Excellent customer service by Liz, Christine, and LC - had an issue with a new set of AirPods and there was a problem with the return in their system. It took a while to figure out - Liz and LC were the managers who helped me and were amazing. In the end replaced the product with a discount for the trouble.
I came in today to get my laptop looked at for draining battery after a software update, and left an hour later without resolution. In addition to waiting even when I had an appointment, I would've been saved a lot of time if I was just told ahead of time what to expect during the appointment. Communication during the appointment was poor too; it's like they didn't want to tell me they couldn't do anything. They recommended a procedure that had a 50% chance of breaking my mac - it's insane that Apple would ever allow something like that. In the end, I plan on using ChatGPT to help me solve my problem.
Elijah was more than helpful absolutely went above and beyond for me and my mom. Threw in a complimentary screen protector for our inconvenience of having to come back 2 days after purchasing a phone. Walked us through everything tested out every possible detail for why the phone may act slow etc. super helpful and attentive !! Thank you elijah
Went to this Apple Store yesterday and had a very disappointing experience. The team leader was pushy instead of helpful, and some staff were rude and dismissive when I asked questions. I felt rushed, unsupported, and like my concerns didn’t matter. Definitely not the level of customer service I expect from Apple. Will never go to this Apple location again
I brought 2 computers in that had a problem. They said 3 days max. Didn't contact me. I called on the 4th day. They said that the computers have the problem, as if they had done something epic. Thanks 'genius'. Avoid Apple. The products dont really work, and support are definitely not geniuses.
I had a very disappointing experience at the Apple Store Williamsburg. After spending 30 minutes with the Genius Bar, it was determined that my brand-new iPhone 17 Pro Max was faulty and that a replacement was the appropriate resolution. I purchased this upgrade specifically for my vacation, only for the phone to be completely unusable due to ongoing issues. I expected meaningful support from Apple when I returned. Instead, my case was escalated to the Sales Leader, who informed me they could not help and that I would need to go to the World Trade Center Apple Store, where the phone was originally purchased, to receive assistance.
What made this experience worse was the lack of empathy or consideration shown throughout the interaction. I explained how disappointing it was to have a new phone fail during my trip and that I was exhausted and jet-lagged after a long international flight, yet I was simply turned away and told to go elsewhere. After investing time in the store and being told a replacement was needed, I left feeling unheard and unsupported. This experience fell well short of the level of service I expect from Apple.
Brought my 2019 MacBook Pro in for a replacement battery. Simple enough. But I run a program for a theater show (developed in 2019) that won’t run properly if my computer is updated. It involves the Bluetooth functionality. Anyway one employee assured me they would try their best not to update it at the “repair depot” so I took a chance and went for it. But the next day (today) I received a call from the store saying they will probably update and erase the computer.. so I told them not to replace the battery. I came back to pick it up and will attempt the battery replacement myself. I appreciate that they told me that they would erase it, but why didn’t they tell me that yesterday ?? TOTAL WASTE of TWO TRIPS. Apple does not prioritize artists, they or creatives they just want consumers.
My phone was stolen and I came here for a replacement. 5 stars to the staff, especially Kim who was an absolute darling. She literally turned my whole day around with her helpfulness and amazing vibes!!! Thank u Kim <3
Best experience i’ve ever had. Nay helped me and he was extremely helpful and so calm, i’m glad he helped me because i was upset that my phone won’t turn on and confused, but he reassured me it was going to be okay! He made sure to answer all my questions and that i didn’t leave with unanswered questions. I’ve always had a very good experience here and i’ll come back definitely!
Surprisingly, this was my first time at this location. The service was great and I was seen quickly. I’d definitely come back—but I’ll take the L train next time because parking is tough in this area. My issue was finally resolved here after Apple Care kept telling me over the phone that my device passed their diagnostic test. My recommendation is to just go into the store—it’s worth it. Fabiana was an outstanding technician. She was knowledgeable, attentive, and made the whole process smooth.
Writing a review on behalf of my mom because Eric & Ian were such a great help to her yesterday. It was close to closing time & they were patient & had great enemy. They helped her get access to her iCloud account. They went over & beyond, she left very happy.
