*** FRAUD ALERT - CHECK YOUR REPAIRS BEFORE LEAVING ***
Brought my MacBook Air in because it was not recognizing that a charger was attached nor that it had a battery installed. The laptop would power up but repeatedly reboot. If the sign on screen did appear, the moment I would type my password and hit enter, it would shutdown.
Made an appointment at this location and the woman who I initially dealt with was lovely and professional. The issue was diagnosed as a faulty USB-C board. The replacement cost was reasonable so I decided to move forward with the repair and was told that it would be ready in thee days.
Three days later I received a call from a technician and was informed that my computer was ready for pick up and working perfectly again. He even proceeded to try and upsell me on a new battery which I declined.
I went to pickup my laptop later that day. I was pointed to the appropriate table where I signed in and showed my ID. The man went to retrieve my laptop and when he returned, began the payment process. I requested that we check that the computer was in fact working and he proceeded to tell me that it was impossible because he didn't have a charger. I pointed to the dozen or so on the table next to us, that I was at three days earlier, and he informed me that those were for intake only.
At this point in the standoff he kindly reminded me that I had signed a contract authorizing the work be performed. He then went and spoke to another woman who decided to "make an exception" and allow me to use one of the chargers on that table. The moment one became free and I plugged the unit in, a technician immediately appeared and hovered over me. I believe the "We Have A Thinker" alarm went off in the back. He watched nervously as the computer powered up. Low and behold it did the exact same constant rebooting while not recognizing the charger/battery that I was told had been resolved. I even showed him the video I made of it prior to dropping the computer off.
The tech frantically scrolled through his iPad looking at the repair notes. Even he was exasperated, as obviously this wasn't his first experience having to clean up somebody else's mess. He then suggested that he remove the new board and put the old one back in and that there would be no charge.
I left with my still broken computer, but at least I didn't have to pay $150 for the privilege. Please check your devices before leaving this scam of a store!
Visiting from out of town and my phone stopped working. I was helpless, everything is in my phone. Went into this location and was assisted right away. Within 15-20 minutes I was sitting down with a technician restoring my phone. Aesthetically this place is beautiful. The crew here is so put together and courteous. Great selection of all Apple products. Professionalism A+!!!! Love this spot.
Waited for 30 minutes at the iPhone table with intention to buy a product, no one asked if I needed help. Went to the front and asked an attendant for help they sent me to another technician who googled my question on a Mac, showed it to me, and walked away. Proceeded to wait at the iPhone table for help and then left because no one was available. Beautiful store with lots of products so at least I could play around and test the devices.
Employees are lazy and clueless to protocol. Made me transfer to a new phone alone on slow WiFi and after hour of waiting for the transfer that didn’t work, asked me why I was transferring in store with slow WiFi. Told me to do it at home. Next employee told me I can trade in the phone with a box that will ship to me, only to find out that a box can’t be shipped to me and I’ll have to make another trip down there to turn in my phone.
Ask for Chris Cobar. I walked into the store and not a single employee acknowledged me for 45 minutes. Then Chris appeared out of nowhere and finally helped me. He’s the only reason I’m leaving a 5-star review.
Staff was not helpful or attentive at all. I was inside excited to buy a laptop and no one came up to me asking if I needed help. After 15min I went up to some woman named Gigi. She started ringing up the transaction and I told her how there’s a student promo going on and she was like ok let me see your ID. I let her know I didn’t have it on me and the other Apple Store didn’t tell me I needed it. Online I don’t need to input my student ID information so she didn’t help me at all. I literally had to buy it online and did a pick up at QCM because this was the worst Apple Store I ever been to and I didn’t want to step foot in here again. Get it together.
I’d like to give full start to stuff’s guiding you in store. But 1 start to the inventory manager. Scheduled a picking up at 7:30 in person, wait from then till 9:00 pm, order is still in processing. Apple support told me from their end it shows the model I ordered they still have it in stock, I don’t know why the guy who didn’t let my order to get passed. One start to show my respect to whoever did this job at least still a human being. But I believe monkey can do a better job than him or her. Respect :)
I feel like reviews should be helpful for other customers. My review is solely based on my experience for an in store pick up.
