Beautiful store, impressively useless experience. After waiting in chaotic queues and dealing with shockingly incompetent customer service, I was sent home with a broken, overheating phone - only to be told I’d need to bring it back again to complete the process. Zero logic and a masterclass in wasting customers’ time. Would not recommend unless you enjoy frustration.
recently stopped by to replace my phone battery, and Lorraine provided exceptional service from start to finish. She completed the battery replacement in under an hour super fast and efficient! she went above and beyond by helping me explore new device options and maximizing the trade in value for my old phone. Outstanding and truly amazing customer service. Highly recommend using this locations Genius Bar for all your needs.
I’ve come to this place multiple times and every time instead of helping they try to upsell me on a new phone and talk down to me. It’s kind of insane how unhelpful they are. I’ve been to the Apple store in Williamsburg and they’re so helpful over there, so I think there is something off about this store. Cannot recommend.
Some people are helpful, but this older gentlemen on the floor asked me if I wanted to recycle my broken phone when he knew I was going to be sending it in for a repair… if I wasn’t knowledgeable of the repair process, that would’ve screwed me over. Also he kept grumbling the whole time to me about how hard his day has been and making me stressed out because I had a difficult problem that I walked in with that day. I don’t want to hear any of that it’s unprofessional. I had a broken phone and I had work I needed to get done that day. This was in July. They also gave me bad advice saying I could buy a new phone to get the phone faster and then use my replacement phone to get credit towards the new phone I purchased, which is not a thing at all. Lovely.
I had a great experience at the Apple Store on the Upper West Side. I went in to get my laptop fixed and really appreciated how straightforward and honest the process was. No one tried to overcharge me or sell me anything I didn’t need, which made the whole experience feel refreshing and stress-free.
I also needed new headphones, and a store employee was able to help me right away. They were efficient, knowledgeable, and made everything easy. Overall, the service was professional, helpful, and respectful of my time. I’d definitely recommend this location.
My laptop was ready in the time they quoted and they gave me tips on how to keep the battery from dying out on me again since I don't use it that often.
How is it possible to invest so much money in this brand and, on top of that, pay for an insurance plan only to receive such poor service? The technical support at this store leaves a lot to be desired. What is most concerning is that, after reading several reviews, it is clear that this issue happens repeatedly and no action is taken to fix it.
Based on my experience, this is one of the worst Apple Stores I have visited in the United States. There are many employees, but that does not translate into real solutions. Unfortunately, I did not receive any help or an effective response to my issue, which is unacceptable for a company that is supposed to be among the best in the world.
If you want to waste your time, be assisted by agents who don’t want to work, who spend their time talking among themselves, and who, instead of solving your AppleCare issue, prefer to send you to phone customer support, while also giving you poor treatment, then come to this Apple Store. Despite having more than 25 agents, they practically do nothing. For a company that is supposed to be one of the best, the people they hire leave a lot to be desired.
Apple has always sold the idea of excellence, which is why it’s even more disappointing when the reality doesn’t match. I came in with a broken Apple product and active AppleCare (paid month after month), and still they gave me an appointment for 10:00 p.m., even though the store was literally empty. Outside, there was a heavy snowstorm and the cold was brutal. I was wearing sneakers and ended up with my feet soaked from the snow. Even so, there was zero flexibility and zero common sense. My takeaway was clear: it feels like Apple cares more about charging the monthly membership than actually helping you when you need it. If this is how AppleCare works, it really makes you wonder if it’s worth it.
No matter the reason for my visit (scheduled phone pick up, or a quick purchase) I consistently end up waiting over an hour at this location.
Today I waited about 50 minutes only to be told I had not been checked in properly and was added to the queue again for another long wait. This seems to be a recurring issue, not a one time mistake.
The lack of organization and respect for customers’ time is unacceptable. If possible, avoid this Apple Store and go to any other location.
This is a giant two story store with a huge selection. I come here to buy most of my apple products. They have also given me excellent tech support when needed. Teh employees I've come accross have all been knowledgable and helpful.
I’m leaving this review because the experience I had at the Apple Store was unforgettable. Jumaane is the definition of a great sales associate! His customer service is unmatched - he made sure we left with what we came for! I couldn’t say enough, good things about him and the Apple Store on the upper West side!