Poor experience with repair on iPhone 16 pro max using apple care 3 visits to get a screen replaced 1sr attempt no parts 2nd attempt parts arrived but techs are busy “come back tomorrow “ How about an appointment so I don’t waste time again and avoid getting cut while using my phone ? Don’t need - just walk in Didn’t I “ just walk in” Horrible
Every single time I come in I have to practically hunt someone down for support. The only convenience is location. I think the only time anyone cared to provide customer service was when I bought my MacBook Pro and my iPhone. Don’t recommend if you are looking for good customer service.
No one in this store has any idea what is going on. Upon being in the store I was told 4 different things by 4 different people in the same visit. I called 2x to leave my sister's name so she could pickup my repair phone for me. Both times someone in store said they'd take care of it. My sister went to pickup my phone and they would not release it to her- this is after I spoke to two different people. This store is disorganized and lacking leadership.
So I went in this store today with my boyfriend, we asked to purchase the pro max. They said great we have one left! I said great! They made us wait in line 25 minutes to speak with someone to set up the phone ( I thought that was weird ) finally she comes over gives us a whole spiel about setting the phone up scanning my phone logging into my icloud et. Another 30 mins were ready to purchase the phone standing there. She goes oh I just checked we dont actually have the phone! And Im like wait so we just did all of that for no reason?! I thought she was literally joking. No she wasnt we just wasted 45 minutes for nothing. They should have went to the back and checked if it was available before wasting peoples time. I dont even care about not getting the phone but its the principle. Very bad service. Also the girl didnt even bat an eye she didnt care at all. Its just a draining experience.
From innovation to pure frustration. Apple is no longer the same. Just left the store with one of my worst shopping experiences. After years using their products it is time to reconsider, I suggest you do the same. Design, innovation and costumer experience no longer matter.
I recently visited the Apple Store to pick up my pre-ordered phone and was very pleased with the experience! I arrived a little earlier than my scheduled time, but the staff kindly directed me where to go. The wait was very short, and the pickup process was quick and easy. Excellent service, attentive staff, and overall a great impression from my visit!
I had a frustrating experience at Apple Williamsburg that left me questioning their customer service standards and professionalism.
I arrived on time for my scheduled appointment, only to wait over 30 minutes before being seen. When I was finally helped, I felt rushed and dismissed—as though the staff were more eager to move on to the next customer than to properly assist me. I was spoken to in a condescending manner, and at one point was told that my 4-year-old MacBook was likely no longer functional because Apple computers “typically last 3–5 years”—a statement I found both surprising and concerning given Apple's premium pricing.
The tech eventually walked away without giving me a clear timeline on when they’d return; I had to walk around and find again the tech in the store. They weren’t able to complete the diagnostic on the spot and kept my computer, saying they'd follow up.
I didn’t hear back for two days. During that time, I experienced fraudulent activity on my credit card the day after I dropped it off, which may or may not be connected, but the timing raised flags given I didn’t use my card anywhere for months. And the fraud led to a local pick up of a package bought fraudulently - near to the store.
When I finally received a call stating I could pick up my Mac in “5–10 minutes,” I showed up—and then had to wait another full hour just to get my computer back.
Overall, the communication was poor, the wait times unreasonable, and the customer service dismissive. I left feeling more frustrated than helped. I expected more from an Apple Store.
I was deeply disappointed with my experience at the Apple Store in Williamsburg. Christine’s attitude was cold and unhelpful; she seemed more annoyed by my questions than interested in assisting me. But the worst part was dealing with her indigenous colleague, who came across as even more rude, careless, and dismissive. No customer care, no professionalism. A brand like Apple should uphold much higher standards, but here I only found arrogance and incompetence. I truly hope management takes action, because this kind of behavior seriously damages trust in the brand.
