I just had the best experience at the Apple store. Due to user error, my phone went black and I couldnt see the screen. I went into the store anticipating a long wait and was helped immediately by the nicest associate. He helped me fix my phone and was so nice. Didnt catch his name but hes a tall blond fellow with a beard, so if you want great service, look for him!

Clean and safe neighborhood to visit. This place is so much better than San Francisco, Emeryville and Berkeley!!

Hell on earth. Apple knows youre going to buy their stuff regardless, and their customer experience shows it. After tracking down an employee to help me, I waited a while until someone was free to help me. He was training an employee on their new system for trading in a used phone, which is fine. While she was slowly working to determine the trade-in value, he asked me what phone I would like. When I responded and asked if the $650+ model I was attempting to purchase came in a certain color, he shrugged and said he didnt know. When I asked to see one of the colors in person, because it wasnt on display, I was told that not a single phone in the entire store was available in that color for me to see in person before buying. Instead, he showed a photo on his iPhone. I had asked at the outset if there would be any problem with swapping the SIM, as my existing phone was very old. He told me no. After about 45 minutes in the store, it became clear that they could not upgrade my phone without me first contacting AT&T—because it was too old, he explained. Never wasting my time there again.

Me going in to store at 2pm.I would like to buy an iPhoneA: Do you have an appointment?.No I just want to buy a phone, please.A:Does 3pm work for you?No.A:Maybe you can order it online and pick it up some other day.Well maybe I can buy an Android, thats a lot easier.

Sat and waited for 1.5 hours with an appointment and when I checked they said I was not on the list. This was after I checked in in-person AND made an appointment online. The people are super nice and once I finally got in it was great service. Robert went above and beyond in getting me trade-in credit.

Very judge mental vibes until I stopped to wrap a high end Movado men’s watch around my left wrist in front of a sales representative 😄

Just went in store to purchase an iPad. Briefly checked model I was looking at. 2 employees stood across the table discussing their tattoos. Neither offered to help me. Looked around for another employee; everyone else was busy helping others. Walked out of store without purchasing anything. Waste of my time.

Calling Apple customer service is terrible just go right into the store they will take care of you. The staff at this particular iPhone location are awesome and helpful.

Automated calling system to change order is terrible. Zero cust sat. 20 min+ wasted to fix 2k+ order.

Although there is always a wait to get into any apple store, once I got in, the team never assisting me helped me out and didn’t make me feel rushed in my needs. I was able to get all my questions answered and was provided with more resources (emailed) to help me with my new purchases. It was worth the wait for the customer service.

I’m frequently a customer of the Apple Store but I wanted to give them a shout out for their service today in particular. I had to pick up a repair but I also had ordered a new adapter and had arranged to pick it up tomorrow, based on the coronavirus protocols. When I showed up, they gave me both my repair and my order, and didn’t even note that I had showed up a day early. I regularly get excellent service here; this is indicative of the high standard they provide.

Hablan español Good customer service very practical you sign up. you can do your shopping and when its your turn you receive a text

I just had an incredible experience at this store getting a repair with help from Coltey. He was very kind and helpful– spent an hour with me working on getting my trackpad and keyboard working again by fixing a wire mishap. The total charge was going to be $87, but he talked to the manager and got my price down to $11 total. He spent an entire hour working as quickly as possible with me, got some crucial components fixed, and I paid all of $11 for it. Im not one to typically write reviews but I had to for this experience. Saved me so much money and made the process entirely painless.Thank you Coltey!

Wow. We had a terrible experience buying a new iphone and 4K Apple TV today. A pleasant older lady was helping us but she has very little technical knowledge about how the process of buying a new iPhone works. Now I have to go to AT&T store when it was definitely possible to do what we needed at the store. It seems like selling and activating an iPhone should be core knowledge at the Apple store. What a disappointment this consumed so much of our day.

