Apple Store

Great customer service. Had a broken screen on my phone, took an hour. Super convenient!

Worst apple store in the history of apple stores. I came in at 12:35am and left at 8:37pm without a resolution. I was told my phone was covered by a woman named Danny and once I come back later to pick up my repaired iphone they told me there is a charge (WTF???) once danny came back over she completely LIED to my face saying she never said that to save herself from getting in trouble which is absolutely disgusting and sad. I tried to talk to a brainless robot named Nathan DeHaan but after 2 hours of him rolling his eyes at me, giving me dirty looks, and completely disrespecting me I knew it was time to leave. I have never had an experience like this at an apple store before. Please beware of this store they are all pathetic liars. Every single employee I encountered were extremely unprofessional and awful management (Nathan) definitely rubs off on them

This review is for the store in Downtown Summerlin, and not Apple products. There are a few businesses that just seem to hire happy people, or people who are truly happy to work for them. Apple is one of these businesses. I visited this store just a few days after it opened and it was already running like a finely tuned machine. I was greeted at the door and asked if I could be helped, the shelves were fully stocked, the table displays were beautiful and functioning, and the employees were happy and proud of the store. And there was a decent sized crowd of shoppers. (More on that in a minute.) Multiple visits later, the employees remain just as enthusiastic and knowledgable, and the store is as spiffy as the day it opened.
Back to the employees: Apple seems to be good at keeping the customers and their needs central to what their brick and mortar stores are about, but this one seems to have it down to a science. At times there are multiple greeters at the door to check people in for appointments, or get them moving toward what they’re looking for. The sales team members are everywhere and always engaged with customers, and the geniuses at the Genius Bar are… we’ll…they earn the name. When you’re being handed off to a sales person, or seated for an appointment, it’s purposeful, friendly and smooth. No matter what you’re doing, it seems the employee you meet was just waiting to take care of you. Go in to browse: easy. Go in to buy something: easy. Make and appointment on line, go in and get seen on time: easy.
One final note: Apple Stores everywhere I’ve been seem to be packed with shoppers, always. Some of these stores seem to routinely struggle to manage the crowds. While there are times I’ve seen this store full of shoppers (expectedly after new product releases, or running up to major shopping holidays), it seems the Downtown Summerlin store has avoided the constant presence of massive crowds that are common at the other two stores in town (Town Square on the south side of town, or Fashion Show Mall on the Strip) – and frankly most of the Apple Stores I’ve visited across the U.S. For this reason, as well as the awesome parking and convenient location, I give this store a solid fourth star.
Speaking of parking, for easiest access park on the northeast side of Downtown Summerlin between California Pizza Kitchen and the Regal Cinemas, and head straight west. Or park in the north-​most parking garage when you want your car in the shade. The store is just south of the main «tent» structure on Festival Plaza Dr. Enjoy!

I’ve been to the Fashion Show and Town Square locations, but I’ll just review my most recent experience at this location, which I like just as much as the others.
I set an appointment online with no problem. Arrived about 15 – 20 minutes early, but I was greeted right away and asked to check in with another representative. Cool beans.
Noticed they were slightly behind, but I’m not in a rush, plus going in I had expectations of them being busy. It’s Apple.
Gah… I wish I could remember my tech’s name ’cause she was just as nice and courteous — just remember it starting with a D. She let me fully explain my iPhone problem, then she walked me through diagnosing with their speakers. She literally could tell that the difference I had with it compared to hers. Before trying to replace my phone, she wanted to know if I had any questions for her and I brought up how I bought the device from my cell provider. Not wanting to cause any problems with them, she wrote me a notice to bring to them just in case they wanted proof that the device needed to be replaced. All courteous and thoughtful.
Other than my experience, I can commend them on trying to accommodate/​help a mom and her 2 kids. The little brother overheard the patron say she had the wrong appointment time, but she had been waiting for awhile and had other appointments elsewhere. Before they could get to me, they helped her out first. Her tech was nice, trying to be personable with her and the kids while diagnosing the problem. Took him about 10 – 15 minutes to help her out, hopeful that she’d make it to their other engagements on time, and thankful for her patience.

