Welcoming and friendly staff. The store is pretty cool with lots of devices to check out and play with. The place isn’t crowded much so it felt comfortable to get in and out. It’s a big store and they have got a lot of items on display tables to play with, I would definitely come again!

I was at this location picking my new iPhone 13 plus and immediately walked in this lovely lady greeted me with a genuine smile and ask me what she can do for me!! The next guy who helped me with the setting was very friendly and helpful with a good conversation and big knowledge of the apple tech

Made an appointment through Genius Bar to repair my AirPods which had an issue of not pairing on the right side since the beginning of my owing the pair. It turned out that the right pod was not charging, I got a new charging case and a right ear pod for free. Good service and pleasant atmosphere.

Open and airy. Not too crowded. Lots of product displays to play with. Staff available for help.

One of the worst experiences at any apple store. Worst customer service, representative looked like they were programmed to say one one thing again and again. My order was ready for pickup, and i requested them to pick it earlier than the check in time, but the representative was so rude and keep repeating same thing over and over. I requested to their supervisor but for that too they keep saying not possible, call again, no supervisor present. Come on Apple you charge so much money for your products the least you can do is hire some courteous customer service representative who at least understands customers situation and help them instead of just repeating same script over and over.

Great products but customer service can be better. If u arrive 5 min late the session will be cancelled but they will make you wait 40 to 60 min if ur on time ..

Staff was pleasant, got in and out quickly. No problem.

Super fast because no one was there. And the staff were pretty friendly. Right now (coz of rona) the lobby is fully closed, you wait outside for them to call you to come to these bank-teller-like windows. If the wait was longer or if they weren’t so cheerful, it would have been 3 stars. But there was even tons of parking options nearby. Probably worth the time to drive out here instead of going to one of the mall locations...

Until we the people get the right to repair I will continue to boycott apple, came in with a small hardware issue with the thermal sensor the genius said we can replace it if you shell out 645$, thats not a replacement thats a new phone, we dont do repairs, for hardware even when I showed him the part online that was faulty he said just get a new one. Apple really is the worst. No right to repair no business from me, I can repair my 25 yo washing machine my self but not a phone

Had my laptop fixed here. Easy to navigate the process, and communicate with staff.

I came in with a 15-inch macbook pro with keyboard and screen issues. After being told they couldnt do anything for me, the genius wasted my time trying to persuade me to buy a brand new 13-inch Macbook air because it has a better processing system. I have no interest in a 13-inch Macbook Air, and the problems I was having with my computer had nothing to do with its processing power. I told him I was happy with my computers processing power but he wouldnt shut up and stop trying to sell me a computer that he didnt even have in-store. I feel bad for Apple employees because they deal with seeing the worst in people but it would also be cool if i wasnt inclined to hate them because theyre conditioned to make drawn-out sales pitches without even assessing if its relevant to the client or not.

I came here to get my computer fixed expecting a long wait. to my surprise I was in and out within 10 minutes and then it was ready in a week. Good service from Michelle.

All glass store, no line on a Saturday afternoon, staff was super courteous though I only bought a cheap iPhone case, they were attentive.

Bad attitude experienced during repair status check.When I asked whether the repair info will be released to third party, they questioned me “is there a reason you ask this question” with a suspicious & unfriendly attitude.

Had great help even though I didnt buy anything today.

I waited for more than an hour for my turn. I met Daniel who simply said that he was busy having lunch. Their overall service is horrible. My problem was still not resolved

Worst experience with Apple ever!!! Just purchased a Macbook Air a few days ago. The laptop just blacked out with voice over on without any reason. I was not confident with this new laptop and just wanted to replace to another one. The rep called Scott, was trying to convince me to keep this laptop. I really didnt have time for the hassles and just simply wanted to replace or return it. He started being a JERK and said I had to get my student ID because I went with the education promotion. But no one checked my ID when I purchased or picked it up in the store. If I wanted to replace it, I would have to pay extra money. He saw I really insisted on my decision. He said in front of his colleagues Just replace, Im over it. at the first place. Later on, for some reason he came back and trying a second time, saying the old thing without considering my feelings and concerns. Frankly, if someone really cares and offers good customer service, I might consider their advice. But with that guy Scott, Im very happy with my decision and no regret at all. Im impressed that Apple hired this kind of person working at front line. If hes the manager or taking any leadership role in this store, I highly encouraged you not to go. This is the closest Apple Store to my house, but Id rather drive a few miles more to purchase in another store. Such an incredible experience!

