Apple Store

Worse customer service ever, and they don’t cooperate with apple corporate. You have to make an appointment but, you can’t through on the line to make one. When you get through they don’t tell you what you need to bring with you. I stayed for 2 yes TWO hours for them not to help me. I hope I NEVER have to come here again. I hope the girl on the floor where you have to go through her for everything loses her job!

Good service and great products, however, it is often crowded and difficult to obtain costumer service. Many products that last long and work well.

I didn’t know that Apple is in to scam business now.
I had an issue with the battery not charging on my late 2014 MacBook Air. The apple guru who was supposed to help me with my computer didn’t even let me the chance to explain the problem I’m having with my computer. He then said that my battery is failing prematurely at 240 charges in count, that means I only used 23% of my battery use. I should’ve had 1000 counts for a battery to start falling apart. He said that the new battery wil cost me $ 139.
I then placed an order for a brand new battery but meanwhile did more research on the internet and found out that my computer needed SMC reset by pressing Shift+Control+Option+Power. After doing so which took me less than a minute and cost me $ 0.00 my computer works as new and the battery charges like it was before.

Awful service. I’ve never been more disappointed in an apple
say probably don’t come here unless you feel like back and forth nonsense. The employees are unwilling to compromise with me because I drove two hours to come to the closest Apple Store, misinformed me and I really am utterly disgusted with my visit. I have a manufacturing defects that they wouldn’t take care of, and I am under AppleCare +. Enraged thoroughly.

It really was «as good as it gets.» I was stuck at Best Buy (Chemical Road… stay away!) with less than helpful service at buying a new IMac. I called Apple while there to see if they could match the sale price. Not only did they, but they also took care of my payment and held it for immediate pickup the KOP location.
I arrived, they texted me, and had it for me within minutes. Even with the place completely packed. My tech assistant (Jesse D) was so helpful. Educated me on my new computer, set up calls to my house to check on me while I did all of my installations. Even educated us on business assistance (as my husband and I are both self employed). Best part, he genuinely seemed to love his job and the products he talked about. That’s the best sales there is.

If you have the option of going to a different Apple Store, do it. Worst experience I’ve had at an Apple Store– rudest employees.

Worst experience in my life. I knew exactly what i wanted to buy and was asked for assistance in front of where all iphones are. Waiting for 10 minutes and no one bothers when employees are talking to each other doing their thing even if i am unattended. So i am asking this tall skinny white guy who asked me to wait how long i need to wait. This guy goes whenever someone is available so i ask how long might b the wait and he goes again whenever someone is available while i am looking at two years employees talking and have fun. I am trying to spend over $ 1000 out of pocket jn a store and this kid is like if u dont want to wait till i get u someone, get the h out. So i got pissed off and leave the store. Then i came back in because now i really wanna complain. Then i hear this kid goes disregard over the radio as i walk in with the most annoying face he can make. Then i go to manager and tell her about it and ask her how long is the wait. Then she goes i am the next one in line which i couldnt even get from that guy. Then she goes does it look like we have people to assist u right away? Then i answer yes right there u have two employees talking to each other. She goes they dont work for this specific store and i go how the hell do i know? They are wearing same shirt as u r and it seems like u have plenty of employees who can assist. Then she goes i am telling u because u dont know but she knows. How ridiculous. Am i supposed to recognize who is working for her or not? When they are wearing same red apple shirt??? Rudest kid to see when u first walk in and btw who has no freaking clue with what he is doing when it comes to customer service even when store is so slow. The only nice guy was the black guy who helped me to buy what i wanted. He could read me and made a quick purchase for me and apologized for whatever made me uncomfortable here. If you are a wizard and willing to wait how long ever they want you to wait, you will probably fit here. I know i am never coming back here wasting my time and money. Rather go thru traffic and go to walnut street and get a reasonable service.

Came in to get phone looked at and was sent away saying they were too busy and I had to make an appointment. So I came back at my appointment time and am now waiting and waiting. Already 10+minutes past time. I see lots of people that work here just milling around. And lots of people sitting waiting. Ugh!
Edit– never mind. The service was great! They were super helpful and friendly!

