5 Star service from start to finish. Our family of 4 were upgrading our cell phones and we were helped by: both of the Michaels, Nayoung, and Sammy. They were very welcoming, but also worked great as a team. Not only were they professional and knowledgeable about the devices, but they were also experts about service plans & discounts. Their interpersonal skills and wonderful approach made our purchase and iphone migration a fantastic experience. read more

So to start with, I gave two stars for the great staff working at the Genius Bar!!! Came in during the week to check my iPhone 15 PRO and sure enough they recommended that I replace the battery and the appointment was set in person for a battery placement today! Showed up on time, waiting for 10min to have someone help me out. Was informed they are out of stock for the battery. I understand it is not the Genius Bar staff fault. It is how Apple sets up their system and for one of the advanced high tech companies, the system is beyond pathetic!!! When they setup their Genius Bar appointments, even in-person, and triple confirming that you will be there, they do not reserve any parts for the confirmed appointments. It is first come first served basis!!! Seriously?!! Why setup an appointment specially a holiday weekend, and waste the time of the customer in a super crowded mall (fighting the traffic and parking), being told they don't have the part they scheduled you for!!! Unacceptable APPLE!!? read more

In here of support for my Auntie who was harassed I've been coming to the Apple Store at Valley Fair for help with an ongoing issue on my account, and nearly every visit has been soured by the store manager, Brandon M. He has harassed me consistently, each and every time I visit. Each time I come in and start working with an associate, Brandon inserts himself into the conversation. He gets in my face and asks his staff, "What is she doing here?" He knows exactly why I'm there, because it's documented in my account. Instead of letting his team help me, he's rude, hostile, and talks about me as if I'm not standing right there. At one point he even threatened to call the police on me for trespassing, while I was a customer getting help from his own employees. I have never been treated this way at any Apple location. I've waited patiently during every visit. At one point, it took two hours before anyone noticed me and offered help. Another woman who had an appointment also waited over two hours, and now she has to come back, just like me, because the store is short-staffed and closing soon, according to Ashley B. This is beyond frustrating. Managers are supposed to provide solutions, not create drama, harass customers, and threaten them. read more

I dropped my iPhone 17 pro max a zillion times since I purchased it last November and cracked the belkin ultra glass cover that I purchased at the same time in a couple of places. I purchased belkin covers in the past from Best Buy. Best Buy had a warranty on their belkin covers too and you just brought in your cell phone to Best Buy and they looked up your warranty and physically replaced the screen protector for you for free after you paid a $9.99 charge once. That has probably changed in the last few years at Best Buy. I mention that because Apple has a warranty on their belkin covers too. I didn't ask about the specifics of the warranty at Apple when I bought the belkin cover I just remembered it had one. However, at Apple, you go to the Belkin website and order the cover, it takes a few weeks to get mailed and then you replace it yourself. It sounded a bit familiar but I didn't think about it after the purchase. I went to Apple to inquire about the warranty and learned all this. Since Apple wasn't that busy on a Friday morning and after having a very cracked screen protector for months, I decided to purchase a new one and have an Apple employee replace it for me. It was about $40 and took less than 15 minutes. My iPhone looked like new so I was totally happy. Yes, I could have saved $40 but the splurged just seemed worth it. Employees supper nice. read more

Apple Valley Fair - Form to fill out for belkin protector replacement - Computers Near Me - Santa Clara, California

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I wanted to look as watch bands at the Apple Store. We walked in there and it was packed with people. We were helped right away and guided to the right area of the store for the Watch bands. The watch band I currently have is leather and stays closed with a magnet. Mine has faded from wear and tear. They honestly didn't go have that great of a selection. We were helped by an associate by the watch bands and she said most of them were out of stock. They run about $99 a band. I think I will check amazon to see if they have something similar. I'm sure I can find something on Amazon for less than $99. read more

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Ok so today I went to the Apple Store at Valleyfair to take a free Mac class. Joel our instructor was absolutely fantastic! He went out of his way to answer specific questions and even took time in the class to go over questions that were not part of the class. To say he was extremely helpful would be an understatement and unlike that "other jerk"who did the initial set up of my computer. "See last review" Joel went out of his way to help, was kind and smiled the whole time. Hey Apple, Joel is a keeper. read more

