Apple Del Monte

I just had a very frustrating experience with this Apple Store. I have never been to an Apple Store and they’ve messed up my phone more than what was going on with it. Not only did they not figure out what was going on with my phone (and this was a first) I’ve been to Stevens Creek & Roseville Apple Stores, but all the times that I’ve been to Apple this is my first time at this location. They previous stores mentioned have been able to solve my issue and have been super helpful and with great customer service. Not only was the boy that was helped me very rude and not super friendly, He called my phone vintage and I only have an iPhone 13. He basically said because my phone is old it’s my fault that my iMessage is turned off when it was Apple‘s update that made my iMessages turned off in the first place. Not only did he insult me and my phone he also messed it up. He deactivated my whole phone as if I had no service and it had been working all day I just had green texts which was a little frustrating. He said had no idea how to fix it, he reset all my settings, which is highly annoying. Now I have to go back and do EVERYTHING and I’ve had this phone 2:5 years. Like i even remember them all at this point. So after calling it old and breaking it with all new settings he returned it saying SOS and it didn’t even work anymore. So now, I’m on a work trip without Google maps and have no idea how to get to the airport in San Jose hours away with traffic or to the next destination. He then said I need to go to Verizon because he has no idea how to fix it. I will never return to the store. I went to Verizon. The guy was able to fix it in five minutes. I think at this store you should teach your employees on customer service, how to speak with people with tact and to be a little more empathetic and personable. Can I afford the new iPhone 17? Yes. Do I want it ? No. Am I in a rush to get a brand new phone? No. However, don’t ever call my phone vintage just because it’s a few years old when there’s people with androids and flip phones and iPhone 10s still. He was very rude and his comment was unnecessary nor was it accurate because the update messed up my phone and all I need was a new SIM card. Guess what? It had nothing to do with my phone being "vintage" lol. The nerve…..

Apple at Del Monte is a solid spot! The store was a bit crowded when I visited—though, honestly, what store isn’t on a weekend? The employees were helpful and attentive, making the experience smooth despite the crowd. Overall, a reliable 4-star visit.

The store experience is only for clients that are willing to buy product and sell to the max. The other services the apple store offer does not apply. Clients with questions and issues are left behind while people willing to spend money get taken care of right away. I will say the people working at Apple store need to be knowledgeable beyond making sales.

As me and my family walk in the store with an appointment the Genius Bar was pretty busy the lady that approached us right off the bat was making things complicated she checked us in and did tell us to go to the Genius Bar but it seemed full and loud at the time so we decided to wait at an empty table away from the noise next to the Genius Bar i wouldn’t have thought it’ll be a problem because I’ve been helped at another table before so i don’t see why there would be any issues so the lady for some odd reason decided to walk across the store to correct us to not sit where we are sitting and told us to go to the other table when it was loud and packed, i mean did it really bother her to have us get up from where we were sitting when the little table was empty and the store was not very busy exept the bar table. So i found it rude so i told her can i grab another chair because there was only 2 chairs available and we were 3 people and she began to question me on why am i getting another chair while i explained. And she responds i guess in a very rude way. While i sit down i can see her gossiping about me to the security because apparently she didn’t like that i was being logical about me explaining to her so i felt the security boys glancing at me and once i walked out one of the little high school security guy decided to mean mug me while i walked about assuming I’ll be terrified. Very unprofessional from the lady to be gossiping creating tension and very disappointing from the security guard trying to stare me down while i walked out of the building. Teach your employees some respect and also the little security company maybe hire some real calm respectful men that know how to conduct themselves. Very unprofessional

A Genius Bar staff member informed me that it would take 4-5 business days for my laptop to be repaired (it was for physical damage and a failing battery), however, it took 7 days total. That would be fine but the reasoning for this delay is that there was a missing screw that needed to get shipped to the store. The kicker is that I picked up my laptop today and there was still a missing screw! The staff today who helped checkout my device for pickup also was not the most helpful. BE WARNED!! If you have stickers or any other type of decore on your devices, and if need be, they WILL remove them without telling you. I understand that it might be petty to be upset about the lack of communication for taking my stickers off my device but I mean, I paid money for those stickers and to just remove them without asking for consent is interesting. Anyway the staff member who checked me out today did not care about my stickers (which is fine) but I would have appreciated some bedside manner instead of her just ignoring me until I directed the conversation back to me paying all that money. Kinda fishy want others to be aware!!

I was going to provide feedback concerning an awful experience at the Del Monte Genius Bar directly to Apple, but apparently Apple doesn't provide feedback options (or it's hidden on their web site). So I'll provide feedback here on Google so everyone can see it. On the morning of 6/5/2025, my two year old iPhone 14 Pro would not power up. I made an appointment for 2:45 that afternoon with the Genius Bar at Del Monte Shopping Center in Monterey. I arrived promptly at 2:45 and was told to sit at the Genius Bar table and wait for assistance. There were several employees assisting other customers, and most seemed to be having idle conversations and not actually offering support. After about 15 minutes of waiting, an employee approached me, asked for my name, and told me someone would help me "in a minute." 15 more minutes passed and most of the Genius Bar employees had now retreated into the back room and I had still not been helped. Meanwhile two other customers came into the store, and like me they had a 2:45 appointment. They were late for their appointment and arrived at least 25 minutes after I had, and yet when a Genius Bar employee finally emerged from the back room, it was the party that arrived late that was helped. Recognizing my irritation, the customers who arrived late said they could wait and asked that I be helped first. So finally, 35 minutes after arriving at the store and checking in for my appointment, I was helped. After diagnosing my iPhone, the Genius Bar employee told me there was a hardware problem with my phone and I would have to pay $499 to get it fixed. Clearly I wasn't going to pay that much money to fix a 2 year old phone. And I wasn't about to pay full price to buy a new phone directly from Apple when I knew that cell phone companies were offering free iPhones, or deeply discounted iPhones, for switching to their company. And since I was not happy with my current carrier (Xfinity) I was willing to switch to a new one. When I asked the Apple employee which cell phone companies offered free iPhones or discounted iPhones, he told me that only Boost Mobile offered such deals if you didn't have a trade-in. He flat out stated that all of the other cell phone companies required a working phone be traded in if you wanted to get a new phone for free or at a discounted price. So I left Apple and went to the nearest Boost store. Their plans were confusing and they didn't even carry the phone I wanted (iPhone 16 Pro), so I went home not knowing what I would do and not having a working phone. I decided to do my own research online and found that T Mobile was offering free iPhone 16 Pros for signing up on one of their plans for two years - WITHOUT having to trade in a working phone. So I took their offer and will no longer believe what Apple employees tell me. In summary, I'm disappointed in Apple not just because my two year old iPhone failed, but more so because of the awful service I received at the genius bar (being ignored for 35 minutes and made to wait, even though I had an appointment, and then being told incorrect information about iPhone deals with cellular companies). I used to think that Apple was one of those rare companies that offered good customer support. Sadly, I no longer feel that way. If it wasn't for the fact that so much of my digital life is tied to Apple (phone, Mac, iCloud, music), I would dump Apple and switch to Android.

My friend had not updated her phone in a long time and didn’t have any cloud storage left to download any new apps so we took her on a Pilgrimage to the Apple Store and they were very helpful. It took a long time for the latest IOS to upload but feeling empowered, she even went back and took a class during the week!