Apple Store

We reached 11 mins later than the appointment time. They did not take us in saying that they have 10 mins wait policy. Clearly they dont account for traffic and dont care about customer convenience. So typical of Apple stickler.

Amazing service! I was running late due to traffic they kept my appointment. I went to get the battery changed in my phone, when they couldn’t get the battery out they gave me a new phone.
Very professional and friendly staff.

Tom and Keith are outstanding! Traveling for work and my iPad broke. They went above and beyond to help me!!!

Came in for an issue with a watch battery that overheated and partially burned my hand. They did not seem either surprised or concerned to hear that, which I found a bit odd. Especially as when they plugged it in to charge, they were able to immediately reproduce the fault.

Popular store, but too overcrowded. The sales team, polite and friendly is trained to sell and answer questions about new products at the front of the store. Technical questions get referred to the back of the store so a «genius» can resolve them. But this is a small store. If you don’t have an appointment at the genius bar, you might be wait-​listed or given an appointment for another day. There seems to be no one to expedite little problems, ones that don’t require serious service issues, like handling a replacement for a split cord.
It feels strange when after establishing a rapport with someone at the front of the store the interaction ends when you ask a question about your previously purchased Apple product. You’re passed to the scheduler at the back of the store and offered an appointment, kinda feeling like a hot potato. Sometimes you can wait for an answer, but to me, an hour is just too long! Why isn’t there a way to ask a technical question and get a little help absent a repair issue?
Our computers are so essential to our daily lives it’s stressful to have any equipment out of commission. That’s why it’s frustrating that more employees in this store haven’t been trained to handle customers’ minor problems directly. This location serves a broad range of loyal Apple customers, but it’s no longer handling them expeditiously.

Let me just start off my staying I know its a holiday season and stores are busy. I went in there with my Dad to purchase an iPad for my mom. I hate going to the apple store. It takes years to do anything and today was no exception. The greeter was nice and I told her we were looking at iPads (which I know nothing about anymore). I asked her which one was the iPad 2, iPad air, iPad air pro since they all look alike. She said she had no idea and could get a tech specialist to assist us. There was no one available to talk to us and one would be with us ASAP. I figured it out myself after about 10 mins I asked one of the many apple employees not doing anything if we could purchase this one. He said sure but of course we had to wait 10 mins because there was two people in front of us. In front of us where? There were 4 people standing around talking to each other. I said again I wanted to buy something and I should be able to just purchase it and walk out. He said he might be able to express check us out. Why do they not have registers. I did not want to set up the iPad, its a gift, I wanted to buy it and roll out. We had to wait again about 10 mins before anyone was able to go to the «back» get an iPad and then bring it to us. We got another employee to help us and we stood with her for 5 mins until someone brought one to the table. Why doesn’t everyone have a credit card adapter on their phone?
Next time ill go to best buy. At least there I can SEE the line of people in front of me and not a mysterious wait. There someones more than willing to let you get an iPad or anything out of the case and go to the register to check out.
And god forbid something goes wrong with your product… you go online to make an appointment and of course theres nothing available for days. You go in there and tell them I need to get my phone fixed today, not 3 days from now and they say you need to make an appointment. Its like have more appointments. This is a busy area. Theres a million people in Fairfax County! Gone are the days of going into the AT&T store, buying it, fixing it there, and walking out in 15mins as a walk in with a new phone. The worst part is, the damn products work well so I’m stuck. :(

First off, they’re dog friendly! So if you’re walking around the town center with your pup feel free to check out the new iDevice.
This location is pretty much always quite busy, but that’s to be expected at an Apple Store however, every time I’ve been in, from device service to new gadget information, the staff has been super helpful and very, very knowledgable. They want to get you in and out as quickly as possible and they know how to do it!

The store layout is nice and the ability to get hands on with the products was brilliant. But their appointment related system just slows things down versus dealing with a salesperson directly when entering the store. It reminds me of Circuit City’s failed model. 90% of the time when I enter the store it seems like I have to wait before being able to purchase something. Then if I have a question, the salesperson always has to disappear for 5 – 10 minutes get an answer. Every visit just takes too long.
Update: here I am again at the Apple Store. Wanted to buy a watch really quick and again have to wait and wait. I knew what I wanted before I came into the store. Shouldn’t have to wait so long just to make a purchase. Another shopper here had the same sentiments and we commiserated on how Apple has their store philosophy so wrong.

