Apple Store

You need patience when you come here as the wait time can be panful. However their customer service was great. They were able to help us and solve our problem.

The rating would have been no stars at all! But that option was not available. Been a customer in that store for almost a decade. It was my favorite store to check out new products, get good tech and customer support in the past. I believe this was my first tech visit since 2015. Everything had changed. No friendly greetings. No engaging talk with the customers while listening and using the listening skill to figure out what the customer wants. They talk at you a mile a minute. The woman who said she owned the place and she was a manager there was not interested in even performing the job of a customer service manager. She told me she was the highest position here and she owns the place. When an employee uses this line, be they staff or manager, they are exactly the opposite. She tried to throw me out of the store and called the security. Because I demanded to be treated as a valued customer, not someone who went solicited for money or business! When her name was asked, because she would be reported to the Corporate Center, she was jumpy and defensive. And I get it. I get her fear of her name being given out after a If someone had done or perform their job the way they should or better, they would be waving their name in front of you so they will be given recognition.
Well they wiped my iPad Air 2 because they said they had to test it-​even though the Apple Care had noted in there of my calls for the same problem for the past two weeks. When the manager started to get on her high horse, the store employees left my iPad all broken. It was not even loading the home page after the restore they did with their computer. Then a guy in his 40s showed up calling himself Brian and tried to treat me as if I was dumb to get me out the store. The only reason I stayed was I wanted AppleCare to talk to them and see if they can come to some kind of collaboration to make one of the Apple customer get satisfaction. Apparently that did not happen because these so-​called managers refused to do their job: customer service. I had been there in the past with issues more involved than needing to replace the iPad. The employees were very professional and get on the phone with whomever they needed to resolve the issue, such as the phone carrier.

While most Apple Stores are so shiny, bright, and beautiful, the one in the Menlo Park is the total opposite. When I went last week on Tuesday night for a 7:30 PM appointment, it was a complete zoo. It literally felt like Zombieland in there. I got there about 10 minutes prior to my appointment, and I was trying to check in with a specialist, but no one was available! Finally at 7:30 I went up to someone who was running around and she told me who I could check in with. I was then advised to sit at the genius bar for my appointment.
I sat there for half an hour until I was finally helped. Meanwhile, I heard another specialist tell someone that the genius bar closes at 8 PM. I started to freak out a little bit. Something that bothered me was that they book multiple appointments at the same time and do NOT keep track of who was waiting there first. Someone who came more than 15 minutes after me got helped before me.
Finally, when it came to fixing my Mac, I was told that it needed to be shipped out for repair and would be back in 3 – 5 days. This was a complete shock to me, as I was expecting a quick repair to my keyboard, but I was told that the work that needed to be done was equivalent to replacing a car engine. The point is that the guy helping me had no customer service skills at all. He proceeded to tell me that it is worst at Best Buy where I would’ve been without a computer for 12 days instead.

I had an iCloud workshop Reservation on march 24^th. 7pm. The instructor was Adam. He asked before discussing iCloud is there any questions you may have regarding iPad or iPhone not related to iCloud that you have. YES. I have Windows application on my computer. Theres two problems. The first one. There’s 20 apps that refuse to update. Adam had to restored those apps manually. By doing so he went to the App Store and press on the purchase button. And did a power down and start up. Second problem real headache. For two months off and on seeking this solution. (I spent three hours on the phone with Apple online support technicians Including the supervisor. Wasn’t able to solve the issue. The supervisor was the one that made the appointment for me to come into the store). What I needed was to delete photos from the iPad. These photos are not displaying the trash can to delete.
This was not an issue that was solved rapidly. Adam did many different functions to delete the 30 photos. He did a powered down and startup, He had a diagnostic done. Etc. Long story short. He asked me to bring in my computer the next day alone with iPad. For him to work the computer in conjunction with the iPad. It took several tries for him to succeed. He was so enthusiastic and determined that he knew he had to figure this out. He even built up a sweat.
He’s very pleasant and caring. He knows what he’s talking about, explains it well and he wants you to understand it. He speaks clearly at a comfortable volume.
Continue the great job! He’s a five star plus!!!
Norma Hall

I decided to write this review as I’m currently on hold with Apple on the phone. I’ve been having problems with my iPhone lately and I made an appointment yesterday, for today. I’m now calling to make sure my scheduled appointment went through, however I have been listening to boring «hold» music for ALMOST AN HOUR. The small 10 second question I have is not worth this RIDICULOUS wait. This is horrendous customer service and I can definitely say I am NOT HAPPY. You’d think with such a popular store, that they’d have employees ready to answer calls. Almost tempted to switch back to android as this experience is beyond sickening.