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We came here to pick up a new iPhone. The store has Apple written all over it. The gentleman helping us was very dedicated as he was trying to aggressively upsell the Apple Care. We didn't buy it, but Kudos to the gentleman for being very good at his job. Please come and create your own adventure. read more

Apple Valley Fair - Computers Near Me - Santa Clara, California

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A beautifully designed and super lively location, regardless of day and time. Certainly don't love the limited free parking since this location is located within Westfield Valley Fair. Should out to Elizabeth, Sarita, Corey, and Kristyn for making my support visits seamless and enjoyable. read more

I don't write review often. However, today I went to Apple store need to clear some storage on my Mac book. Ms. Alma helped me solved the problem. She is super knowledgeable & friendly; I am grateful for her help! read more

Lame! The old Apple store set up was MUCH better. So many blue shirt employees standing around doing nothing. Entrance does not guide people on where to go or who to talk to for your needs. So you bounce around aimlessly... meanwhile, to purchase you should have signed in with the girl at the door who has a crowd of about 10-15 people trying to get her attention. Thought Apple was more organized and efficient - I guess not. I liked the old Apple store set up - it was much more organized with a friendly staff - they grew up and now they are lazy and confused. read more

Went today to get my phone fixed and Alma, Sirita, melissa , Joel, and were really helpful. This time they were able to get my phone repaired and back to be same day. They were really kind and really helpful. They were understanding of my issue and explained the tests they were gonna do on it, the outcome and what needs fixing from there. Also stayed for one of the little classes Joel did on apples new features and privacy stuff which was helpful read more

My daughter and I walked in and Matt (blond hair) helped us. He was very informative and helpful. He suggested the best deal for what we were looking for. He got us our laptop and AirPods and we were done in less than an half an hour. He's amazing! read more

The mall is cooking us inside with no AC, we are paying for parking go to the mall to shop yet feel so uncomfortable due to lack of AC, feels like corporate greed, things use to not be this way. It shouldn't matter if I'm a paying customer or window shopping treat costumers like human beings and turn the AC on in the mall. read more

Apple sold me a defective Ultra 2 and did absolutely nothing. Not only does the screen show distorted colors and rainbow effects -- it also has visible bubbles or blister-like defects under the surface. These are not optical tricks or "coating reflections" as the store staff tried to claim. These are physical, obvious, and unacceptable flaws. Even the Apple employee acknowledged the issue with their own eyes. Still, they refused to replace it and sent it off for diagnostics. The result? "No issue found." That alone says everything about how Apple handles real problems now. No fix. No support. Just deflection and denial. My entire family uses Apple products -- iPhones, Watches, Macs. But after this experience, we're done. I will never walk into that store again. And I'll seriously consider moving away from the Apple ecosystem entirely. read more

Apple Valley Fair - The photo shows the problem with the bubbles and everything associated with it. - Computers Near Me - Santa Clara, California

HIGHLY RECOMMEND. A+++++++++++++++ My mother and I stopped by the Apple Store recently to buy brand new iPhones. For our first visit, we were helped by the very amazing Zorair/Zohair(?). He was so super patient and helpful. He answered all of my elderly mother's questions with ease and kindness. While also providing very useful new Apple product information to us. Thank you for your help! For our second visit I decided to get a new iPhone as well. I was helped by the super awesome Loren. Whose birthday was actually that day! OMG. Working on their birthday? Give Loren a raise! lol. Loren was so patient and helped to guide me through the phone transfer process with ease. I was also helped by the awesome Muhammad who was so kind, nice, patient, and helpful as well. I highly recommend this location. They have such amazing, talented, helpful support staff. Thank you guys for your help. :) read more

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Shoutout to Caleb for the exceptional service. The store was very clean and very nice, did not expect them to have trees inside! Walked in through the mall entrance, was very surprised to see the back side of the store! They have so many products on display and many managers on the floor to answer questions or address customers. Caleb, you're a rockstar! Thank you for the great service and friendly attitude. The entire staff is also awesome, but thank you specifically for helping me out. read more

