I purchased this phone less than 12 days ago, brand new and sealed. Today I received a system message stating that the camera or some internal parts are not genuine Apple parts or may have been installed incorrectly.
I have never repaired, opened, or modified this device. It is completely new.
After waiting more than 40 minutes in the store, I was given different and contradictory answers: • First, I was told the camera would be repaired. • Then, I was told I could receive a new phone. • Then, I was told I would need to pay $100 for an express replacement. • Finally, I was told to go to T-Mobile because the phone was “not theirs.”
This is very confusing and unacceptable. The message came directly from Apple’s system, so I need a clear explanation.
The phone is still within the return/exchange period. I am requesting one of the following:
Since this device is less than 12 days old and has not been altered in any way, I should not be charged any fees for a manufacturing or system issue.
One of the worst Apple Stores in NYC. The staff isn’t very knowledgeable and can be pretty condescending. I had an appointment and still waited over an hour while people who came in after me were seen before me. When I called them out on it, they claimed it was a system glitch. Yeah, sure. Either way, I’ll never go here again.
As an android user and devotee, configuring my childrens' iPad parental controls has been a source of rasied blood pressure from the day they got iPads. I walked in and Rebecca helped guide me to a session with Brightner. I lucked out and had him to my self for an hour. He walked me through the security and parental control settings and I felt my blood pressure dropping. Then he shared some information about how he manages his little brother's online use.
Apple needs more Brightners. He was amazing. I left with peace of mind and some to-dos. He also suggested some devices/services that give him peace of mind with his little brother.
Our friends have been waiting over an hour just to buy a phone and a watch. Meanwhile, while we’re waiting, staff keep asking us to move seats around the store. The service is extremely slow and disorganized, and no one seems to care about customers’ time. For an Apple Store in WTC, this level of service is unacceptable. Very frustrating experience.
The team members I’ve interacted with, every single one, are the loveliest Apple employees I’ve ever experienced. I’m so grateful and overjoyed by their patience, kindness, and overall dedication towards creating such a wonderful experience for not only myself, but everyone that steps foot inside.
I want to give the biggest shout out to Expert employee: Brady. Brady should be promoted to leader position for being the nicest, most patient and most attentive, and personable human being. From beginning to end, Brady ensured I was taken care of at all times - I’m so glad that Brady was the initial associate to greet me - I gravitated towards him upon store entry because of his friendly stature. I respect and appreciate Brady, greatly. Thank you, Brady.
I also want to give a huge shoutout to Rob, the technician that initially assisted me. Rob is patient, kind, intelligent, a great listener, and an amazing human as well. I felt secure in Rob’s skills, and I was well taken care of by Rob; he truly did his due diligence to make me feel at ease and seen. He heard me thoroughly and addressed everything consistently, with empathy. Thank you, Rob.
The technician that completed my phone repair, bless him and his beautiful work. I didn’t get his name, but he worked magic and he is very skilled. He is of the same greatness that is shared amongst the entire WTC staff. He is humorous, kind, attentive, personable, and so great! Thank you, sir!
Brigette is the sales associate that is sweetest person to grace the sales floor; she treated me with such delicacy and patience during my shopping time - I purposely would wait for Brigette to become available so I can continue my shopping with her - she’s busy because every consumer is entranced by how great she is! Thank you, Brigette.
Samantha and Lassie are absolutely darling and they’re both gigantic sweethearts; Lassie is a great conversationalist, and has the kindest heart. Samantha has the warmest smile and sweetest composure - I felt very secure with her assistance. Thank you, Lassie and Samantha.
Michelle, a fellow sales associate, that helped me complete my purchase for a new Apple Watch band. Michelle came to my rescue when I was at my lonesome by the watch section; she noticed me right away and strived to my side. Michelle is so absolutely lovely - she is a complete delight, and I will return to purchase more items alongside her great knowledge and assistance. Thank you, Michelle.
Brandon is friendly, attentive, informative, and very professional. He is an excellent asset to the WTC Apple Store team. I’m so grateful to have experienced his service and support; he answered every question I asked. Brandon is patient, kind, and very attentive; I cannot express enough about his attention to detail and his expansive knowledge on every product and process that I wanted background on. Great guy - even better worker - I’m very happy with Apple. Thank you, Brandon.
