Apple Store

I can’t complain about how often I have to go in for repairs — because I do choose to use Apple products, but with my experience, the service at this location stinks. Even with an appointment, it’s usually half an hour wait PAST your appointment time. Just be sure to clear out your entire day if you’re planning on using the «Genius Bar» — they are not efficient nor do they care about your needs.

I had purchased a gift card in November for my daughter’s bday to purchase an iPhone. As it turned out, she needed to make the purchase through the carrier and I had to return the gift card. When I made the return, it took sometime at the store (Legacy Place, Dedham MA) to process. The refund never hit my credit card and I had called several times and was actually lied to, told me they could see the refund processing. The entire ordeal took over 3 weeks. Very frustrating. The only positive comment I can give you is that Hannah at the Legacy Place store, was quite helpful and kind. However, your process needs a definite change, since it was clear that the card had been voided out, and that there was no offset showing a credit to the customer (me). Since this was clearly an Apple error, I found it quite baffling and frustrating that there was such delay in getting the refund that was clearly due to me. Other than Hannah’s kind and helpful attitude, no one said «this is our fault» or even addressed the fact that I was lied to on the 2^nd call I made, again, being told that they could see the refund processing. Very poor cust

Fabulous experience. Bought the Apple 6s plus. Steve Gallagher walked us through the process of swapping my husband and my phones, exploring different service plans and helping us find the phones and plan that worked best for us. Couldn’t be more grateful to Steve.

I went here to ask a question before making a purchase the next day. I was completely ignored for twenty minutes so I decided to leave. I told the greeter that no one acknowledged me whatsoever and he just responded with «It’s busy.» I work in customer service and a simple nod or «I’ll be right with you.» would have sufficed but I got nothing. I asked him if I could pose my question to him but he just got annoyed and said he needed to greet people. I’d avoid this location if I were you. Great product, terrible service.
Oh, and the next day when my mother returned to make a purchase for me on my behalf, he proceeded to tell her that I was «rude and disrespectful.» Nice job, Apple.

Overall, I had a good experience with the Genius Bar and staff were very knowledgable. However, even though I had an appointment with a specific time, it took them forever to get to me. They were running at least 20 minutes late. A little frustrating, but they were attentive once they got to me and worked as quickly as possible on my laptop.

Sad to say but customer service has plummeted. Have to make an appointment to get anything done, can’t walk in for any kind of help.

I haven’t had a technological problem (yet) (fingers crossed) but when going in to purchase a new charger, the staff were super friendly, knowledgeable, and attentive. Great customer service!

Considering I just wrote my first Unilocal review for the NATICK Apple Store because I had such bad experiences there, I felt it was necessary to voice how incredible and completely opposite my experience was at the Legacy Place location! I have been having issues with my computer and my phone for months and where Natick «fixed» it over and over, this location made sure to clear everything with me in a way I would understand and also warning me about all possible outcomes and lengths of time possible to fix it. Rachel and Kyle are the most incredible geniuses of all of Apple! They were patient, fun and genius! They both took time to consider all options and which would provide best benefit for my situation. I have resorted to finding a new Apple Store even though Natick is so close to me, and although the Burlington and New Hampshire locations I went to were at least nicer than Natick, there is no doubt in my mind that the management and the rest of the staff at the Legacy Place Apple Store are the most helpful and kind employees I have ever worked with. I have never felt this satisfied and happy after leaving an Apple Store before. Bravo! 10 out of 5 stars really… but I can’t do that so 5 it is!

WORST service ever! I’ve been there 4 times in 2 weeks. First time they swapped my iPhone 5 charger as it was sporadically working– however they swapped it with a defective wire that won’t work at all. I go back and talk to manager Joe who asked me to take pictures of my phone charging or «not» charging on that wire and he’ll gladly replace it because the error message screen shot of the device not being supported wasn’t enough. So then I do that and go back and he wasn’t there so I go again and he’s not there and I spoke with «Mark Leonard» who not only called me a liar, refused to give me Joes next shift so I could go talk to him but he also told me I would have to pay for a new wire ($ 20 bucks not a big deal but it’s the point THEY gave me a defective wire) because «we don’t give out defective products»! Well jerk clearly you do because I don’t have a supply of wires at my house! Really rethinking spending $ 400 for new iPhone 6 due to the recent horrible customer service and being called a liar. IF I buy another Apple product it will not be from this location. And I will never deal with «Mark» again, arrogant, rude and ZERO customer service skills!

Terrible experience at this Apple Store today. Walked in to use my Apple Care plan on an iPhone 5 that was clearly busted. Had my $$ in hand to pay for a replacement phone, should have been easy. Nope. The bearded guy managing the Genius Bar wouldn’t even let me tell him what was wrong with the phone. Said it must be a battery problem that needs diagnostic testing done which can take a while and the next appointment won’t be for another hour and a half. Huh?! When I said I just wanted to replace it through Apple Care and am not disputing paying for a new iPhone, he said Apple Care doesn’t give preferential treatment in any way you still have to wait. Wow. This place has gone to hell so fast in the past year. Customer service used to be awesome, now it’s below the level of Wal Mart. So disappointed. When I brought by iPad in last year with a broken home button, I walked out with a new iPad in 10 minutes. I miss those days.

