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November 2023 by Chase Kimball
I waited 40 minutes to buy a macbook on a monday afternoon, told the guy what I wanted, he sold me the computer and when I get home to open its the wrong color.I go back, try to make eye contact with an employee chatting with another employee… she looks at me a couple times then passive aggressively tells me “ill be with you in a minute”. I go to another who tells me the computer I originally wanted isn’t even made in the color I thought I was buying… only in the more expensive higher performance model.Sure its just the color but either I was straight up lied to or the employee was just inept. No “sorry” no “our mistake.” Terrible customer service and rude, tired employees.
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November 2023 by Isaac Alfonsi
I see why this is the worst rated Apple Store. We stopped in and put our names on the list to talk to someone about buying a new computer. After waiting 20 minute no employee came to say anything to us. Never been ignored like that at an Apple Store before. We ended up just leaving, I’ll go buy a computer some where else.
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November 2023 by william woods
Brooke wow. She was terrific. Visited to pick up wife's new 15 Pro Max. Upgrading from a well used iPhone 6. Took a bit of work and some creative workarounds, but Brooke handled it. Was very busy and she did a great job trying to juggle us and other customers she had assigned. Is 5 STARS as high as I can give?
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November 2023 by Alanna
Gabriel at the Genius Bar was the best! He was extremely helpful, patient and knowledgeable about all the products as well as the problems I was having with my AirPods. Luckily he was able to find a solution and it was solved swiftly. My best experience so far at this location. Huge shout out to Gabriel! I would go back for his expertise!
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November 2023 by Christine Ashley
The woman who helped me 10/23 was extremely useless. We took my boyfriends phone in that was just a few days past the warranty, and it was stuck in reboot mode and needed new hardware… the only option provided to us was a $550 Genius Bar repair. I then talked to my friend, who worked apple tech support 7 years, who informed me that apple will absolutely make an exception if you’re within 30 days if your warranty expiration. Went to the Scottsdale fashion square location and they were extremely helpful. They got me on the phone with their support who were able to approve a one time exception for the repair outside of warranty for me and notated the account. Where this store gave us absolutely no options except spending $550, another store was able to help guide us to a reasonable solution.
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November 2023 by Francine Kabore
During our recent visit to the store, my husband and I had an amazing experience. We were looking to upgrade our phones and were assisted by Brooke, who was exceptional in her knowledge, communication, and honesty. She provided us with clear guidance and made the whole process easy and enjoyable. In the end, we purchased two iPhone 15 Plus and an iPad Pro for our daughter's 16th birthday, who does video editing. We highly recommend Brooke to anyone who is planning to visit the store.
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October 2023 by Gary G.
Bought AirPods and Apple care for my son and we are told 3-5 days for a repair ? What's the purpose of Apple care? Not happy and don't recommend them. Anna didn't try to get a supervisor she said the code wouldn't read. Not my fault what we purchased.
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October 2023 by Salt River Ecommerce
Some of the employees are helpful and down to earth. David is one of them. Awesome guy. He’s well informed, conversational, and straight forward. However a lot of them are way too by the book, it’s like I’m talking to a robot. Clearly they drank too much of the Apple koolaid. But anyways, the store itself is super clean and organized. However the actual system they use for in-store shopping seems mismanaged. I went to pickup an iPhone 15. I pre-ordered it in the app and scheduled a time to pick it up. Yet I still had to wait in line for 15 minutes. Why is there a line for appointments? I came to this store again another time after placing a pickup order for an Apple Watch Ultra 2. They were quick to help me this time. The male associate who seemed new (I didn’t catch his name) proceeded to question why I didn’t put AppleCare on my purchase. Apple advertises the Ultra 2 as being extremely durable. Why would I need AppleCare if that’s true? Sure there’s the issue of lost and theft but that’s a whole different SEPARATE charge. It’s an already overpriced watch at $800. I’m not spending $14 a month for insurance. It’s invasive and inappropriate to question customers why they made the purchasing decisions they did. These Apple Store employees don’t make commission. There’s no reason for them to pretend to be sales reps. After that associate checked me in, he told me to wait by the wall which just seems a bit strange. I waited there for a little while and eventually a female associate brought out my order and asked if I wanted an email receipt. She verified my email with me. I never ended up getting that receipt emailed to me. I’m gonna put the blame on Apple’s system for that one because I’m pretty sure the employee did everything right. All in all though, it’s an alright store. I just don’t understand why Apple has to make everything so complicated and corporate feeling. But that’s the way most places are these days so I guess I can’t blame them.
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September 2023 by Fabienne V.
I came in tonight after my iPhone randomly went into recovery mode and wouldn't come out. Even though they were packed with customers and fully booked Amanda the manager took it upon herself to help me to get my iPhone recovered. She took the time to assist me in fixing my phone from top to bottom in between her managerial duties even though she very well could have sent me off to come back the next day. I commend her ability to empathize with and put first the customer. Thank you Amanda!
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September 2023 by SemBe Be
Not crowed for shopping, pick up order or on-site. (A bit more options than online purchases)Technical support is busy and queue is 2hrs+. Notification via text. Understood that problem was unable to fix but need tier 2 which I don’t mind. only not impressed reaction, body language ?? with or without purpose but cause me to felt like zero F-given and didn’t care what I tried to explained what I did before visit. Simply “contact the bank” which is weird because another 13pro max + another 14 pro max can did this without issue. wasted 2hrs+ plus bad first impression.The rest of Staffs are nice and support as standard Apple but still. ., first and last time visit for me.
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August 2023 by Alex P.
While I understand that repairs can sometimes take longer than expected, I was disappointed by the extended wait time of 4 hours for my iPhone repair. It felt quite inconvenient and disrupted my plans for the day.Additionally, I observed that some customers were receiving assistance more promptly than others non white and straight, which led me to feel concerned about the fairness of the service. It's crucial that all customers are treated equally regardless of their background. I hope that the store can work on implementing a more transparent and efficient system for managing wait times.
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August 2023 by A B.
Not impressed any longer! No one greets you or offers to help any more! I was in the store for at least 15 minutes and no one said hello or offered any kind of assistance! What a shame and what arrogance! I will never step into that store again or purchase another Apple product ! The store wasn't even busy however the employees were too busy looking at their devices instead of helping people !
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July 2023 by k k
This apple store employees can be the rudest of any Apple store. Disappointed with the level of communication.Background:I went in for a walkin appointment for MacBook air restore(died after an update).I was told no appointment for next 4 days, come back early morning tomorrow. When i go next day they say no appointment for walkin whole day and all walkin appointments taken in 15 mins of shop opening. Unlikely given there were very less customers. When inquired the genius bar support girl was happy to push away to a different Apple store if you want service today.I can't believe the poor service helping customers or Apple brand.Good luck Apple.
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July 2023 by Liquor Box
I had the displeasure of visiting this store on Monday, July 17th, and my problem is why Apple does not allow its customers to drop off non-functioning items for repair without an appointment? However, the good news is that authorized Apple repairs shops throughout the valley do allow you to do this. It is what was called business, back in the old days. Maybe Apple will recognize this before they have to close more of their Apple stores.
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July 2023 by Matt Moskowitz
Although they couldn’t help my situation after frying my iPhone in the scorching Phoenix sun due to the warranty lapsing, they were EXTREMELY accommodating and the management really tried to find ways to help me. It’s also a beautiful Apple Store location with tons of high end shops and restaurants nearby.