Apple Store

Quite a few weeks ago, I had made a visit to an Apple Store after countless check-​ins with multiple problems that had occurred on my 2012 MacBook Pro computer by this store alone since I live nearby. At the time I visited around the middle of May, also the time where my finals were the following week. Personally, I was anxious for what they were going to do to my laptop.
When I walked into the Apple Store, I tried to see if they had any walk-​in appointments. One of the associates told me there were no appointments available at the time and my issue was an urgent one. I made this urgent because I had a lot of important stuff to complete. Fortunately because of the serious issue of the situation with my computer, this wonderful man Sean B came to take a look a my laptop’s condition. At this point, he invites me to walk up to the Genius Bar to get the usual diagnostic started.
Historically, my 2012 MacBook Pro had the same problems occurring such as the AirPort card, logic board, and the hard drive which all had to be replaced which all had been covered by AppleCare and no cost to me. But this time around, once again the hard drive had crashed.
The greatest thing that happened to me is seeing how much Sean B understood every situation with not just the computer, but my school as well and the time of the semester where finals were around the corner with how stressed I was. Sean fought for me because he saw every all the countless problems and repairs my previous computer has had and it came to a point where I was able to get a brand new unit. I know for me it probably was not something I wanted them to do, but it seemed that that’s the only way my problem with my computer would be resolved.
Thanks to you Sean and all of the people who helped me with all of this and right now my newer unit is working great!

Called this store several times over 2 days. Tried mostly when they open in the morning and even later evenings and my wait times have been over an hour with no response or call backs.

I was a little concerned due to some of the reviews but this place rocks! Great customer service! Friendly staff! All of my needs taken care of in a reasonable amount of time and with all of the people that were there, I’m very impressed!

Took my shattered phone in for an appointment and was told it would take 1.5 hours. I came back 1.5 hours later and they told me it should be done in 20mins it’s backed up in the back. I left and came back again and they said 20 – 30 more minutes so I left and returned once more and it still wasn’t ready. I then asked what was going on since Ive been told to come back multiple times already. They explained the thing to check my phone out was broken. There inconsistent answers to why my phone was taking so long made me even more upset. I didn’t get my phone back until over 3 hours later. Once they handed me my phone I wasn’t even happy to see it fixed all I cared about was leaving…

This place has terrible customer service. I had to wait for so long for somebody to help me or even say hello. It wasn’t even busy at all. I asked for help and told me to go to the iPad area and have been waiting for so long before I had to ask again for help.

I was extremely dissatisfied with the way I was treated in the store yesterday. I came in early for an appointment I had scheduled about a week in advance. Apparently, Apple does not like it when you are early. And forces you to wait until your set appointment time (even when they have no one else to help) I witnessed several walkin customers receive help before I did, including 2 different customers with my same issue as myself.
I waited over 30 minutes for an associate who had just been standing waiting for someone to help. She even mentioned what a slow morning it had been. I believe that their system is not the best or maybe not explained to their associates in the best way. I will never schedule an appointment with Apple again! It is just a waste of everyone’s time. Maybe next time I’ll just be late and throw a fit. Then I will actually be helped quickly.

The location in Walnut Creek was absolutely amazing! I just went in, needing to have my phone work again, and 5 minutes later my son and I were walking out.
The Sac store was next to impossible to find since I’m not from this area. The guy on the phone didn’t given me exit, and I was in ??? No idea, and 100% lost. When we did get there, the kids were all at a table, learning a lesson on something or other.
Everyone was SO nice! The whole store was a well functioning system.
Though lost, at night, for several hours, I would recommend both locations for ANY Apple issue you might have. It was wonderful to be treated so nicely too!
DEFINATELY a 10 Apple!!!

Worst. Waited over an hour to make a purchase. Decided to purchase online and schedule in store pick up. Took another hour and a half to pick up an item I had already paid for. Disorganized staff.

Not so great of an experience while there yesterday. Nicole Z. did not want to help us.
Her unwelcoming attitude, and «this is something you can do at home on your own» answer was quite disappointing. All I needed was for someone to help me transfer data from my old iPhone to my new. I realize this is something I can do no my own, but needed some help.
Poor costumer service from an Apple employee. Not great representation of the company.

