Apple Boylston Street in
West New Boston (MA)

Very friendly staff who knows the products they have currently and past products. My partner and I was looking on getting an iPad but didn't know which one was going to work best for the use case. My partner currently has an iPad for AAC Communication and for Content Consumption (ie: Disney plus, Hulu, YouTube...) with the amount of knowledge and information they sales person had made our decision easier to get an iPad Air.

The repair service is useless. You might need something as simple as replacing a battery on your iPhone, and the staff at this establishment will try to convince you to buy a new iPhone. It's pointless to have the best technology and the most beautiful store if your staff doesn't provide decent service.

They were late for my appointment. I was looking for a battery replacement because my phone worked perfectly fine but the battery life was declining. They originally said it would be ready in an hour, then when I said do it, it changed to more than 2 hour. Came back to pick it up and they told me they couldn’t do the repair but could sell me a replacement for $399. I said no thanks I’ll just take my phone back. When they gave it back I noticed they had broken the display while attempting to do the repair. Felt really dishonest that they tried to get me to buy a replacement phone before telling me that they had broken the display. After I noticed the broken screen they offered a discount on the replacement. I declined and then had to wait for another hour for the display replacement. Overall I waited over 3.5 hours for them to not fix my phone.

Excellent service and support. After a self-inflicted issue while setting up our new iPhone, Adam and the team went above and beyond to restore everything—helping us even after store hours during the busy pre-Christmas period. Professional, friendly, and highly supportive.

The Apple Store on Boylston Street is a large, modern flagship Apple retail location in Boston’s Back Bay. It blends Apple’s signature minimalist design with a prime downtown shopping experience — featuring a spacious three-story layout and a glass staircase that’s become a local landmark.

My name is Agnese Malatesta, and I visited your store after New Year's to trade in my old iPhone for the new model (iPhone 17 Pro Max). I encountered a lot of problems during the data transfer, especially with moving my phone data to the cloud, and without the help of the Apple staff in Boylston, I would never have been able to resolve the issue. I am writing this email to extend my heartfelt thanks to the entire wonderful team at the Apple Store in Boylston, especially Turner and Adam, who were the true gems of the store and who fully embody the Apple spirit: kind, professional, knowledgeable, and extremely focused on customer satisfaction. I walked in feeling overwhelmed and left with a smile, happy with my purchase and the overall experience. Thank you, Apple. Thank you, Apple staff, and especially, THANK YOU FROM THE BOTTOM OF MY HEART, TURNER AND ADAM. You are a great team!!! Thanks again, Agnese

I came ini for a crack screen repair and got an estimate of an hour process. When I came back, I need to wait for an hour and my phone is apparently unrepairable, so they promised to replace to a new unit (I have AppleCare). There is 0 communication about the whole process. They said that the new unit should come on Monday but I can't track the process and when I came for pick up, apparently it has not arrived to the store yet. 3 days later I am still without phone and the whole process is just so stressful

Terrence is literally a JOY to work with. As a tech-UNsavvy uncle I bought my nieces the wrong Apple Pencils and he made our exchange so smooth. He even invited my nieces to an Apple class on how to draw on their iPads with their new (corrected) Apple Pencils. Terence is everything that Apple is. Knowledgable, professional and just plain awesome. Give that man a raise.

What an amazing and beautiful store. It has that real apple feeling and the staff at this store was so friendly and so helpful. Even though it was busy, they managed to help me within a few minutes and guide me thru the whole process of purchasing some awesome apple products.

I had a terrible experience at the Apple Store. I made an appointment online for a battery replacement, arrived on the 3rd floor, and no one greeted me or offered help. After a long sit and wait on the chair, while other customer get helped, I approached a girl with long hair and braces to let her know I was here for a battery replacement, and she told me to sit at the bar and wait. While I was waiting, she was talking loudly and flirting with male customers, which was extremely unprofessional and honestly very annoying. After 30 minutes with no update, I asked her again when I would be helped. She acted surprised and said I was “next on the waitlist,” even though I had an online appointment. Eventually, another employee helped me, ran tests on my phone, and confirmed they did have the battery in stock — but then told me I had to leave my phone overnight or come back tomorrow. If they already knew the battery couldn’t be replaced the same day, why didn’t anyone tell me upfront? Instead, I waited all that time just to find out they couldn’t do it today anyway.