Yes, it was crowded but it’s expected especially during a new phone launch. That was not an issue for me at all.
To reduce my waiting time and make my experience quick, I opted for a store pick up and headed there once was my order was ready
My experience turned negative the moment the staff member “helped me”. Off the bat, he asked what I purchased which to me is normal and standard procedure but as soon as I mentioned Apple TV he sneered and obnoxiously laughed. He asked why Apple TV and if I knew any of the specifics and proceeded to talk with his coworker (throughout the entire pick up) saying things like “he doesn’t know why he got Apple TV” and “he thinks it will look good” and then continued to “test” my knowledge of technology asking what tv I have. He laughed at my attempts to answer the question and I completely disengaged after I knew what he was intending to do - which was to get a laugh at my “lack of knowledge”. I don’t have a problem having a conversation but when your intention is to make fun and belittle someone, that’s when I have a problem. Also, I do not need to justify my purchase for whatever reason, but I can tell you that I know my Apple products lol.
I left the store, annoyed because what should have been quick and simple turned into an awkward and uncomfortable interaction. First and probably last time I visit this location.
I hope the staff member,along with many others that are mentioned throughout the reviews, get retrained.
And I hope the staff member sees this lol. Just know you suck for that and I hope you or someone you know doesn’t have to go through that.
Visit: Sunday, Sept 21 around 7:10 pm. I was wearing a brownish flannel shirt.
I made a business reservation to pick up six iPhones and confirmed twice before my appointment. I arrived on time and followed instructions to use the fast lane, but was told no phones were available. This was very frustrating after driving a long distance, and my business rep never followed up with an apology or explanation.
Thankfully, another Apple Store was willing to listen and accommodate me. While I didn’t get everything I needed, I appreciated their support. My advice to business owners: confirm carefully—don’t take promises for granted.
They are absolutely useless. They say they fixed my computer a month ago, it stopped charging. 2 weeks later it won’t charge again. They also never pick up the phone, the in between people are very sweet but the ones who actually do the repair refuse to pick up the phone and offer any help
Worst Apple Store to go too on top of I called in about some headphones that I dropped off that never made it back to the store. One employee smooth told me I’m hanging up on you because I specifically “where are my headphones”. Then I call back just to be put on hold for mad long. I promise y’all don’t want me coming down to that store.
I came in to pick up an order at APPLE DOWNTOWN BROOKLYN on 9/9 and was told I needed to return with the original case to complete the warranty exchange. After doing exactly that on 9/12, I was then informed that the item was no longer available. On top of that, I was made to wait again, only to go through the entire process with technician support just to do the exact same recorder replacement. Honestly, Steve Jobs would be embarrassed to see how far the quality of service has fallen. This is not the standard anyone expects from a company built on innovation and customer care. ROHAN was EXTREMELY HELPFUL and wish he was an actual manager to support me on this! I wanted to only give him 5 Stars and not for my initial experience with manager Brandon and a woman with blonde Hair. You cannot pick and choose which customers you give better service to. Everyone deserves fair and consistent treatment.
Horrible service! I came in at 4:25 for a 4:30 appointment its now 5:00 and even though I've asked for service I haven't been given any just told to wait. I have to pick my child up at 6:15 how long will this take !! My hair will be gray by them time i make my way to pick him
up!!!!
Back in 2022, I purchased an iPod Touch from this Apple Store and unfortunately received two defective units in a row. The first one had issues right out of the box, so I brought it back under warranty. The replacement I was given also turned out to be defective. After that second experience, I decided not to go through the process again and just left it alone.
It was very disappointing at the time, and I hope the store’s quality checks and customer support have improved since then. I wanted to share my experience so others know what I went through.
I highly recommend this iSpot for its excellent customer service. The staff are very efficient and responsive. Mr. Bright assisted me and resolved my issue in just two minutes over the phone, whereas I was unable to receive assistance at three other places. I am truly grateful for such outstanding support.
