Apple Pasadena

I would recommend avoiding this location. It was one of the worst experiences I’ve had at an Apple Store. I came in to pick up a phone I had ordered, but staff repeatedly ignored my attempts to get assistance while I waited at the pickup table for quite some time. When I finally received help, I was given incorrect information about the phone being connected to T-Mobile, and the interaction felt rushed, as if I was being pushed to leave. I had intended to purchase a screen protector and case as well, but the employee left before assisting further. I ended up going to the Grove location next to the Farmers Market instead, where the staff helped me immediately. Based on this experience, I won’t be returning to the Pasadena location.

I'm unbelievably heartbroken by the experience I had here. I'm a tattoo artist, I have an iPad and an Apple Pencil. I know how they work very very well. I've been an Apple product user my whole life so I'm pretty knowledgeable about their tech. But the issue I was having with both my iPad and pencil was beyond my knowledge. So | sought help from apple, thinking they'd know how to help me. The man that helped me, very nice, kind, polite, whatever. Did his job. BUT his knowledge on how to resolve my issue is what went wrong. He had ZERO idea on how to help me, and instead of sucking in his pride and finding someone who potentially knew how to, he thought the dumbest thing ever, "let's factory reset your iPad and and see if it works after that" like????? What???? And unfortunately when doing that, procreate doesn't have any way to save your projects so I lost YEARS of work and drawings. Once my iPad finished resetting, it still wasn't working, so not only was I disappointed with the fact that he couldn't fix it, but | also lost all of my work in the process of it all when I know it didn't need to be like that. So | left, sobbing because iPads and Apple pencils are expensive and a lot of my old work was gone forever. When I got home though, I played around with my iPad a bit more and ended up fixing it myself. Moral of this story, don't go to Apple to fix your things, some of the people there only know how to turn it off and on and blow on it to see if that'll fix the issue. Figure it out yourself or go through Reddit. I'm so heartbroken about this, I will be for a really really long time, I hope that worker sees this so he can learn from this experience and gain some more knowledge on how to help people like me rather than do what he did and then try to sell me on a new device.

The manager and her sidekick at the Apple Store in Pasadena are the official poster children for why you never, ever book a vacation to Pasadena. There is absolutely no “Aloha” there — especially not at Apple or Best Buy. Zero. None. The vibe is not island hospitable but more “how dare you exist.” Meanwhile, for a $200 plane fare, you could come to Hawaii, where we’re actually nice to people. Wild concept, I know. We have great customer service. We don’t do the whole dismissive-attitude performance art where your 5:00 appointment magically time-travels to 7:25 because someone decided clocks are just suggestions. Let’s recap: your MacBook gets stolen in Pasadena. You’re forced to buy a nonworking MacBook from the very same place. Then when you try to figure out why the brand-new MacBook you just bought doesn’t work, they dismiss you, shrug, and casually lie that your appointment is two and a half hours later than it was supposed to be after you drove 4 hours to get there. Incredible. Truly groundbreaking customer care. Like I said, this Apple Store is the worst — and honestly, it sums up our experience in general especially with electronic stores and the Pasadena Police - try getting them to take a police report. A hyped-up tourist place that doesn’t actually have that much to offer beyond attitude. The customer service? Terrible. The hospitality? Missing. The Aloha? Definitely not invited. Do yourself a favor: go to literally any other location in California besides this horrible store — the one where my sister was treated like she was a rat instead of a paying customer. Or better yet, skip the hyped-up tourist trap entirely. Come to Hawaii. We’ll keep your 5:00 appointment at 5:00 — and we won’t act shocked that you expect your brand-new MacBook to, you know… work!!! Send their tech pros back to remedial customer service school where they will hopefully learn how to be civil to customers!