Apple Store

Aweful made an appointment in advance showed up 30 mins early with my home computer they did not want me to leave the computer while I parked my car. After finally checking in I waited an hour an a half before I was able to see a technician. And this was an appointment made in advance. Seeing a cardiologist would have been faster. Next time going to a different Apple location

Apple make gorgeous stores, not to mention the beautiful and top quality products. But here they forgot about an important thing: Customers service. Yes, that thing which is not over an app on the IPhone, or from a MacBook, but the real deal: Face to face customer service.
I spent almost 3 hours here, sent from one person to another, each one made me feel that they are not really into helping me. My conclusion: No reason to come to the store, it is better to try and do everything online.
Creating the best products, forgot the customer’s service.

One of the most terrible experience of customer service ever. I literally was in the store a full 15 mins before anyone said anything to me. In fact, no one customer service rep approached me for anything. As soon as I walked in the store, I went straight to the iPod section and looked at products a full 10 mins before I asked a rep if I can be helped. He told me to go to the front and tell the customer service person with a tablet that you need help and someone will assist you. WHAT??? Didn’t I just asked you for help? UNBELIEVABLE!!! I’m a iPhone customer for the last 8 years and this really has me thinking twice about the Apple company.

Let me start this review (as a former Apple fanboy) by saying as clearly and concisely as I can:
I HAVE NEVER HAD A WORSE EXPERIENCE AS A CONSUMER THAN I DID AT THE RIDGE HILL APPLE STORE.
As a result of my experiences below, with OTELLIO and the manager GRACE, I have been COMPLETELY TURNED OFF of Apple and their products FOR LIFE, and my family and I have decided to switch all of our phones and tablets (11 total) to Android and Microsoft.
In fact, we have also decided to SELL ALL OF OUR SHARES IN APPLE, because after the experience I had, I no longer believe that Apple provides the same quality consumer experience that it used to, and I expect THEIR STOCK TO PLUMMET in the next few years as more people are subjected to treatment like I experienced.
Finally, before I describe my experience, I’d also like to apologize for the liberal usage of capitalization above, but no one should miss this.
Now, without further ado, I present:
2 DAYS IN HELL
the story of the Ridge Hill Apple store
This story begins with a confession. Something I just need to put out there: I am guilty.
I am guilty of a crime far worse than murder. I am guilty, ladies and gentleman, of committing a treasonous and unthinkable act. I am guilty… of replacing a broken screen on my iphone at a 3^rd party location. I am guilty of saving over $ 60 dollars (at a time where that made a big difference to me), just to have the broken screen of a defective product replaced (and never mind that it was replaced with an apple brand screen).
I disclosed my unforgivable transgressions to my Genius Bar «genius», OTELLIO. He was quick to inform me that if the screen proved to be a 3^rd party component, they would not be able to do anything to help me. The mere fact that I had considered seeking help for cheaper was enough to preclude me from having that same screen replaced with an apple one, for the full apple price. I have no doubt that my frustration was palpable.
I informed OTELLIO, that my phone had already been through hell, and I was only looking to replace the screen in order to back it up. In fact, I told him I was planning at that point to pay for both the screen replacement, and the price of a new phone (both of which I would pay for at the same time).
At this time, he took my phone to the back and returned to enthusiastically tell me the «good news» — my current screen replacement was an apple component. He very clearly and specifically told me that since the screen was Apple, they would ignore any other 3^rd party components in the phone and would replace the screen after all (for full price).
I happily agreed to leave my phone overnight to have it repaired, even with the acknowledged possibility of it not being able to turn on again. I left my phone at the apple store on the evening of February 14^th 2016. On the morning of February 15^th, I received a non-​descript email from Apple, informing me that my product was completed and ready for pick-​up.
By now, it was snowing very hard, and the roads were quite dangerous. I left as soon as possible to the store, but upon arriving, I was made to wait another 35 minutes. Finally, after some time, an employee came out to me with my phone. As he casually undid the packaging around my phone, he slowly started to let me know that there was a small problem. He removed my phone from the package, in the exact same condition I had left it, and informed me that they had seen 3^rd party components in my phone, and thus WERE UNABLE TO DO ANYTHING TO REPLACE MY SCREEN.
After holding my phone for nearly 12 hours, they had not done a thing to fix it. I was absolutely stunned. I informed the employee then, that we had confirmed the day before that the screen was actually an Apple component. «ah, he said, I see you’re right, but they found another component that wasn’t».
I explained to him very calmly that I had this exact same discussion the night before with OTELLIO, who had promised me that they would replace the screen for me. He informed me that despite what I was told, the notes instead stated that no work was to be done on the phone. Thus, I had lost 12 hours during which I could have gone to another 3^rd party repair shop, or could have purchased a new phone. As I’m sure you could imagine, I began to feel extremely taken advantage of.
When the employee saw this, he jumped in to offer me a «special deal, outside what they are normally allowed to do, a complete exception», that he had «partnered up with a manager» to be able to give to me. Despite again explaining that I was ready and willing to pay for both a new phone AND the screen replacement (just to salvage my photos), he told me that the best he could offer me was a replacement for 260 dollar.
I asked for his manager, and GRACE stepped in. SHE WAS WORSE! Again, despite my willingness to pay upwards of 800 dollars, they informed me that a replacement for 260 was all they could do. It was INFURIATING. I will NEVER USE APPLE PRODUCTS AGAIN!