We had an odd dilemma with our Apple 16 pro Max charger failing. So after a reset and another visit they were happy to swap out the parts to test to see if there was a manufacturer's defect and it was all free of charge. This is one of those rare Apple places where everything makes sense. By the end they were able to explain the problem. Your customer service was on point and they were able to communicate effectively with us and alleviate our fears. If an issue like this would happen again. It is worth noting to go early in the morning to be able to be serviced faster. And we were lucky enough that we didn't need an appointment for our second visit. It was just come in and and hand over the phone to be fixed
Customer service. It's unbelievable, but it's the chicken market. So many customers there, I never saw a store having so much customers and everybody. It's so polite and helpful.I was amazed myself. The only problem is getting there with a car. It's unbelievable to park there.There's no parking. Without being said, New York City transit, you risk your life riding it.
Horrible customer service. I came in two weeks ago because of a crack in my laptop screen. when they told me it would be a 10 day turnaround to get it fixed and asked if that would be OK, I said I really needed my laptop for my job and asked if there were other options. They told me if they help me send it out then I can get it repaired and back delivered to my door in 3 to 5 days, so we set that up and they removed my laptop’s tracking location and I go home. 3 days later I receive a call from the store saying that they are unable to send out my laptop for service because my tracking wasn’t removed. I explained that one of their employees walked me through the process and approved it before I even left the store. they make it out like this is all my fault and like I was somehow supposed to know that the laptop tracking wasn’t removed properly and that it was somehow OK that they just let it sit in their store for three days instead of calling me immediately. They walk me through removing the location for real this time and I ask if now the 3 to 5 day window I was promised for the repair is starting over and they say yes. if only this was the end of their customer service ineptitude!
After another 3 to 5 days, I checked the progress of my laptops service on the support website. To my surprise, it tells me that my laptop service repair was completely canceled and that they were going to ship my laptop back with no repairs. There is no explanation given as to why, and I wasn’t even notified via call or email. Good thing I checked the website! When I try to call Apple, they have no information on why this happened and when they try to transfer me to the store, the line doesn’t work. I then go to the store again the next day where after 90 minutes I am told they have no information as to where my laptop is, why the service was declined or any information on whether or not it will be repaired or has capacity to even be repaired. The store manager tells me he will make this his priority and call me first thing the next day with updates.
The store manager, I can only describe as a professional Gaslighter. He calls me the next evening with no updates on the status of my laptop. he tries to blame me by saying I missed three emails from Apple that day. I tell him the only email I’ve received from Apple since I approved the service on my laptop over a week ago was a customer service satisfaction survey from yesterday. He then puts me on hold and comes back to say he was actually looking at emails Apple had sent me over a week ago. Clearly he had not actually looked into my case at all and was just trying to make it my fault somehow by making up emails. He tells me there’s nothing more he can do despite not getting in contact with Apple support and instead he arranges a call between me and Apple support.
when I get on the line with Apple support, they tell me that the store has all of the information and they want me to be put back on the line with the store. I tell them to please not do that because the store has claimed they have no information and appears to be incompetent at helping me. At least the Apple support line is the first group to acknowledge that this is their company’s fault and not mine. I am in put in touch with a senior manager at Apple support to look over my case. after being on hold for about an hour he tells me that the reason that my laptop was declined service and is being sent back to me is because THE STORE was supposed to provide the repair center with information on my laptop that they never responded to so then apparently they had no other choice, but to ship me back my laptop. This nightmare still isn’t over and I haven’t been able to do much work for two weeks but at least those Apple support center was able to figure out where my laptop was and how I would be getting it back and what went wrong.
Unfortunately, if the store had handled their service properly, this all could’ve been avoided. Their lack of competence and accountability is stunning.
This has been my Apple Store for years, and I’ve always received excellent service (brought in my MacBook for repairs, and I purchase all my Apple services through the store).
Today was no different. My visits are always pretty quick, and the agents are always professional, though today, even with the store being exceptionally busy, Asha (the agent helping) got me taken care of in minutes, while being sharp, awesomely personable, and still professional.
The store itself is incredibly cool, with a well thought in product layout, and a stage that occasionally serves as an Apple event space, showcasing new products and services.