Besides the long line with appointment, service was great the all the staff were very helpful

Great service! Nice area in Stanford shopping center !

Like every Apple store, it was a beautiful building. I was there 30 mins before they closed and they were still a bit busy. I went in just to get an Apple Watch charger since I forgot to bring mine on my work trip. I was in and out within 5 minutes. The sales associate was nice and helpful.

Great customer service. Fast, no-fuss experience with the Genius Bar guys.

Excellent service. Really helpful when your iPad goes belly up.

The genius bar is very nice so far, but the people who stand outside are not good in costumer service, this is the third time that they are not professionally able to talk/ explain politely. they don’t know how to speak wisely to us. Of course it is all about the look, the outfit ... you know Palo Alto . I am practically dressed, and didn’t do anything wrong, not only one person talked to me, two of them as if I was not being respectful about the waiting line and as if I didn’t understand or I am breaking the rules or whatever they consider it. So please Apple staff learn how to communicate with clients . I was politely out of the line, away from every body waiting for my turn .Just to make it clear it is not about the Genius Bar, his name is Veirn, very polite and respectful.

Firstly, the employee at the door immediately tries to defer my issue to online support, and he lies about how the online will just send me brand new Airpods if I simply call, which is not true since I have had horrible problems with the online customer service. Then the employee at the door says with a slight attitude that I will not be able to be seen for an hour by the “Genius” bar. So I, naturally, ask for the manager. After letting the manager know of my issue, he says that there will be an appointment in 20 minutes, which just irritates me more that they have a guy at the door which his job, obviously, is to defer any technical issues to other means of unreliable support. Ironically, as soon as I step out the door, I get a tex message that my appointment, which was initially an hour away, is now available. After talking the technician, he says that there is nothing he can do about my Airpods, and the fact that I spend so much money with Apple makes no difference. Well, guess what? I don’t care how marginal my contributions is to Apple’s top line…you are not seeing a dime from me anymore. Cancelling my subscriptions, too.

Phone bricked after updating to iOS 15 - Genius Bar rep more less told me to eat $*@% and buy a new phone. Phone was only 20 months old. Unreal....

Not buying anything from apple anymore…they purposefully make the old AirPods not work, just like they did with the old batter for iphones, and they exoect us to buy new ones…apple is not getting my money for any new devices…and this store was no help

Beautiful location, quick assistance. And Mark was absolutely amazing! He solved my airpods problem immediately and without issue!

An apple store like any other.Feels special since this was their first ever Apple store.

The service at this location it’s bad it looks like I’m at a bad Chinese repair shop. We paid for the most expensive devices in the world just to have a bad service?! I won’t be coming back to this location again.

Store manager mark is very unprofessional and he don’t know how to provide good customer service

Made an appointment to diagnose my sons old Macbook Air. Staff is very professional and knowlegeable. An very pleasant experience.

I came here to replace my defective AirPods Pro. I was pleasantly surprised by their exceptional and quick service to resolve my issue! The process simple and not convoluted. They replaced them immediately. Excellent customer service.

Ridiculous wait times with an appointment. Enough said

Poor customer service. Had an appointment with them for a trackpad issue. They asked me to wait at the Genius Bar and I waited for 45 minutes and nobody showed up. I got annoyed and decided to return the product. The customer reps at the front didn’t even apologize for the mess up. Never gonna come back to this store ever 😡

The Apple store is great. The employees all know exactly what they’re doing, how to do it, and how long it’s going to take. They’re very professional and courteous. This is my favorite Apple store by far.

