Went to BestBuy Carmel Ranch to get new iPhone, but the phone guy said he was off in 20 minutes and Id have to come back the next day. Kind of a jerk, seemed like it was my fault. Probably wanted to cut out early. So Im done with BestBuy. Next morning, I went to this Apple Store in North County Mall. Wow. Awesome customer service. Guy named Fern bent over backwards to help me pair the new phone. I was very impressed by his attitude and desire to help. Only problem was the hard wood seats. While waiting for new phone update and file transfers, my butt went totally to sleep. When I finished, it was hard to keep my balance for a few steps. The staff here is the greatest!

I showed up 24 hours early for my appointment at the Genius Bar. The staff was very nice and they let me book a walk in appointment and got to me right away. Someone dropped a water bottle on my computer and broke the screen. Apple was able to fix it and I’ll be back in business soon.

One of the worst customer services I’ve experienced in my life. I requested a new battery for an older apple laptop. I was told there was one at a different location close to this store. I informed the tech that I needed my computer back within 5 days a I’m moving. I never received a call after 4 days. Went back to the store to see if it was ready. They told me the battery isn’t there and didn’t know when it would arrive. So I spent time and money to find out my computer is a big brick and they couldn’t even let me know that the battery wasn’t coming in anytime soon. I will never buy another apple product.

I just went to try to get the microphone on my laptop fixed and the guy broke the back light on the screen while trying to fix it and told me I am basically screwed because I have no warranty. DO NOT GO HERE I am writing a complaint to apple. they were extremely passive aggressive

I went in to get my phone battery replaced. The guy was very rude. It appears to me that he is used to talking to customers that way because the things he got irritated about were not things he should get irritated about.Like explaining to a customer how to turn off their iphone locator gps setting.

Nice and clean and safe and fresh with many options for shopping.

Made an online purchase for in store pickup. They had me in in out in a matter of a couple minutes which I greatly appreciate.

The rep that helped us fix my wifes cellphone is awesome!

Friendly help at the Genius Bar.

The worst customer service. Rod was awesome though.

It’s just not a great experience. This is the second time they just chalk up the software failure as - sorry nothing can be done. I brought in my Apple TV 4K which turned into a brick for no reason. Tried to get it connected but without any signal. Can’t replace. Buy a new one

Excellent customer service and shout out to Evan for his help hes fantastic and fun ask for him!

Great place to hit the mall and do some shopping and get some good eats! I will visit again.

Didnt go here but the mall itself was nice.

Total chaos. Tons of people, staff is all over but are either overwhelmed with appointments or chatting with one another. The store itself is typical Apple store, but honestly with less options. Didnt seem to have a lot of accessories in the back. People hanging around out front just to scam on the wifi. I wasnt thrilled with the shopping experience at all.

Nice staff, packed with anything you need in stock

Due to COVID lots of store closed. Let’s hope this year reopen all stores quickly

A bit too crowded but what can you do?

Joseph was extremely helpful, I usually get very anxious when coming to the apple store for services on my phone, so I’d rather deal with my carrier.But Joseph made it extremely easy-going, informative and quick.WOW! Just amazing customer service !

Apple wake up!! You are loosing sales! Because of your strict Covid come into the store rules! I came in to buy the new twelve and turn in my old phone and I was turned away! Let me say that again! I was turned away to buy a phone! Wanting me to make an appointment a week later.Well guess I’ll keep this phone for a while! Saved me thousand dollars.

The staff was great but gotta say there was this security person working for them and he was extremely rude about reminding us about the masks for COVID. We get it we have to be safe but he couldnt hear us so we lifted our masks a little bit and he was extremely abrasive. Dont employ people that treat your customers like criminals.