Most horrible store for customer service at the Genius Bar the punctuality is not there at all. They never are on time with your apartment and will have you waiting hours. You can show up 30 mins early and they still won’t see you till 20 mins - 1 hour later from your original appointment time. No consideration of you have to do other things or not. Worse Apple Store ever makes you not want an Apple product anymore with all the inconvenience.

Arrived on time for my appointment and ended up waiting for an hour to be seen. I had my appointment code scanned when I arrived and was told to go ahead to the waiting zone. After a while when I checked with an associate I was not even checked in so they had to recheck me in. During my wait, nobody even bothered to check on me. People who arrived later had been seen and left and I was still waiting. BETTER CLEAR YOUR SCHEDULE if you have a Genius Bar appointment and don’t plan anything after it or else you’d miss it for sure

Went for Genius tech bar for macbook repair. Was checked-in by their staff named - Steven. He remembered by name even though I was revisiting the store after 7 hours. Kudos! That guy is a genius. The experience at repair was good. Would have given 5 stars if there was a restroom and drinking water section.

Dear Apple Store Team, I just wanted to take a moment to express my sincere gratitude for the outstanding service I received during my recent visit to your store yesterday evening. My wife and I had placed an online order, and upon arrival, we encountered some confusion regarding the military discount eligibility. Your staff took the time to listen patiently, explain the situation clearly, and handle everything with great professionalism and kindness. Even though the process was complicated, they went above and beyond to ensure that our experience was smooth and positive. As a service member, I truly appreciate the respect and courtesy your team showed throughout the process. It was a reminder of how Apple values its customers. Please extend my thanks to Anna and another guys I had no chance to ask his name, he was with Grey hair, eye glasses, tiny hat and Santa Clause-like smile who assisted us yesterday — their professionalism and empathy made a lasting impression. Warm regards, SPC Manphajong

The genius bar representative signed me up for a corporate partnership without consent. He made small talk to ask where I work and I get a call the following week, at work, claiming I expressed interest in this program (he never mentioned it, let alone asking for consent); it was a blatant invasion of privacy and very unprofessional. Also, I was in for an apple watch repair and was told I would be getting a replacement in three business days; I am not getting a replacement, and the repair is delayed past the estimated time.

Customers who arrive on time to their Genius Bar appointment are not prioritized. Arrived on the dot at my scheduled time and ended up waiting 50 minutes to be seen because they were "catching up on earlier appointments". Also came by again to pick up my repair and ended up waiting 1 hour for a 1 minute task.

Scheduled a Genius Bar appointment to get my AirPods fix and possibly buy a new MacBook Air. Tiara from genius was not only unhelpful but also extremely rude. Sadly Apple lost a 15 year customer today. Great job Tiara

I went in to buy a new phone and Lydia was so helpful!! She was amazing and guided me through everything. She was so friendly, kind and knowledgable. I would go back in a heartbeat because I know she would help me with whatever I need.

The guy name Mark was really impatient. He would really judge you if you didn’t subscribe to Apple care plus even when you were down to buy the Apple product. I knew I was going to buy the MacBook Pro 16 inch the second I stepped into the store but he wasted so many time trying to offer me Apple care plus or other subscriptions. When I passively rejected the offers, you can really tell he lost patience. At one point I wish some other staff could help me out. I was really overwhelmed by the pressure and stress he gave me. My experience was absolutely 1/5 stars. Don’t go to Mark (in my case, Mark was the one who came to me / probably cause he saw me wearing my LV cap) Edited: And I just found out he gave me false info just for me to buy a new laptop. He said “Apple will not fix my old MacBook Pro if it’s touched by a third party store”. The truth is “Yes, Apple may fix a MacBook that was touched by a third party, but it depends on the nature of the repair and whether it's still under warranty.” My old MacBook Pro was under warranty and the warranty covers the repair. He had this information so I don’t know why he said that false information to stress me out for.