Watch for the gang tackle up-​sell with lots of sneakiness.
I went in to buy an iPad, 4 different sales clerks attempted to up-​sell me to AppleCare. After making me wait for 15 minutes they finally brought the iPad out, ostensibly for me, however it was a more expensive model than I had requested and they then tried to upsell me to that. Sneaky, sneaky, sneaky. Steve Jobs might be proud but this customer was annoyed.

iPhone store walnut creek, where do I start. A little back story here, I had destroyed my phone previously and utilized my insurance to replace it. Unbeknownst to me they had used a 3^rd party part on it. I then just recently cracked my screen and scheduled the soonest appointment (3 days out) to repair my screen.
I rush from work to make my 5 pm appointment only to stand in the overly stuffy crowded iPhone store for 30 minutes past my appointment. The young woman who helped me was very nice in all fairness and for my repair request processed quickly. I was then told it would be 2 hours to fix my phone.
Sure fair enough I decided to grab a drink and relax at a local watering hole. I realized that the 2 hours that I had paid for parking were almost up and hurried to buy another hour just in case.
I arrived back at the Apple Store around the time my phone was scheduled to be finished. No call, no email or text. I asked if my phone was finished and apparently it was.
Come to find out they took the screen off my phone and decided it could not be repaired due to warranty issues. I believe it is very inconsiderate that they had all my information and left me to find out on my own that they could not fix it and wasted the better part of three hours only to find out myself that they had simply put a piece of plastic on it and said no go!
I’m sure this is policy with third party components however my time could have been better spent with my friends and family or even an independent iPhone repair shop.
In conclusion no thank you Apple Store walnut creek, I couldn’t pay you if I tried apparently! I will take my business elsewhere from now on.

Gotta say thank you to the Manager Robin and the man who helped me. Never got his name but he was a kind, slender man with a salt and pepper beard.
I bought a charger online 3 months ago online and it inexplicably died. I took it in and after some interaction, they agreed to exchange it free of charge. They didn’t have to do this but they made what was otherwise a frustrating situation, a positive experience.
Thanks team!

Kalvin Johnson (Genius Bar consultant) provided awesome technical support and service. He was patient and bent over backwards to help us get the most out of our dead iPhone! Basically any tech would just tell us the warranty is expired, but Kalvin took the extra step to review known issues and saw that our phone was slightly bulging and reported it as a defected battery. Long story short, we walked out of the store with a brand new replacement iPhone 5s!
Long story:
It is the day before our big trip to Hawaii and my wife calls me near the end of the day and tells me her iPhone is not turning on. So I quickly made an appointment with the Genius bar for later that night. I’m tech savy and tried to do everything I can to reset/​restart the phone. Charged it for an hour and tried again, no such luck… this thing really is toast!
At the Apple Store we chatted with a few employees while we waited for our appointment. Most of the employees pretty much told me that we’re out of luck since the warranty has expired on the iPhone 5s. When it was our turn for the Genius Bar we worked with Kalvin Johnson. He was patient and bent over backwards to help us get the most out of our dead iPhone! Basically any technical agent would just tell us the warranty is expired, but Kalvin took the extra step to review known issues and saw that our phone was slightly bulging and reported it as a defected battery! Long story short, we walked out of the store with a brand new replacement iPhone 5s! We couldn’t be happier during our trip in Hawaii, it was awesome to have a working phone to enjoy during our trip! Kalvin saved the day!

Do not visit with AJ!!! Bought and iPhone 6s Plus as an upgrade. The guy is more interested in talking to his coworkers than customer service. Was next on the wait list and he is just standing there talking to the lady who schedules appointments. She finally mentioned that he had a customer waiting (I’m standing right next to him).
He goes to get the phone, meanwhile talking to his coworkers at the Genius Bar, phone comes out from the back and yet he’s still talking. Finally makes his way back to me to do the transfer.
Here’s where I got upset.
— I wanted to keep the plastic on the phone until I bought a case, but he didn’t care to ask and ripped it off. He also didn’t bother to ask about the setup settings (no password, location services on, no Touch ID setup etc) I mean come on dude. That’s your job to help get the phone setup for me the way I want it. I don’t want to go back and change the settings.
–While the phone was transferring all my stuff from the cloud he says we’re done and leaves. Not even 3 minutes later the transfer failed and he was on to a new customer. I had to do the transfer myself and completely erase the phone and start over.
AJ (if you told me your real name) you need to learn a thing or two about customer service. Had this been the first time I’ve dealt with Apple I would likely never return. You made a very poor impression for the company you represent.
UPDATE: Ended up having to come back because AJ signed me up for the wrong plan and was charged $ 350 fine on my Verizon bill. I had to return the phone and re-​buy it under the correct plan. A lady named Tatjana helped and she made sure everything went well and was very nice.