Amazing store. Very friendly and helpful staff! Didnt wait long at all

Kept us waiting for 20+ minutes beyond appointment time. Six concierges just standing around doing nothing. One gave the excuse that they don’t have enough techs... wait for it... because of Covid.Well if this understaffing issue of a known quantity, why schedule customers in the way you’re doing?Don’t schedule customers for 6:30 if you know you’re understaffed and won’t be able to meet them until 7pm.Schedule them for 7pm in the first place. Come on geniuses of the bar!We arrived 10 minutes early too! And they unceremoniously asked us to wait away from the shop somewhere. Overall, neither the concierges nor the tech were very polite. Poor and gruff customer service skills.

Very helpful and friendly 😊

Hey Tim Apple,Tell your door people that the name on a customers Apple ID does not have to match EXACTLY whats on the DL when signing people in. If the point is to verify people, you can compare credit card number on file, DOB, e-mail, literally 10 other things better than embarrassing people for using a nickname as a courtesy for THEM to not have to say a more difficult name.Stop hiring nuisances OR make your policies better.An extra 2 stars because the service on my macbook was free. My computer crashed on the upgrade to the new iOS and they helped me get the computer to start up again. The machine has served me well for the last 6 years and I am happy with the product.

Brought my MacBook in for a repair yesterday and received a call it was ready AND FIXED so I went to pick it up. Nothing was repaired and they will not pick up their phone. Now I have to go into another store and waste my time dropping/picking it up because they could not do it correctly.

Never treated that bad from this Apple Store... Ill look for another one. Avoid if you can.

Ive been paying for my Apple Care plus for 2 years, and now that I need to use it, APPLE STORES are closed, and Apple is doing absolutely Zero to make this right. They want to charge me shipping for a new phone because the stores are closed, and also put a hold on my credit card to send me a replacement phone. What if my CC doesnt have any available balance because I am out of work, and bills have stacked?? Mr. Cook or Tim Apple, dont just worry about your share holders...

Just wanted to recognize the efforts of Young, she was direct and straightforward at the Genius Bar. I had encountered a glitch on my operating system and had an appointment to come in. Calm and collective, she listened to my concerns, she was able to quickly diagnose what was happening and was able to answer my questions. My computer was sent out for repairs and now its working great again. Thank you Young for a positive experience.

Amazing customer service! The sales representative was super friendly and helpful! Happy to get my new MacBookPro just right away!

Nice. 10+++

8 employees standing chatting doing nothing and they ask you to wait 20 minutes for a return

Went here to exchange a brand new Apple pencil that had never been used before and thought they would take care of me pretty easily but turned out they wouldnt exchange my pencil because it was purchased past their exchange day regardless of it never being used before. Apple definitely makes enough money to where they could exchange out a brand new pencil for you. Show some love Apple!

The genius bar is far from genius. Everyone is polite, but most of the suggestions they give would be expensive and incorrect.My sons phone that seemed to be having a weird and inconsistent software issue, they diagnosed as hardware and wanted $275 for a replacement. Just letting the battery die and recharging it fixed the issue.My wife had an issue with her year old ipad. It was 2 months over waranty and said they would charge her half price for another one. Instead we called apple directly and they took care of us, at no cost.The genius bar employees just know how to restore and update, otherwise they are just salesmen.

Bought an IPad. Great price!

I give this star for this situation acquired on an iPhone x and with this feature Resistant to splashes, water and dustIP67 classification according to IEC 605294A glass of water was spilled on the iPhone x i it was damaged. I went to the Apple store and I cannot fulfill the warranty cover because the water damaged it and that does not cover it. I let you know this so it doesnt fit you. the one with iPhone x will not expose it to water because it does not work Splash, water and dust resistantIP67 classification according to IEC 605294

I had a terrific experience at this Apple store. Went in to upgrade my phones and it couldn’t have been more simple. The longest part of my visit was the updating and transferring of information on my phone.

Good service

Upgraded review. The store has made a tremendous turn around and the service is stellar. The people are great and very helpful. Its great to see companies paying attention to their reviews and adapting to those changes. Great job team. Ill surely be back!

