Apple Broadway Plaza - Walnut Creek, California

K M.

I am writing to share my recent experience at this Apple Store located at Broadway Plaza.

I visited the store for a back glass repair on my iPhone 15 and was instructed to return after an hour, specifically at 1:50 PM. I arrived at 2:00 PM and waited for over 30 minutes to receive my device. Given that the repair itself was estimated to take an hour, the additional delay for a simple handover was both unexpected and frustrating.

When I raised my concerns about the wait time and lack of communication, a staff member named Greg dismissed them and instead emphasized his authority, stating, “I am one of the leaders, so that’s it.” Rather than addressing my concerns, I was simply told, “Let’s just process the transaction.” This response failed to uphold the core principles of Apple’s customer service—listening, aligning with the customer, and assuring them. Instead of demonstrating professionalism and empathy, the interaction felt defensive and dismissive.

Apple has always emphasized that leadership in customer service sets the standard for the entire team. The focus should be on problem-solving, not asserting authority. This experience was a reminder of why Apple does not prominently display titles internally—because great service is about solutions, not hierarchy.

Additionally, this delay had a direct financial impact. Due to the extended wait time, I incurred an unexpected $57 charging fee for my Tesla while I was at the store. What should have been a $199 repair ended up costing me $256 simply because I was left waiting unnecessarily. Had I been heard and treated with respect, this could have been avoided entirely.

I am sharing this feedback because I deeply value Apple’s commitment to excellence and customer experience. I hope this incident serves as an opportunity for improvement, ensuring that every customer is treated with the professionalism and respect that Apple is known for.

a A.

The rating of this store is already 3.8！Isn’t the person in charge of this store worried? ! The service attitude I went to today was really bad, especially the little Mexican girl in the pickup department who was not tall! Seeing as I am Asian, he obviously treated me badly! Because he has a very good attitude towards a person! If a friend has been here to rate it, how many points would I recommend? ! I would definitely advise them not to give a single heart. Let this store's rating become 0.1.

Trish E.

How the mighty have fallen! I used to be ok with charging top dollar for products because Apple stood behind with great customer service. I needed a new battery and got back a phone that had 1% charge on it, no cellular carrier service so my watch wouldn’t work either and they showed me the door and said “reinstall your backup” which I did once it charged. No email works, no Bluetooth devices remembered. It was like a new phone with my apps installed but had to log into everything again. It is 2 pm on the next day and my battery is dead again and I have done nothing but used it as a phone.

What happened to you Apple? So sad.

Ronald F.

Ok I’m frustrated and annoyed but I’m loyal as Apple products rock and they have the best Connectivity. All that being said repair and AppleCare jus t dropped the ball. My iPhone 14 case did not protect my phone again. It’s what Apple made available when I bought the phone in May. So now my glass is cracked. I set an appointment easily in Walnut Creek. A 30 minutes Drive. My annoyance was the genius agent could not do the repair unless he erases the phone. Adding 15 more minutes. Now after that I am now waiting an hour for the phone. BTW Apple Maps said the store was across the street. I’m actually a vendor and shareholder too and this would not be tolerated by Apple if I annoyed the customer. I had to vent and share.

Grace L.

Perfect spot with a big plaza to relax in. Only flaw was a lot of “ education in Apple” kind of kids in here 😂

Andrea G.

Bought my ipad Air 5th generation and lasted 2 years, never drop it or anything, just stopped working all of the sudden. I guess that’s why they only give 1 year warranty.

Julia N.

I am actually extremely frustrated. My husband and I called the Apple Broadway Plaza to see if we could do the military discount in store because we were gonna pay in cash. The lady on the line confirmed that we absolutely could. So we drove an hour from base to this Apple Store (after work) and when we go to pay in cash the guy said they can’t apply a military discount in person and the device needs to be purchased online. This is exactly why I called the store PRIOR to making the drive and having to pay tolls.

toshiro

Made a Genius bar appointment for 6:45. Didn’t get called until 7:20…. Arrived a few min early, was told I need to wait for a text. And the text never came. Sat around wasting time for no reason