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!
Had a system data issue and went to this store for help. The tech informed me I had a memory “bug” and to reset my phone. I was hesitant due to the risk of losing photos. I was assured that he preformed a iCloud back up and there was no risk of losing photos. I lost over 1,000+ photos of my children. A lot of photos from our summer trip to Europe were lost as well as photos from a previous cruise. I am very upset and disappointed with the care I received from apple.
I bought an Apple Watch from this Apple Store during my vacation in July. Since I intended to use it exclusively in Germany, I spent a long time consulting and specifically asked whether I could use it with the cellular function in Europe without restrictions. The salesperson confirmed this.
Back in Germany, I discovered that there are two technical versions of the Watch, and the cellular function doesn't work in Germany. I then contacted Apple Support in Germany, who, after much back and forth, referred me to the US. The result is that not only am I stuck with an Apple Watch for over $300 that I can't use, but I was also mistreated by Apple employees, who missed scheduled phone appointments and portrayed me as a liar. The Apple Store itself never responded to my inquiry. This is definitely not the customer service I expect from a company like Apple. They've lost me as a customer.
Very unprofessional!! It wasted my 4 hours at this place. I'm here to trade in my old phone for a new one. Someone was changed to help me halfway. Very unprofessional. They don't even know how to transfer data quickly. If you want to be professional and fast. This is not a good place.
A guy named “Chad” asked my girlfriend to sign in to her Apple ID on a laptop before repairing her iPhone screen. She couldn’t remember the password, so he told her to wait until she could reset it and come back to log in on the same laptop so he could take her phone for repair.
About an hour later, after resetting the password, she talked to another employee who told her she didn’t have to do that if she didn’t want to. That person sent her back to “Chad,” and then Chad told her she would now have to wait another three hours, even though he knew she had to leave soon.
We’re not even sure if “Chad” is his real name, but something doesn’t feel right about what happened. Be careful if you go there, it seems like not everyone is following Apple’s proper procedures.
literally had to „interrupt“ the very important talk between 2 employees, who were talking about life, nothing work related, to ask my questions. as a reward I traveled a backlash of attitude in a style of “oh what do you want, why are you so annoying trying to ask questions and make us do our job”
Didn’t try very hard to help even though my AirPods were still under warranty, they made a claim (one they could not support with any physical evidence) that there was fluid damage. I explained that these AirPods never touched water and used for normal use and running (they are sold as “water and sweat” resistance pods), plus how can it be that only one side was damaged if they got wet (one side inside the case.. ?); the “geniuses” were rude and unhelpful and did everything in their power to refuse service. These are my 4th pair of AirPod, maybe I am the idiot here? Anyway, the worst customer service ever. Apple should really care about this.
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.
Extremely rude staff esp one person who was taking bookings for the new Apple 17 Pro, I told my specifications and just asked him can you tell me the total price as he was putting it on his tablet. He rudely said you can look it up yourself, I am not a human calculator, and a stern tone, he could have told me that he is not the right person to ask that in a nice way. Just because people Queue up to buy the phone does not mean he has the right to act rude. Looks like some arrogance of Steve jobs has rubbed off on their staff, plus i am glad I dont own an Apple product, i went to buy for a friend. Thankfully i will never buy an Apple product in my life.
I was very disappointed at there service. We went to buy 4 iphone 17 how ever they first told us to go downstairs then make a left to stay in the line to buy. We went there 2 o clock then 7 o clock they said you can't buy cause you have to either pick up or order next day. Very disappointing. The employee was very rude and unable to provide good customer care service. So many people waiting in the line and they informed after waiting in the line its not available. Its waste of time.
Some of the managers and staff at this store are utter rubbish. When there was an error with my pickup order, they first lied to me, saying they'd checked the security footage and that I had all my orders. After they checked with someone who knew me and confirmed I was missing one order, they actually kicked me out of the store. I hadn't done anything drastic, and they said they couldn't help me. I traveled from New Jersey to this store and spent five hours trying to resolve my order issue. I received no resolution or information about the issue with my order.
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.