Went in to get my iPad looked at. The colors on the screen were distorted. Worker wanted to try a reset. I asked if I was going to lose anything on the iPad. He said I had a resent backup so I wouldn’t lose anything. He did the reset. It did not fix my problem and the only backup available is from 2016. What happened to resent backup he was talking about? I lost three years of photos. I have small children and those were important photos. I never would have had him do the reset if I knew I was going to lose anything.

I’ve had an iPhone since the iPhone 3G and MacBook Pro since 2005, after the customer service here I’ll be converting to android and PC.

Good

My boyfriend and I went in and we were completely ignored. We went in to get help from the genuis bar. No one approached us or even told us theyd be with us soon (like some other locations do). I finally approached someone and asked for help. The person I asked was nice but still didnt help us with our problem.All this time spent in there to be told there are no appointments available. Try to call and its impossible to set something up. Waste of time.

Looks like a jail now lol

I had lost all of the birthdays and events on my iPhoneX, I freaked! But a very sweet man names Chase walked me through it very early this morning and now its all fine!! THANK YOU, Chase, youre the best!! Youre exactly what Steve Jobs wanted for Apple!!

I would have to agree with a lot of the other reviews on here. The people that help desk were very vague and didnt seem to want to be there. We also were told A1 hour wait. That was two and a half hours ago and we are just now being seen. No exaggeration 2 and 1/2 hours to the. And were still waiting. Because she needs to get her supervisor for some reason. I hear them telling people one hour and I know that it wont be so theyre giving false times as well. Its unfortunate that this is the way to utilize Apple. I feel like maybe they need four or five stores to keep up with the volume of problems that Apple products have.

Emily is an incredible employee and put our needs and concerns first. I havent experienced this level of customer service ever at an Apple store. I highly recommend that your store not only hold on to her at any cost, but she should also be promoted to CEO of Apple! She is absolutely amazing at her job!!! Thank you Emily!

The Apple store that will take care of your keyboard when you spill coffee on your MacBook. Easier to get a reservation here than at Carlsbad venue. Worth the drive.

Came in for a transfer of service on a phone, and the experience was perfect. Anthony was so patient, and Mike gave my grandparents a class on how to use their new Apple Watch at the same time, both of them walking away raving about how clear and concise their interaction was. Ten plus plus plus stars!!

Picked up an online order super fast, without having to go to the front desk. Sales rep at the entrance of the store looked up my order with his phone, and brought everything to me in record time.

I wen to upgrade my 1phone 7plus for iphone 11/PRO MAX. I spoke one to one person which I am not going to name or describe him. He gave me the basic info on iphone 11 which I read on line. I asked for another help, MICHAEL(a young Philipino man) assisted me making decision. He explained to me in more in depth and realistic way. I will definitely ask for him next time.

Scheduled the appointment to replace battery and need to make another appointment because run out the battery. Couldnt understand the store cannot send us message that battery is not available so we do not need to make the trip. Customer service simply explain they were not aware which battery need it and they will let management aware and improve it next time. Still cannot understand if we make appointment about battery and should have enough part to replace.

So good. replaced my macbook battery and display screen their in for good measure. quick great service, thank you! falling in love with my baby all over again...

I missed the official free iphone day by just a few minutes!

When I fried my 4 month old computer by spilling coffee on it I went in on a walk-in basis since they didnt have any same day appointments available and I NEED my computer for my work...when I went in I was informed by the employee that all appointments were booked for the evening but they would try to accommodate me until 8 pm (2.5 hr wait). Desperate and resigned, I agreed to hold out for the possibility of a cancellation. The staff could see I was dejected over the loss of my laptop and was bend-over-backwards kind, sympathetic and helpful. I was surprised when, within 5 minutes, I was told I could go on up to the counter and be helped by Clayton. After trying numerous diagnostics and even attempting to get my computer cleaned up a little, he recommended I have it sent out for repairs. I appreciate that he tried everything to help me but I had suspected also that the damage was too much to be handled in the store. He was professional, knowledgeable, but most of all, warm. It was nice to be treated as a human and not just a customer. Within 45 minutes I was in and out of the store and my laptop was being processed for repairs. It is expensive but the customer service I received tonight was worth it. Thank you Apple North County for being a bright spot in a long day :)

Closed? Seems all Apple Stores are. Whats that about? Frustrating cant get service, parts, etc.