Thank you so much, to everyone and beyond! Can’t wait to be back :)
I’m writing because I left the Apple Store today feeling unheard and frustrated, and that’s not the experience I’ve come to expect from Apple.
Earlier today, I came in with three devices that needed service. From the beginning, I clearly explained this to the representative. I waited patiently for over an hour, only to be told that all three devices were not properly logged in the system. Because of that mistake, I was then asked to wait another full hour.
I calmly explained that this was not an error on my part and that I had already waited the time requested of me. Unfortunately, the situation was not resolved, and I ultimately left without my issues being addressed.
I respect Apple employees and understand that mistakes happen, but what was most disappointing was not the mistake itself — it was feeling like my time and explanation didn’t matter afterward. As a working parent, my time is extremely limited, and I planned my day around this appointment.
I am not writing out of anger, but out of genuine disappointment. I would really appreciate a follow-up phone call to discuss what happened and to help make this right. I still need assistance with my devices and would like to resolve this in a way that reflects Apple’s commitment to customer care.
Thank you for taking the time to read this. I truly hope someone can reach out.
I had a disgusting experience at the Apple Store World Trade Center. This was unlike the experience at other Apple Stores in NYC. It was like I was being targeted by the Apple staff.
I came in on Jan 3rd, 2026 in the evening to get my MacBook Air for a DFU re-install. The person I worked with was Julien, and he botched up the re-install:
1) he told me that he was not allowed to bring out the 2nd Mac for the DFU. That he had to do it inside at the back of the store. I found this strange, because I know that the last time I had a DFU re-install done, it was at the 5th Ave store; the tech did the re-install in front of me. Everything was done to my mac in front of me, and the whole process went smoothly.
2) When the tech at the WTC brought out my Mac, there was clearly something wrong with my mac. I could not connect to a VPN software app site (ProtonVPN) on my mac using Safari. The other store Mac laptop could connect but my mac could not - the certs were not recognized by Safari on my mac and I got redirected to the Apple store site. The tech did a 2nd re-install at the back of the store and I still had the same problem. In the end, he told me that something was wrong with the Apple Store WiFi and the "other iPads" in the store were also seeing the same problem.
I have been using Proton's software for years, and it is compatible with the macos. Not being able to connect to Proton's site was disturbing - like my Mac keychain certs had been corrupted. And the tech had no interest in fixing the problem or getting someone competent to do the re-install.
In the end, I had to use my personal hotspot on my Android phone to set up my mac.
3) After the 2nd re-install, I was setting up my Mac, when an African-American man sits right in front of me. He was cussing on his phone, and had an alcoholic drink in his hand. He was stinking of alcohol. He continued to sit there at the table that is reserved for genius bar reservations.
No one approached him and asked him if he had an appointment. In fact, while I was setting up my Mac at the table, an Apple employee walked by and rapped on the table with his knuckles. He was motioning me to get out of the Apple Store. Nothing was done about the drunk cursing into his phone, but the Apple staff wanted me out of their store !
I can clearly see the type of Apple staff that are at the WTC store. What I saw was incompetence (maybe my mac was deliberately corrupted during the re-install ?) and rude/derogatory behavior.
I don't hold this against the Apple brand, but the kind of people who are working at the store. Apparently, they think they have the power to do what they want to your laptop, and be vicious to whoever they choose.
On the 12/29 we had bought an iPad for Christmas. It was for my friend's daughter. We had to come to this Apple store because they were the only one's who had the specific iPad in stock. The iPad was supposed to be available for pick up at 12/30 at 3:30pm. It took an hour to get here. We had arrived at 3:15pm. We sat there for 2 whole hours for the iPad for it to still not be ready. It's frustrating knowing that my friend's daughter got her iPad late because of life... its another frustration to waste half of our day for it not to be ready at said time without any attention. This will be reported to corporate.
My daughter had just recovered her phone from a thief which ditched her phone taking the case, cc, licenses, etc. She went into the this Apple Store to buy a new case and out of the kindness of her heart, Melissa Cohen, the store manager, gifted it to her. True act of kindness and very much appreciated. Thank you and happy holidays to Melissa and the Apple community!
Generally, a beautiful store with very patient and nice employees. But I had a bit of a weird experience here. We had an iPhone repaired, and when they brought it out to us the employee refused to show us the phone or verify that the repair was successful until we paid him in full. He simply held it under his arm and insisted we couldn't see it. It was shady used car tactics, and especially weird since the phone was fine. I don't know if this is unusual or anti-theft but it felt very unfriendly and I don't think I would have another repair done at Apple.
