Was buying a phone, macbook and airpods today. The guy working was absolutely terrible. The worst customer service. He looked at us like we were complete idiots, not cooperating, not asking questions, nothing. We had to give him every freaking detail of our purchase because he did not once ask what exactly do we want or tried to help with any advice. Nothing! He just wanted to get rid of us. Everyone there was so lousy, totally uninterested. Here and in Apple near Central Park. Same experience. Never buying here again
Nice folks and well maintained space, but what's the point of the genius bar customer service if they are not enabled by HQ to actually provide customer service? For certain functions you need an apple product (vs log in from a PC etc) and admin account to manage, but non of their apple devices at the service desk are unlockable at admin level so they cannot help. If you don't have another Apple device if your own, you are out of luck.
I had an appointment to repair my phone but also had an issue with my AirPods Pro, both under warranty. The person helping didn’t want to help with AirPods and told me to make a separate appointment. In short, my loyalty to apple products is rewarded with a total disregard for my time. Time to reassess my loyalties.
I went to the Apple Store on West 14th Street, NYC, to buy a Mac Studio as a birthday gift, and I planned to pay in cash. I was dealing with a sales associate and a manager, and everything seemed fine, cash and in store pickup were confirmed. After two hours of gift-card workarounds, they suddenly said it had to be shipped. I cancelled and asked for a refund, which took even longer because the payment was split across three gift cards. The final senior manager was unprofessional, dismissive, and even suggested he could ask me to leave for speaking up. My birthday was ruined, I was stressed and shaken, and the whole experience was disorganized and exhausting. On top of everything, the last gift card, which they had to refill, took ages to get back to me. They called me after an hour while I was still recovering from the stress and frustration, asking me to come back to pick it up. It was horrible and added even more to an already terrible experience. After all these things, imagine my mood after trying to buy my Mac Studio. I called my friends and canceled my plans because I was very late and in a very bad mood. Imagine that feeling, just like that. A huge shame on Apple, no, double that, a huge shame on you, Apple. What a disgusting experience. I will never forget this.
Sapphire for President!! I came to the store to fix stuff on my very vintage MacBook, and Sapphire gave me everything I needed!! Fabulous energy, unbelievable amount of knowledge, and just amazing vibes and professionalism to get the job done , which let’s be real computer/technology/etc can be very overwhelming and she got rid of all of that and helped me so much! Give her all the PTO she’s fabulous!!!
Tried to process my iPhone upgrade at this store through my T-Mobile account because the T-Mobile store across the street didn’t have the model I wanted in stock. The employees at this location were no help and had the audacity to ask me if I “thought I was getting a free phone”. I had to process my order through the Apple website for store pickup and didn’t get any assistance with my eSIM transfer or data transfer. The whole staff sucks, nobody wants to help customers and the managers are no better because they are aware that customers are treated this way. Useless miserable people. Go to any other Apple Store for a better experience.
I stopped in with a question about how to trade in my iPad. Within 30 seconds I had my answer from a guy who was very knowledgeable and friendly. While I was there, I picked up the new AirPods Pro. That sales process cannot possibly have been any easier or better. I was in and out of the store within three minutes.
Picked up my iPhone 17 Pro Max here about a month ago. Customer service was disappointing—staff seemed distracted and not very attentive during my phone exchange. I was told to wait with little communication.
I left the store only to find out my phone number wasn’t activated and had to go to a T-Mobile store to fix it. Overall, a frustrating experience and not the level of service I expected from Apple.
came here twice. employees were absolutely no help. first time i was told to become authorized user. i did that. came back the next day and was told to wait to purchase a phone whilst 7 employees were standing around not attending customers. i finally got up and asked again. the employees could not give a solution to my problem after two visits over trying to get a new phone. i am an authorized user, they suggested i visit at&t to purchase a new phone but then said none of the at&t stores would carry the iphone i wanted to purchase. i dont know how i wasn’t suppose to leave frustrated. my current phone does not work and i pay for my own phone, yet i cant finance a new phone when my old phone is paid off. i tried to call at&t like the employees said, it was no help. i feel bad because clearly there is some disconnect between at&t and apple which is making the employees and customers frustrated. i just hope someone will see this, listen, and make it make sense
Donovan is truly one of the sweetest and most patient people I have met. He was extremely transparent with what was going on with my laptop and had a really positive mindset. Definitely will be coming again if any of my apple products face any future issues!
