Apple Stanford Shopping Center

My colleague had such a terrible experience here yesterday. I'm afraid that this store has a culture of CUSTOMER ABANDONMENT, ZERO CUSTOMER SERVICE AND UNQUALIFIED EMPLOYEES. My colleague waited over an hour for his appointment. My colleague was told to come back in 3 hours and his screen would be replaced mind you no other customers were there. He came back and the screen was in the exact same condition (CRACKED). Their unqualified "technician" looked high on some substance, tells him that he took it apart and can't replace the cracked screen. He was then told if he wanted the same model phone that he had to go get it at the Apple Store on University. So not only was my colleague cheated out of paying the small fee for a cracked screen replacement but forced to replace his entire phone paying a deductible and 3 hours gone. How messed up is that, APPLE?! This store in particular is a disservice to Stanford Shopping Center. To avoid being robbed of your time and hopes of having your phone issues dealt with, I would recommend video recording your unpleasant experiences to capture the actions of the employees and posting it for evidence. AVOID this place at all costs! 👎🏽

- Love Dove

You will get attitude from some employees, but for the most part this store is okay. Don’t be surprised if you find yourself standing in the pickup area with not a single employee coming to help you, or at the minimum to ask you if someone is taking care of you. Nope. Some of them are busy doing nothing. When you see this message “Our retail stores are open and look forward to welcoming you”, they do their best, but they don’t always deliver on this promise. And I don’t want to hear “we are understaffed”. Apple is literally the richest company in the world.

- Julio Reguero

I took my elderly mother with me to pick up her exciting new Airpod Pro 2 which are going to have a new clinical grade hearing aid function for the first time. My mother's increasingly worse hearing problems have greatly decreased her quality of life and well being so I'm so excited and thankful that Apple has added this life changing feature. I hope it works when the firmware gets rolled out soon! I am here to thank Apple and encourage them to continue creating these solutions that help improve quality of life for so many, but I'm also here to equally say how wonderful the Apple employee named Kaho was to me and my mother. Kaho was helping us pair the new Airpods but as I suspected they would cause problems, my mother's old ipad and old iphone were not making that simple. Not only did Kaho and Jeff solve our pairing issues but they made the experience truly wonderful. Kaho turned out to be Japanese like me and my mother and switched to Japanese for my mom who does not understand English very well and Kaho instinctively talked loud enough as well for my mother to hear her and talking to Kaho made my mother smile. Most people ignore people who can't hear and will talk to the one who can, but Kaho went out of her way to engage in conversation with my mother. Kaho was truly a Godsend to us! Jeff was also incredible and while Kaho had to help others, he filled in seamlessly and they successfully got the new Airpods connected for us while also being very pleasant. Now we just can't wait for the new hearing aid firmware to be released in a few days hopefully!

- Elizabeth Itoi

WARNING. I acquired the Apple iPhone 16 Pro along with Apple Care, and the salesperson assured me that I would receive a brand-new replacement if my phone suffered any damage. Unfortunately, my phone was damaged just a few days after the purchase. I returned it, and they ordered a replacement, promising to notify me when it arrived. After a month without any updates, I visited the store to inquire about my phone. I was told they attempted to reach me by phone and claimed I hung up, as well as tried to email me. However, we searched through my emails and found none from them. Because I didn't respond, they sent the phone back and informed me I would only receive a repair instead of a new device. This contradicts what I was told when I purchased the Apple Care insurance. The store manager, Marcel, was unable to assist me and explained that since I wasn't present when Apple was issuing replacements instead of repairs, I would have to settle for a repair. This feels like a deceptive tactic used to sell the insurance. They failed to contact me, yet it was blamed on me for not being in the store during the replacement period. If you miss a call, you should definitely try to call back. It’s unreasonable to think I would hang up on an Apple employee when waiting for my replacement. They misled me during the purchasing process and have not kept their promise. I recommend finding another store if you have one nearby. I will be filing a complaint with the BBB.

- Dorie Bonal

I went to the Stanford Apple Store to purchase a new iPhone 16. I have to admit that although I knew my old phone was on the verge of dying, I had procrastinated because I am 62 and felt intimidated. I walked in and found a friendly, welcoming staff. I was introduced to Tyson, who is an absolute genius. He skillfully assisted me and patiently dealt with my old iPhone dying during the process of our session (😱). He was a delight throughout the session. Thank you, Tyson! You’re the best.. 🤗👏🏻

- Suzanne Wieland