My past 3 experiences here have gone down in the book of most painful customer service and technical assistance that I have received in my entire life. After 3 visits, the phone (s) are in much worse shape than we bought it in for originally!
I get it, the store is in a huge mall, it’s always busy, but there is so much they can do to make it more efficient. I try to understand and have patience and understanding, I really do… but this takes the cake.
I have to wonder what the operational handbook looks like, do they even have one? What type of training do these employees receive before being put out on the floor? The soft and self management skills are some of the most horrible I’ve come across.
There’s no clearly marked area to check in. No sign, no roped off area, nothing. If you walk up to one of the many employees on the floor who are just standing there doing nothing and ask for help they will ask you if you checked in… Nope, didn’t check in because there’s no designated spot to do so! Apparently it’s along the left hand side of the store where the express service tables start. A simple over head sign with «Check In» would rectify that situation. But then again, apple probably doesn’t want a functional, sense making sign to ruin the «aesthetics» of the store.
Visit 1: The problem started with iphone 6 — screen needed to be replaced as it was unresponsive. Whoever replaced the screen did so without care and without quality checking placement. Cameras unusable and home button unresponsive. Big waste of time. Back to the store the following week.
Visit 2: This time there’s no check in line, no one by the «spot» — so tracked down an employee just standing at the back of the store and explain what happen, she asked if we checked in — HELLO where’s the line, no one there — so she did the check in on her ipad and lead to a table to wait. Waited and waited, watched as everyone around got service. 1.5 hours later, I had enough as they sat someone down behind us and then 10 min later two employees go up to the customer and ask their name and say they are next. I asked the one employee (who has passed me by 10 times and made eye contact) if they could check where we were in line because it has been 1.5 hours! The employee pulls the tech from the other customer and goes, Oh we were looking for you! We hadn’t moved from the spot for 1.5 hours! The employee who checked us in, never checked us in properly and noted what table we were at. I couldn’t believe it… when the employee was passing he could have asked the reservation name to see who we were very easily. Finally a tech helped us, he was efficient and replaced the phone immediately.
1 week goes by, the headphone speaker is shot. Muffled, echoed, terrible.
Back to the store we go.
Visit 3: Calling customer service line first to see if we could get an appointment and whoever the rep was at the apple, put on hold and said they called the store on our behalf (or so we thought) they came back on the line and said we could go to the store between 2−4pm and we’d be seen within 25 minutes. Ok great, hop in the car and off we went. When we got there, we tried to check in but there was no record of us and stating they could only help us by giving us an appointment for another day, I recounted what transpired earlier, our 2 prior visits, our call to apple, their call to the store, our reference # etc — they call a lead over. Lead was an arrogant salt and pepper haired man — no attempt to diffuse the situation through soft techniques (do they train on anything here??), not even a half arsed sorry. Finally he has the check in employee set us a special appointment… we sit right next to the check in employee — so they don’t «lose» us for 1.5 hours again. After about a half hour, as we are now looking miserable another employee comes up and asks what we are waiting for, we tell them we got checked in but no one has told us next steps/​assigned a table spot to us and that the lead floor employee just left us hanging here… this employee puts his HAND UP in my face and tells me to HOLD ON. I was SHOCKED. Honestly by reflect/​instinct I almost swatted his hand. I’m still shocked by this. He goes through his spiel that we’d get a txt, this that blah blah and just walks away. We almost left after this… but we’ve come so far…
Finally get the txt, get back in the long check in line — our faces must have given off serious signs to this one employee who came over to us and asked how they could help. She takes us to the Express Service table — and inquires what is wrong. We recount from Visit 1 to present with her and she apologizes sincerely (finally!) and quickly diagnoses the phone. Speakers ear piece bad — we get another «new» phone.
«New» phone turns out to be a phone with an old OS that cannot be updated.
Looks like we will now need to have a Visit 4! ARGH!