Tried to help me get my deceased sons ICloud pictures, but I didnt succeed but not their fault

The employees in this store(this is my second bad experience) are very belligerent and are completely oblivious to what professional customer service looks like. The first time, I was buying a new laptop. The guy had no patience for showing me the features- just buy the computer and get out was his attitude. The next time(today) I had a Genius Bar appointment because my Series 11 iphone was constantly glitching and freezing. They sent me to a sales person instead. He argued with me that I had a sales appointment instead of a Genius Bar appt. He was incredibly belligerent and combative. I asked to speak to the manager. She behaved like a frightened child. I was wearing two masks and standing six feet away, but she was practically hysterical. I have been a patron of this Apple store since it opened and have never received such consistently unprofessional attitudes. Miraculously, everywhere else in the mall employees were courteous, cheerful and helpful without any angst. I dont know who hired the staff at Apple but the experience is not worth it. There are plenty of other places to find Apple products with staff that behave like professionals.

Not many customers can go in at once, but kind employees, and quality service. Also, great phones, tablets, and computers.

I have never felt so uncomfortable, unwanted, and unwelcome in all my life than I have been at this Apple. I was immediately judged by the employees and guest from my appearance despite the fact that I just get off work. Im pretty sure if I announced myself as a US service member the outcome would have been different. Never again will I come or refer anyone to Apple if they is how they portray their business. The police officer treated me with more respect than the employee did... sad. Very sad.

Broke my phone and then demanded I pay for it! I went in with a battery problem. Their highly trained geniuses said, no it was my screen so I paid for that. Said my battery was apple therefore couldnt be the problem. Days later a second appointment:, battery is still losing about 40 percent overnight. Again, they assured me it was not the battery, battery was Apple. Had I tried wiping my phone and reinstalling? Came back a third time, same problem. Supposed to be an hour repair to replace the battery. Hour and a half later, oh your battery was not an Apple so we are not going to repair it and we broke your screen so you have to pay us for a new screen or a new phone! I got loud. They told me I was being disrespectful. No name calling. Just loud. With them disrespectfully breaking my phone, talking over me, refusing to read their own notes, refusing to comply with their warranty on the replaced screen. After 50 minutes, they offered a replaced my phone with a used phone - 10 minutes, would I wait? An hour later, the phone they brought out would not work, claimed they had been charging it yet it had no where near a quarter charge. Said they would email me. I had been waiting 2 hours! As of 12 hours later - no email, no used phone - all I have is the phone they broke!

By far the worst place ever to go to for service or assistance. I understand that I dont dress in my Sunday best but to be told that no one can help me until 20 minutes from closing at 1230pm is a bit of stretch. This is not to include they continue tried to brush me away from the store by saying go do it online. To add salt to injury, a white couple behind me asked the same question and had no appointment as me get assistance immediately. Im still shocked about that. Never again will I go there for any type of service.

It’s my least favorite Apple store as they have no people skills and I’ve have had many problems with them. They’ve lost items of mine and they definitely act like they’re doing you a big favor by interacting with you. How dare them, given that I’ve bought hundreds of thousands of $$ of gear from them over the years.

So if you need help you can only get service via phone . If you are not tech savvy or senior you can’t get help at the store. So disappointed in the service . They were willing to lose a sale and take a return .

Always the best experience from very talented staff here in Marin. Thank you for outstanding service.

No welcome without reserve. Pandemic caused.Staff barely wants to talk about laptops I want to buy. They just want you order online. Thats it.

We came to this store 3 weeks ago, my wife needed a new iPad Pro. The red marked the social distancing while we waited in line. Was asked what we were buying, temp taken and waited for 30 minutes.Each table served one customer.Not much fan fare or happy smiles once inside the store. Our sales person seemed bored. I suppose its a big deal for us to drop $1200 in 15 minutes but routine for Apple. My wife wanted a shopping bag, they ran out.The sales tax in Corte Madera is higher than San Francisco so might be better to shop in SF. Maybe sales people will have a better attitude.My wife totally loves her iPad Pro and stylus. So Im happy we dont need to go back to an Apple store any time soon.

Nice if you like appl

They sell Apple products.

Be sure to ask lots of questions because you will not get the full details about time needed for work orders, pick up windows, etc. Poor communication around service, just apologies.

