Wait time for purchases is bad. Was instructed to go to the wrong place multiple times. The sales associate I was assigned to was rude and condensending, so I decided to leave without buying the macbook I intended on getting.
I came in to fix my front screen (cracked), and met with Jesse who walked me through the process. After less than an hour, my phone was fixed and I couldn’t be happier. There was not any loss of data and was very straight forward. Thanks Jesse!
Apple’s customer service has gotten very poor as of late. My experience was on the level of an interaction with an airline.
I reserved a spot at 6.50pm on Sunday for a battery replacement of my iPhone. I checked in at 6.50pm, and I did not speak to anyone until 8pm. At 8.30pm, they informed me that I would either have to leave my phone overnight, or come in again the next day. I agreed to leave the phone overnight. I was informed that the phone would be ready when the Apple Store opened at 9am, but recommended I come in at 10am to be sure.
I came in at 10am, at which time, I was told that the phone is not ready and would not be ready for another hour.
So Apple was not able to meet any of their time commitments they made to me.
My recommendation, do not go this Genius Bar. If you do, try to schedule a time early in the morning. Make sure you understand when they will complete your service and that they contact you when the service is complete.
Horrible experience altogether.
Good thing Apple products sell themselves because the salespeople sure are useless. Dozens of them hang around avoiding eye contact with customers for fear of interrupting colleague social time. When I did pin down a squirming rep, he glossed over my questions and needs to just push the most expensive option. Follow up questions were met with short, exasperated responses—so sorry for the interruption my techie friend, next time I’ll do my shopping online and call one of your colleagues in Bangladesh for support.
I recently traded in my 2020 iPad Pro for the new 2024 iPad Pro, and I was extremely disappointed to find out that my Apple Pencil (2nd generation) no longer works with the new device.
What frustrates me the most is that the sales staff never mentioned this during the trade-in process. As a customer bringing both my old iPad and Pencil, it’s natural to assume the new iPad would still support the same accessory. Instead, I was forced to find out afterwards that I’d need to spend even more money on a brand new Apple Pencil Pro.
Apple should be upfront about this kind of major compatibility change, especially during trade-in purchases. Failing to inform customers creates a poor experience and makes me feel misled.
I walked in to buy a simple accessory and was told to wait at a table for someone to assist me. No one showed up for a very long time. I asked again for help, and was told once more that someone would come — but no one ever did. After waiting far too long, I just left without making my purchase. Worst experience I’ve ever had at an Apple Store.
Got in to buy something, waited forever and left. There weren’t many people in the store. I won’t wait for hours to give you money. Just realized that I didn’t really need it then, and left.
Horrible experience trading in the iPhone. From not being allowed to activate the phone line to being stuck downstairs on Restore from iCloud for over 2 hours…. Trade-in should not be allowed if they can’t figure out how to properly restore people’s phones in a fast manner. Avoid this store by all costs!
The worst place I’ve ever dealt with Apple products. The salespeople seem to take pleasure in showing indifference to visitors. They seriously don’t care about you. Incompetence, unwillingness to help. One salesperson told me, ‘wait one minute, I’ll be right back’—I waited an hour. And that’s after I had already fully paid for my order. The others brushed me off like I was some annoying fly.
Apple, stop cutting corners on staff. Hire adequate people
“We don’t share stock or employee info online” was the brusque & condescending answer I got when I politely asked why the website did not warn us that our phones would be held overnight for a battery appointment at 5pm.
If the website says “same day service” when you book ahead, assume that is a lie at all locations that aren’t 24/7.
After two very very disappointing recent visits to my local East Side Madison Avenue store (where twice I was given wrong information), I decided to visit the West Side Broadway store to purchase my first piece of Apple hardware (excluding watch and phone) in 7 years:: 15" Macbook Air. The next day after it was delivered, I dropped off my old Macbook Pro for migration of data, which is a nice service that Apple offers. Since I did not hear back from the store within 72 hours, and after fruitlessly trying to contact the store by phone, I visited the store to learn that the migration failed (the same day that I dropped off the device. (They tried contacting me by email but the associate wrote down the wrong email address. Needless to say, I was not at all happy, especially with the personnel upstairs trying to screen me and acting like my complaint was some sort of a joke. I finally went downstairs and contacted a manager, Billy, who seemed to want to address the Apple folly. His choice in assigning Andre to assist me, who is one of the most professional Apple employees I have ever met. Over the course of the next seven hours he helped me transfer the data over to my new device. He was patient and dedicated to addressing my needs. I left the store feeling satisfied with the outcome.
