Apple Carnegie Library in
Washington (DC)

I had a terrible experience with Apple. I purchased a brand-new but defective pair of AirPods. Despite sending repair facilities three times, they couldn’t identify the problem. The last time, they sent the device back to me, but I never received it. I was informed that it had been delivered, but I never received it. The device was delivered to the lobby of my apartment building, which has 300 units, not to my apartment. I informed an Apple representative that I could report the incident to the police and provide them with the incident number. However, they instructed me to find the device on my own. Despite being a trillion-dollar company, Apple’s response to this issue was as if they were thieves..

Sadly the staff made me wait for 4 hrs. To just take care of me at the “genius bar” The estimate was off by 3.5 hrs. Then the guy kept suggesting me to upgrade a phone even while I was clear I didnt want to take that path. Finally he kept avoiding the next steps to do what I was there for and suggested I go home and do other steps before doing it himself . So many things could’ve been done to avoid me waiting /‘d leaving with nothing solved.

My iPhone is faulty, and less than a year old. Apple does not have the equipment needed to fix my iPhone. They won’t provide me with a replacement. This phone is under warranty and they are giving me the run around. Our next phone purchase will no longer be with Apple. A new phone under warranty should not have the owner without a phone until they receive parts which takes over a week. Unacceptable. Take better care of your customers!

I had a very frustrating experience picking up my phone at this Apple Store. I never left the store after dropping off my device. I was actually invited to stay and attend a presentation, which was led by Alex and was excellent—professional, informative, and engaging. This clearly confirms that I remained inside the store the entire time. Despite this, when I went to pick up my phone, I was told I had to go home and retrieve my physical ID. I explained that I had stayed in the store the entire time and had just attended the presentation, but the manager I interacted with, Lynn, was dismissive, unwilling to consider any alternatives, and offered no solution. As a result, I was forced to leave, take the metro home, and return—nearly two hours round trip. I was also told that Lynn had left for the day, only to later see him still working and assisting other customers, which added to the frustration. That said, Stacey was wonderful, and Alex’s presentation was great—both were professional and represented Apple well. I understand that the store managers are Latice and Moe, and I would like to speak with one of them—or another appropriate leader—regarding this experience, but not Lynn. The way this situation was handled does not reflect the level of customer service I expect from Apple.

I had an excellent experience at the Apple Store after losing my phone. One of the team members whose name I unfortunately didn’t catch went above and beyond to help me reset my password and reload all of my data. He was incredibly patient, knowledgeable, and reassuring during what could have been a very stressful situation. Kelz also provided outstanding support—professional, friendly, and genuinely caring throughout the process. Together, they made sure everything was restored smoothly and that I felt fully supported. Thanks to their exceptional service, I left feeling relieved and confident. This level of care is exactly why I continue to trust Apple. Highly recommend this store and its amazing staff!

A great experience at an unconventional Apple store. The museum is magnificent and quite unique; the preservation of the structure and architecture itself is astonishing.

⭐️⭐️⭐️⭐️⭐️⭐️ Reasons why I love this Apple location: 1) stunning architecture 2) they are quick on service 3) overall ambiance However for me what elevates this place is the staff they are always friendly and welcoming. I just picked up my headphones from repair and the person who gave me the headphones was speaking in sign language and had a virtual interpreter. The reason why I’d give this place a 10 star if I could is because the guy had a big smile the whole time despite our communication barrier. The fact that Apple gave him a chance to be part of the staff and facilitated him the tools to perform as good as he does is a reminder of all the the kindness we can spread around with patience and inclusivity. I’m sad I didn’t get to get his name (I was in a rush), but thank you!

nadiabarnes_realestate I purchased a MacBook for my daughter in December 2024. The screen went black two months ago while it was still under the warranty. She brought it to the Apple Store and they advised that they needed to replace the screen. Once they received the part, she was called to bring the computer back to them so that they can make the repair. 24 hours after having the MacBook in their possession, they called her up and said they were no longer on the warranty and she would be responsible for the repair. We have made numerous calls to the corporation and reported them to the Better Business Bureau with no resolve. As you can see, Apple has decided to ghost us and not make any response. @apple shame on you for taking advantage of your young clientele. Has anyone else been ripped off by this large corporation state your claims in the comments This message is in regard to your complaint submitted on 11/5/2025 against Apple Inc.. Your complaint was assigned ID 24110191. Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond. If the company has contacted you directly and resolved this complaint, please let us know. Should we receive a resolution in the future, we will let you know. APPLE DO NOT TAKE ADVANTAGE OF YOUR and Car CUSTOMERS!!! the public and is trequently used potential customers. In the case of your complaint, the business's failure to promptly give attention to

Visited the Apple Store at the Carnegie Library and accidentally witnessed a live demo of the law of diminishing returns: the more staff on the floor, the slower everything got. Despite having what felt like a small army of employees, getting help for a simple pickup/return took surprisingly long. I’d love to see the store tighten up organization and be a bit more attentive. Staff are on the nonchalant side; hoping for a smoother, quicker and perhaps more sincere experience next time.

I purchased a Belkin BoostCharge Pro 3-in-1 Magnetic Charging Stand directly from the Apple Store. The product stopped working under normal use, with no physical damage whatsoever. Relying on Apple’s reputation and the fact that this is an Apple-authorized accessory sold by Apple, I made the trip to the Apple Carnegie Library expecting a resolution. I was assisted by Joe, who was polite and professional in his manner, but ultimately refused to replace the product or handle the issue, stating that I needed to contact Belkin directly. As a result, the trip was a complete waste of time, and I left the store with the same defective product and no solution from Apple. From a customer’s perspective, it is neither clear nor reasonable that Apple sells third-party accessories in its stores, promotes them as authorized products, yet takes no responsibility when they fail under normal conditions. This is not the level of service Apple is known for and directly contradicts the customer experience Apple claims to stand behind. Overall, this was a very disappointing experience and a clear example of Apple shifting the burden to the customer after the sale.