I never write reviews because I’m lazy but I recently visited the UWS location to have my laptop repaired and had a great experience. The entire process from drop off to pickup was positive. I had to come on my birthday because I broke my laptop the night before which was so sad, but I left in a better mood than I came in with. I interacted with several employees and they were all total sweetie pies! So knowledgeable, personable, funny, and patient with myself and the other customers I observed them interacting with. I live in Brooklyn so coming all the way up here was a bit of a trek but it was worth it in the end. Ty UWS Apple Store <3
My first experience with this brand was predictably terrible. I came in to buy the latest iPhone for my wife, and no one approached us for ten minutes despite the store being almost empty. When I finally tried to speak with someone, he redirected me to a woman, who redirected me again to another assistant—someone who was busy having a casual chat with another customer. After about five minutes, he finally found a moment to learn which model I needed, disappeared for another five minutes to get the phone, then went back to chatting.
Paying for it took even more time, and he didn’t hand me the phone because he wanted to apply a screen protector—but then drifted off to help several other customers. While waiting, I scheduled an appointment to try the Vision Pro. It’s now twenty minutes past the appointment. I still don’t have the phone I already paid for, and no one is available to show me the Vision Pro.
Maybe this is meant to be a premium experience, but I’d much prefer walking in, asking a few simple questions, and buying what I need without all of this.
Hi, I just came this evening for a wired headphones pick up. When I was denied to pickup my headphone repair because I didn’t have identification. The first day i came no one mentioned I would need an Id to pickup my headphone repair. They didn’t have any headphones on hand the first day I came and this honestly very unfortunate because I traveled 2 hours after work to get this . I now have to return home to get an Id & I’m very upset with the service I just received
My iPhone stopped charging, after diagnostics they decided to replace the cable (still unclear that it’s the reason though) but they didn’t have it in stock Like how do you not have a simple usb-c cable in stock? Okay, they ordered one and I had to come back to pick it up - within 5 days of when it finally arrived. I missed the window, came back to the store a few days later - and now it’s been 25 minutes and still waiting for someone to look at my case because “the paperwork expired”. How more dysfunctional can the process be?
I had an outstanding experience at this Apple location. I came in to get my screen protector replaced, and Kell went above and beyond. He was friendly, knowledgeable, and incredibly helpful throughout the entire process. His customer service was exceptional and made the visit quick, smooth, and stress-free. Truly appreciate his professionalism!
Perfectly nice staff of people. Although I was passed along to 3 different people and made wait over an hour for what i thought was going to be a simple trade-in and phone pick up. Suggested i give my old phone to them "recycle" for free. HUGE SCAM - pretending there is not value to my current phone... That being said, DO NOT DO THE TRADE-IN PROGRAM OR BUY AN IPHONE THROUGH APPLE STORE OR WEBSITE - USE YOUR CARRIER - Verizon took the same phone and gave me $830 credit towards a brand new phone versus $0 at Apple. Do your research otherwise they "recycle" phone for free... huge rip off. And the Apple trade-in program is only a good deal for Apple apparently.
Traded in my phone recently and was helped by a few very lovely people but ended up spending the most time with Jeanne who was absolutely delightfu! She worked with me for about an hour and a half trying to figure out a problem we were having authorizing my phone number with TMobile. Even though it was a frustrating process, she was so funny, sweet, and personable which made everything a bit more bearable! I can’t say enough good things about Jeanne and hope everyone who stops in gets a chance to connect with her. It definitely is a time-consuming process but I think the Apple crew at this location makes the process worth while.
Every time I go to this Apple they treat me like I don’t got no money. I go there looking broke on purpose and the staff never approach me first once. Every time I walk away I see them in the reflection of the glass huddling up like highschoolers to talk about me cus they all curious about what I wanted. Wondering was he scammer, asking the co workers what he wanted . They don’t ever do that to the rich looking folks they wave away. Real classist vibes on there. They do it every time. It’s not hard to approach a customer who walks in the door it’s disgusting lowkey. Big mad I gotta give yall my money.
I had an appointment at the Upper West Side Apple Store on October 27 to see if my iPad could be repaired, yet I still waited about 40 minutes before being seen. When my name was called, it was said so softly that I almost missed it. After a brief five-minute consultation, I was told I needed a new iPad.
I then asked the staff member to please look at my iPhone, which doesn’t charge well, since I had already waited 40 minutes. She directed me to another table and walked away, leaving me waiting another 30 minutes. When I asked someone about the delay, I was told I was listed as a walk-in. At that point, I decided to leave.
This was very poor customer service, especially considering I had an appointment and have been a loyal Apple customer for many years.
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.
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.
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
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.
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.
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