Horrible customer service!! 1 hour waiting, I got a message with option to extend the waiting time, I sent option with 30min, they extended it for 55 minutes. What’s wrong with you guys! I arrived to the store and complained. The girl told me to seat and wait. I was waiting 30 minutes. Nobody came. I asked again how long to wait, it’s my time already. She said I’ll check you in now. Was waiting again but nobody came. Just wasted 2.5 hours of my time and I need to go in another one store, may be customer service will better there.

The store needs Torv back. Why he’s not there any more boggles the mind. He remembered me, showed me what to buy. I trusted him. These other people just don’t seem to care, much less remember folks. Hey manager: why not pick up the phone and get him back?

Apple Store design has evolved to an almost minimalist design. A lot of Apple associates offering to assist.But I would buy my next mac book pro at Costco and save some bucks. Im a tightwad!

Nice place

Employees do not know what they are doing. Went to upgrade to iPhone 11 signed up to trade iPhone XS in the employee said we don’t take them here we will mail you a box to send it back a month later no box and they ripped another 500 straight out of my checking account. Now I’m spending hours working with apple customer service. DO NOT SHOP AT THIS STORE!

Wonderful customer service! Was greeted right away and helped over to the technician station where Linda helped me out. Linda the technician was fabulous! She knew exactly what to do, was incredibly knowledgeable, patient, and spoke in a very user-friendly and understandable way. She helped me solve my problem in 5 minutes! Would highly recommend Linda for technician support!

Came here during the pandemic. Got tested for temp, then was given water to cool down. Stellar service!!!

The Apple staff were incredibly knowledgeable, courteous and very helpful. Answered our questions and made it so easy. It was a very good experience! Would recommend to friends and family.

Great staff but Apple is just weird. Everyone pays the price of the fashion.

Russell was super patient and informative. very chill guy 10/10

I called because my MacBook won’t turn on. The boy that spoke to me was very rude and hung up the phone on me while I was still talking.

I went here fora simple purchase. This location has very friendly and helpful staff. Customer service is swift.

Great costumer service.

Bought an macbook pro a year ago for $2200. The touch bar went bad just after a year and because the warranty expired they wanna charge me $475 to fix it. And its a apple defect. I had my friend with me he was going to buy new mac pro and when he saw how they treated me he stopped and thats was my payback. Never buy apple again.

Absolute worst service I have ever received at an Apple Store. You wait for 2.5 hours just to talk to someone; then they tell you that they are out of batteries for my IPhone and they will text me when they get them. Meanwhile, 10 days later - nothing. I called the store - they rerouted me to technical support (not at their location), where I was told me that I was not put on the waiting list for the batteries, but they will be happy to do this for me now, and it will take 2-3 weeks for the battery to arrive. I asked what about the 10 days I have been already waiting and they said, Hold on, I will call the store and put me on hold. I was on hold over 1.5 hours, and then the call dropped. I called back - identical procedure, 2 more hours on hold and the dropped phone call. 30 minutes later my battery went dead. Nobody called me back, even though they asked both times for the call back number. They did, however, sent me a link explaining what batteries are in general (!)Time to look at other smart phones - this is truly disrespectful to the consumer. Is Apple now too big to care about its customers?!

They need another store. They are all too busy and cannot accommodate their own normal flow. Appointments do not mean you get helped. Very frustrating for those of us who workUpdating three star review to two star. Just asked why the 20 minute wait for the appointment is taking so long .... 30 minutes is real time. Curtly told my appointment is in 10 more minutes.Update: I ended up spending 6 hours of the day in the store. Had to take leave for an appointment and go back to the store.Each visit was for the iPhone XS that I bought new just 2 days prior. The battery was not holding a charge until 1pm with normal use and all background refresh turned off.Ended up transferring to an 11. The battery is better however (still not better than iPhone 7&8) when I listen to audiobooks via headphones the volume on the iPhone 11 will not let me turn up high enough to hear over normal background noise like the car driving down the road or ... anything.Tried to research online and find many people have same complaint. Called and they said never heard of the issue.