A regular Apple store in a very big open space. Lots of staff who are always there if you need them, lots of product from tv, phones, headphones, earbuds, drowns, computers and more.The store roof is very high which makes the place very pleasant.

I almost always have a good experience here and even through COVID their staff have been very helpful and easy to work with.

Nice store. Experienced slightly average support service here, support staff of genius bar was not very well equipped to handle support issue . But store is really nice. Covid time - only limited counter open . Cannot have full store open for view

Great service, great store!

It was a fast visit. Much easier to get somebody help you compared to pre-covid days. Hope they learn something from these days to manage wait time better in the future.

Would give 0 stars if I could.Dropped off laptop to get key replaced - told it was a 24hr in store repair.Was contacted a few hours later and told it needed to ship out to repair center for top case replacement of entire keyboard and that I was told they would contact me if anything changes ; was told entire thing would take 5 days.After a week I could not get any updates on repair - finally learned it had just gotten to repair center due to shipping delays from the weather (ok, no ones fault) - still took a week to even get tracking number to learn what was taking so long.Laptop then sat at repair center for almost a week before it was looked at.Finally received laptop back over 2 weeks after dropping it off and all my data was gone because logic board was replaced.Now being told by store that they do not contact for replacement of anything under apple care warranty since there are no additional customer costs. This is different than what I was originally told that I WOULD be contacted of changes.Also being told that I was asked when I dropped it off if I had back everything up - I was NEVER asked this, I did not expect to have my entire laptop wiped just to get a key replaced.Next time I will purchase an external keyboard from anyone besides this apple store and use that instead of waiting 2 weeks to get a blank computer back and spending hours and hours on hold with store.They are trying to get my data back, but the constant excuses of its my fault / it sat at the factory for extra days because of bad weather in Texas (my laptop was in Tennessee) are absolutely unacceptable customer service.Not even to mention that on the day I dropped the laptop off I had a genius bar appointment but still had to wait outside for 1.5hrs because they were backed up.

I was able to schedule an appointment online the night before! Good safety practices all around.

Go see drew. Don’t see anyone else! Long waits. Make appointment

Appointment time doesnt mean anything as you have to wait in a long line. Went into pick up a new phone and accessories and was given the wrong case for the phone that was purchased and forgot the power adapter that was purchased. Things with customer service at this location has gone downhill since COVID...

Ive only had bad service experiences at this apple location.

Very quick an efficient help with picking up my order!

Everyone was very helpful. There was a bit of a wait, but that is to be expected these days. Kevin was able to take care of my dads iPhone problem quickly and efficiently.

Everyone is very helpful at Apple in Palo Alto.

Long waiting, for nothing, no help from geniuses

Very inconsistent experience and poor customer service. I think Apple’s arrogance is worth a note. They manipulate the customer by keeping product enhancements under wraps, so as to not cannibalize the sale of prior versions. When you call and complain, you get 4 different answers from 3 different people. This happened to us when they released M1 Chip on MacPro. The customer service said we could go in store and exchange our laptop (which was 30days from purchase and contact). Store flipped completely and washed their hands of any ownership of customer relationship. Pathetic experience that shows complete lack of customer empathy from a company like Apple. My last Apple product henceforth! 👎🏻👎🏻👎🏻👎🏻👎🏻

Never been at the Apple store maybe my daughters good not me never seen it

Great and friendly service!

Very impressed with my experience.

Excellent location and service

Complete with a glass ceiling and exceptional customer service.

We have been in line for a 2:00 appointment for half an hour. They have two lines, one for appointment reservations and the other for order pickups. They are clearly giving priority to those in the pick up line as it is constantly emptied. The reservation line now has 12 people in line and it hasnt moved in 15 minutes. The arrogance and inefficiency are mind boggling. Apparently, max occupancy is 49. 45 of which seem to be wearing red (employees chatting about), with 4 customers inside.

As always, a First Class store.... Genius Bar was exceptional....

Another nice apple store. parking can be a hassle sometimes in downtown palo alto however.