I personally didn’t have a good experience here and have had better experience at the Atlantic Terminal location. I was told by a technician when I first had my phone diagnosed to come in for my parts during the week because the weekend was going to be slammed and I would be stuck waiting longer than usual for my phone replacement. Not the case, I still ended up stuck for FIVE AND A HALF HOURS. I end up going in on Tuesday instead, but coming in that day made my diagnostics expire and I had to re-process my phone again which no one told me I had to do. Then I was told to come back in two hours (6 PM) for my phone which I did but I was then told it would be another hour, which was annoying but manageable. I come back at 7 PM and a technician tells me it’s ready and ushers me to the back table to pick up my phone. I’m over here thinking that it’s only gonna take another 15 minutes and I’ll be out the door. I end up waiting another hour and a half for my phone. It wasn’t until about one hour in I had to proactively flag someone down to ask what the status was of my phone. I was frustrated because of not only several delays, being told it was ready when it wasn’t, but on top of that staff seeing I had been waiting there for for as long as I did and no one batted an eye. Once I finally get my phone and I’m turning it back on the third attendant tells me that my phone actually wasn’t supposed to be ready until tomorrow, but they cleared it to be fixed same day. To which I said if I was told that in the first place I would have activated my backup phone and taken care of all the other things I needed to do that day and would have come back. I ended up missing an appointment I had at NYU because of this. So it seems like various people weren’t communicating and relaying the most accurate information to me. I felt like I was jerked around aimlessly across the store and my time was treated with no regard or consideration. I also wasn’t from the area and didn’t have extra gear to keep busy (my fault, I was late to an appointment right before and didn’t bring/thought the phone fix would be quick) so I effectively was stuck in that neighborhood for a total of about 4.5 hours with nothing. I was pretty frustrated and tired with the whole experience.
Not the best experience when u buy 2 phones but can’t get instant credit. But floor manager Devon came to aid, explain the process and safe the sale. Thank you for your service sir, keep smiling
Went in for a simple repair - my iPhone 15 Pro stopped charging. Turns out, not a single Apple Store in this city is doing any repairs this entire weekend because their stupid new phone just launched? AND all of the wireless chargers in their store are only compatible with the new iPhone 17. Are you kidding me? My phone that’s less than 2 years old is too outdated for your products? This company is completely backwards and I’m now turning in my phone for an android since Apple hates their own customers. Absurd.
Staff did not greet me when I walked in, they were too busy talking to themselves and did not offer to help until I was standing right in front of them for awhile which made me uncomfortable. This experience did not make me want to buy anything else as the staff up front genuinely did not seem like they cared or acknowledged me. The lady that brought my order from the back however was fantastic and did seem friendly and this 1 star review is in no way related to how my experience with her was.
I am not a fan of Apple and how they price gauge and close you in on their ecosystem. Customer service at this specific location is exceptional. I have always gone in with various issues with my Apple products and always leave with my issues resolved. This store has the best team and I enjoy coming in here for that reason. Big thank you to the genius support
What happened to Apple customer service? It used to be so turn key, convenient and "awe" inspiring. The last few visits I've been, I was quoted one hour for a phone repair, then once they submitted the request it changed two hours. I'm here now to pick it up two hours later, and it's going to be another 30 minutes. Impossible to plan life around this, this level of service is aligned with every other disappointing customer service experience out there, certainly not Apple. Lovely staff, disappointing operations.
Nice and spacious However, they are not really well organised. There are so much staffs go around without client in exhibition area while client have to wait in pickup’s area. Also, there are some staff are not friendly. I asked one in pickup’a area to take my order. He scan my qr code and walk away without saying anything.
Great Apple store inside - spacious, clean, organized, air conditioned, minimalist. There was a guy demoing how to use an iPhone in the background. Knocked off a couple stars because of how dystopic it all felt and how long the retail experience is. You have to wait at least 20 min before actually seeing someone about buying a phone. When we asked to trade in two phones toward the price of a new one, the clerk only let us trade in one and said we can get a gift card for the other one. Can’t we just get the gift card first and use that to help pay for the new phone? I don’t understand the policy against letting us do that.
Great experience! Friendly service. I had my electric scooter and was able to come right in with it to take care of my business. Friendly employees, I was helped promptly and got my order within minutes. Clean store, very hip ambiance all around. Plenty of space although there were quite a few people shopping. I bought the iPhone 13pro for filming and art tutorials.
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