Be careful with this store. A lot of “mansplaining” here. I should caveat I’m an MIT grad and extremely tech savvy I want better for Apple and this store. A good portion of the team are under skilled and it overshadows those who probably really are doing an excellent job at the store.
They didn't realize my wealth of tech knowledge and lied about so much. They lied about the current state of our device, trying to get me to purchase a new phone. I did an alternate troubleshoot and fixed our phone. I was also lied to about the purchase options and told I had to buy the phone outright and I said "no I don't have to". He didn't explain any options and rushed me through the process.
The manager in the genius bar on Saturday was the same way. We came in at about 11am.
Again, I genuinely do believe the store can turn this around. I am honestly rooting for the store to address these issues and get better
Terrible experience in this store in particular. I want to switch my iPhone 14 Pro Max to a 17 Pro Max. They scanned the QR code for the order, but they gave me a box with the new iPhone. They did not help me transfer all the information and my eSIM to the new phone, which is something they usually do. Last time I changed my iPhone I left the store with a new iPhone but with a new iPhone all set up. I ended up going to the store in front of the Apple Store, T-MOBILE! The guys were so nice and helpful they helped me so much and set up my iPhone. I will definitely not be coming back to this location. I recommend going to another location because the customer service at 14th St Chelsea is awful. I almost thought I had lost all my information that I had previously backed up. Save yourself a trip and don’t go to this location.
I have to give a HUGE shoutout to Emelyn, FOA, Carlos, Danny, Chris and Jessica. I spent a total of about 4 hours at this location on Monday and Friday and they all were so helpful, kind and knowledgable in helping me with all my Apple issues (and believe me, there were many). A few other employees helped as well, and I apologize I didn't get their names...but it made one thing clear- the employees at this location truly know what they're doing as well as how to assist people with consideration and patience. I was blown away.
I must give a special thanks to Emelyn and FOA, who both spent far too much time with me helping me out with my devices. You both are INCREDIBLE and I so appreciate everything you did for me- thank you so much!!
If you're choosing between which location in Manhattan to check out...do not hesitate to come here for quality care.
I went in around 12 to fix my Apple Pencil tip. I was very satisfied with the assistance that was provided to me. I went to the third floor where I was helped by the lady who checks people in for appointments. She was great help she ended up helping me when another coworker was struggling to help me out. She went the extra step into helping me get a new iPad pencil and was so helpful very satisfied with my purchase.
Natalie was so helpful today! I came in needing a screen protector, which she helped me find for the iPhone 14 Pro. It turns out, the store was not in stock. I actually brought some other screen protectors I had just in case, and she offered to put it on for me by hand for free :). SO NICE OF HER. Thank you Natalie. Also the screen was out on perfectly, even having to do it the old school way by hand. I’m very grateful. Everyone else on staff was also super kind.
So kind here. I came in sad after I noticed my new MacBook had some gray areas on the screen that were making it look worn down. Talked to someone on each floor until I went to the 3rd floor/Genius Bar where they took care of it right away with a microfiber towel (and even offered the towel as a kind gesture). 10/10 experience
9/2025- Always a great store. Good help. Lines very organized before opening (nice job Andy) Every product on display to get your grubby hands on and check it out. I took my Mac book pro in to get fixed (a few years ago) and they did a perfect job. Thanks!
I went to the Chelsea Apple Store in NYC on the day Apple started selling the Series 11 Watch. I bought an iPhone 17 and a watch. On the 22nd, I returned to the same store to buy more items and saw a golden Series 11 Watch that I liked. I told the attendant and showed her the watch I had already bought, and she said that if I had the receipt and the box, she could exchange it for the same price.
