Last year I was helped by Seth Peterson. Seth is a customer service Olympian. I had possibly the most impressive customer service / retail experience of my life with him. Thanks again Seth!
If you value your time, stay away from this location. I made an appointment well in advance and arrived exactly on time, only to be met with total incompetence. I was checked in promptly, but that was the only "service" I received. I sat there for 25 minutes while staff buzzed around ignoring me. No updates, no "we’re running behind," and zero accountability. What is the point of a scheduled Genius Bar appointment if you’re just going to leave customers twisting in the wind? I eventually walked out. If Apple wants to charge premium prices, they need to provide service that isn't bottom-tier. I was close to move to Android, now it is a done deal…
I have never had a worse Apple Store experience! Their employees are always lackluster but Downtown they are also clueless. I was given a defective product (admittedly company error not an individual issue) after I was poorly advised on compatible technologies. When I pointed out that the store display seemed to indicate my request was possible, I was firmly told that I had misunderstood. After reviewing the specs via Apple website however, I feel confident that I was correct and misled. Now I need to return to exchange the defective product and try to get what I had hoped for in the first place. What a complete waste of valuable personal time! You are better off traveling to another location or skipping the store experience all together. I am beyond disappointed and I will be thinking twice about using these products going forward. Maybe Google really is the future.
The staff in this location does not know the Apple product or understand the design. Me and my fiancé reach the store with a phone that is ready to burst becau5of a battery that has expanded. It is an IPhone 15 pro max in perfect condition, it doesn't even have a scratch, the only problem is the battery. First we are told by the employee that the battery is designed to expand and ruin the phone. After that the manager tells us to be careful of the poisonous fumes that the battery is going to release, refusing to repair the phone or exchange for that matter. Definitely not recommended.
1/24 I purchased an iPhone 17 Pro (1TB) specifically for larger storage. While my iCloud photos were still uploading, a staff member stopped the process without my consent. Two staff members then asked who stopped it — but only the two of them were handling my phone at the time.
Because the iCloud photo transfer was interrupted, at least half of my photos are now missing. I upgraded my phone in order to keep all my photos, but instead I lost them. This experience was extremely frustrating and disappointing.
I was at this Apple Store twice this week. The crew is extremely professional and helpful. A special thank you to Ty and Skot. They took time to explain to me every single detail. They guided me and gave me excellent advice. I strongly recommend this location.
A great vibe all around. It was super busy, but the staff did an amazing job making each customer feel seen and taken care of. Everyone was patient, helpful, and professional despite how packed it was. Definitely a smooth and positive experience.
Excellent customer service, fast and reliable. Big shout to Brandon and Z, the technicians who helped me. We only waited about 5 minutes. Excellent customer service and extremely pleasant people. Definitely recommend this place and those technicians!!
My iPhone stopped charging. I brought it in, the service tech guy plugged it into his analysis computer, and I was told the central processor wasn’t working and that it would cost $499 to fix an iPhone 13. I went home and took it to a cell retailer a block from my home, and had them look at the problem. They called me back in 20 minutes saying come pick up your working phone. All they did was clean out the charging port. They charged me $10. Apple better get their act together pronto!
Service terrible!!!! I definitely do not recommend it. People work without experience. I spent three and a half hours there and no one could help. They erased all the information from my phone and did not return it to the new phone. I am not talking about their attitude towards the customer.!!!!
I bought Apple Watch SE 3, and they have been having functional multiple glitches within several days of usage. I went to Apple Store in downtown Brooklyn. Apple agent checked them and sent them to a technician. Couple days later I got them back in the mail stating NO ISSUE FOUND. I couldn't t pair them, they kicked off in the middle of the process. Several apps didn't t work. Then the same day I got them from apple technician they sopped turning on at all (they have been charged). I called Apple customer service and spoke to a Senior Manager who said to bring them to the store for a replacement. Senior manager made a note for the store. When I came to the store they said they couldn't turn the watches on as well and said they don t care about what Senior manager said and they want to send it AGAIN to a technician. When I told them that technician would repair them with new pieces the watches are gonna be refurbished. Meaning I paid full price for a refurbished watches! Then store manager offered me another genius option: she offered me 50% to buy a new watches from her! Meaning I have to pay 150% for a new watched. The manager in the store is arrogant, careless and shameless woman. So I have to get either refurbished watches or pay 50% extra! What a shame for her! Apple doesn't care about customers or humanity. All they want is your money, and for you to keep their piece of crap that is not working. I will make sure world of mouth will do its job so that people know what this company really is, and what kind of personnel work there.
I wanted to take a moment to give a shout out to Danny, who helped me today at Apple. He was incredibly helpful, knowledgeable, and had such a bubbly, positive personality that made the whole experience even better. Danny went above and beyond to make sure everything was taken care of, and his attitude truly stood out. He was a wonderful help, and Apple needs more people like him. Thank you for having such great team members. - Vonneyy
I visited Apple Store Downtown Brooklyn because my right AirPod was not working. My goal was simple: to buy a replacement for one AirPod and leave.
Instead, the staff ran diagnostics for almost two hours and told me that my left AirPod was working and the right one was not, and then recommended that I buy an entirely new pair of AirPods instead of replacing just one. This was frustrating, because that’s not what I came for.
In the end, I left the store with only my left AirPod working, no solution provided, and no replacement purchased. What’s even more disappointing is that the very next day, the right AirPod started working again after I fixed the issue myself.