I enter any Apple store knowing that I am likely to get into an altercation with an employee that has no ability to efficiently solve my problem... Until this store. The service my wife and I received in this store has at least partially restored my faith in the human race. If I ever(and I hope not) have to enter an Apple store again, it will be this one.

Long wait for service.

It was my first time there. Very friendly and helpful customer service and it was fun looking at all the new products available.

Seems to me apple support is not thinking for customer any more. One of the main feature of iphone7 was water resist, which was the main reason I purchased it. However it let me down with such a disappointing water capability so our phone die within warranty. Then apple support claim it is all my fault if the phone damaged by water. Fine, lacking of apple trust anymore, I am going to take off all my $1000 year end apple product purchase list. Good luck Apple.

Why are Apple reps generally sending off an air of arrogance, like its a privilege to be shown items instead of a helpful sales person? It seems like a club they want me to beg to be a part of. Bad vibe. This is one of two stores I got the attitude from in a slam of 3 days. Please have an attitude of helpfulness when I call.

Worst looks good in front of apple store service. Apple is doing favor to us by selling their products. All apple store geniuses know that thats why they make you suffer. All apple store employees so busy like NASA has hired them for next rocket launch and they are working how to avoid collision with comet which is 1000 light year far.

This is the third time I have been to this store. They have been very helpful. They just took care of my hard-drive issue. They were also the ones who solved an issue that Id spent weeks on with another store and Sprint related to my iPhone. Therefore, my experiences here have been good.

I had to wait over half an hour to pick up my laptop. This place is poorly run and super disorganized.

Friendly staff, although had a small hiccup with purchasing/refunding. Nevertheless, they helped me out till the issue was resolved. Room for improvements, team!

After I had battery changed by Apple, my iPhone scanner stop working. I contacted Apple care, then I had to wait for a week for my appointment at Apple store. Technician didn’t even take a time to fix problem. All they said was they are not responsible for the problem since I had changed my screen somewhere else before. So I took my phone to Repair Lounge to see what they can do. They took only 15 min to totally fixed my problem.Not very good customer service. Workers are talking to each other instead of serving customers. I wasn’t impressed their level of customer service.

Nightmare on Apple Street; takes forever to get appointment; You must ask online and wait 24 hours for answer, then spend 40 minutes on phone and get nowhere. Try to go online and book genius bar- impossible. You must call, call center gets appointment schedule and then get link but does not book; then more problems. Finally, Bradley, supervisor at call center helped book workshops and other details. It took persistence and over 30 minutes.

I have to say I’m very frustrated. I simply called to ask if they had the phone i wanted in stock. Miguel answered and instead of simply answering my question he asked for my name phone number and current carrier. I said I’m not interested in signing up for anything i just wanted to know if they had the phone. He continued on for 5 min back and forth before i finally asked for a manager. He said he needed my name and phone number for that. So I hung up and called back to ask for a manager and after mike answered I was informed that there was no Miguel that worked there. I shrugged it off as i was already over this and simply asked him if they had the phone. He said it was his policy that they take information before they released stock information. Good thing I record all my phone calls because this is going to be awesome on YouTube.Wish you could take away stars.

Elderly mother spent nearly TWO HOURS there on Friday only to be told they couldnt transfer data to new iPhone via their wifi so good luck - try it t home!

What happened to customer service?? They are more occupied talking to each other than helping customers. I noticed ethnic and disabled individuals dont get greeted or acknowledged. Very disappointing....

I wish there is 0 rating. Just wasted my 30 minutes drive. Had very bad experience and felt insulted. People there really needs training. I had good impression of all apple stores except this one. It really sucks and changes my impression on Apple products.