Terrible experience with Apple Valley Fair staff member Satina -- unprofessional and dismissive: I am very disappointed and upset with my experience. I walked into the store and waited for 20 minutes without anyone approaching me to offer assistance I was completely ignored and even saw employees walk past me and offer help to people right next to me completely unacceptable. When I finally managed to get someone to help, Satina began the process of transferring my phone. I was ready to pay in full, but she suddenly canceled the process, saying the store was closing in 30 minutes and she wanted to leave early? She completely wasted my time and could have just told me they were closing soon instead of starting the transfer, giving me false hope, and tampering with my phone. She kept insisting that I pay for the phone in full and return the next day for the transfer and refund without explaining that I would end up receiving less money back. She then asked me to choose a time to come back the next day. I explained that I was busy and unsure when I could return. At that point, she started pressuring me by saying there might not be any iPhone 17s available if I didn't book a time slot. I left frustrated and furious with the entire experience. Don't waste your time at this store. If I could give zero stars I would but unfortunately this is the lowest I could give. read more

Even if you make an appointment they will make you wait 50 minutes (not an exaggeration) and nobody will update you unless you go ask.

I recently had a terrible experience at the Valley Fair Apple Store. I've been coming to this store for years now as I typically receive fast, friendly and reliable service. Unfortunately that changed when I was assigned to work with Miriam. I explained what was going on with my phone and requested it to be replaced under my Apple Care subscription service. Miriam told me under no circumstances would the phone be replaced due to a "Carbon Neutral" initiative that was being implemented by the company. While I attempted to explain my concerns, she continuously cut me off and reiterated that under no circumstances would she authorize the replacement of my phone. This is absolutely unacceptable behavior for someone who is in a customer facing position. Listening to the customer is not only essential, it's common human courtesy. I can understand that Apple has policies about replacing devices before attempting other measures, but that doesn't give an excuse for employees to be rude and condescending to customers. Apple's carbon initiatives are the Corporate Entity's responsibility, and I don't think they intended for that to become an excuse for rogue employees to behave however they want and demean loyal customers. There are certainly other ways to reduce the carbon footprint of the company.. Maybe for example, start with reassigning employees with poor attitudes like Miriam to positions where they don't have to work with customers and recycling her Apple shirts to another employee who isn't rude and condescending. read more

ALWAYS SCHEDULE AN APPOINTMENT FOR GENIUS BAR because this place is CROWDED! Also come 5-10 minutes early to your appointment. And be prepared to bring an activity to do or food to eat while you wait for your device to be fixed. You have no clue how long things take so be prepared and hydrate/feed yourself because there will be grouchy people around you. I had Brian and he was super nice. He said he couldn't do the repair because of the warranty, but he gave me advice on how to call customer support. He then offered to complete all the tests to confirm the issue, he just couldn't do the repair. This is one of the few Apple Stores that has a Genius Bar, which is why its so busy. So ALWAYS MAKE AN APPOINTMENT. read more

Melissa helped us with figuring out what's wrong with an Apple watch. It unfortunately didn't work out but we got the info we need to try to work with my credit card company. She was very patient and very informative. Never felt rushed and she was friendly and professional. read more

I came here three time to pick up my online order and was helped by the same person or she was also there next to the person who was helping me. She was not only rude and sarcastic but was also shopping on the employee devices that they use to check out. I stood in line for a minute but she didn't even call me over to realize she was shopping on the work devices and not wanting to help and seemingly like she hated her job. I heard someone call her Sadina. Apple needs to train their employee better! I've been reading the reviews and it seems like this store really gone down hill. I have a photo that I was going to attach but I'm not because they seem like just kids and I don't want to be careful exposing them like that. read more

I'm writing this review because I'm very upset and very disgusted how Apple treated me I've been discriminated, bullied, harassed, and judged, stereotyped and disrespected by the manager at this location, Valley Fair and I've also had workers do the same thing to me too. It is unacceptable how I've been treated the unprofessionalism that these managers and workers have I already filed a report to Apple about this it is disgusting behavior, and if I was high her up, I'll be disgusted to have these type of people working for my business. Last time I checked, they're all about respect and treating people right, but they don't even follow their own rules. They have unbelievable, ridiculous inappropriate behavior how to treat customers and expect people to just be OK with it. These workers and this manager needs to be fired right away. It is not OK how I've been treated and I've been an apple person since I was a little kid and you're gonna treat a customer that spends money at Apple like that very sad how customer service is is in the stores. I was so embarrassed how I was treated in the store in front of every one. I'm also wanna say that it's also considered harassment for someone to have a personal problem with you. That works there at the store and that is treating you terrible they done nothing too. Purposely having a problem with somebody for no reason is not OK manager or worker read more