I’ve been buying Apple products for years and have visited most Apple Stores in the metro area. The Downtown Brooklyn location has consistently provided poor customer service, from floor staff to management. They prioritize the bottom line over the customer experience.
Apple is about more than hardware and software—it’s about the experience from the moment you walk in to when you leave with your new product. Here, that experience is tarnished. On multiple visits, I’ve stood by a table for over 10 minutes without anyone offering help. When approached, staff often seem indifferent, as if doing me a favor by acknowledging me.
Manager interactions have been equally disappointing—biased, dismissive, quick to say “no,” and hiding behind vague policies rather than offering solutions. At other Apple Stores, I’ve had the opposite experience: friendly, accommodating, and customer-first service.
Although this location is only two blocks from my home, I now shop online or at other stores—even if it means traveling farther. That’s how consistently poor my experiences here have been.
This review is specific to this experience -- we brought in an Apple Watch covered under Apple Care+ before coverage ended. It had been through the washer/dryer and had a mind of its own, changing between apps but still functioning.
They did an 'inspection' and said the watch was totally fine and handed it back to us. Several weeks later, the back piece totally came off then we were left without coverage and a piece of trash.
Really frustrating experience to be told your broken watch is fine after washing and drying it for it to break at a later date.
More than 4 years coming to this store to buy my iPhone and this year the service has being awful. First came in on a Sunday waited for an hour and a half Noone could help me with my purchase. Then came in on Monday 8/11 at 5:55 the employee name Chris in the repair table was rude to me took the chair rudely and talked to me with disrespect then I approached to see he's badge to take his name to do my review then the manager Edith came to tell me he felt disrespect with me and they couldn't continue giving me service at the store because the employe that first disrespected me didn't want me to take his name to report him.
Might be the worst Apple store in NYC. I came in visibly upset because my phone of 3 years abruptly stopped working. O'jay at genius bar, first asked me if i was going to cry in a condescending tone. I said no but i am upset because i don't want to lose all my data. He recommended a third party service to retrieve the data but it was ridiculously expensive so I was trying to determine if it was worth it. He abruptly told me he ended the appointment, and said “I already told you what to do—your appointment is done,” while I was still actively reviewing the Drive Safe website he had just recommended. i said you haven't solved my problem so how on earth could my appointment be done. he seemed rushed to leave for his lunch break. didn't address me and immediately started filling in another associate named Brandon about my issue who i assumed he was passing me off to.
One of the things I was most upset about losing was my significant progress in a wellness app that meant a lot to me. He pulled up his own app progress unprompted to mock me and let me know he was going to “go play with it now,” as he left for his break. which felt unnecessarily cruel and tone-deaf. I don't know what prompted his behavior towards me but it is unacceptable. As an apple customer for over 15 years i have never had an experience like this at a Genius bar.
Overall, the store felt chaotic and dismissive. Staff seemed more interested in chatting or wrapping up for breaks than actually supporting customers—especially those visibly upset. Just because this location is in a busy Brooklyn neighborhood doesn’t mean customer service standards should be any lower.
I've also been trying to get in contact with a manger about the situation since July 30th, to no avail
Poor customer service. The sales people talk among themselves and do not address the customers. Why? 15 minutes and I had to walk out without buying anything. I addressed three different sales people, two of them told me they would send someone, and nobody came. the third one asked me if i was planning to purchase something. I said yes and she walked away.
They were very attentive and helpful. Customer Service and A and I'm an android girl. My son needed to charge his iPhone before the concert and I needed to get out of the heat. We are sitting on their tree seats . Don't sit on the railing a nice lady will come over and ask you if you need help and then ask you not to sit on it. But she was very nice about it. This store is Kaila New York approved
Overall, I find this store & its employees to be egregiously unprofessional. I had an issue in which, over about 24-48 hr, my battery went from working perfectly to my phone restarting frequently/randomly unless I plugged it into power. So I made an appointment at the GeniusBar for after work, assuming I'd need a battery replacement. I was on time for my appt but still waited 30+ minutes for anyone to see me. Jaden was the person "helping me"; he was dismissive & condescending. When I asked why my battery had degraded so rapidly over such a short time, he told me that it's normal for batteries to degrade over time. I've had iPhones for 13 years; I know batteries degrade over time & this was not that. But he continued to say it was. I also had an issue with my phone's max volume randomly decreasing with no way to increase it. Jaden dismissed it as a "software issue" (even though it was happening on numerous apps) & did not address it further. He confirmed my need for a battery replacement & told me to pick up my phone in 1.5hr.