I can honestly say I’d rather be going to the DMV than the Apple Store. The employees must be hired on how bad their soft skills are, it has been an absolute nightmare dealing with them and will ultimately lead me to switching companies. I have an iPhone 6 my screen physically moved, they replaced my display and that’s where the horror starts. The phone was never the same after this, the screen would be unresponsive at times and just freeze up. My front facing camera was not unusable because of the placement. I made an appointment to get a replacement. I was checked in and sat down, only to watch countless people around me get service before me. After an hour and a half I asked what happened I was told oh they never put in here where they say you. I must say the gentlemen who helped me was great but he was about it. I finally got a replacement and I thought it was all over… NOPE!!! Replacement phone ear speaker didn’t work, went and had it replaced today. Was given a replacement phone with an old iOS that I cannot update, the nightmare continues.

Suck ass. Sorry but run a store that helps customers not a playpen for kids who need an electronic play date.

Apple Stores in general are normally super busy but when the Apple Store is in an already super busy and ginormous mall, it’s a perfect recipe for disaster. I’ve been here a few times because it seems to give me the soonest appointment for repairs, etc. which is a totally misconception of their actual traffic. Yes, they’ll have more appointment times that may be more urgent for you but even with an appointment, you’ll have to stand in line to get to the person to let them know that you’re there for the appointment and then wait at another table while you wait for someone to come talk to you. So yes, you’ll get to see someone but my average wait time has been 45 mins to an hr even with an appointment time.
The staff is great and helpful but they’re obvious overbooked and being pulled apart (literally by several competing customers at once).
I doubt they’ll be able to fix this issue unless they open up another store in the same mall to handle the amount of foot traffic they get.
Also, this mall is just always busy. Doesn’t matter what time of day or day of the week you go, parking is just a hassle.
I’d recommend heading somewhere else if it’s not a life/​death situation (which in most cases, aren’t).

There is an issue with my iPad, as it freezes and crashes when opening email.
After waiting for a technician who was very helpful, and explain the processes I agreed to allow have email app removed and reinstalled.
The technician was very clear that with an older iPad 2 there might be an issue. Sure enough there was and the device is frozen and broken.
She put a tremendous amount of effort into making repair but to no avail.
. The problem began when she sent me to the sales department. Many employees standing around talking to each other. she could not find a single person that would offer to help. they flat out told her to her face and to meet with a broken iPad that they were too busy to help I saw nobody doing anything.
Isn’t that your job? To sell new equipment I’m standing there ready to buy
If my company did not have all Apple devices I would’ve switched over everything I owned

Very poor service. Trying to spend over$ 1500 on new computer and no one to help me. Been waiting 20 minutes at table. What a great store. Not. Great products or else I’d go elsewhere. The wait was worth it. The above is true but they were able to migrate my old hard drive from my old Mac that wasn’t able to turn on. Switched on my new computer and bam! Everything that was on my old computer is exactly the same. I was so worried that I would lose everything but the apple technical staff worked miracles especially Corey. I changed from 2 stars to 4 stars because they have great support and technicians.

I honestly have mixed feelings about this store. The tech I worked with in the store for my failing laptop was great, but when I called after seeing my laptop had been returned to the store was beyond terrible. I would call it the worst customer service experience I’ve ever had in fact. The employee I spoke to at this location first lied and told me my computer was out for repair still even though the email from apple said it was already returned to the local store. After explaining that I was given the tracking information and could see it was signed for and delivered her story change a little bit, but she was getting upset and very angry on the call. Finally I believe her supervisor realized she was getting too curt on the phone and pull the receiver from her. He than immediately tried to explain that it was in testing and wouldn’t be ready any time soon as they had tons of computers shipped in as well. But little did he know I have a friend who used to work at that store and is still working for the company who had already told me they just need to run basic diagnostics…
So long story short, if you can avoid this specific apple store please do, they are possibly one of the worst staffed stores I’ve ever experienced. In person they’re fine, but behind the scenes they are some of the angriest worst employees I could see apple having. If my staff behaved in a similar fashion I’d be signing a lot of pink slips. 2 stars only because in person they weren’t too bad.
Edit: in store this location really shines, repair had my system in better shape than at purchase and the store tech that helped me out was second to none. If all there techs were as helpful as he was on the phone I wouldn’t have even had a bad review to begin with.