Glowing review weeks later -
I don’t know about the rest of the apple stores in the City, but this one has to be one of the most cohesive experiences of any Apple Store in the country!! Everyone on the team is knowledgeable and eager to help! Glad to have met them on my work-trip!!!
Apparently there are different hours for the claim and inquiry desk. I planned my whole day to get there around 6:30 but when I went downstairs it was all locked up. I went upstairs and asked and they said it should be open but then one of the other girls said they saw the guy that works that desk leave already. I would ask them to post the specific hours of the desk if they are going to close it early. They told me to come back tomorrow and I’m like dude, no one wants to go to the post office let alone twice. Lame
Best Apple Store experience I’ve ever had, thanks for manager Nick and technician Zoe. I came in with a busted Mac battery and left with a new computer feeling very understood, graced by the team’s creative problem solving that is refreshingly rooted in empathy.
Avoid this place!!!
This has been the worst experience of my life. We dropped off our iPhone for repair on July 20, and when we returned to pick it up on July 21, we were told the phone had already been picked up—by someone else. It’s unbelievable and completely unacceptable that a total stranger was able to take our phone.
It’s now been four days, and we still have no answers or updates. We’re left feeling anxious, frustrated, and deeply disappointed. We trusted Apple with our device, and this situation has completely shattered that trust.
We don’t know if this has happened to others, but this kind of security failure is alarming. Extremely disappointed in Apple.
I broke my computer yesterday, and was pretty upset and stressed about needing a replacement. I had the most amazing experience this morning with Deshaun (not sure on spelling) -- bought a computer in about 15 minutes. He had every answer to my questions and I felt like he helped me get the best deal and student discount. Honestly, overall just the most friendly and efficient tech purchase I've ever had -- If you are a store manager reading this, just wanted to shout him out!
Completely disorganized, I waited for over an hour to meet with Genius Bar person, when I came, they told me it will be a 30 min wait, 1.5 hour later they told me I have to wait another half an hour. In the meantime there is about 20 staff people running around pretending to work, while only two of them serve waiting people. There was twice as many staff as customers. Avoid this store.
I do not recommend it, especially one hour before closing. After the appartment I waited in the Genius bar for almost an hour, the employee came 10 minutes before the store closed. They could not solve my problem and sent me to the flagship store on Fifth Avenue. I lost two hours of my time, even thought about another brand of phone
Was still waiting 45 minutes after my appointment, had to ask someone for help, and they asked if we had been checked in already. Mind you we were asked this by the person who checked us in. Then it seemed like they had lost the appointment. After all this just to be told the “express replacement” covered under applecare+ does not actually cover replacement at all and I would have to pay entirely out of pocket. Know this review won’t even actually change anything, so i guess i’m leaving this to just say don’t waste your time here or with apple in general. they won’t help you at all, and you’ll have to wait an hour for that privilege
Usually pick up my products here as well as Genius Bar appointments and it’s always been bad but not terrible! But they are getting worse! I sat there with an appointment and waited 30mins and nothing. In the end they just said “sorry there’s other people on front of you, I can reschedule you”
Apple’s product innovation has been on the decline year on year these days and so if they can’t even give good customer service, what do they actually have? Ironically I was going in to have them fix a product defect too!
If you must visit the Genius Bar, avoid this store! I tried to file a complaint with them and the chat told me to go to their product feedback page…I ended up late for my anniversary dinner and then having to grab a dinner. Sure my fault for staying later and deciding to be late for my own anniversary. Next time if I need to visit an Apple Store I’ll be sure to clear my schedule for them since I have many Apple products. Hopefully not for much longer, after being a multi-decade Apple guy.
Lorraine at the Apple Store on Broadway was absolutely amazing! She went above and beyond to fix both my phone and my granddaughter’s phone. She took the time, effort, and care needed to get everything working perfectly again. Her professionalism, patience, and dedication truly stood out. We’re so grateful for her help—thank you, Lorraine!
Update: unfortunately, the staff has gone from bad to worse, people that are working in customer service for the first time with limited skills and knowledge and a lot of attitude and huge chips on their shoulders. Maybe they are pressured into taking on more appointments or resolving faster by giving half information and charging customers for repairs to make more money but overall, extremely dissatisfied with the level of service and the rude attitude collectively maintained by staff.