Great people, we were greeted immediately and they found the remedy to my wifes IPAD within a few minutes, and then addressed two other issues that my wife had been living with. Walked out with all issues resolved and a very Happy wifie ! We have had the same awesome customer experience with our kids Apple products. We totally love Apple for these reasons. Great products and stellar customer service.

Always fun to come in here! Most times, Im helped relatively quickly, and the staff have always been friendly to me. Store is clean and organized. It can get crowded, but Im a patient guy.

Horrible customer service! Was put on hold for 20 minutes to verify what time my apple appointment was. Ended up being late because they took too long to verify the appointment time. Make me wait an extra 30 minutes to see a technician to get the serial number and run diagnostics. The reason I arrived was for an issue with display coating. What is the point of running diagnostics on physical damage? No point!

Horrible customer service. Staff was very rude. I feel like I got swindled.

Quick response to check phone for water damage... no problemTAUGHT MY WIFE HOW TO AUTO-PURGE WATER FROM HER iPHONE.. THX

I have an iPhone X, an iPhone Xs, a MacBook Pro, AirPods, and I’m looking to buy an Apple Watch soon. I’m a loyal Apple consumer. However after spending hours on the phone this week with Apple support as well as my wireless carrier, I was beginning to question my brand loyalty. After Derek helped me today, my faith is restored. I’ll continue to be a loyal customer.

Great experience with helpful staff in picking out my new phone. When I had an emergency and had to rush back they were still cheerful about helping me at 8:50 and let me stay until the problem was solved. Thank you for this great location.

Crowded as always, with the usual hipster lemmings. Im not a huge apple fan, but Im giving this such a high rating because our technician was an incredibly kind, gracious and knowledgeable guy, and made us feel seen, and welcomed.

I have been to this store dozens of times. They have always been exceedingly polite, attentive and not lazy of uncommunicative at all. Reading these negative reviews baffles me. A couple of times the tee shirt squad couldnt help my problem so they got the manager over and she fixed it instantly.I give highest props to the North County Apple Store. They are a real winning team.

If there were less than a one-star rating, that is the rating I would give this store. Rather than go into a long detailed account of what transpired I will say this: I wasted SIX hours of my time; made TWO 26 mile roundtrips,; was BLATANTLY LIED TO about the diagnostics on my battery (which I caught them in because I mistakenly saw the diagnostics from my FIRST appointment WHICH CLEARLY STATED THERE WAS NO RECOMMENDATION TO REPLACE MY BATTERY AS IT WAS RUNNING AT 99% but was told the battery DEFINITELY needed to be replaced; was told at the SECOND appointment by the shift manager she did not have a General Manager or District Manager I could speak with...Its just the way we operate (her words). What a JOKE this facility is. They should be shut down. CAN APPLE NOT SEE ALL THE ONE STAR REVIEWS HERE! Do they even care? These people are doing nothing less than SCAMMING the consumer and getting away with it. They are quick to say they are not paid on sales BUT WHAT EXACTLY IS THEIR MOTIVATION to lie??!!! Do they have a stockpile of batteries they need to get rid of? ABSOLUTELY disgusted with their attitudes and would never deal with such disingenuous people.

Very professional. Helped me to update my new iPad. Very seamless process.

2 hour wait for iPhone 11 two weeks after release!!!Customer service was ehh first girl at the door extremely snarky service people at the counter nice as can be.I like Apple products but ironically I’ll probably buy them not at a Apple store going forward.

Very cool. I like the Mac Mini.

Staff was super nice and efficient. The place was packed but I got helped within a couple minutes.

My son had a seizure on a Friday night. During that seizure his iphone 7+ got damaged (internally). The phone would no longer charge. The phone is still under warranty so he went into apple to see what he could do about getting it repaired or replaced. Obviously, something that was damaged internally as the phone will not accept his password either which will not allow him to login to his email as well. We have been given the run around between phone support, this store and the Escondido store for five days now. After three trips to the Carlsbad store, one to the Escondido store and 4-5 apple support calls, my sons phone still has not been repaired nor replaced. The attitudes of the in store personnel at both locations is terrible. They act as if they are doing you a favor by just listening to your issue but keep saying there is nothing they can do for us. Phone support keeps sending us back to the physical locations with the assurance the store can take care of the issue. Apple plays the run around game. They make the products, sell the products (for a high price might I ad) but they do not want to support the devices. They take NO responsibility for Faulty products!! And...let me mention again, my son who is prone to seizures has been without a phone for five days now. No sense of urgency to rectify the situation by Apple!!