2 stars only because its big and open and good choice of phones & electronics other then that this place had poor customer service. Employees walked around not even greeting you (not even smiling) they really should work on getting some sort of organization system because it was so busy in there. It smelled like B. O. right when I walked in, they need some air in there. I don’t even have an iPhone, but I went in with my boyfriend to get some help on his iPhone & they didn’t even help him w/​what he went there for.

They deserve ZERO STARS! I always avoid Apple stores like the plague when I see all those people inside. Anyway I upgraded to the new iTunes and when I plug up my ipod it tells me one was detected, but you can’t see it in iTunes. Anyway long story short after being on the phone with Apple Support for an hour I was advised to go in store so they can check the iPod. The guy scheduled my appointment for today.
I arrive 30 minutes early because I knew it would be hard to find parking. mind you I also had to pay for hour parking. I walk in and NO ONE even says or acknowledges me for 20 minutes. Another customer asked if i was waiting and when i told him yes, someone finally came over after asking him if he needed help. The person that asked had seen me the whole time because she was standing next to me. The nice guy luckily informed her. She directs us to someone else. I finally get checked in for my appointment.
Im waiting with another person whom had an appointment which the time had passed and he tells me he had already been waiting 30 mins. I wait another 30 minutes and still nothing. I ask about how long it will take because i will have to go back to the meter and the lady tells me she doesnt know because the staff is not communicating with her. :/​10 minutes later she comes back to the guy im talking to and informs him it will be an additional 45min-​1hr wait due to them being behind.
1. You guys know that your backed up on appointments why not tell people this when they first check in. This way they can decide if it is worth the wait or not?
2. Better communication and it would not hurt to be more tentative as people walk in.
3. with people that have appointments you have their contact info. why not send them an email/​text/​automated call etc. to let them know the delay so they don’t waist time.
I wasted an hour in here, wasted an hour parking, and 3 hours out of my time. I had to drive an hour away just to get here so both ways that’s 2 hours. 3 hours i can not get back, and i still do not have my issue resolved.
I will not be going here, or inside an Apple store.

The worst customer service in the history of retail stores.
I bought new iPhone 6 Plus for my business 2 months ago, That phone going out of battery power very very fast (One or Two Hours), I call 800 number and tel them, they told me go the store and they setup appointment. I drove from Vacavill to Walnut creek, I get there today at 12. beck home at 5.30pm nothing happened. several adviser and Managers work on that phone and try to explain to me that your phone is fine and you have problems with the phone! I wane sue this business and anyone have the same experience please let me know. tomorrow I go change my iPhone 6 plus with new Samsung in my cost. iPhone is not quality product. Its garbage product and garbage customer service. they told me you have warranty… where is my warranty apple?

Had a very pleasant experience there the other day. My iPhone 6s stopped working — no power. My broken iPhone 6s was replaced with the brand new one within like 30 minutes of me walking in.
I also visited the store on multiple occasions before including the time when I purchased my MacBook Pro last year and every time the staff would be very helpful and answer all my questions in professional manner without any of the «pushy» attitude .
The store can be a bit crowded at times, otherwise I’d definitely recommend it.

Really bad experience. Came to find help to fix my iPhone 6, which was relatively new (only 7 months in use). Wait time was long (5 hours). Was «threatened» by rude staff saying I either wait in store (no walking out of store allowed) for 5 hours or leave and come back next week (her rolling eyes seem saying «you will have to wait anyway»). Started the 5-​hour wait right before lunchtime, which means Apple is like a jail without food and water — that’s how they treat/​trap their customer?! Totally mind blowing.
Plus the so called online reservation system is just too genius to help a thing (useless) and simply another way of wasting time.

Parking is abhorrent but you are in Walnut Creek, so that’s a given. My iPhone 5 suddenly began rejecting its own face. I did some research online & everything said my best chance for salvation was to go directly to an Apple Store, not my provider.
We showed up on a busy Sunday afternoon. At first, we were told they were not taking any more cases for the day but an angel appeared named Francesca and she took me under her wing. I explained what was going on & showed her my self destructing peel away phone. She worked her way through the system and helped me out.
I walked out with a reborn phone and a smile on my face. I definitely recommend setting up an appointment and/​or visiting on a weekday, if at all possible. You may not be as lucky as I was. Apple takes care of their customers and backs up their product.