My spouse is a remarkably wonderful human, but sometime in the last four months, he stopped promptly responding to texts and phone calls. At first I was incredibly annoyed, but it quickly came to light that his iPhone 4S would only hold a charge for about 45 minutes.
This fact, coupled with our spacious apartment and the fact that he’s currently a student with a rather chill schedule and a taste for old school PC games means that most of the time, his 4S would be plugged in a room or two away.
Knowing he had a few months left on his contract, I shrugged it off. How can I be mad that the guy who takes our elderly dachshund out to pee six times a day, up and down three flights of stairs?*
*He does a lot more than that, but this is supposed to be a review of the Apple Store, and not him, so I’ll move on.
Eventually, it got to the point where it was even annoying him that he didn’t have a working phone.
Unfortunately for us, it got to that point two Saturdays before Christmas. Urrrrgh.
We dreaded the upgrade. We started clicking around online, and realized that this location was the closest to our little town, so we woke up early, as in the time I wake up to go to work, on a Saturday :-(and we drove to the Apple Store.
There we received prompt and helpful service as we upgraded from 4S to 5S for basically nothing out of pocket, thanks to Apple’s generous trade in policy. We were done in about forty minutes! Stoked.
By the time we left, there were a fair amount of customers in the store, but the Apple peeps had it under control. All that dread was a little misplaced, although I’m sure it’s a freakin zoo in there when the new models come out!

Overall, I have a love hate relationship with Apple because their products are not built to last, but it’s not really fair to review the store based on the crappy product. The employees are helpful for the most part. Woody has helped me numerous times and he really knows his stuff. There are others that are not very knowledgeable though.
I’ve come in twice 30 – 45 min earlier than my appointment and was helped within 5 minutes which was very nice.
The store is usually packed, but always clean and they keep people moving in and out

Mo is awesome! He was so super helpful and friendly. I’ve been there a few times and often feel rushed through the process, but Mo took great care of me. Two thumbs up for Mo!

I made an appointment for the Genius Bar because my MacBook wouldn’t download Yosemite. When I met with Brendan, I told him that I kept getting the S.M.A.R.T. error. He told me that it was my failing HardDrive. I also told him that for the longest time that I’ve had my Mac, the disc drive has always had an issue burning CD’s. He ran a diagnostic and told me he could replace both the HardDrive and the disc drive. SWEET! I had already backed up my computer up so that streamlined the process even more. While he ran the diagnostic, I asked him a few other questions, not all related to my Mac, including Apple ID and iPad questions. He was great and answered them all.
Then he told me that usually I would have to leave my computer for a few days so they could replace the parts for me, but he said he’d check if he could do it for me right then. After he checked his schedule, he told me that he could have it done for me in an hour and a half. DOUBLE AWESOME! AND that’d he’d download Yosemite for me and put a hardDrive cable (whatever that is) to be sure I wouldn’t have issues with it later. So I left and within an hour I was being summoned back to the store to pick up my computer. When I came back to pick up my computer I was helped by Josh, who was very friendly and super helpful. He had me turn the computer on and make sure everything looked right.
That was an optimum visit. Of course I’m sure that the store being on the more quiet side at 2:30pm in the afternoon on a Wednesday helped, but I received great service and will definitely go again in the future.

Went to this location last night for a factory reset on an older generation MacBook. Unfortunately the Genius Bar staff did not have a Snow Leopard install disc in store to help me.
But the service did not end there. A kind gentlemen named Cooper proceeded to find another solution for my situation, where he was able to do a network reset and partition my hard drive. I deeply appreciated the commitment of the staff to find another solution when the first one failed.
⁵⁄₅ stars great service.