Got my iPhone fixed here made appt. Did some xmas shopping and then it was fixed. Super friendly and super easy which is the best combo!

Customer service is terrible. A genius by the name of Ian assisted me. I told Ian what was wrong with my phone he couldnt find the problem so he suggested that I erase my phone. I told him that I had already done that, he accused me of lying in a way as if I hadnt done that just because it was not documented. I am very disappointed that they suggested a solution that I told them, didt solve my problem. Ian was very rude. Never go to this apple store!!!!

So I had an issue with a brand new XR 08/02/2019. It wouldn’t chsrge passed 80%. Here’s the biggest issue. It was my birthday and I was supposed to meet friends for dinner. I called the Apple store in North County Escondido. Of course I got someone in another state. They connected me to the store and instead of being put on hold I got hung up on. So I called again. I got back in touch with the store only to talk to a fool that decided to tell me what he thought his manager would say. The manager was on break and good for him. We all need a breather sometimes. I told the person I’d see them in 10 minutes. I went back to the store I got it from earlier on Friday and the most wonderful person helped me. Her name is Madeira. Her customer service is impeccable. She understood what I was going through and got me done farely quickly and wished me a better happy birthday from there on out. She’s an awesome asset to any team! Thank you lady! Unfortunately my second XR are did the samething. I fixed it with a hard reset. I didn’t think of it on Friday. I upgraded from an SE so the controls are different. I didn’t think of a springboard reset. Hey Apple, your techs should know this and recommend it to frustrated customers like me. It would have saved me a lot of time. I thought the battery in the other one was just old and now bad. It might of just needed the hard reset. Thanks again to Madeira for being understanding and supportive.

Excellent educational instructors in their classes. Helpful, attentive

This store is not open.

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Ask for Dillon. Hes the best

This place sucks,, they make it so difficult to make an appointment for a Genius Bar visit. Cant wait to buy a Android phone!

I have been here several times and the Genius Bar employees are always Helpful and the Sales reps on the floor are Apple knowledgeable. I would highly recommend this store!!

Terrible store. Too long of a wait time for no obvious reasons, very little respect to the customers time. I am okay if they start providing 4 hr window ahead of the visit and set the expectations right.

The store and personnel are fine and not the problem. The problem is when you call the store. I have never experienced such terrible service from a major tech company. I’ve been on hold for over 25 minutes on the two times I’ve called. Each time was between 10am-11am so the major rush of fanboys wouldn’t have polluted the store. Doesn’t matter tho, with all the people you see working in the store, they still can have somebody answering the fu*king phone. You guys are the worst and I hate being a fan of your products because you don’t provide the customer service to match. Then again, maybe it’s just this place. I know a few top people here and I will share this experience with them both. Jeff and Ron, I’m talking to you.

Took 25 minutes to be helped after we had a scheduled appointment. Not sure what the point of setting one up if they take longer to help you than it takes to actually do the task.

Tyler Westerhold should be fired. I came here to get my iPhone screen replaced. After I checked-in, he told me to come back in 45 min to get my iPhone fixed.Unfortunately after I waited for more than one hour I was told to come back in the following 5 days to pick it up.If I had known that earlier, I wouldnt have checked in and spent more than one hour at the Apple store.He was very arrogant.Bad experience.

Awful experience!Daughter came home after a simple battery change on iphone. They did not return old phone and handed her an old new phone. No call before wiping everything!!!!could not believe it.Employee says, “We’re not responible”just before she noticed my daughter was going to cry. Will never go back 👎🏻