Rude Hostile Front Door Dude - Didn't catch his name but piece of shit asked me in hostile confrontation condescending tone "what are you here for?" Instead of "How can I help you?" This happened on November 16th at approximately 4 something PM. He's the short Asian dude in red. Pretty sure if surveillance cameras get checked, they can pin point who he is. He acted irritated, obviously didn't want to help, and treated other customer poorly as well as I was waiting for my turn to ask him a question. This dude tarnished Apple's customer services reputation and makes his Apple colleagues look bad. I definitely am concern about future customers potentially encountering this rude dude. People be leaving the Apple Store with negative experiences. read more

Ammar provided awesome service answering all my questions about the Apple Watches. I ended up buying 4 for my entire family because of his outstanding service. Apple is truly lucky to have an employee as attentive and knowledgeable like him. Companies truly succeed because of employees like Ammar read more

I was really impressed with my experience at this very busy store. Your employee Randy was top-notch from start to finish. Very professional in his demeanor and very friendly and knowledgeable about the Apple products, Randy made me feel like I was investing in something very important and valuable. And I appreciate that. He was very honest with his recommendation and his review and even gave me very helpful tips about products that can enhance my Apple experience. Apple, keep up the great work with keeping awesome employees like Randy. I will definitely return to the store for more products, thanks to his great service.! read more

I want to give a big shout out to Xavier who helped me with my trade in. If not for Xavier, this would be a 0 star experience. I have been using iPhone and all kinds of Apple products for more than 10 years, and I have done trade-ins almost every year. I have never been through any drama until this year. Basically, when I took my phone to trad-in, the software thought my phone screen is cracked, and would only offer me $105 instead of $430. I talked to 2 managers before Xavier, and no one is willing to help me with that, and simply said it's impossible to override, it could only be what the software decided. I almost took that until I met Xavier. Xavier explained to me that it is indeed possible to override, and he is confused why this other manager insist on not doing it. Software can indeed make mistakes and it's easy to tell that in my case this is not a crack. I'm really lucky to meet Xavier, and I really hope the Apple Store can seriously reconsider the trade-in process and check why it's failing the customer expectations. read more

My MacBook froze so I brought it in for advice. The service help worked with me to trouble shoot the issue, trying everything including collaborating with colleagues to solve the problem. Over an hour later, the laptop was up and running, better than ever. For free. I'm so grateful to them! read more

Look I get that you're asked the same questions a 1000 times a day but also you are in the business of customer service. So when I start to ask a question and you cut me off mid sentence with a blunt, rude answer you really really are failing. Honestly at that point what's the point of a person, just set up iPads to be rude to me. read more

Excellent customer service, great ambience and conveniently located. My personal experience every time I've visited has been wonderful.

Not gonna lie, I try to avoid the Apple store. It just always looks busy and overwhelming. I try to avoid it at all costs. I was in search of a monitor to go with my MacBook and a wireless keyboard/mouse I already had and looking online wasn't enough. I needed to see it in person. I decided to try on a Saturday morning during the winter storm of 2022-2023 during my baby's sleeping window. As the usual, there were people but it wasn't crazy. I found a rep and asked them to put me down and it was a 15 minute wait with 3 people ahead of me. They asked for my name and then asked me to look around while I waited. How they know who you are? I think they make notes on what you're wearing or in my case, they probably wrote "lady with stroller." Anywho, Christian was patient, would double check on answers he wasn't sure of, and helped go over my options. He never rushed and checked several times if I had more questions. I ended up going with a new iMac in blue and it is gorgeous! Shout out to Christian for his patience with my questions! read more

Apple Valley Fair - iMac in blue- in stock & heavy box to carry to car but isn't it beautiful? - Computers Near Me - Santa Clara, California