I went to the Westfarms Apple Store in CT and was told my daughter could go to an APPLE store to obtain a warranty replacement. The Apple Carnegie Hall store advised they would only swap out the phone if she had AppleCare. In addition, they made her go to another store for a loaner phone. The employee then advised I’d have to call customer support because I was on the phone. I’m furious that I’ve spent over $13,000 over 2 years with this company, and then be hung up on, the representative basically, dismissed my daughter and walked away. Stand by your devices if you’re going to just have them completely fail within 10 months. So now your products are unreliable and your employees might as well be AI chatbots. I should’ve known better, how does any Apple Store only have a 4.0 review.

Nice place to buy any kind of Apple stuff. We got help from Gwen and she help us a lot ! We were looking for just a Phone and we ended buying an AppleWatch , an iPad , and iPods4 with noise cancelation . There was someone explaining on a big screen on the wall showing how some features of the Apple Inteligence works and how to edit photos on your gallery and some other interesting store. What I love of this store was the building which is a very nice DC building. Nice experience shopping here! Once again thanks Gwen for your help.

Came to collect a phone I ordered online. Sent around to 4 different sales people. One with an Apple badge got offended that I asked him for help because he wasn’t wearing a t shirt and told me to get lost. The others just told me to wait. Eventually had one helpful person who helped me out.

Big shout out to the gentleman, Farma, who took care of my iPhone screen protector replacement while handling a ton of other customers without missing a beat. The guy was a machine, and super nice at the same time. The manager, Sam(antha?) should get some big praise too because with so many customers and employees, it looks like a beast to manage, and she's obviously doing a great job. AND, while I waited (I was a walk-in) they had a tutorial going on in the foyer on how to draw with the Apple pencil and had complimentary iPads to sketch on. I want to go back there just to hang out and spend money-- IF they'd bring the prices down on the watches! Ha! Anyway, kudos to the staff on a job well done. Everyone I spoke with (maybe 5 staff members) was a pro.

A sight to behold. The entire building serves as a shining accomplishment to both Apple and Washington, D.C. itself. Exceeds expectation and distinguishes itself from its suburban siblings.

The seller, back guy w a wool hat (that seemed to be area lead) looked us down bc one person in our party didn't speak proper English. He even refused to give him a demo after+1hour waiting when another member of the staff offered him a demo of the product. Also, they bounce you around with no apparent reason and send you from counter to counter randomly while the staff is roaming around, checking their phones and doing nothing (another business would ran w 1/3 of the staff so that's probably why their products are so expensive...). We purchased 3 iPhone 17 in this trip but really hated the treatment here...Terrible and disappointing experience and service, they should defo investigate the area leader racist manners.

Set an appointment for iPhone battery service - over 3 hours before close. Upon arrival, had to wander the store for 15 minutes before finding someone willing to assist. They then say that they can’t service it today, but I can leave it overnight, or set a “priority” appointment for the next day. Why offer an appointment if you can’t fulfill it? Was a total waste of my time.

Dear Apple Carnegie Library Store Team, I would like to express my sincere thanks to Youssef, Luiz, and Han for their excellent service during my recent visit to your store. They were perfect — friendly, patient, and very professional. Their help made my experience truly enjoyable. I hope Apple recognizes their great work, and if possible, I’d love to see them receive a small bonus or token of appreciation. They really represent Apple’s values of quality and customer care. Thank you again to the team for such a positive experience. Warm regards Obid

You'll walk through in about an hour and a half . The history gallery and Beautiful Beaux-Arts architecture ,Its an amazing building .

One of the more imposing Apple Store properties I’ve been too. Beautiful interior and helpful staff. Amazing to think a building of such architectural legacy is being used for slanging electronics, but c’est la vie. The DC history center is on the second floor.

Easily the coolest Apple Store I have ever been to. They should all look like this with the classical exterior and modern interior.

This place was awesome. I stayed at the Hilton. I was confused whether I was in an art gallery, a library, an Apple Store or a museum. Everything was so nice and they have galleries under and upper level.

The Apple Store located in the historic Carnegie Library is a fantastic blend of modern technology and beautiful architecture. It’s amazing to see how the space has been transformed while preserving its historical charm. Plus, they offer a course on how to be a photographer, which is a great opportunity for aspiring creatives! Definitely worth a visit ♥️

This Apple flagship store is in a historic building that houses Carnegie Library. It's a spacious and well-maintained store, offering all the latest Apple products, including phones, watches, iPads, computers, audio devices and more. Based on my experience, the staff is friendly and attentive, always ready to assist customers. A tutorial was happening in the communal area during my visit, and a presentation was displayed on a big screen. The building's old beauty has been preserved, and it's a clean and organized store to visit or buy Apple products.

Very exquisite, open store with multiple sections. There is always some presentation going on where you can learn cool things about iPhones and even go out to take nice pictures. The service was amazing and everyone said hello and asked if I needed anything.

This former Carnegie Library is a very nice Apple Store. The building itself is beautiful and Apple keeps it very clean. Many of the staff members sign which is great as Gallaudet is not far from this location. I placed an order online and it was ready for pick up in less than an hour. Apple staff I interacted with were very helpful and polite. There are “how to”classes which you can register for in advance. I took one star off because the people working security are rude and condescending. Otherwise, this is by far the best Apple Store I’ve experienced.

It is the most aesthetically beautiful Apple Stores I have ever been to. The staff were very friendly and helpful. They certainly knew their stuff. The visit was shorter than expected but was well worth the trip. Thanks