I walked 20 minutes back to the apartment to get those things, and then another 20-minute walk back to the store. I told the receptionist what had happened, and he asked me to wait by the watch table. Thirty minutes later, an attendant began helping someone who had arrived after me.
So I went back to the receptionist and complained, explaining that I was in a hurry because I had a flight to catch at JFK. He told me again to wait by the table. After 45 minutes in the store, an attendant finally came. I explained everything to him, and he told me that exchanging the watch would cost $300.
I asked to speak with the manager and explained everything that had happened. She apologized but said there was nothing she could do. I emphasized that the wrong information came from their own staff, and that I had gone through a lot of trouble walking back and forth, waiting a long time, and watching people who arrived after me being served before me — all while needing to catch a flight. Still, she repeated that she couldn’t do anything.
I left the store and had to take a $125 Uber because it was too late to take the AirTrain. Apple did nothing to correct the wrong information their staff gave me or to make up for all the trouble I went through.
Store manager Dara provided excellent customer service today on my visit to the Apple Store. He attentively listened to my concerns regarding issues with my phone camera, made some great recommendations and was pleasant to talk to. I really appreciated his proactive approach to finding a practical solution to the issue.
I had a fantastic experience at the Apple Store thanks to Jim! He helped me trade in two of my older devices and guided me through the entire process of purchasing a new laptop—all in one visit. He was incredibly knowledgeable, patient, and professional throughout.
What stood out most was how smoothly everything went. Jim explained the trade-in values clearly, helped me back up my data, and made sure the transition to the new device was seamless.
It’s clear that Jim really knows his stuff and genuinely cares about making sure customers feel confident and taken care of. I never felt rushed or pressured, which I really appreciated.
Fast and friendly service. I popped in here on a Friday afternoon, was greeted and sent directly to the service station so I could order/purchase a replacement cord. Carlos R. helped check me out and I think that was the fastest shopping experience I’ve ever had (which was perfect since I need to run home and charge my phone).
Such a cool and unique store so happy to have stopped by before heading back to the airport. Customer service was spot on and always so informative about the products I purchased.
I walked into the Apple store confident enough to see the price that it cost to fix my laptop. Assuming I was going to just have to pay for a battery issue and got an update that it was the logic board that needs to be replaced. Going to take even longer for me to post #fashionweek images. Wish I would have got paid to cover fashion week.
Really nice open lofty space. Multileveled. Most of the time consumers are seen at The Genius Bar on the second floor. Great views overlooking the smallish park next to the building, with a huge Starbucks right next door! Fantastic!
Went in Black Friday 2020 and the line was very long, I was ready to wait one hour but I was surprised to be help within 15 minutes. Very efficient very cool store, staff are great and ready to help. I saw some rude customers giving them a hard time and I mean at this point every one should know that you need an appointment to be help at any apple store. This location also has meter parking right next to it.
Fantastic apple store. The third floor is completely dedicated to the Genius Bar, and the first two floors are full of demos that have plenty of devices so you never have to wait. I do hope they follow in the footsteps do SF and 5th Avenue stores and integrate more greenery, but for the current version of apple stores in Nov 2019 this is as solid as they come. All the staff is friendly, and love the building their in and the integration of their classic glass helix staircase. Solid apple store!
We didn’t need anything here today but we happened to walk by this location and had to stop in to see it. There’s a really cool glass staircase we had to walk up just for the fun of it. Brace yourself when you get to the 3rd floor was quite HOT so we left right away.
This Apple store is located at one of the most central touristic destinations, the heart of urban gentrification and rehabilitation, and the locus of creativity-driven industries. Given the fact that it's visited by a large number of tourists and passerbys, this store is surprisingly well-organized and kept superbly clean. The acme of your experience at this store would likely to come from the service they boast here--it's efficient, intimate, informative, and possibly everything you expect it to be.
125 W 3rd St, New York, NY
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