I don’t care if I arrive early or late to this place, the wait is always horrible. For one of the most respected products on the market how is this possible? There is an online appointment system and the thought would be that when you get there you will be seen right away or at the very least within 15 minutes. Agreed?
Well, ha! Not in your life ! The products by no means are bargain basement in price, but the employees treat you as if they are doing you a favor. They point you in the direction of your appointment and there you wait. For hours at a time. Forgotten unless you try to catch one of the staff to pay you some attention and away they go again. Off to who knows where but sure as heck not tending to the many customers at hand. This is so stressful.
If you decide to come here just don’t make any plans for the rest of your day. There needs to be a better system with getting customers in and out of this store. I’ll move my business to another Apple location. Fingers crossed, I’m hoping I find better luck elsewhere.

Complete disregard for appointments. I had a 6:50 appointment and am still waiting with no end in sight. Nuff said.

The customer service here is meh. The crowd is huge and thus does have alot of customers so i expected it to be well fun and efficient, even if it has to be a wait. I got my iphone fixed and i wanted to purchase something. it was a mess finding the person who had access to the cash register, which is part of a table. I had came back a few months later and credit cards are a m mess too. only 2 – 3 people had access to it.

This was my first Apple purchase and I was a bit anxious… – Got to the crowded store and my husband got us on the wait list for Sagar S. Admittedly the wait was a bit long but we were encouraged right away by the pleasant and very helpful Sagar who went above and beyond the call of duty with explanations and such. I would not hesitate to return to this location if I was in the market for Apple products if Sagar is indicative of the level of professionalism working in this location. We were very impressed.

Very bad experience from the customer care. Their approach and attitude was disturbing, i requested for an appointment for phone repair and none was made. They look only for new phone sales and gives no importance to repairs and issues.

Too crowded and hard to make a technician appointment due to high demend

I call apple and say my battery is messed up and I need to fix it ASAP because my phone won’t charge the battery, they say they have no appointments and to come in and I can wait, I leave my house 5 min later drive 40 min to the Apple Store and the guy makes me a appointment for Sunday!!! Like I could have done that from home smh WASTE OF TIME!!! no help now I gotta try to charge this busted phone, also hoe does a phone less then a year old stop charging??? Cheap ass phones smh

Great customer service came in it was packed the guy told me 45 minutes I waited took less then 45 min I was in and out had a cracked iPhone screen

You would figure $ 600 would buy you a nice phone and great customer service!
You walk in and you see so many people in blue shirts taking to each other you would think they are free and willing to help! They tell you to make an appointment so that they can assist you better, I went home made my appointment and returned 3 days later, what a waste of time! I come back because my phone has been freezing, battery doesn’t charge properly and my contacts are not getting my texts. They check you in and sit you, it’s still first come first serve, so if the person who had the appointment before you hasn’t been helped you will not be helped until they are finished with them. I waited 20 mins after my set appointment. The techs run a test and there answer is to reset your phone and if the problem continues to come back!!! WTF?! Like really I waited for you to tell me what I already tried at home, I had to questioned his advice and his come back was to tell me that the system on my phone was showing small problems nothing else!
Unfortunately I went home and reset it again, if the problem continues I will definitely be back and get a new phone.