I NEVER write reviews.
I never understand how I enter the building with little to no expectations and leave so happy! Any issue i’ve had, have been taken care of with no problem at all! Jamal, Damien B, and Malcolm R are the three to look out for. These guys are the real deal and have gone so far beyond what I expected (RAISES REQUIRED!) :). Great crew, amazing products.
–Brandon (Gold’s Gym)

Defective 3 month old iPhone 6 hardware permanently caused my iPhone email to crash. I have 3 business emails used daily and need it back up and working now. This is Wednesday morning and «Apple Genius Bar» cannot get me in to even look at diagnosing it until Sunday?!?
I went down the street to the Verizon store. Sorry sir your iPhone has a hardware issue. Sign right here and you should receive your new free replacement phone in a couple days. Simple as that.
Apple Genius Bar may be ok for kids and people who who don’t use their devices for work. If you count on Apple for your important business matters then you better have a duplicate backup device at all times.

First off, my experience with everyone was not equal. My 5 star rating is due to Natalie and the team of people (I’m assuming the «geniuses») who saved me!
My phone had no service and said «searching» for over a day. As a store manager of a retail/​coffee business, I quickly discovered how much I rely on my phone to do my job. Finally, today after work I went to sprint to see if they could help. They reset it, removed the SIM card, basic stuff. No luck. Off to apple I went. I saw online the nearest appt was next week, but I could not work with that.
I walked in and the girl with the iPad who decides who you need to see and tells you how long your wait is decided I may be someone they can help, but she doesn’t seem convinced it’s a phone problem and not a sprint problem. I told her my whole story, and how I really just need something, because my job sort of depends on it and I have no other cellphone. She tells me they may be able to squeeze me in at the end of the day after all the other appts, but that puts me at a 4 hour wait. I take it, because I have no other choice.
Bored and looking for ways to stay awake after working on my feet for 9.5 hrs, I start exploring the apple gadgets I am interested in. A specialist named Natalie sees me eyeing the iwatch and encourages me to try it on. She also encourages the specialist standing right there to demonstrate it for me. Natalie then took over and let me try on different ones all while informing me of the uses/​functions of the iwatch. There was no pressure, she let me just learn about it. During this time I shared with her the story of my phone and what brought me to their store today. She didn’t just hear me. She actually listened. She took my phone herself and started to troubleshoot, testing my SIM card in another phone, resetting the phone, determining it was a hardware problem, and then ultimately replacing my phone. ALL RIGHT THERE ON THE FLOOR. The same place where just minutes earlier another employee left me to wait helplessly for 4 hours.
This is why my stars go to the people involved, not necessarily the store itself. Natalie would go back and ask the geniuses or whomever what her next steps were/​how to help me when needed, and she got the job done! Her initiative was indescribably appreciated. She saved me from a potentially fruitless 13.5 hour day of pain. I could’ve been stuck there all evening and then not been helped since I was just a walk-​in. Natalie made me her priority, and for that service, I will definitely come back.

I would probably never go back to this store if I had a choice. I made an appointment at the Fairfax store to replace my defected battery on my iphone. However, when I arrived I was told that the battery they had for me was accidentally given to another customer so they sent me to the Reston store to get it replaced. Upon my arrival, I was greeted kindly and directed to a seat to wait for a staff member to help me. The gentleman that helped me was kind and helpful… well he was helpful for the first 10 minutes of seeing me. He had informed me that I could shop around the store or walk around Reston center because the wait would be around an hour for the phone battery to be replaced… Literally 3.5 hours later I was still waiting (after being told it would be done in 15 – 20 mins for 3.5 hours). It was closing time and they assured me that I would get my phone in 20 minutes so at this point i stepped outside to get some fresh air and I told them i was walking outside in which i did not leave their sight because I was literally in front of the store and 5 minutes later when I tried coming back in, They told me they were closed and they couldn’t help me and that I could not reenter the store. I was furious at this point. I had been patient and polite the entire night trying to find stuff to do in my time and tried to be understanding but at that moment, I just completely lost it. Finally one of the gentleman saw me and allowed me in to get my phone. No apologies, no compensation. Nothing. This was the absolute worst.