The worse Apple Store on the planet! Went into get my screen fixed and the so called manager didn’t even know the process and gave me incorrect info. An Apple rep told me the complete opposite of what the manager said. Walked out with a cracked screen and no resolution or next steps.

All three people I dealt with in the KOP store today were relatively rude and unhelpful.
The guy at the front told me it’d be a 35 minute wait just to exchange my unopened iPad mini I had received as a gift, as I was trying to upgrade to a better model. He said if I left, I’d lose my spot in line… and I’m not quite sure there even was a line.
I came back later, bypassed the guy at the front, and went right to the manager. He, along with another associate, were unable to process my return/​upgrade because it had to be done online (since it had been purchased online through a corporate account) and they couldn’t help me.
Great job Apple. Crappy customer service and I was trying to give you $ 400 today.

Spent 1500 dollars last week to purchase 2 out of contract phones returned a week later with problems 2 hours later still waiting on appointment place is way over crowded. You pay a premium price for the product and you get crap for service. Every time I been in the store it has been a mob scene. Apple needs to spend money and take corrective action. Stay away from this place consider Samsung it is equal if not better product and much better service. On a good note all employees to be very nice and courteous however that doesn’t help when you have been waiting for hours.
Additional note now that I’m still sitting here we were given bad information multiple times on the cost of the repair.

Let me preface this by saying that I only purchase Apple computers. However, I can purchase their products from other vendors, so they get one star.
A few months ago, I made a «Genius Bar» appointment. My 2010 MacBook’s screen wouldn’t fully load, or became pixelated when I started it up. Either way, my MacBook was useless.
Upon arriving on time, I had a bit of a wait for my appointment. Fine. Totally understandable. It was pretty busy. Finally, a «Genius» came to me and asked what the issue was with my computer. I showed him, and he had a doom and gloom look on his face. Needless to say, I was pretty paranoid that my computer was in deep trouble. He tried something on my computer while he was with me on the floor, but to no avail. He then said that he would need to take it to the back to look at it. After over a half hour, he reemerged. He said that it looked like my motherboard was shot. He said that my best option with Apple was to have my computer sent to one of their outside labs to get it fixed. This was going to cost me $ 300, and the kicker is that this lab pretty much always wipes your hard drive clean as soon as they start working on it.
What kind of crap is that? How is that an acceptable default response?
I told him that I would probably look for a second opinion, and he seemed to understand. While this kid didn’t seem to have much deep computer service knowledge, I did appreciate that he at least agreed with me that Apple’s solution for my computer woes was a rip-​off and unacceptable.
This was further proven after I took my computer to a tech spot in Doylestown. They fixed the problem AND doubled my RAM in 15 minutes.
Apple, you did a great job making sure that I’ll never come to you again for service. You guys are a joke.

I’ve visited a lot of Apple Stores, and I’ve even visited several in the area recently.
I managed to walk all the way back to the headphones without a word from anyone. They weren’t all occupied with customers, but no one said anything to me.
I was surprised to see that they have Bang & Olufsen headphones/​headsets at this store when none of the other stores seem to have them. Unfortunately, they’re ear buds/​canal buds, so I couldn’t try them. I’m concerned with the B&O tradition of making the mediocre incredibly high-​priced. Speaking of which, I noticed that they had a huge number of Beats products on display now.
As I was looking, the employee helping some people next to me offered his help. I guess I wasn’t completely invisible.
The store isn’t bad at all. As with other Apple Stores, every piece of hardware available is shown, though some like Apple TV are in boxes. I didn’t see a conference area, but I suppose they eliminated that for the one-​on-​one training services with the many tables toward the Genius Bar.