I waiting 2 hours the customer service is horrible and can’t manage

My experience was very disappointing. Im trying to switch from my android phone to iphone and was sent by Apple phone support to the Apple Store for troubleshooting the data transfers. When I explained my problem, two techs complained about how long it takes for data transfer. Then my tech person said, Sorry. We cant help you, but I have a special phone number for you. When he gave me the number it was the standard support number whos tech sent me to them. I found the techs attitude rude, arrogant and unkind.What a waste of time.

Good experience today when my parents needed to upgrade/replace their phones. Chris was super chill and helpful with my mom’s setup and Jhakarra was incredibly patient with my dad’s endless (and occasionally off-topic) questions. Excellent customer service! 👍

Went to store to find some help on cleaning my keyboard, it got some coffee and I wanted just to have it cleaned. For the first time I felt being pushed on a product. Ian the employee wanted to sell me a keyboard right away for $150. Offer no other solution. I got so aggravated, I let him know. The board was working OK, as I am using it now. Only two of the keys were really affected. Then he offer to replace my old keyboard with same model for $59.00. I just left with no desire to go back. I told him if I had known I would have Google what to do. It was an easier solution than, him trying to sell me a new product. He was oblivious to my comments.

Great customer service. The store decor is minimal but cool.

Horrible! associate named patrick informed me one thing and the next day when i came to trade in phone told me you are misinformed or misunderstood and tried to lecture me. when i informed him i would file a complaint he refused to provide me his full name. when i tried taking a picture to submit for the complaint he snatched the phone out of hands! i had to escalate to manager to retrieve my phone. who in customer service does that? total lack of professionalism, customer service and etiquette. what a joke!

I was helped by Julian today and he helped me solve an issue with a defected iPhone 6 I had bought off craigslist. The phone was not under warranty, but he searched every possible way to help me and solve my issue, and in the end it was a wonderful success! He was so kind, and said his reason for going the extra mile in helping me was just to pay it forward, and he really seemed to go out of his way to help me, in ways that Im not sure are common at the apple store. It seems the staff at this store are genuinely interested in helping people. Thank you so much!

Very helpful!

12:00pm: Looked for an appointment for iPhone 7+ screen replacement and battery. Got one at 1:20, same day.1:20pm: Great service, in and out with a new screen and battery in an hour and a half.

Great service!

Consistently the worst service of any apple store. Over charged for repairs and the staff do not know about compatibility of phones with different carriers. My worst nightmare is having to go there again.

You get what you pay for and thats why I made the switch to Apple. every time I go to this location theres always somebody that has an answer for me to my question yes I spent a bunch of money on a new I Mac but its the best machine Ive ever had and Im super happy with the customer service I received and will continue receive at this location.

All I wanted was an unlocked phone. No one could help. Had to wait for a specialist... Go figure

It’s an Apple store. Location is nice. Staff is overly helpful. And it’s often very crowded.

What a disappointment. I called and set an appointment to replace a battery, giving Apple my MacBook Pro Seriel number to be sure they have the right battery in stock. Apple schedules an appointment, I go in and am face to face with some smug 20-something named Eric saying they don’t have the battery and “what do I want him to do about it?”I remind him that to come here means time off work, arranging schedules—for many, child care— to get this done in the midst of a work day. His face is flat and this list of real world concerns obviously strikes him as distantly quaint.He says “what if you actually had a software problem? We can’t assume it’s a battery” . Tech answer to real world concern. Nice.Also—really!?!Even when I straight up tell you it’s the battery? Do you really distrust your customers this much? Wow.If you, a normal human being, want to slam face to face with the incredible arrogance and superiority of young white tech bro culture—this place is awesome. They literally don’t care about you, your time or trust you (simple being) to know what’s wrong with your device.Come in, grovel, beg and then reschedule for the pleasure of doing it again.No wonder there’s so many one star reviews below.

Super friendly and efficient staff....able to change iPhone battery in less than 2 hours whereas every other Apple store we contacted told us that wed have to leave the phone overnight and come back the next day.

Sofia and Mikkol help me at the apple store, I was in a hurry this day and they really helpful with customers, I highly recommend them, they are a team work 2👍👍👍

The Last two computers my wife and I purchased are Mac and weLove them. This store is great.