This review is for Joel. Not sure if the store actually reads their reviews but wanted to put a good word in for him. I went in without an appointment, and didn't really care how long I waited... ehhhh maybe not more than an hour? Regardless, all I wanted to do was trade-in/upgrade my 13 mini mainly because the case broke. I figured, eff it... I'll just get a new phone now. I actually had a few months left til the 13 mini was paid off but decided against waiting as I originally told myself. So extra deets aside, I went up to an employee and got my name put on the waiting list... was told about half an hour. Not terrible, have had worse. I wait where I am told. Use my phone in the meantime and just look at the options again--either 14 or 15. 14 because they have the red color and welll, that's my fave. But it also made sense to go to the 15 finally despite the color options being lackluster for me. Oh well. #firstworldproblems After looking and just telling myself, "Screw it, get the 15," I made my decision and didn't look back. So in between I had one of the leads in the store come over to me and check-in and give me a heads up I'd be helped as soon as possible. No worries, man. Then maybe about another 15 ish minutes... Joel came over and introduced himself. Apologized for me waiting so long and proceeded to try and help me. Of course I had forgotten the password to my iCloud account (such a spazz), so I ended up feeling bad and told him I'd leave first so he can tend to other customers on the waiting list and I can walk a bit around the mall to wait for the security feature on my phone to disengage or me actually remembering the damn nuances of my password. After about 10 minutes of deep thinking, I finally recalled why what I had been putting in as my password wasn't working. So I tried it and it worked! I speed walked back to the store to see if I had any chance of butting in with Joel when he had a moment. Luckily, he was still where I left him and helping the next customer as I predicted. I slipped by them and just stood behind, waiting patiently. Then he turns around and we both laugh because I tell him I frickin' remembered it and it worked! Fast forward a little, Joel was knowledgeable, super PATIENT because we worked on my phone a bit... getting the color, case type but dealing with a somewhat slow transfer process of my phone contents to the 15. During this time, when my phone was being prepped, he was still engaging and made me feel comfortable to just talk to him about whatever. Made the visit much more enjoyable on another busy day at the store. Granted he thanked me for MY patience but really, I was just feeding off of his energy. So Joel, great job with helping me yesterday and I know you do the same for the other customers you help. You have a warm and inviting presence and know how to keep your customers engaged during "down time." Also, "black pink vibes." And "yassss, Ariana Grande is underrated ." Team, you're lucky to have him. read more

Apple Valley Fair - iPhone 15 in Pink - Computers Near Me - Santa Clara, California

TERRIBLE!!! I had an appointment at 4:30pm on Sunday and when I booked the appointment over the phone, I was told this is the earliest appointment on Sundays. But when I arrived on time, there was a lot of people in the queue ahead of me. I checked in and waited for a very long time, still no one ever came to help me. So I went to several customer service staff and they were not only useless, but also very rude. They told me there was nothing they can do and their only suggestion for me was to wait. Their attitude was very impatient, unprofessional, indifferent and arrogant. What is the point of making an appointment?! What is the point of arriving on time?! They can either hire more technicians to meet so many customers' need or provide less appointments if they can't handle so many customers at the same time. It's unreasonable to just make everything so disordered and only ask customers to wait and take it for granted. read more

My phone screen stopped working this morning, and I went into apple to try to schedule an appointment to have it fixed. They told me Genius Bar wait time is 2 hours currently (sucks but makes sense), and then told me the next available appointment time to schedule is on Monday. I just got home and went online to schedule an appointment, and the Apple Store at valley fair LITERALLY HAS AVAILABLE APPOINTMENTS TODAY! She was either uninformed or blatantly lied to me, and gave me probably the worst part of my week thinking I would have to wait 2 days to get my phone fixed. read more

I scheduled an appointment to replace my screen and battery on my iPhone on a busy holiday weekend. These Apple pros replaced my battery and screen in under an hour without issue and I still had all my data. The store was packed, but the service was world class! The Apple Store show room floor is nice, it's like radio shack on steroids. Thanks! read more

I have an iPhone 15 Pro Max, and according to Apple's advertisements, the glass on the back of the iPhone 15 never breaks, but mine broke in the most ridiculous way possible. When someone hit me and the phone was thrown from my hand to the ground read more

Apple Valley Fair - Computers Near Me - Santa Clara, California

Had to have my front camera replaced. It was still under warranty- thanks $250. Their system is somewhat efficient. Found out that I would have to wait three hours for the repair. I opted to come back first thing in the morning on a different day, whereas it only took ninety minutes to repair. It was very fortunate that the wait was in this mall. The time flew by. Repair was completed. read more