I had an outstanding experience at the Apple Store at the World Trade Center, thanks especially to Tyson.
I was dealing with persistent issues on my brand-new iPhone 17 Pro Max—random crashes and overheating—while traveling abroad. It was incredibly frustrating, especially since I bought this phone specifically for the camera, only to have it fail daily throughout my vacation. After returning home to NYC from a 15-hour flight - jet-lagged, exhausted, and navigating a snowstorm with icy roads - I went to my nearest Apple Store in Williamsburg, only to be ultimately turned away and told I needed to go to the WTC location where the phone was originally purchased for a replacement.
Walking into the WTC store, Tyson and the sales team were a breath of fresh air. Tyson spent nearly two hours patiently and expertly troubleshooting my device, clearly explaining my options, and ultimately helping me get a replacement phone. He went above and beyond by making sure the new phone was fully set up so I could leave without any lingering issues. Huge thanks to Tyson for his professionalism, empathy, and dedication. This experience completely restored my confidence in Apple customer support.
Went in this morning(less wait time than expected) for a urgent Gineus bar appt. Ladies in this location are very welcoming and helpful, I was able to left with a functioning computer within a reasonable time
Be wary of repair times. One week has now turned into 3 weeks... Maybe more.
I made an appointment and the man helping me was nice and attentive. He told me that the repair shop had my part and it would only take a week to fix. It's been two weeks and they never updated with a new repair time, just that they actually didn't have the part. I had to call to find out that it may take another week or more. Also if I want to cancel my repair I have to wait four days to get the computer back because it's off site and I can't just go get it.
They could definitely work on speed and communication.
My experience has been hit or miss at apple stores over the past few years. this experience was a HIT! Illych and Giuseppe were super helpfuland helped me with a complex issue. They live upt to their title of genius. Cheers!
Friendly staff and a great location inside the Oculus at the World Trade Center. The area has a nice, lively vibe, and the store is well-stocked with all the latest Apple products. It’s clean, well-maintained, and conveniently connected to the NYC subway. While you’re there, take a moment to visit the nearby WTC Memorial—it’s well worth it.
The “geniuses” at the Genius Bar ruined my phone. They swapped my old phone with a refurbished phone without my consent. My battery is terrible now, barely lasts more than 6 hours. Also charges very slowly. I did not agree with this. I am extremely upset and angry with this store. Apple phones are the biggest scam in the world. Garbage-quality phones that cost $1,000. Absolutely ridiculous. I will never buy an iPhone again.
I recently got the chance to check out the Freedom Tower at the World Trade Center, and while exploring, I stopped by the Apple Store and wow, this place is incredible! The store is huge, beautifully designed, and the energy inside matches the amazing architecture of the building itself.
I had a chance to check out the new iPhone 17 Pro Max, and that phone is super light, powerful, and the camera is really impressive. The staff was friendly and helpful, and the overall experience was just great.
If you’re in the area, definitely stop by it’s not just an Apple Store, it’s an experience inside one of the most beautiful buildings in New York City.
Terry was super helpful during the kids workshop. Very patient and sweet. Every weekend they have workshops for kids you can attend for FREE! They will give all the ipads and equipment that might be needed. Make sure to checkout and register before going to know what class you can be more fit into
Even if the store was very busy, we were approached very politely by Nijel that was taking care of another customer at the same time. We received clear information, got to try on the airpods and even the auto-translate feature with his help. He was very kind, sociable and helpful.
The two story Apple Store at the World Trade Center is a place many people would probably love to visit for shopping. However, this location is really slow, and the waiting time is way too long!
Friendly, beautiful location in the Occulus World Trade Center, nice vibe to the area also. Well supplied with Apple products and easy access to the NYC subway system. Clean, well maintained. Stop by and visit WTC memorial while you are there also.
5 stars only because of Christian. His managers were overwhelmed and forgot multiple people who were waiting in the store for over half an hour. Christian was quickly helping customers and got to me very quickly and got me in and out of the store with everything I needed in under 10 minutes. He was very accommodating and was very apologetic for the wait, despite it not being his fault. The manager did not even acknowledge forgetting multiple tables of people and would make up the order in his head instead cutting ahead of customers who were rightfully visibly annoyed at the inattentive manager. The manager had an AirPod in the entire time which may have contributed to the distraction? I’m still baffled at how he is a manager with that embarrassing conduct.