I was asked to buy the latest iPhone by a friend. I arrived at the store at 10:00 AM, and was told I was late, since all the phones were sold out—only the iPhone Air was left. When I asked when the new phones would be available, they said they didn't know. Later in the day, I checked the Apple website and saw that the phone I wanted was in stock. When I returned to the store and asked the salesperson if I could purchase it, they told me to check upstairs—there was a huge line, and I could wait in it to find out if I could get one. I went back to online store and saw that I could order the phone and pick it up within an hour. I did that, choosing the phone and color I wanted. However, half an hour later, I saw that my order was canceled without any reason. I tried to contact Apple support online to figure out what happened, but got no response—just a phone number of the store. When I went back to the store, I explained the situation, but they told me they couldn't reserve the phone now—just told me to wait in line. In the end, I got the phone, but the whole experience felt like buying hot dogs at a market, not in a serious store. I give them one star, but only because I managed to get the phone in the end.

Waited for a whole hour for my genius bar appointment and walked out without service and just an "ok" from the staff when I said I could not wait longer. They don't have any follow up on how many people are in line before you or how long it will take to have your device checked. Very frustrating.

⭐️⭐️⭐️⭐️⭐️ “Carl, Savior of the Lost Appointment” It had been years since I last set foot in this glorious temple of tech, but destiny (and my malfunctioning AirPods) called me back. I heroically made an appointment… at the wrong store. That’s right — my GPS failed me, my brain betrayed me, and I showed up confidently to the wrong battlefield. But did they turn me away? Did they laugh in my face and send me packing? Nay! Enter Carl, the undisputed champion of customer service, the Gandalf of Genius Bars, the patron saint of people-who-can’t-book-appointments-correctly. Carl took one look at me — a lost soul clutching a pair of dying AirPods and a misplaced reservation — and said, “We got you.” And indeed, he got me. He swooped in like a tech superhero armed with diagnostic tools and pure kindness. Long story short: I came in confused, I left enlightened. My AirPods work, my faith in humanity is restored, and I would name my firstborn “Carl” if it weren’t weird. If Apple ever builds a statue, it should be of him; holding a tiny screwdriver, smiling benevolently, whispering, “Wrong store? No problem.”

On October 1st, I booked an appointment at the Apple Store because my phone wasn’t working properly. My appointment was scheduled for 3:35 PM, and I arrived on time. However, I had to wait for another 45 minutes before receiving assistance. My phone was then taken in for repair. When I returned the next day to collect my phone, I again had to wait for about 30 minutes before being attended to. The repeated delays were quite frustrating. I would like to request the Apple team to look into this matter and take appropriate action to reduce the waiting time for future customers.Overall service was quiet good.

I recently visited the Apple Store and was assisted by Adam. I want to share my appreciation for his outstanding customer service. He handled a complicated case of returning one phone while changing to another, and he managed the entire process smoothly and professionally. Adam was patient, knowledgeable, and very attentive to my situation. He explained everything clearly, solved my problem without any stress, and made me feel completely at ease. Thanks to his support, what could have been a stressful experience turned into a brilliant one.

This Apple Store has been consistently excellent every time I visit! I recently went in for an Apple Vision Pro demo, and the experience was amazing. The staff were incredibly helpful and knowledgeable, guiding me through all the features and making sure I had a great hands-on experience. I’ve also been here multiple times for iPhone repairs, and each time they’ve been efficient, professional, and friendly. Whether you’re there to explore new products or need support, this store truly delivers top-notch service. Highly recommended!

Morning is best time for fast service. You can replace your old phone to new one additional amount. 12 pro max (300usd worth) can be replaced to 16 pro max 1199$ with adding 899$ (16 pro with 699$)

I bought an iPhone 14 Pro Max & Airpod Max from Apple Boylston. I made an order at 7:00 AM & received an email approx at 9:45 AM that my stuff is ready for pickup in working hours. The apple assistants are so good ?. Overall, it was a great experience. I would love to go there again.