Today I wanted to go to the store to look at the new iPhone and buy one. But I wasn’t even allowed inside! This is outrageous. I cannot make an appointment online at the Apple Store, as it has been impossible for several days. I cannot enter the store because—why? I don’t even understand. At the entrance, before the store, they asked me what I was looking for, and I said that I would like to see the new phones and purchase one. I can see through the glass windows that the phones are on display. They tell me that there are no iPhone Pro Max devices, and I reply that I see them right there on the tables. But they insist there are none. I say that I just want to take a look. And they don’t let me in. What kind of nonsense is going on here?
I had a very negative experience at the Apple Store in the World Trade Center. When I arrived, the security guard blocked the door and rudely asked, “What do you want?” When I said I was there to see the new iPhone 17, his dismissive reply was “You have to go upstairs.”
His body language made me feel like he wanted to intimidate me, which is unacceptable. As someone with a professional security background, I would never allow my guards to speak or act that way toward customers. A simple polite greeting and clear explanation of store policy would have been the professional approach.
Apple is known for customer service, but this experience left me feeling unwelcome and unsafe.
Not the most pleasant Apple Store. The staff is do rude. I walk in to request an iPhone frame to be replaced because I dropped it and it has a very sharp chip on the frame after the phone felt on the ground. She just said that there are no repair order can be done. She didn’t even check with the service menu. I did have my old iPhone 12 mini frame replaced before and this is a iPhone 13 mini. She purposely kept her employee ID backward so that I can not get her name to complain her.
Apple Store’d atmosphere is really not as good as it used to be.
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.
Let me just say the service at this store is really quick. They do a damn good job at helping people as fast as they can. Whether it is checking out or a walk-in Genius Bar appointment. You are going to be in and out in no time. I want to shout out Ben who helped me with an issue and went above and beyond to help me.
Terrible customer service experience from both the genius tech and manager, Sam Ray. For background, my phone suddenly stopped working due to software and hardware issues and was told by apple support that the phone would need to be replaced as some iPhone 16 pro’s came from a “bad batch.” I want to add that my phone was still under warranty. I went to the Apple Store at 10am and was met by a hostile staff. They claimed that they could not replace the phone and would repair the hardware, but wanted to charge me $400 for a tiny damage on the left corner of the phone. They refused to fix the hardware without me paying first. When I raised concerns over this, the manager, Sam Ray came out and escalated the situation. That’s when I decided to call apple support, which Sam Ray stated would be a “waste of time.” Apple support agreed that I shouldn’t have to pay anything and put in a request for them to give me a new phone free of change. I was kept in the store for 3 hours as they kept insisting that Apple support never sent a CS code and was told I could not leave as the Apple support CS code would not work if they receive it and I left even for a few minutes. I am 6 months pregnant and was not able to use the restroom or eat. It wasn’t until another employee came over and advised me I could leave and come back that I was able to use the restroom. I asked for both the managers and tech’s name to file a report with Apple and the manager Sam Ray, told employees not to give me any information. I hope Apple does a better training employees moving forward.
Walked in try to obtain information and left with no understanding of the process I was inquiring about. The gentleman I spoke with made me feel uncomfortable and dumb, not a good vibe. Not how customers should be interacted with, and I guarantee you, that if I talked with ai help bot, it would’ve been much better. He will get replaced first!
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.
Very nice store, but do not ever choose it for order pickup. It feels more like a showroom than a store, and the attitude and competence of the sales and customer service staff are very disappointing for a company like Apple.
This is the second time (I don’t learn!) they have messed up an order in three years. The most recent experience was the worst. I ordered an iPhone 16 and chose the WTC store for pickup because it was offering same-day pickup, and I needed the new phone since my old one was broken. When I arrived at the store, they didn’t have my order and offered no further explanation.
When I got home (without a phone), I checked the order status and, to my surprise, found that my pickup order had been canceled because they were unable to process it in time and the pickup date had expired. So now I have a $1,000 charge on my card, no phone, and no order.
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.
Many many thanks for your kindness and your time
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!
Fantastic experience! Friendly staffs helped me purchase AppleCare using my gift card bought from Amazon, thanks to Anthony and other great people (sorry I didn’t remember all your names). They are willing to cooperate together to help me solve the issue. They also hosted interactive workshops (thank you, Leo) to teach customers how to use their devices effectively (even some PRO tips). Hope people can stop by and enjoy these free sessions.
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.
125 W 3rd St, New York, NY
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