I’m just happy to have a Apple Store pretty close to home. I would suggest making any appointments from home and then showing up on time for said appt, because if you’re late then you lose your spot and have to reschedule and the wait is usually 2 – 3 hours. Overall, I love this place for all my «Mac Pro» needs. Parking is fairly reasonable. $ 3 for all day parking. Can’t beat that. I usually walk down to H&M to see what they have if I’m too early for my appointment. TJ Maxx is a favorite here as well. This mall is really nice and the staff at all store have always been very friendly and professional.

Worst customer service experience I have ever had! I came in at 1pm to make a Genius Bar appointment. Was told that I would be texted when to come back. At 4pm I received a text to start walking back. I was in line at a store on the opposite end of the mall and started walking back to Apple Store immediately which took approximate 30 mins. I got to the Apple Store, and the not so genius guy at the appointment line told me he gave away my appointment. By now, I was waiting since 1pm and couldn’t believe my appointment was given away without a single phone call, text, or email notification. I ask to speak with the manager and the appointment guy walked over to the manager to whisper in her ear (obviously trying to cover up his own mistake). The manager, Ashley on 1÷24÷16, walked over and rudely said we would need to wait another hour or more even though we had been waiting with an 8 month old Baby! We asked for her Last name or company ID and said she couldn’t give it to us… Then she called security to escort us out when I told her I would be filing a complaint. Unbelievable, even with an 8 month old baby and stroller! As long time business customer of Apple Products, I couldn’t believe the service had dropped to the level it has. I purchase dozens of their products every year and I used to always believe in this company. Unfortunately, the staff that now works for Apple has dropped to the quality of Best Buy.

This location is above other Apple stores, the do a great job of handling their customers quickly in a lay back approach.
— A+ customer service
— A+ knowledge
— A+ experience
This is the store to visit when I’m need of an Apple product or service.

Jose is the Worse customer assisted at the Apple Store ever in my 10 years of been an apple consumer. Didn’t even allow me to explain and put me in the position to ask for a manager on which I ask Him I want to speak to his manager and didn’t call the manager. Ridge Hill Apple Store Big 0 don’t waist your time going there

Hands down, worst Apple Store. I walked in with a damage lightning cable. Any other store, they just check your warranty and replace it without a problem. This store, they immediately denied me because the cable had «physical damage» (duh). I called Apple Care and I was told that that is not a reason to deny me a new cable and was asked to put the staff member on the phone. After he spoke to the lady from Apple Care, he gave me a new cable. Completely unnecessary run around.