Horrid service trying to trouble shoot via phone or on line. One CANNOT even make an appointment either way. The last 2 times . . I literally had to go into the store and make one. HIRE MORE PEOPLE! Its getting cheap in all ways too. My phone hardly over a year is a piece of trash. Truly. Even a Apple Genius told me so . . under his breath.Tomorrow I have to go in after trying for 2 days to troubleshoot my problem or make an appointment. I am very seriously thinking about switching . . like 3 of my friends already did. Service is my problem right now but really . . ITS THE PRODUCT.

Great staff!

Pleasant

I was playing with their iphone 7 jet black, and one staff person asked me if i need any help. I told him i liked the glossy finish, and asked whats new with their camera. After hes done explaining, he just walked away with the phone without asking me if Im done playing.

Apple is the worst. Company designed to milk people who dont know about computers. Congratulations on buying your next already obsolete computer. Nice screens though.

The service here was great. They made me feel very well taken care of, and they told me the pros and cons about the product that I wanted to buy. I recommend buying your product here!

Surprisingly delight experience.After reading the many negatives review dealing with customer service at this Apple store location, I was prepared for the worst. However, the worst was not the case, far from it in actuality.I did make an appointment and showed up thirty minutes early. At my early check in I was notified that I would not receive any help earlier then my registered appointment time because of the high number of walk-ins. This was reasonable so I waited outside in the beautiful courtyard. I walked back in exactly at the time of my appointment, was given a seat at the genius bar, and received help within five minutes of sitting down. The issue had to be checked out in the back which took no more then ten minutes, I then was seen by a technician for another ten minutes. Thats it.I let them do their job, and they solved my issue in a timely manner with great customer service.

Sadness! I usually get exemplary help from this Apple Store and am made to feel valued and appreciated, but today when I went in to ask a question about a notification I kept getting on my iPhone 6, the gal who helped me was borderline rude. You could tell she was not into helping me, she didnt do anything to explain better the trouble I was having, and when I said gosh I still dont understand, she just looked at me like oh well, and I left the store. Too bad because my experiences at the store have always been lovely up until today.

Clean and right on point. Great customer service

Great when its not busy, good service professionals, and both recent occasions helped resolve two key issues on my macbook including battery replacement under applecare, glad I had that cover in place. The manager Ryan is also really good and engages with customers

Hard to get someone to help you here. 9 times out of 10, you’ll witness someone stomp out in a rage. Oh Marin, I love your enthusiasm for life.

I had just a great experience- people were helpful and fast, the store, of course, looks awesome and the technician solved my problem in no time.

Cool store with great products, but service can be a little hit and miss. Product enthusiasm isnt a replacement for good customer service. Also probably not the best idea having a non native English speaker greeting at the door. Having to repeat myself three times after only two steps inside the store gets frustrating quickly.

I always come here to get my Apple things fix the replace store to shop the people are always very friendly very helpful even when its totally packed inside so I would recommend this place for anybody who loves Apple products

My brother thought I would really enjoy my Apple Experience so after 25 years of using a windows based PC I found myself at the mercy of the THE GENIUS BAR….my experience, being a 60 year-old-working-women…WAS ABYSMAL AT BEST. If I didnt have to keep my new MacBook Air….I would take it back. There is nothing wrong with the computer…just the people who are given the task of teaching me how to use it. Its not as though I havent paid for the privilege of being talked down to…and being treated like a stupid child. Avoid this Apple Store unless you enjoy being treated as challenged. I was mortified at my treatment!!!

Im not sure Ive ever left a bad review before, but here I go. While I love my Macbook Pro and my iMac, and I would never trade the product in for another brand, I have never been screwed around so much, and wasted so much of my time as I did at this store location. Two weekends in a row I drove over an hour to get there and ended up being stuck all day, waiting for them to fix things that shouldve been completed already when I came in to pick up my ready and fixed computer. Both dropping it off and picking it up was a chaotic mess, and I will never go back. I gave them 2 stars because even though I am beyond frustrated at their communication with and shuffling me around so much, they were pleasant.**I gave them 2 stars and changed it once I realized they ruined my display and I had to take my laptop in again (to another location since I wouldnt go back) for them to send my computer out for another 2 weeks to replace my display. The Walnut Creek store even got me in when AppleCare screwed up my appointment, telling me they only one they had was 60 minutes from when I called so I rushed to drive the 40 miles to get there, only for them to tell me I had no appointment. Thankfully, they got me in. Needless to say, I am very dissatisfied with Apple right now, after giving up 4 Saturdays in a row to deal with them.