Now I have brought two macs in for repair. The first, my MacBook had a bad hard drive the Genius Bar told me it had multiple problems and to not bother to fix it.
That experience went so well that when my main work computer froze and wouldn’t restart I didn’t hesitate to bring if to this Apple store. It took two weeks, and I had ti make several phone calls and threaten to take my computer to the Braintree Apple store.
The problem is a bad graphics card. When we initially brought it they told me they would have it done in three days! Yay since they initially told me over the phone it would take a week. When they called to let me know it was all repaired we went to the store to pick it up, and they tried to start it, same problem! The had replaced an inexpensive part, way less than the graphic board which would have cost $ 300. So now what, we let them replace the part that we knew it needed all along, but first, they would need to order it, another 3 days, and than possibly another couple of days to make the repair. Not pleased, but feeling like maybe they really did just want to help me save my money and replace the cheapest part, plus, they told me that they were able to start it back up.
Well, when my computer was due to be ready, I had to call them, they told me they were so sorry but the part they ordered was defective, it would take another three days to reorder and and another several days for them to get around to repairing it.
What?! Are you kidding me, I believe I may have used a few obscenities at this point. I use my computer for work, its my only work computer, and they’re casually telling me I will now be without it for a total of three weeks! (side note: they don’t care, apparently every Apple customer can not live without their computer) After I calmed down, I called the Braintree store to see if the part was in stock, it was, so I called back the Dedham store. They told they would have an employee pick it up on their lunch break, and they would call me as soon as it was repaired, most likely still a few days. They called me later that afternoon!
Needless to say, the employee who initially repaired my computer, was all apologies when I picked up the computer. I in essence told him it was not really his fault, after realizing it was not the problem they should have done everything possible to expedite getting to correct part and repair i so I would not be without my computer an unreasonable amount of time.
If I ever do go back to them for a repair, you can bet I will be on them every step of the way, and yank my computer back form them if I sense they will give me the run-​around ever again.

Worst Service Ever, If you have a Problem with your Phone and u need to Talk with a Technician you need to wait between one hour to Two and then they tell you nothing Wrong, Don’t worry.
I’ve Been here like 3 times and everytime I wait minimum 2 hours and they don’t know what’s going On with my Phone.
I’m starting to Hate anything to do with Apple because the Service and People they Work There

I was working with a Genius, and she seemed to be in charge of breaks and was half paying attention to me during our interaction. In the middle of a restore of my phone, she spoke to the Genius next to me and just walked away from me. No goodbye, no telling me what was going on. That was it. It was possibly the worst customer service fail I’ve ever experienced. And the person she left me with never finished my restore. I had to finish up and walk away from the bar with no goodbye.
Even before that, when I was told to approach her for service by the conceriege, she was joking with another Genius and didn’t acknowledge me as I stood blankly in front of the bar staring at her.
#applecustomerservicefail

I don’t get all of the negative reviews for this store — well, I do, but I won’t get into it.
I’ve been an avid Apple user for the last 4 years, having switched from PC a few years back, and have never had such good experiences from a single store.
I moved to the area a year ago and have since been into this store to buy: an iMac, a MacBook Pro, two iPhones, two iPads, an Apple TV, countless accessories and have gone with a number of friends to help them buy Apple products, as well.
I’ve been into this store to visit the Genius bar with my Mac Pro that stopped working (which they fixed for free, even outside of Apple Care), with my Cinema Display (which they fixed for free outside of Apple Care), and a few other issues.
The staff here is extremely friendly, always willing to help, and very knowledgable (ask for Steve or Connor if you want to buy something!).
Apple, as a whole, is an amazing company that takes care of its customers. This store in particular is excellent. However, if you go in, guns blazing, screaming your head off — who’s going to want to help you? In my experience, if you go in, are nice, stay calm, and be friendly to the employee you’re working with, they’ll bend over backwards to help you out.

How should I start this review?
Maybe with:
This is the most amazing, new, helpful, exciting Apple Store I’ve been too.
It really is.
Always amazing experiences here.
First visit ever was with family getting an iPod Touch, a few years back (when the 4^th generation was new & hot). The guy that was assisting our party was very knowledgable with many questions and very kind.
The next visits: After the past visit, I have only came to this location for use of the Genius Bar… which I think is a great tool. If you’re having problems with your Apple product, go online and sign up for an appointment to the Genius Bar. You go within the next day (s), and the employee helps you with the problem. And even though I have extreme parking problems here (to walk from the Whole Foods lot (which is never full), just to Apple is ridiculous), I still come sometimes instead of the Chestnut Hill Apple Store, which I like a bit better for the pure factors of traffic /​parking and amount of customers to employees (they always seem to have less shoppers in the store). This store is also VERY convenient to me (8 minutes from my house), while Chestnut Hill is about 15.
Anyway, about my visits to the Genius Bar. All of the employees who have helped me here have been wonderful. ALWAYS. Always friendly, kind, efficient, and attentive.
Specifically, I ordered a Macbook on eBay last year from someone up north (Malden, I think), and sent me a fake charger. When I got it, I didn’t know it was fake, so I brought it with the computer to the Apple Store, they gave me a brand new charger for FREE! It was so great… because they normally run about $ 79! Plus, the woman who was helped me then was so friendly and helpful.
Another time (in 2014) they were able to fix my iPhone, since it was saying in «Usage» (in Settings), that my Photos were using 5.2 GB, when there was only 60 photos on the phone, which was inexcusable and incorrect. They were able to restart the phone and make it work correctly, which I also appreciated SO much. It was annoying that it happened again this year, and I was able to get it fixed again in Chestnut Hill Apple.
Overall, great Apple store. I would highly suggest this store to anyone, as well as the one in Chestnut Hill (whichever is more convenient).
Located in Legacy Place, on Providence Highway in Dedham. Exit 15A off Route 128 to 1A in Dedham.