Apple is the Disney of high tech gadgets — meaning they absolutely love money. Also meaning they charge higher prices than they should and try to appear above what they really are, but will gladly take your money by all means necessary.
Unfortunately Apple likes to have the image of being upscale — so it places itself in «high end» malls — like Ridge Hill (Yuck), The Westchester (no thanks), and the Nanuet Mall (should have stayed in the Palisades). For me living outside Manhattan, if I ever need to go to an Apple store, I’m forced to come to one of these garbage malls. I get it, their «image» is supposed to be «high end» and therefore they only have their locations in places that appear «high end» — but they’re just a store. No thanks. I never had the need to visit an Apple store and unless it was an emergency, I never will. I like my iPod and my iPhone, but I don’t need an iPad, iPad mini, or that ridiculous watch. I’m certainly not one of those types that will camp out for days just to get the latest «toy» when it will be price reduced not too long after.
Of course I needed to come here for a screen replacement since my son cracked his iTouch. I’ve walked by Apple stores before, but never felt the urge to go inside. I’ve seen the entranced people memorized by the gadgets inside. I would only feel comfortable touching something inside with gloves and a bottle of sanitizer. Apple is very pricey anywhere and all their stores are no exception. Any Apple product I’ve bought has never been from the Apple Store. And since this particular location is in Ridge Hill, I have utterly no plans to come here again unless in an emergency.
Once inside, it doesn’t really strike me as ‘high tech” or hip. It looked more like a DSW with gadgets instead of shoes — and that’s not a compliment. There are the tables with gadgets and along the walls, plenty of merchandise. On the far back end is the «genius bar». There are plenty of employees around and of course the droves of customers and all that they bring into the store.
So I came in and inquired about the broken screen on the iTouch. The first employee at the door quoted me $ 130 for a repair and directed me to another employee with a green iPad to make an appointment. This next employee quoted me $ 150 and said I can make an appointment or just wait «a few hours». Wow, what a set of options. And gee, online it said $ 99. I wonder who’s right. Instead of waiting there I made an appointment for 2 days later and left. Upon returning, I sat and waited for my turn. I will say that all 3 three employees I dealt with just today were very good, friendly, knowledgeable, and helpful. I don’t remember their names, but they replaced my son’s iTouch for the $ 99 (plus tax) I saw on the website. Very quick and very easy. I’m not sure of what other customers experienced on the employee side, but these three were very good. And it’s because of them it got the 3^rd star.
Again, I do like some of Apple’s devices — really the iPod, The iPhone is just for convenience with iTunes. Anything else is eh to me. And I am pretty technically savvy myself. If I have an Apple need, it’s at another non-​Apple store or online.
If you’re one of those Apple store fiends, then this and all Apple stores are for you. I can and will do without. But the customer service I experienced here was pretty good and I would recommend them anytime.

Great customer service, the staff is very helpful, I always come here if I have any problem with my apple products

Terrible customer service. Gave my Mac book pro for repairs and for 3 days i get no update. When i called to find out the status on my machine i am told that there are more repairs that are needed and will cost much more. I asked them to finish the work and call me for pick up as this is my work computer. No one calls. I call back the next day and i am told the computer is ready for pick and they apologized for not calling.

I love this location short lines, great customer service. I wish we had classes and I compare all the stores to the SOHO store which has a learning area in the back they should all have one but they still help and have «classes».

Genius bar attendant told me that i would get a call within 48 hours about the repair status and they never did which is one strike.
Went on the website and it said «repair in progress» yesterday but they skipped today’s progress. I remember telling the person to call me before repairing it as i would like to know the cost. Is it $ 100 or $ 1000?
But they did fix my computer perfectly. Since it was just a software issue it was also free which was real nice. Is it just an Apple policy or a store one? I don’t know.
Earlier this year one salesperson was short and curt with me and told me i could not recycle my old phone while another did a few seconds later. I think I might of annoyed this salesperson because she was in the middle of a conversation with another employee. Sorry for interupting your social life…
So if anything the quality you get from employees varies greatly here. Some are friendly and professional while others are definitely not helpful and borderline rude.

The best Apple store I’ve been too. i had an issue with my Macbook Pro and I found the staff here to be EXTREMELY helpful. As I made my way through the store (it’s a large store), almost every employee greeted me and asked how they can be of service. They were also very efficient. Before i knew it my Macbook Pro had a new battery and I was good to go.
Big shout out to Ian, who was super helpful and super fun to talk to. He really knew the in’s and outs of everything Apple related (even down to what the terms and agreements said).
Overall, it’s just a great apple store.

I’ve come here often for all my Apple needs. Always been a Fan of their products.
Very close to home in the beautiful Westchester Ridge Hill.
They have one of the best service compared to other Apple Store.
The staff are excellent! Great! You always find solutions to your queries. They got the answers!
It’s a big store expect it to be busy but just find the right time for yourself .
It’s a friendly place.
I enjoy going there.

The assistance is very poor at this location. I was told there was a 20 minute wait, and waited over an hour for no service.
There are a lot of kids employed here. Many of them are walking around idle and do not know what services the store offers.
I wouldn’t visit this store again.

Terrible shopping experience. Three attempts at explaining that I don’t need a lot of assistance, just a device to take to the counter fell on deaf ears. Waited 45 minutes just to be told that the store was busy and that I’d have to wait… while someone else who came in after I did was allotted a «SPECIALIST». Would NOT go back.

Usually apple stores are good but this one is the worst. Few workers are ok but most ignore you even on a slow day.

Apple/​Mac products are always great. The smallest of the Apple stores in the NYC region, but enough help & products to go around. Meter parking & garage in the Ridge Hill shopping mall.