Meh. I have macs since the first Macintosh circa 1984 and have always been pleased. However, now the software quality is dropping badly and the genius bar is now just so-so. Probably a sign of the improving economy that many of the best have let to work elsewhere. Either way, essentially the service is still FREE so it should be hard to complain.

Perfect example of Marin: efficient, pretentious, hipster, & friendly staff.They have an area called the Genious Bar, where I was told I needed a new phone; I said forget that; I went to G** Sq***, where I walked out with my original phone working perfectly. There was a little piece of rice stuck in the charging port. How about that Genious?

Son bought iPhone there, staff was helpful and friendly, got what he was looking for worked out well for him.

Solutions galore! Great staff.

11:30 appointment. store scheduler at 11:57 moved me to another table to wait for tech. Stupid me, I had to leave at noon for a work appointment. No technician after 1/2 hour wait.Moral to the story. Book an appointment, but like Comcast, be willing to wait 2 hours to get help.

Great service- Jake did the sale in 5 minutes and Jakara made the setting up of my new iPad Mini fun.

Great customer service. The staff here is very friendly and helpful.

Unplesant impressions. We are from far abroad and while buying we could not get rid of a feeling that the salesman would rather sell anything to a native Americans than had to deal with these foreigners . Though maybe he just really does not like his job in general. Anyway. Not good at all. And definitely its people factor.

I have been in this store at least 100 times in the past few years. The people are incredibly helpful and pleasant. My wife and I have actually become friendly with a few people who have helped us on more than one occasion.Much to my dismay today I encountered one of the rudest people I have ever met in a retail store. His name was Trevor. Apparently he was in charge of appointments for the Genius Bar.If this was the first time I had anything to do with Apple, it would have been my last. Luckily I have had so many great experiences that I can forget him.But management ought to get him out of there before he turns off other people who are visiting the store for the first time.

Just bought an Iphone 4 there today, it took three minutes which is awesome. We have bought 2 ipads and an iphone and they are always great

I was helped very promptly, and was able to get exactly what I needed, completing my purchase within 15 minutes.

It’s apple, pretty dam squared away. Friendly, helpful, very good service

All I wanted was to return a flawed earphone that broke within two months of opening them. Worst customer service experience at Apple. Told me a 20 min wait. 40 minutes later they left me standing waiting for someone to come find me. Sitting alone. Poor communication, poor customer service. What happened Apple?

Good luck with your appointment

Visual site. Energetic-helpful staff

Just your standard Apple Store! (This is review of the store, not the company)

They ran very late for my appointment but gave great service when they got to me

Ridiculous wait times. Unfriendly staff.

Another excellent Apple store with the usual helpful and knowledgable folks serving customers

I paid them well to repair my 7plus front glass screen and a few months later my certified repair, water resistant phone (supposedly resistant to 1 meter of water for up to 30 minutes) had gotten water inside of it from a wet towel laid over it because it was overheating from being outside in the sun. Went back to Apple who insisted their repair was appropriate but then refused to stand behind their obviously inadequate screen repair. Next time Ill have it repaired somewhere cheaper since Apple wont back their repairs anyway unless you have applecare plus. Good luck.So....why would Apple use water resistant as a marketing ploy if they tell me at the store...... well water could get in any hole like the speakers etc.... guess its really not water resistant. Very disappointed with Apple..... expensive and unwarrantied repairs...Really?

Replaced an IPad today for me and I am thankful. I returned the one I had after three one hour trips to your Genius Bar because I could not connect to an unsecure WiFi for the love of Pete. The new one works and I am online at Starbucks ... thank you ! It was the old device

Typical apple store. Nice, clean with a lot of phones, iPads, MacBook and accessories. Staff is helpful and prompt. I havent used the genius bar so cannot comment on that experience.