Always a great experience for me. Apple requires appointments for most transactions, but I cannot argue with the results. I was again thoroughly satisfied with my latest experience.
My iPhone would not turn on so I made a walk-​in appointment. I was assigned to Ben Cobb at the Apple Store who went above and beyond to make sure I was taken care of. It turned out that my iPhone had taken water damage while in my pocket during the severe storms this past weekend. It was beyond repair so I was prepared for the worst.
All I can tell you is that I’m a happy customer and I’m back on the «grid» with a working iPhone.
If it were up to me, I’d promote Ben to management as soon as possible.
I’ll be back to the Reston Apple Store for all of my future Apple needs. Thank you thank you!

This place is the WORST and makes me hate being an Apple user… always tons of employees standing around but when you ask the most simple question all of a sudden it’s like you asked for the meaning of life or a heart transplant because no-​one can help… until Thursday of next FRICKING week… seriously idiotic system /​Genius Bar my A$@

So this store really has come into its own. Went in after our brand new iPhone dropped onto the garage floor (in an Otter Box) and the face shattered. Since I purchased from AT&T online, I didn’t have insurance, an didn’t have AppleCare. Nance – the store manager – couldn’t have been more sympathetic. We were in there with our toddler and our newborn, and she displayed the type of customer service oriented attitude characteristic of the best of managers, juggling walking us through an acceptable solution that not only fixed the problem but helped us ensure that we won’t be in a similar dilemma again. I’m not going to say that they fixed it for free (because they didn’t, nor should they have), but they did have us leaving with a smile, and pretty quickly too.

Absolutely the best customer service from Tucker. Fixed issue my daughter was having with her iphone6. Even with it fixed 98%…it wasn’t good enough for him. Took it in the back and didn’t come out until it was 100%.
Thanks T-​man!!!

WOW IM STILL IN SHOCK DRIVING. Went all the way to Reston Apple Store to buy a iPhone 6 case. It took me 25 minutes just to find parking. Looked feverishly for my wallet nowhere to be found. Walked in Apple soooo mad. Talking to myself like an idiot. An Apple employee asked if I’m ok? I replied NO I came all the way down here and forgot my wallet! They all gave me great suggestions do you have apple pay? No. I was fuming lol, than the lady said what did you need? I replied a phone case. She said go pick the one you want, the salesman Jawaad Ali helped me find the leather iPhone 6 case. After choosing it Jawaad and his Manager Ingrid Herrera said «it’s yours «I was like what? Are you kidding? Great great people I offered to get her card to pay it. She said no it’s ok… WOW made my year. Ty Apple Reston

Very bad customer service! Employees are rude ! Long wait and bad service. It’s really hard to make an appointment and the website doesn’t work.

impressive service. Austin was super knowledgable and adept with setting up two new devices.
i was expecting a long wait on this holiday weekend, and only waited about two minutes from walking in the door…

I’m really not the type of person who wants to make an appointment just to go shopping, and the first time I came here I wanted to browse and then ask a couple questions, but there was such a long wait to speak with someone. So I went to Best Buy in Reston instead to talk with folks there. That is where I made up my mind in terms of what to purchase. So then I went back to the Apple store and told them I wanted to make a purchase, and suddenly they were able to help me right away. My wait time was about a minute.

Das Stadtzentrum von Herndon ist definitiv das, was man eine positive Überraschung nennt — nicht nur die Standards wie Starbucks oder Subways gibt es hier, sondern auch eine erfreuliche Anzahl an schönen internationalen Restaurants (Vapiano!) und Geschäften — wie diesen Apple Store.
Hier war die Hölle los — verglichen mit dem, was ich aus Deutschland kenne — nicht aber mit dem, was sonst so los sei, wie uns die Verkäuferin versicherte.
Wie beim Obsthändler üblich wurden wir effizient eine hübsche Summe elektronischer Dollars los — aber der Spaß am Shopping fehlte irgendwie.
Positiv für USA-​Reisende: Nur 10 km von Washington Dulles entfernt beträgt die Sales-​Tax in Virginia lediglich 6% (Stand 2013)!