Apple Pasadena — Local services in Pasadena

Extremely Disappointing and Unethical Service – Beware of This Location

I had an extremely disappointing experience at the Apple Store in Pasadena (54 W Colorado Blvd) that has left me feeling deceived, frustrated, and frankly, taken advantage of. My phone was under warranty with Apple, and I went in to have the screen repaired after it cracked. Since I couldn’t visit the store myself, my father kindly took the device in for me. Instead of honoring the warranty and performing a simple screen repair, the staff convinced him that the only option was to purchase a brand new phone, leading to an unnecessary $700 charge.

This should have never happened, there was no need to push a new purchase. Worse still, after realizing this mistake, we tried to resolve it with the store. However, the staff refused to return the original phone and blocked us from using the insurance coverage we had, effectively leaving us stuck with a $700 bill for something that was totally avoidable.

Since then, I’ve been passed between the store manager and Apple’s 1-800 customer service line, with no one taking responsibility for this issue. The store manager has been especially unhelpful, refusing to escalate the issue to a higher-up regional manager when I requested it. It’s as though they have no interest in helping us, despite the fact that we were misled and charged unfairly. Instead, I’m stuck in an endless loop of excuses and phone transfers, with no resolution in sight.

To make matters worse, this store does not answer phone calls directly. Every time I’ve tried calling the branch, my call is forwarded to the main Apple customer service line, making it impossible to reach anyone at the Pasadena location. This lack of communication and transparency is completely unacceptable for a brand like Apple.

I expected far better from such a renowned company, but this entire experience has been unprofessional and downright unethical. After being misled into buying a new phone and receiving no help in resolving the situation, I am left deeply dissatisfied. It is outrageous that after spending $700 for something I didn’t need, I still don’t have my old phone back, and no one at this store is willing to take accountability or offer a solution.

If you are considering visiting this location, I strongly urge you to think twice. The customer service here is not only incompetent but borders on fraudulent. This store’s refusal to communicate, the misleading sales tactics, and the lack of accountability are shocking. Beware, especially if you’re handling a warranty or...

OMG! I left my minor son in the apple store to run across the street to ATT to purchase a phone cover while he was swapping out the 10 Iphone because it was damaged to a new 10 covered under our apple care insurance. When I got back they asked for my credit card to pay the deductible and I thought the woman helping him had walked him through setting up his new phone, transferring data from the old phone. We walked out spending 99.99 deductible and 50.00 for glass protection top as well. When my minor son got home, a pop up said he had to enter a code for the two factor authentication he allegedly must have set up many many years ago and he didn’t recognize the number ending in the two digits they hinted to that they sent a text to that number to authorize him to get access to his Apple ID where everything is stored for the last 18 years of his life. He doesn’t remember that number he once assigned over 10 years ago to the two factor authentication process and this could have been completely avoided had the staff in the store taking our money-actually inform him or offer to help moved data from the old phone to the new phone before they erased everything from his old phone and we had to be up all night on the 800 customer service line who told us he is screwed unless he figures out what number he once assigned to gain access into his Apple ID where everything in his life is stored for over ten years. In all of the upgrades and new phones we have been in and out of we never experienced this ever until last night. This is a glitch that the in store staff need to safe guard against before they let customers leave the store with a new phone, transferred or upgraded phone to warn them that this is what happens when you don’t get someone in the store to transfer the data from old phone to new phone. His phone is frozen now for good with zero access to I messaging capacity only sending text messages in green mode without use of I-Message and he can’t retrieve his music or photos or contacts. He has a useless phone now. We went into our ATT phone records for the last five years to try to figure out what number is attached to that 2 factor non sense and there was no sign of a number ending in 67 as suggested by the alert! Everyone needs to be aware of this to make sure to get things set up...

01/09/2022 Had somewhat of a weird and unwelcoming experience at the Pasadena, CA Apple store location. At the entrance there was a set up for two lines. One for pick up and Genius Bar reservations and the other for what I assume was regular shopping. Ana greeted us at the door and asked us what my friend and I were looking for. My friend briefly explain he was looking into purchasing a new MacBook but was unsure of which one he really wanted.

Ana was hesitant looked around inside and said there was no one available to assist us as everyone seemed to be assisting other customers already however she let us come inside and directed us towards the MacBooks never did she mentioned anything about appointments or anything like that.

While inside and excitedly looking through the options Robert approached us and asked if someone was assisting us. We said no and he followed with “How did you guys get passed the door? There’s no browsing around. Are you guys picking up an online order?” We said no and it felt like we were being kicked out. My friend mentioned he was shopping for a MacBook and Robert again responded with “We’re not doing any shopping in store everything is done online right now.” My friend and I looked around and he asked “So everyone in here is here because of an appointment? How will I shop online if I haven’t looked at the item?” Robert kind of shrugged and responded with a “Yes they’re all either here to pick up an item or because they’ve an appointment for the Genius Bar” only after what felt like we were being kicked out multiple times did he say “I guess I can answer some questions right now if you have any but there’s no shopping around in store.”

We ended up walking out disappointed and the treatment I felt we had received made me upset I had NEVER experienced such discomfort and embarrassment “How did you get passed the door?” his tone was as if we had done something that was completely out of line.

No “Hey guys how’s it going anything I can do to assist?” Slowly he could have mentioned something like “… by the way there’s no shopping in store at the moment due to X Y Z reason.” He didn’t care about our needs his was more concerned about how we got inside.

Ridiculous, uncomfortable, and...