What to buy a Boy that is about to turn 18? Many and option danced through my head before settling on an iPad. This would be much larger version of an iPhone he had the few years prior.
I purchased said iPad off the app on my iPhone. It was a convenient and solid purchase. The initial purchase followed by communication this location in Downtown Summerlin made for an easy sale.
I cruised in to pick up my order after having been notified and was met in a timely fashion by the sales person. There was a confirmation process via my phone and the smart something the sales person was using.
All in all, it was a solid transactions and I would not fear to purchase from Apple at this location in the future.

My 6S Plus was not working correctly so they swapped it out for me. The back up on my phone froze (that’s what the tech said exactly) so I was not able to use the most recent back up. IF THE TECHNICIAN WASNT RUSHING ME WE COULDVE DONE THE BACK UP AGAIN FROM THE OLD PHONE! But he already wiped out my other phone. I lost a ton of information! The worst part about it The «lead technician» Nathan Dahan was pointing the fingers at me saying «you returned the phone to us, didn’t you»! I did return it because it wasn’t working correctly not by choice… This is not the right way to handle an angry customer who just lost a ton of info, considering it could’ve been fixed ! BAD, BAD! The manager I spoke to Scott was very nice and apologetic, that made me feel a little better.

If you need to visit an Apple Store, you might want to consider going elsewhere. If you’re in Summerlin and don’t feel like driving to Fashion Show or the Forum Shops this location will work. But good luck getting anyone to help you. I’ve visited this location several times and walked out without being able to get help, or even asked if I needed anything. I’ve stood there with $ 1100 in add-​on products in hand more than once and I couldn’t get anyone to help me complete the sale so I put my stuff down and walked out.
Parking: It’s actually a closer walk from the parking lots to this location than Fashion Show or the Forum Shops, but it doesn’t mean much if you leave empty handed and frustrated.
Service /​Support: There’s a lot of staff on hand, but in 11 visits I’ve only had someone approach me 2x.
The bottom line for me is if I want the best Apple Store experience in Las Vegas I go to the Apple Store at the Fashion Show Mall on the strip, or the Forum Shops at Caesars is my second choice. At least those locations pay attention to their customers and I can get what I need the first time.
1 Mercy Star is the best I could possibly give.

My iPhone 6 Plus display had some issues. The first time it was constant, and they replaced the phone. When I went to Hawaii, for some reason only certain apps caused the screen to slowly get lines then black out ( Unilocal, Facebook, maps) but not YouTube, Netflix or any video app.
Good thing I at least filmed it using another phone, because a screen shot picture would not show the problem. However, once I got to Las Vegas, the phone did not seem to have any problems; only occasionally after a reboot. After that it appeared to work fine.
Oscar had the display replaced, but it seems my battery drains faster. He did a diagnostic and it said the battery was good. I am happy so far, as I stuck around the store to see if it would act up again. It did not…
I was 2^nd in line and this replacement took only one hour. Which I burned looking at the iPad pro. New as of this writing…
Thank you! But I will update if the display fails again

It’s so funny how I had to schedule and appt TEN days out, and they give you a very specific time. God forbid, you are a minute late, you lost the appt, but I had to wait almost 6 minutes for MY appt. They weren’t able to fix my issue, so it was a big waste of time.

LUIS is the one that took care of me. He went above and beyond and answered all my questions and got my MacBook working the way that it should. I will only go to him for my future needs and I give the store five stars.

Big beautiful spacious showroom
Natalie & Jordan were tremendous help; very courteous, knowledgable & helpful.
The best Apple Store in town!

I bought my iPhone from AT&T and I went home to restore it. I clicked on the wrong profile and of course I locked it cause I didn’t know what profile that was and it was locked on that persons profile. Of course, I freaked out and only had the phone for an hour. I went back to AT&T and they told me I had to go to the Apple Store to have it wiped clean.
I drove from Centennial AT&T store to this store and I was on panic mode. I walked in and was greeted with friendly attitudes. I talked to George and he immediately said he would help me and sat me down at a table. He attached my phone to the stores computer and did a data recovery mode. He confirmed with Nathan to make sure that there would not be any problems. Nathan played with his handheld and confirmed it would work and I would be ok. Sure enough it was and I did my restore on my laptop inside the store.
This store, every time I go here, I’m treated with great attitudes and people who wanna help you. I like that it’s near my house and that everyone there is knowledgeable on the products. I will continue to keep going to this store from now on. Big THANK YOU to George and Nathan! I went from panic mode to relief mode instantly! KEEP UP THE GOOD WORK!