It’s very evident these are inexperienced people working in customer service for the first time because they are more concerned about their own ego than resolving issues. While I was waiting, I witnessed firsthand one of the agents having an extremely rude conversation with the person sitting next to me, to the point of her hanging that customer until they gave up and left. They did say that they were technical agents used to working in the back, but for some reason now they are being pushed to the front to deal with customers and have no idea how to do so.
Typically had an ok experience here, but with the rapidly changing staff, many of whom don’t seem to have ever worked in customer service, the staff attitude is terrible here. This lady in particular, was very short and rude with us, super aggressive in her stance and speech. She rapidly starting talking and punching options on the phone, and when we asked her to hold on and go slow, she walked away saying, it’s ok if you want to do it yourself.
Not sure how she became involved in customer service cause she could use a course in manners for sure. Seems to be typical of customer service nowadays, with rudeness and impatience being at the forefront of their behavior
They also tricked us into taking a refurbished piece in exchange for a 2 week old iPhone 15 that stopped working, instead of taking the return and handing us a brand new one. Not ok w this kind of deceit when have paid $2000 for a phone.
We started asking another person our questions, and he was super patient, but also seemed like a senior member, so we had a mixed experience. We were told now we have to take the refurbished piece only, so we had no choice, and got a piece that showed a cost of $699 for a $2000 phone that we already paid.
Some of the staff need a serious overhaul here, but disappointed in this Apple Store overall.
Probably the worse Apple Store in NYC. Well first I had came to the store with my scooter. Never had a problem bringing my small scooter to any Apple Store as along as it was in the corner. However, One of the lady comes and tells me that it’s not allowed in the store. Mind you another guy had his electric bike which is far larger than my scooter inside. Also someone else who happened to be a white person had his scooter inside. I took a photo so people won’t think this is bullshit.….. But anyways, I had an Apple Care Warranty on my Apple Watch Series 9. The screen had a very large scratch. I go inside and they had me wait for about 10 minutes. Mind you .. there wasn’t many people in the store. When they get to see me they proceed to tell me that my scratch screen doesn’t qualify for a repair since it wasn’t breaking the functionality of the watch. I honestly couldn’t believe what I heard. I’m pretty sure that the Apple Care warranty was for broken screen. I decided to go to the Apple Store on the other side of town where to my surprise…. They took in the watch and repaired it no questions asked. Avoid this place…. I hate to bring up the race card since they had Latinos and black Apple workers but it wouldn’t surprise me if they have some bias against certain people at this Apple store.
Lovely Apple Store it is located close to Juilliard and other attractions. The area is worth checking out.
The store has the latest items and it’s a seamless process to make appointment.
update: I am very surprised I didn't receive a survey for my recent Apple Watch trade in and shopping experience on 04/24/2022. I was looking forward to receiving the survey because I wanted to give feedback on the associate who was working with me. The representative wasn't helpful at all and she was all over the place. I kept getting the vibe she didn't want to assist me. She kept complaining about being hot and I felt like I was being rushed although the store was empty. The representative didn't know how to unpair my Apple Watch from my phone. We were standing there for a few minutes when I was going to suggest she ask a coworker but then she bluntly told me to Google how to unpair the watch. Before I could ask for someone else to assist me my daughter figured it out and unpaired my watch for me. I understand people may forget how to do things but it's the way it was said and the representative could have googled how to do it. I am very disappointed with the service I received at this location and I'm not sure if I will return or recommend this location to anyone else. I should have followed the advice from my previous review and not have returned to this location.
This was my first time visiting this location. It is best to make an appointment prior to coming to this location. I noticed others were being turned away as they didn’t have appointments. When you arrive you wait on line, you then check in outside in front of the store. Once you go in a representative checks your temperature, then they will instruct you where to go from there. I had an appointment with the Genius Bar and was directed to go downstairs someone would assist me at the bottom on the staircase. A representative directed me to a table and informed someone would be with me shortly. I waited maybe 20 minutes for a representative to finally come over to assist me. The representative was very helpful and was able to resolve my issue with my air pod pros. There were other representatives who seem to be rushing out customers as they kept saying they were close to closing. There is also a restroom and elevator at this location. This isn’t one of my favorite locations, I don’t think I’ll be returning to this location. If you are nearby try giving it a try it may work out for you. I've giving this location 3 out of 5 because they were able to resolve my issue.
I love this branch of Apple store a lot. It’s so cool and colorful. I was here today and was really impressed with my shopping visit. The associates where very courteous and ever ready to attend to me. This store is pretty close to the road and can be easily noticed from a vehicle in normal traffic. There’s also wheelchair accessible entrance for the differently able.
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