Apple Los Gatos — Attraction in Los Gatos

They are a horribly run company. I purchased an Ipad like ten years ago directly from this apple store, brand new. I had it engraved with my email address and name right there in the store. I don't think I ever actually activated it- I am more of a desktop person and never used it. I kept it in a drawer and decided to activate it and start using it. It is still in perfect condition. Apple locked me out of my mac computer, my iphone and the ipad because I had not used the apple ID in a while (I prefer google for everything I use much more and don't usually use icloud; they have great customer support as well.)

I contacted their executive team and they were able to get the mac ID up and running through the iphone and mac, but I had to contact the executive team and they had to have an engineer come in and handle it (the customer support was entirely useless- no clue why they call them 'geniuses'). But they said the only way to get the activation lock off is to provide a receipt. Who keeps receipts from ten years ago? So I sent them photos of the serial number and the engravement with my name and email that THEY did on the back. I also gave them the approximate date of purchase and which store I bought it from.

They said I would have had to still have the receipt. This company is honestly exactly like a true cult. I only go with their products because they are unix based which is more secure than window. I will never purchase or recommend another apple product to anyone again.

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• Horrible Customer Service • Rude Employee who was difficult to understand. • Uninviting Customer "Lobby" • Customers asked to wait outside in the elements • No outdoor heaters or tarps to block the wind except the one put up days ago to keep customers from being rained on from above. • Limited capability (per employees) to assist customers

= 🚫🚫🚫🚫🚫🚫🚫

This is, by far, one of the WORST @Apple stores that I've ever been to. We can start with the fact that customers are expected to wait outside in the elements while staff takes more breaks than they take customers. Secondly, we were greeted by one of the most rude and condescending employees I've ever encountered. His accent was so thick that it made it difficult to understand what he was trying to explain. He was very impatient and dismissive. And when his subpar customer service skills were brought to his attention, he became even more rude and said he's done with our conversation. If we couldn't be helped, then why were we left to wait so long outside? The whole thing just left a bad taste in my mouth. I had originally come to see about switching to Apple iPhones for our family of 6. I didn't need financing. I simply wanted to purchase iPhone 11's for the 4 children and iPhone 12's for us but after the way they treated our party, there is NO WAY EVER that I would spend money there! Like never! In fact, this ordeal has left a bad taste in my mouth about Apple altogether. Why is EVERYTHING so darn complicated and off-putting with you guys? Thanks for reinforcing why I've been #TeamSamsung for 20+ years.

Good luck getting help or a great customer experience at this place! I would recommend skipping this location altogether. You're better off with android but if you must use Apple, pick any location...

I took my phone in for a battery replacement here because a (friendly) employee at the Valley Fair Apple Store said wait times were shorter.

When I got here, the employee at the door didn't greet me or try to help me in the slightest but instead took the time to greet the customer who entered behind me. Confused, I proceeded to the GeniusBar in the back and the employee there checked me in. Wait time was 10 minutes.

A different GeniusBar employee who came to collect my phone was frowning the whole time. When I asked him what was wrong, he said my battery was perfectly "fine" - I have had my phone for two years and the battery is extremely mercurial despite being at 80% health - and didn't understand why I wanted my battery replaced. I responded that battery prices go up in 2019 so I wanted to do it sooner rather than later. He barely acknowledged my response and continued inspecting my phone for damages. I asked if he recommended I take pictures of my phone before I turned it in and he rudely answered: "What do you think??". I was shocked into silence and decided against provoking him by taking any pictures of the phone's condition. He proceeded to PASSIVE AGGRESSIVELY WRITE DOWN "customer wanted to take photos of device" Upon him finishing writing that sentence, I asked if he needed anything else. He said "no, come back at 10 am tomorrow" and walked away with my phone.

Left the store shocked by the consistent lack of professionalism in every employee, from the door greeter to the employee who took my phone. This was the worst experience I've ever had in any customer service setting. Door greeter ignored...