I honestly wouldn’t give this store one fucking star! The employees here are fucking ridiculous! No type of customer service what so ever! The only two reps that actually help are Dan & BJ. Besides that everyone fucking sucks! Even the so called managers fucking suck! They pass you off from one customer rep to another!
I was suppose to have a new phone since last Saturday 10÷10÷15 but one of the customer service rep Theo fucked up my T-​Mobile account adding a phone that I never received, never even had, and now they can’t take the phone off my account, they added another phone on Tuesday to my account withOUT my permission, so now I have 2 iPhone 6S that I do not own! Never even had! Which I am being charged for! And I’ve been wasting my time coming down here to try to get it fixed and I pretty much waste my time! This fucking store fucking sucks! I am beyond pissed! DAN should become a manager because he’s the only one who’s actually been helping us with all the mess that Theo caused!
HORRIBLE HORRIBLE CUSTOMER SERVICE APPLE !

How annoying that you can’t just call into the store directly without being routed to Apple Care first.
Not sure who decided on that shit but seriously, it’s BEYOND annoying.
I worked in mobile for 3 years — I’m not one of those idiots who don’t know how to work electronics, especially something as easy as the Apple OS. I still have the same stupid issues now as I did before going to this store. Yeah, everyone is friendly. But they need to train everyone THE SAME. Both in store and through «apple support» because this run-​around shit is beyond annoying.
I swear, they spit shit out of their mouths half the time. I asked multiple times, «Isn’t the restrictions passcode going to be on my backup? because it says right here ‘it backs up settings’ and restrictions passcode is under the settings.»
Sure as shit, I was right. Here I am, unable to reset this stupid shitsicle of a device.
Why the hell aren’t users able to see what’s «backed up» WITHOUT using another Apple device? Maybe I don’t want to restore some unknown backup to my iPad. So then what? It’s a guessing game that is full of shit.
I don’t understand how a company that’s so «above and beyond» technology doesn’t offer something so god damn simple. THIS is why I miss having an android. I can see what the hell is on my memory card and Google backs up shit without me asking.
It’s interesting how the new phone and IOS come out and all of a sudden the older devices start crashing. It’s almost like it was an accident at first, but Apple now uses it to con morons into buying the new shit-​piece.
I have to go back here tomorrow and oh man, I’m raising hell. Nothing like wasting HOURS in a fucking Apple Store because they want you to use their open wifi network that’s slow as shit to «back up» into the fucking mysterious iCloud bullshit.

I am very highly disappointed in this store location and the staff that work here. This review is specifically based on my recent experience with repairing my Macbook Pro that was damaged due to a graphics card «recall».
I was told it would be 3 – 5 business days for my computer to be repaired. I called 7 days later asking for a status update and finally after 20mins of being on hold I was told I would get an email when it was ready. 2 days later I finally saw I got the email that it was ready a few hours after I had called I just didn’t realize it as I was behind on my emails considering I didn’t have a laptop and it’s hard to go through 1000+ emails on my iPhone every day so it would have been nice not to have to wait for an email, just call me that it was ready for pick up.
So I finally went to pick it up and after waiting 20mins for them to grab it from the back and helping others it still was NOT working, which then made me LATE to work after I repeatedly told them I had to be at work and had I seen the email sooner I would have had more time to wait. They agreed to let me drop it off for further repair and come back after work especially as they already made me pay $ 330 to fix the «recall» issue I was having. Later, I get off work and when I arrive I am forced to wait another 30mins for my computer as they were helping others and continuing to ignore that I was there. Finally a nice gentleman brings it from the back and does wait for me this time to turn it on and make sure it works and guess what, IT DOES!
So long story short — don’t expect much Customer Service from Apple especially this location. But they will fix things for $ 300+ and days of waiting.

As other reviewers have noted, this location is a welcome addition that saves a lengthy trip to Town Square to visit an Apple Store. Still quite spotless, this Apple Store offers everything you would expect.
Though quite busy, I found the employees here incredibly helpful. I walked in one day and was actually given an apology as all the Genius Bar appointments were full for a few hours! I booked an appointment for a few days later, and while I had to wait an extra ten minutes for service, the Genius that helped me was one of the most personable and talented Apple employees I’ve ever encountered. He spent extra time asking diagnostic questions, didn’t rush me at all, and explained what I could do in the future if there were other problems with my device.
Great service, clean store, and plenty to look at.