When I returned to the store 2 hours later, it wasn't ready. I was told by two employees (1 was a manager named Tiffany) that there was a crack in my backglass that was not caught during the original inspection & that it became worse during the repair. Tiffany informed me that they would be fixing it free of charge since it wasn't caught during the original inspection & that this was why the repair was taking so long. I knew that there was no crack in my back glass when I provided the phone; I take care of my things & clean my phone at least once/week. But since Tiffany said they'd replace the backglass at no charge, it didn't matter to me that their team was being dishonest. She said they needed another 30m to finish & when I returned to the store, the team gave me my phone with no battery repair & a backglass that was newly broken into many pieces. They told me that they could not repair it because one of the parts was third-party (they didn't specify which part) & because they were closing, but that I could come back later that week & would have to pay for the newly-broken backglass. Fat chance. This was after a 4hr ordeal, only to receive my phone back in worse condition. How can anyone trust these people? If the employees had damaged the back glass while repairing it (instead of due to negligence), how did they not know it was third-party when Tiffany first told me about the backglass & that they "needed more time" for my repair? If they'd already started, they'd have known at that point there was a third-party part. Which is yet another thing that leads me to conclude they broke the backglass before starting. Even the employee who checked me out acknowledged the phone was given back in much worse condition than when I dropped it off. So 4hr spent at Apple & all I have to show for it is a phone that is in much worse condition than it was before I gave it to them.
When I called the store back the next day, the manager on duty (Kate) told me that a manager would never have told me they'd replace the backglass for free. Even though Tiffany and another employee told me that several times. When I called Apple Support the next morning, the woman I spoke to confirmed that it was documented that there was no damage on my phone upon inspection when it was received & said the Apple store should uphold their agreement to replace it, since it was the fault of their employees. But after speaking to Kate, I received more dismissiveness & denial. Another manager (Briana) called me a few days later, just to tell me the same things and continue lying/placing blame on me.
I was kind throughout this transaction with the Apple employees, as I've worked retail & know how terrible customers can be. But these employees have routinely deceived, dismissed, blamed, & screwed me over. It's a shame that Apple can destroy someone's phone, take hrs out of someone's work week, & cost them hundreds of $ in damages without rectification. Apple should be ashamed of this store & the employees should be ashamed of themselves.
I called that store and have bought cellphone because that was my mom birthday and sometimes they don’t have all the colors in the store and i preferred that would be good idea to call them and buy few days early so i called 16 may explained them everything paid money and i was told my cellphone supposed to be ready 18 may 123 flatbush avenue Brooklyn 4:00pm to 4:15 i came here 4 amd they were so rude there wasn’t my cellphone they didn’t even respond my question they eventually they said that’s not ready for pick up and they didn’t even let me know no call no text message no email then i called again on the number they gave to me and canceled my purchase and in order to approve am telling all the truth and nothing but truth am uploading pictures screenshots where is my order number and everything too shame on you apple how could you work with that service level they are treating costumers as animals I won’t go there ever!!!
Mischa is the absolute best!!! I’ve never had such a welcoming, genuine, kind person at an Apple Store ever from right off the bat. The gentleman who helped me to check in was also very professional and genuinely friendly. I’m absolutely delighted that I decided to spend the money on a product I could depend on and be treated well without having to read someone or teach them basic manners. Whomever is running the place is doing fabulously! Thanks so much Mischa #sparkleandslayallday btw sparkle=princely title from an actual Congolese tribal king named Lumbendo (king of fire). So sparkle sparkle your highness xoxoxo
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