Is a nice store but always full of people, if u need to fix anything better go to another location from the brand, will be fast. On the Chelsea market area there is another one, there they fix my phone in two hours.
I had a quick and pleasant experience at this store. Mo helped me out as soon as I walked in. I arrived very early to avoid the crowds and it was perfect timing. I traded in my iPad and set up my new device on site. This location is located in a massive mall/train station so I recommend going early because a lot of people come in after work and it can get super busy. The store is located inside of the Oculus World Trader Center.
Inconsistent/odd energy from the staff at this location. I came in to have help setting up my new MacBook Air and get assistance with an old one. I walked in the first level and approached a staff member to ask where to go for my appointment. She seemed confused as to why I was walking up to her, then proceeded to look me up and down with a tone of suspicion as she directed me where to go. Maybe it’s because I was carrying my laptops in a backpack? The employees upstairs were more friendly. Anyways, when they began my appointment a staff named Art helped me. Although his service was friendly, he was helping several other customers at the same time as me and his attention was divided throughout my set up process. He also didn’t know what one of the apps does on my new laptop. I asked him to ask someone please and he did but I felt during the session that I was slightly burdening. I asked about another app and he said “no one really uses that.” Okay? He did apologize and I don’t think it’s his fault he was assigned several customers at once, but it left a less than desirable impression as a customer who was excited to learn about my new device.
I visited the Apple Store with a heavy heart for, my iphone SE was working fine except for the fact that it had no space left. I loved everything about my old phone- the size, the grip, the capabilities. It was a nice, simple elegant phone. I really didn’t want these newer larger ones. I hold onto my phones for many years. Hence I was not excited about this inevitability: the acquisition of a new phone. Fortunately I was assisted by 3 amazing human beings who took the time (a lot of time) to empathize, hear me and help me navigate this new road. Riyan spent a lot of time helping me through an otherwise anxiety-ridden experience (theres so much information here and it can be overwhelming), after he helped me Kevin D stepped and also was immensely kind and tried to help guide me through potential payment options and finally Christopher G ensured that I had everything I needed on my new phone and felt comfortable enough to be on my way. Im an old soul- Im not super keen on new technologies so these types of experiences can be daunting. I had been planning this trip to the Apple Store for 5 months and only just went in. Thanks to Riyan, Kevin D and Christopher G I left feeling pretty great and also excited to explore this new device.
This store is very spacious and has a wide variety of products, including phone cases, charging cables, and phone stands. If you want to try out Apple products, I highly recommend visiting this store because they have everything available for testing!
The Apple store offers a unique shopping experience, with a large space and a pleasant atmosphere that invites you to explore the latest products and technologies of the brand. From the minimalist design to the orderly arrangement of the products, everything is carefully thought out to create a smooth and hassle-free shopping experience.
However, my experience in the Apple store was somewhat mixed. Despite the welcoming atmosphere, at one point I felt uncomfortable and stressed. It seemed as if some of the workers had a suspicious attitude towards me, as if they suspected that I could try to steal something. This feeling was disconcerting and disturbed my enjoyment of the shopping experience.
However, once I made my purchase, the attitude of the employees changed drastically. Suddenly, they were friendly and helpful, as if the mere action of buying something validated my presence in the store. This abrupt transition in staff behavior was disconcerting and made me question whether my initial perception had been accurate.
In general, the Apple store offers a pleasant environment to buy and explore innovative products, but my experience was tarnished by a moment of discomfort and perception of unequal treatment by the staff. It is important that all stores maintain a cozy and unprejudiced atmosphere for all their customers, regardless of their appearance or behavior.
Apple is a terrific company. This location is just as clean and beautiful as all the others, with many employees available to help. But a retail store is only as good as its employees. I entered the lower level and asked if someone could clean the charging port on my IPhone. I was told to ask upstairs, at the Genus Bar. I did so. And was told, no. They don’t do that anymore. But they would be happy to sell me a new $1200 phone, I’m sure. Dreadful.
What a smashing experience. I walked in here just to look around and had an impulse purchase to get an Apple Watch. I was helped out really quickly and everyone was really nice. They brought out the watch super fast help me set it up and even explained all the features. I definitely recommend the store. It's a very pretty store and everyone there has a personality.
Website