Understaffed at 5pm on a Tuesday afternoon. I could only imagine what this place would be like on a weekend or over the holidays. Some staffing issues need to be addressed at this Apple Store.
Went here yesterday downtown Summerlin, as I was curious about the new Apple watches. The rep asked for my name, entered into her tablet, then told me it will be about 45 minutes wait to select one out of the display case and try one on my wrist. Needless to say, I left within 10 seconds flat of that conversation.

It’s just an apple store. I have been here many times to fix the same problem and ended up figuring it out on my own. What a waste of my time.
First of all – Do not go here unless you have an appt. The wait is so long and they will basically make you get an appt. for another day. Pretty annoying if you have an emergency and need something fixed right away.
Just an FYI– I went here because I was having trouble sending out call invites on my Ipad. On my first appt. I spent almost 2 hours with these people while they were trying to trouble shoot it. Well after 2 more appts. of them telling me they just have no idea on how to fix it I figured it out.
*APPLE blocks emailing in this store* When I got home and did it the right way, it worked just fine. You would think these people would know that they are blocking outgoing emails. That is a huge problem that needs to get fixed.
This place seems to be poorly managed. They have staff walking around everywhere and all they do is tell you to go see someone else. Really confusing when there are 500 people in the store with their creaming kids and dogs. They need to get a better system, people coming to this store with children do not have time to wait hours for service.
APPLE – If you are going to be unorganized and keep people waiting for 5 hours, you should offer a water and get more seats in this place. The whole process is annoying. The other APPLE stores in town are not like this.

I am SO thrilled to not have to drive down to Town Square and walk half a mile from the parking lot to get to the Apple Store, now that Apple has come to Downtown Summerlin.
After my beloved iPhone 5 got stolen in Warsaw (that’s Poland, not Wisconsin), I toughed it out with my old, hot pink Motorola Razr until my contract expired. It was withdrawal at it finest. No, worst. You can’t go home again. And then I waited, and waited until someone, and that would be Best Buy, had a 64GB in stock — and a good deal. Alas, the phone was totally *&^%$‘d up, and after hours on the phone troubleshooting, a wise Senior Adviser advised what could have saved a bunch of time, and that is, get a new phone.
With visions of Town Square not dancing in my head, I set off to the new Apple store, and found a parking spot immediately despite the holiday season. It took THREE hours to transfer all my stuff to the new phone, but the Genius assigned to me, Joe, stayed with me the whole time.
I may be an Apple fanboy, er, girl, even though I own a PC and not a Mac, but I’m thrilled with the store and its proximity to my house. Viva Apple!

A three star Apple Store review from me – wow, who would have thought?
I stopped in here Monday only to find the same kind of line that Christine A described. After about standing for 10 minutes, an employee came down the line and asked what phone I wanted, the 6 or the 6 Plus. I didn’t know so I was told I could go in the store, look, decide, and come back out and make my reservation. I just told her I’d go to Town Square at which time she pointed out that there’d be a line there too. She advised me to come early.
Yesterday, I went back about 10 minutes before opening and I was third in line. When the store opened, I went in and looked at both and made my decision. I then came out and told her which model I wanted. There was another wait until it was my time to purchase.
Next up was the person who brought the phone to me and went through the trade in of the old one and the purchase of the new one. Then I was taken to the setup table where I was handed off to a third person who got me started on the setup process, most of which I did on my own but he was around so I could ask a question when I needed to. The slowest part of the whole thing was the wait for the backup from the cloud to load all my apps from the old phone. After two hours at the store, I was done and left with my purchase. I wasn’t offered nor given a bag. It was, «Awesome, you’re done!»
I understand that the iPhone 6 is very popular as was the 5 when it came out. It seems like they’ve made this process unnecessarily circuitous, Also, when I arrived Monday, there was no one around to explain why the line nor what one was supposed to do. I have to give the employees kudos for their service for the most part. But Apple, please tell your youngsters that buying an iPhone is not awesome. I think I heard the word at least once in every other sentence from all three employees with whom I dealt. The Grand Canyon is awesome. An iPhone is nice, great, but please, go easy on the awesome!
I’m glad the store is so close to my home – just about ¾ mile. Since I’ve had an Apple computer and successors since 1984, I will be back. I love their products.
Finally, when I left yesterday, there was no line. The store has been open less than a week so I suppose that I was just in the midst of the rush. But I should have gone to Town Square Monday.