Whenever I passed by this store, I always see this store swarming with people. This Apple store like many other Apple stores are always popping and lively filled with people playing on the laptops, asking questions, and purchasing new products! I usually stay away this store because I’m not a fan of crowds, but I came in here for the first time to purchase a mini iPad 2 with retina. When I first walked in, I went up to the mini iPads table, and within 5 minutes, a worker came by to ask me if I needed help. Whoa, that was quick and amazing! Despite of the busy and hectic crowd, the workers were very alert and quick on spotting new, potential customers like me. I was greeted and assisted at a timely manner. I told the assistant «I want to buy a mini iPad 2,» and in no time, he grabbed me one and checked out for me with a portable register! Very convenient! Plus, he helped me start it up and connect to my apple account.
Great service!

Literally the WORST Apple Store I have ever been to. Came here the other day without an appointment at 1:30pm on a Wednesday. I called prior to tell them my phone was not working or turning on and I needed to be seen ASAP because I had to travel later in the day. They said come in and they would squeeze me in since I didn’t have a phone that worked.
I come in and am greeted by three very nice ladies (at least the front of the store has their act together) and then was directed to sign in with a short man with camo pants. I walk up and explain I previously talked to someone on the phone and he looks at me and goes «an hour and forty five minutes.» Stunned, I told him again I did not have a working phone and I had to travel later in the day. He looks at me with a stern face, possibly on a power trip, and tells me «one hour and forty five minutes.» I then tell him I literally can’t do that and ask him to look up an appointment in SoHo since I had to be in the city by 5. He tells me if I want to do that I can use their computers to do it.
If he couldn’t help me he should’ve called over some other staff member to do so instead of pointing me to a computer to do it myself. The level of customer service here is unacceptable. I travel a lot and have been to many apple locations, this one is by far the worst. Staff here needs to be retrained and an attitude adjustment would be in order for the little man in camo.

Boyfriend stopped in here to find out why he couldn’t restore his settings. The place was packed!!! And it was a weekday morning. For as many people that were in the store though, he was helped right away. We didn’t have to wait and his issue was resolved! Gave me more shopping time, which is always excellent!
There are a lot of staff members available to help you!

A-​OK, because they serve an important function. But the actual experience in the store is always stressful. And that’s because at any given time of the day, this place is a complete and utter madhouse. Despite the army of nerdy blue shirts greeting you, iPads in hand, breathlessly working to part you from your money, things still move more slowly than you’d expect for this many people working a shift.
My Genius Bar appointment to replace my Macbook Air battery was scheduled for 12:30pm. I arrived a couple of minutes early despite knowing that the Genius Bar operates like a doctor’s office. There’s no such thing as early or even «on time.» 20 minutes past my scheduled appointment I am finally moved to the Genius Bar, only to wait another 10 minutes for a technician to see me. Despite the fact that I know exactly what’s wrong, the technician insists on running a whole battery of tests on the machine before finally concluding what I told him all along: the battery needs to be replaced. I’m then told they’ll need two hours to replace it. Really? Two hours?
Gah!
Luckily I had other shopping to do, and off I went. The silver lining came an hour later when I received an e-​mail that my Macbook was ready for pickup. And so off I trotted back to the Genius Bar, only to have to sign back in and… yep, you know it: wait some more. 15 minutes later someone finally comes out with my Macbook, and with a swipe of the Amex, I did my part lining Apple’s coffers.
Too bad I don’t own any Apple stock these days.

This store gets crowded at times, especially on the weekends!
Just like the other Apple Stores, they all have their laptops, Ipads, iPhones, Ipods and Ipod Touches on display for you to try out. It’s always fun trying them all out.
The staff people here are really nice, and they were knowledgeable when I had questions regarding my 4^th generation Ipod Touch.
If you’re an Apple fan, then you might like this place.

Bought a mini iPad with Retina display online at the Apple site and by the time I clicked the purchase button, the option to pick up at my local Apple store had winked out and the next closest shop was Long Island or at the Edison location.
Since I still have PTSD from my last forays out to the island, we were Jersey bound. The store is crazy busy, like everyone in Edison has nothing to do but hang out there. The greeter at the door pointed me to the back area where pre-​paids were being handed out.
We got the iPad quickly but had to wait a bit for set up. Service was uneven– the first set up gal was trying to help multiple people and got me started and then fobbed me off to a less clued in girl. Since this would be my second iPad, I ended up leaving to figure things out for myself.