The genius bar was not very helpful. I had an appointment and my screen was cracked and the back was damaged. I went in to use my apple care insurance to replace the phone. I was told they cannot do that. They only gave me the one option to replace the screen but that was it. I asked about the apple upgrade program to get a new phone but the employee had no idea about the program. He told me that I cannot sign up for it. Then after we hashed out other details, we decided to replace my phone screen, I asked if I could buy a screen protector so they can place it on the phone when they are done repairing it and they said I would have to buy it online (which I do not have my phone at this point) and that they are unable to place the phone screen protector because of COVID... but they are repairing my phone screen? It made no sense. I was then told to come back in 1 hr 30 min, which I did, waited in line again, was told that it was not ready and to come back in an additional half hour.I expected genius bar to know more about their products and programs and the employee that dealt with my issue was very judgmental. He was very quick to judge and was not that helpful on issues with the imessages, and screen freezing.

Awesome reps...

Looking forward to getting mi screen repaired 👨🏽‍🔧👩🏻‍🔧

EVERYTHING IS OVERPRICED IN APPLE LIKE ITS SO EXPENSIVE YOU HAVE TO SAVE UP A LOT OF MONEY

Bad overpriced computers and broken phones that aren’t waterproof

Very nice staff, helpful and kind

Excellent customer service provider by employees.

They do not know answer question straightly and simply. Terrible, even they try to offer nice service.

Online order pickup was a breeze during Covid-19. Line formed outside for checking in, was told to wait on the sidewalk and someone brought the items out to me. Bring your own bag as Apple gift bag costs extra. In all, 15 mins check-in to device picked up.

#free fornite :( fornite mobile I had to buy Samsung galaxy 21 just to play

I made a reservation for 5:30-5:45pm on Saturday with Reserve a shopping session to get all three iphones in the family upgraded.We walked in to the store on time. After 5-10 minutes conversation, we were told that we cannot do the transaction because the store is closing now and nobody would explain why.I waited two days and took time off from my work.Why Apple let people make reservation that cannot be honored?Why I deserve this as an Apple customer for years?On top of this, a stuff member, she supposed to be in charge, was not nice at all. She was aggressive and not apologetic at all, as if all those were my mistake. It was very humiliating for me and my family members.I believe in Apple, its products and its customer service. One person with a lack of Apple culture and customer service will not change our mind on what Apple is.... She is not belong to that culture and should not be talking to Apple customers with Apple expectations.

This is a very nice store. Fully made of glass. A lot of products on display. And friendly and always ready staff to help.

Best Apple Staff in the World! Scott, Darius, and Deanna all helped setup a new iPhone after a recent incident with my screen. I was helped right away, they assisted even after an AT&T transfer issue, and made certain I was 100% taken care of. Please visit this location and know you are in good hands. I believe I asked 300 questions and received answers on every product and every aspect of the phone. Could not recommend more highly - the best staff!! Thank you Scott, Darius, and Deann!!

One of the best in store experience during covid. Went there to pick up apple product. They check temperature. Everyone follows social distancing. Products are cleaned before they hand out to customers.

So happy theyre open again.

Horrible customer service!!! People in charge of Apple Palo Alto take a look of your employees and how they treat customers.The guy at the entrance was very rude “there is no browsing” even though I said I was going to buy the airpods and the employee at the store couldn’t help me, she said “do a research of what you want and order online”.

One of the best in store experience during covid. Went there to pick up apple product. They check temperature. Everyone follows social distancing. Products are cleaned before they hand out to customers.

Nice place to try the devices before buying them. They have cool gadgets from other companies too, like Beats, Bose, Go Pro, DJI and some Star Wars licenced products.

There is line to enter on weekend so better go on weekdays when it is less busy

Apple, second outlet in the world .

Awesome buying experience the staff was very welcoming and organized they let us inside the store in few minutes and we really enjoyed the experience of buying iphone 12 pro . Thanks everyone.

This place is so creepy, like an episode of Black Mirror. Nobody at Apple knows where the computer I ordered to pick up here is. I am picking up an RMA, as well. The waiting room is a bunch of boxes where you get to watch a giant screen of Apple propaganda.