Overall, the experience felt inefficient and unhelpful. I expected a clearer solution and better guidance, especially after such a long diagnostic process. Unfortunately, the support did not meet my expectations.
I visited Apple Downtown Brooklyn for an AirPods issue. Unfortunately, my experience was not positive. The staff were not very friendly and I did not feel treated like a valued customer. I understand everyone has their own challenges, but when working in a customer-facing role, it’s important to provide respectful and helpful service. I hope the store improves its customer servic
We were there yesterday and we met Kam. She was very polite with us and did her best to provide the best customer service. Even though we had problems with our phone, she was amazing helping us with everything and giving us great advice. Thank you so much!
Amazing service at the Apple Store! Staff were friendly, knowledgeable, and helped me find exactly what I needed. The store was clean, organized, and welcoming. A smooth, stress-free shopping experience—highly recommend!
I would not recommend this location for any purchases. The customer service is extremely unprofessional, starting with the manager Malcolm and several Apple employees. The staff shows no respect or willingness to help, they act rude and dismissive if you ask for additional assistance. My experience here was very disappointing, the attitude and lack of support completely ruined the visit. Definitely not a good place to shop.
The staff here were super attentive and helpful—definitely A+ customer service, and that’s coming from an Android girl! My son needed to charge his iPhone before a concert, and I just needed a break from the heat. We ended up relaxing on their tree seats . Just a heads-up: don’t sit on the railing—a friendly staff member will kindly ask if you need help and then let you know it’s not allowed. She was very polite about it, though! Overall, this store gets the Kaila New York seal of approval.
Single-handedly the worst Apple Store in all of New York. I’m not sure they have one competent person employed at this location. An Apple product that I purchased from them was clearly defective and they made me jump through hoops and a more or less words said you need at least three repairs before we could even consider replacing your device with a new one. Instead of taking accountability that they sold me a defective device. They rather put Band-Aids on my device just to give the impression that they tried. But the bigger issue came about when they began spreading misinformation about timelines, repairs, updates, and protocol. KAY should absolutely be terminated based on her lack of people, skills and inability to answer simple questions. Kay answered every single question. I asked with I’m “not sure” “I don’t know” “Maybe” “it could be possibly”. Keep in mind. This is a service that I am paying an additional fee yearly for and employees like this are unable to provide confident answers to not just give the customer an update, but to ensure that they are capable of doing their jobs. KAY disregard my questions, rush me off the phone and even continue to talk over me the entire conversation. With Apple products being so expensive and an additional fee for AppleCare, you would think that they will be providing top-notch service, but there’s not a single genius in that bar. Kay completely dismissed all of my concerns and questions that were absolutely value given the fact that they had not updated a tracking number in five days. That’s a major error and not one apology was issued. Instead, Kay chalk it up to things being out of their hands and nothing she could do about it. More like nothing she cared to do about it. To add the cherry on top, she hung up on me. I’m so disgusted by her behavior. She should be fired and the downtown Brooklyn location needs to close because as many employees as they have in there all of my interactions with them (at least 5).
Update: I requested a call back tomorrow at 10 AM. They said they can try. I said you guys need to actually give me a call back. There’s no need to try do. About 20 minutes or so after getting off the phone I received a call back from Manny who’s claims he’s the lead despite me asking to speak to someone else besides Kay she said that there was no one else there and she was the highest person I can speak to at the time. Now, all of a sudden, I get a callback from him only to lecture me and cape for Kay. How dare he waste my time to say what do you need a callback for there’s no update she did her job. How dare you!!! Not one time did he asked me what happened? What was the situation, is issue an apology for all the miscommunication between his employees instead, he dismiss me. He claims he’s a lead and this makes sense how he’s leading the Apple Store at the downtown Brooklyn location to the pits of hell. This makes sense why Kay thinks it’s OK to hang up on customers and the other employees to give misinformation, poor leadership. I made a formal complaint through Apple and I will actually make another one to include Manny as that was a missed opportunity for him to show Kay proper customer service.
This Apple store arbitrarily cancels online orders. I drove 90 minutes early today, and they canceled my order before the pickup time. When I went into the store to wait and refreshed the page, it showed I had missed the pickup time and the order was canceled. The thing is, I arrived at the store on time; I didn't miss the time at all. Why do they say I missed the pickup time? How did going into the store early to pick up my phone become missing the pickup time? This is utter nonsense! They suddenly canceled my order 10 minutes before pickup. I even took time off work to pick up my phone. If they didn't have it in stock, why did they charge me? There was no explanation. My bank card still shows the transaction completed. I'm waiting for a refund from Apple. They won't refund customers' money promptly. I will never use an iPhone again. Apple has no integrity. The store staff were rude, acting as if they manufactured the phones themselves. They didn't even look at people properly—so impolite! It feels like they think customers are fools! I suffered a huge loss today; Apple treated me like a fool. This is a lesson learned; I will never use an iPhone again.
Hostile design, poor service, arbitrary and incorrect wait times. Waited over an hour past the time of my appointment. Was told to come back to pick up my phone at 5, and when I arrived they told me “it will be ready soon” for another 3 hours as I stood there with nowhere to sit. When I tried to lean on a ledge after standing for the first hour and a half, security made sure to come over and tell me I couldn’t lean. After being actively forgotten by two employees, a third finally checked and discovered my phone had been ready for some time. Bar none the worst customer experience I’ve ever had in any store.
*** 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.
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.
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.
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
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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