Apple Santa Rosa Plaza

Many times people wonder why online sales are increasing, people are losing their jobs every day! But I think today I realized why. And really the customer service at the Santa Rosa apple store “sucks” the guys are so rude. I don't think it's that complicated to smile and serve a customer, they should be better.

- Danilo Hernández

I went to the Apple Store recently for help changing my Apple account password, and the experience was disappointing. The staff were dismissive and made me feel like my problem wasn’t worth their time. When I explained the issue, they told me to use the Apple Support website or app, even though I had already tried those options without success. I came to the store expecting real help—someone who could guide me through the process or troubleshoot the issue—but instead, I got the sense that they just wanted to move on to the next person.

- J M Tappe

I can understand this is the busiest time of year but it’s best to save your time and energy by not coming into the store without an appointment. Pretty much the worst customer service I’ve ever experienced after shopping here for over 10+ years. Went in with the intent to buy headphones but had a couple of basic questions. Taking a look around the store, plenty of employees were not occupied yet not one bothered to acknowledge us nevertheless ask if we had questions. We tried to ask for assistance but were told we needed to wait our turn without being offered to be put on a waitlist or some type of system where we can be one on one with someone to have our questions answered. After 30+ minutes of waiting we finally decided to leave. I’ve read similar reviews recently of people who have experienced the same thing. Obviously management doesn’t care.

- Rose Diaz

Employees are more focused on checking in customers versus answering questions. I had a specific question about a phone upgrade scenario and the employee checking people in didn't bother indicating that was his role, so when he couldn't answer my questions, he just looked away and started helping other customers. Then I asked him to check me in and when the next employee came to help me, she wasn't able to answer my questions so she went back to ask the first employee. He then went to a third employee to get an answer but told the second employee to help a new customer. Once he got some information from the third employee he went back and told the second employee rather than come tell me directly. But the second employee had already moved on to a new customer, so l was left standing there. Service at this location is sub par and diminishes the Apple brand.

- Brian Haven

I walked in to purchase a new phone and trade my old one and waited over and hour and a half to be helped. Just for a new phone! There were more than enough employees on the floor, but they didn't approach me, maybe they were new employees and not enough knowledge. Also, they did not help me set up my e-sim on my new device and now I am trying to figure it out. Nevertheless I was expecting more professionalism from an apple store. I hope that management takes this into consideration and tries to remediate such turnover.

- Isaac Quintero