Good service!

Beautiful and stylish branch. Stuff is quite professional and friendly. Apple is still the best on everything !

My experience was great at the Apple store and got everything I needed. Don’t mess with the security cards because they’re kind of mean.

Complaint about my experience in the past three days. I went to the store to get my iPhone X fixed, Serina helped me. I told her my phone turns into black screen in the past week twice, so I came here to have my phone checked and fixed. Serina gave my a new iPhone. I was sooo happy, but when I get back home and found out the gap between screen and enclosing frame is noticeable. I went to the Apple Store the next day to complain about the issue. I got another new iPhone, however this one has cometic defects. I got yet another one.. But this one is a locked phone, it works for ATT but does not work for my Verizon network. So... got another one, I told the manager this phone does not feel right, the grip is sharp and the charging port area sticks out. I take this iPhone home and after a phone call my hair stucks in the screen shown in my picture below(taken in Apple Store-Palo Alto). So I went to the store the third times. The manager whose name is Elle said that, all my previous products have no defects and they are doing this in order to pleasing me. And She told me that this phone is not for you, consider switch to Android... I feel soooo disappointed by the attitude of the manager.

I had a great experience. I came to buy a Macbook and to fix my old one. The Genius Bar support was really knowledgeable and helpful. They tried to get me the best solution with the most discounts.

Rude staff at the door, behaves as if they own the world..its just a commodity and switching cost to another brand isnt as high..especially if customer service is not priority.

Awesome store!

YouTube 2005 sent me here

I could fix my iPhone easily and quickly.

Great and nice Apple store

Visited the Palo Alto store today for the first time. Blown away by the genuine “no pressure” help provided by Josh (from South Africa). Apple associates are always polite but this guy went above and beyond. He saw how indecisive I was being abt picking a watch, ( i had walked in with my SE watch and was contemplating upgrading to a stainless steel version), I shared my concern about being on the last day of my trail period for the SE. He was like wait, you look at everything you want today with no pressure to decide/ buy and I’ll check with my manager if we can extend the offer to you by a few days, he went and asked and I got a few more days to think abt upgrading yay! Then my husband upgraded but didn’t bring the watch strap he had bought with his watch, into the store to return. Now that is usually a problem as the watch face is never sold by itself, but Josh made it happen! 5 star for above and beyond service. Never ever have I experienced such commitment or warmth from an Apple associate. He owned the problem. Love it! Thank you Josh. Oh and bonus store is very pretty with the real plant and trees. For perspective I have visited, the Apple visitor center store, the infinite loop store, and stevens creek store inside the Westfield mall in past two weeks, to buy/ think abt watch or strap and they were all very polite and patient but no was as great as Josh!

Don’t forget your ID. Very safe environment.

Very creative, beautiful and thoughtfully designed store. The big glass doors on the entrance gives you the complete view inside the store. The wood work inside the store is simple and classy and add good looks and feels when you walk into the store. Inside the store it is very neatly organized and sectioned based on the products.I heard this was the first phyical apple store to come up in the California region.Friendly customer service.Parking is little challenging to find.

The folks at Apple were very helpful and made our buying process convenient and easy, specially during these Covid times.

Ive never seen so much red cramped into such a little store before. At least I know Im not colorblind. Good store, I guess.

Big store with all the Apple products available for testing and buying. The staff is really helpful and you feel welcomed, even if you are not going to buy nothing. In the back you have an open area where you can sit and relax. I would recommend for anyone passing buy to get in the store to test the products, even if they are too expensive to buy for you.

Wow, what a life-saver. Was only in Apple Palo Alto for one day, they responded to me within minutes had the charger port on my iPhone 6S fixed and ready in practically no time at all. The price was very fair. And besides that, the woman behind the counter and the young man who fixed my phone were very polite and pleasant to deal with. I highly recommend them.

Always super helpful staff. Curbside pickup available.

Darrius I really appreciate your help & taking care of us thank you so much.

The lady the helps us this morning for marvelous