Apple Palo Alto

Adrian G 3 months ago

I would give the Palo Alto Apple store 0 stars if I could. I had one of the worst customer service experiences at the store. I checked in and waited nearly two extra hours for help with my iPhone, and I had made an appointment ahead. During that time, I noticed several customers who arrived after me were assisted before I was. When I finally asked about the delay, I was told that my name was not even on their waiting list. As the only Asian customer waiting in that area (others are white), it was difficult not to feel that I was being treated differently. Instead of trying to understand the situation or apologize for the mistake, the employees became defensive when I questioned why my name was missing. I was told, “You cannot use that attitude to talk to us. You can wait, or you can leave.” Not only was my time wasted, but I was also treated with a complete lack of respect. If this was simply a mistake, it was handled extremely poorly. If it was not a mistake, then the experience was even more concerning. Apple is known for customer service, but this store fell far below that standard. I hope management takes customer complaints seriously and reviews how customers are being tr

Nursultan Omorov 3 months ago

I am extremely disappointed with my recent experience at the Apple Store. I spent over three hours trying to get a clear explanation of my AppleCare options and the costs involved. Despite providing all the necessary information and confirming that my phone is covered by AppleCare, no one was able to clearly explain my available solutions. What frustrates me the most is that the issue with my phone was not caused by me, yet I had to spend hours of my time trying to get support. I had to rearrange important commitments, and even my boss spent her valuable time helping me communicate with Apple Support, but we still did not receive clear answers or proper assistance. Considering the number of employees working in the store, I expected a much higher level of customer service. Instead, I felt passed around without anyone taking ownership of the situation. Our office uses many Apple products, and we have always been happy to support the Apple ecosystem. However, this experience has been deeply frustrating and disappointing. At this point, I no longer have the time to continue dealing with this issue. I hope Apple improves the way customer support and AppleCare cases are handled in

V 4 months ago

Some employees were nice, seemed like others ignored you if you weren’t dressed nice. We went in to trade in a phone and purchase the 17 and asked an employee, she said she would grab someone for us. She disappeared and we waited 20minutes before walking around the store to find someone else. another associate approached me asking if i needed help, i told him what we were here for and he said someone would be with us shortly. He was nice, but then we waited another 25ish minutes before another associate approached us again saying they didnt forget about us and someone was coming. That associate was also nice, he thanked us for waiting. Finally someone came, he was alright, but then said someone would help us set the phone up and took us to the back. Waited there for another 25ish minutes and just ended up setting up the phone on our own and leaving. All in all, it took over an hour to get the phone, while we watched people who came in after us be helped first and leaving before us, while we were still waiting and had to find our own associate because we were not being approached. A little annoying for sure, because the store didn’t seem that busy in my perspective. And even if it

Magesh 6 months ago

For TLDR; Awesome experience from apple for iPhone 14 Pro battery replacement. Had an appointment on Mar 21 2026 for a battery replacement on my iPhone 14 Pro at 2:55 PM and arrived late by 15 mins at 3:10 PM and my appointment got auto cancelled... Despite this the technicians were able to accommodate me within next half hour with a new appointment without any hesitation. The entire process was smooth and as described. Few diagnostics tests by the technician, discussion on the liability of data loss (even though they don't anticipate it in normal battery replacements), few questions on the condition of the phone, and some more image captures of all sides of the phone so that the condition before the repair is documented. I was already pleased so far and by 3:55 PM I was given a quoted time of readiness by 5:25 PM (1h 30 mins) which was perfect for me coz I had wandered around the nearby places and also had opportunity of seeing performances by the drummers and other artists. Well by the time I got back at 5:30 PM, I saw that they had already sent me an email at 4:49 PM that the device was ready for pickup and I had missed it so the overall time of repair was less than 1h 10

Orlando Nell a year ago

This Apple Store is beautiful inside, and normally the staff are friendly and helpful. But my most recent visit left a really bad impression. I came in with a brand-new iPhone 17 Pro that I had received early due to a delivery mix-up, and instead of helping me, one of the employees accused me of stealing a demo phone from the display. He even said “is this a demo phone, did you steal this?” which was not only embarrassing but completely unnecessary. I understand launch days are hectic and not every phone has the security attachments right away, but I expected a lot more professionalism and respect. Accusing a paying customer of theft without reason is not acceptable. I hope the store provides better training for staff on how to handle unusual situations without disrespecting customers.