So this place certainly got an upgrade! Well, I guess the entire mall is continuously growing and everything is getting ramped up big time. Getting in was easy, wasn't a huge line or anything, and I don't even think we had to wait at all. It also helps when you can tell them exactly what it is that you want to buy and tell them you're going to buy it right now. They love that s***! Anyway, just walk in waving your hundos and you'll get pretty quick service. But anyway, the bro helping me out was chill, and I got what I wanted fairly quickly. The only problem was that I wanted two of those little bastards, and they only had one! And now that I think about it, it could very well have been the last one that that store is going to see because they are now discontinued and unless you picked yours up, you are now totally out of luck, buster! Shoulda thought about that sooner, now, shouldn't ya have?!?! iPodHomePods! Woot!! read more

Apple Valley Fair - Ho yeah, baby! - Computers Near Me - Santa Clara, California

I was extremely displeased with the service provided by John because he decided to shift to another customer he recognized-- who he already shared a friendly hug with as soon as he came to where my party and I were seated-- and initiate a conversation with her rather than focus on troubleshooting an issue with my Apple device. I didn't mind that he was running behind schedule-- it happens-- and I found it weird but whatever when he and the female customer decided to embrace. What I find unacceptable is how extremely unprofessional it was for John to decide it was appropriate to engage in a side conversation as soon as he had plugged in the charger and initiated the diagnostic process. Guess what he missed when he shifted not just his attention but his body to the female guest? He missed what could have been a critical detail-- the device wasn't responsive to the diagnostic process. I was appalled and admittedly obnoxious when I loudly stated, "I'm sorry to interrupt your conversation but..." and glared at both of them. John noticed the device wasn't functioning as he expected and said, "That shouldn't happen" but it didn't seem to me he further diagnosed that detail. He tapped something and abstained from further conversation with his patron friend. I am skeptical of the quality of diagnosis because we at home aren't total idiots with technology but we have not been able to figure out this issue. John noticed cellular was switched off; I know from yesterday it was certainly switched on because we have been actively trying to solve this recurring problem. John couldn't tell me much more and I told him he could continue his conversation when we stood up to leave. Yes, I can serve it right back and more. I am not proud but I am not okay with how my Genius Bar appointment went. I spoke with Giram after the appointment and have yet to receive an email follow up from Apple soliciting my feedback about the experience at the Genius Bar. So... I logged into my Apple account to retrieve my visit history-- it was not displayed. I chatted customer support and Pavan informed me of my Case ID, which was never provided nor emailed to me before or during or after the visit. I found that odd. With the Case ID, I typed in the device serial number to attempt to retrieve my service history. Nothing was found. I used CAPS lock as well as none. Still nothing. I verified with Pavan the information he provided was accurate and he confirmed that's what was visible to him on his end but that he had no access to serial number. Well, one detail I hadn't mentioned, yet, is that John was unsuccessful when trying to hover his device over the serial number to capture it. He attempted and failed twice to capture it with the camera on his tablet. He instead manually typed in the serial number and I suspect he typed it in incorrectly. All this is to say John was unprofessional and possibly ineffective in providing diagnostic services to me. Maybe his success rate or at the very least quality of customer service would be higher had he not distracted himself from his work to chit chat with someone else during my appointment time. Meanwhile-- Aarjiv was great checking me in as well as Tia (not sure if I caught her name tag correctly). Giram bore the brunt of my displeasure but someone high up has to and I appreciate his composure and professionalism. read more

I had come initially to see if the Apple Store can fix my air tag that didn't want to connect to my phone. I was assisted by Logan and he said I needed to make an appointment, which they didn't have anything until the next day and they were closing in 30 minutes. He wasn't very helpful or gave me any impression he wanted to help me. He was more focused on making the appointment. We made the appointment came in the next evening. Came in got checked in and we were waiting for 45 minutes, 30 minutes after our appointment time, my husband and I started to get frustrated so I saw EJ and asked him how much longer was the wait time for our appointment, and he helped us immediately. He asked if our appointment was for my AirTag and I said yes, and he asked if we had tried resetting the device and we didn't know there was a way to do so. EJ reset the device and it worked! If this only took less than a minute how come Logan wasn't able to help us the day before? EJ was very empathic to our experience and made things right. Thank you EJ for your great customer service. You went above and beyond for us and we appreciate you. read more