Apple Conestoga

If I could give zero stars I would! I went to pick up an iPhone case that had to be ordered (old one under warranty was peeling on the side) I find a gal that is not with a customer and tell her what I’m there for. She looks it up and says okay someone will bring it to you shortly go sit along the back wall. I ask how long do you think shortly is? And can you find out? She shows me something on her tablet which I have no idea what I’m looking at. She says someone is pulling it right now. And instructs me to go sit down. I say to her this isn’t my Dr’s office and if I want to sit down I will. I don’t need to be told to go sit down like an obedient dog. Actually I think my Dr’s office says have a seat and we’ll call you soon. Which is at least acceptable and not an order.

Here is some constructive criticism. Maybe have your employees take the time to get the answer for the customer instead of dismissing them and instructing them to go sit down. If they aren’t selling you something and you’re there for a warranty issue they aren’t really interested in helping you. This has been my experience every single time.

Also I agree with another poster the Manager is a complete buffoon!

Customer service is too bad the employee name Raja he dont have any sense how to behave and how to help the customer.

Service is getting faster than last year.
Returns and exchanges are still VERY painful

Clearly, nobody at this store cares about the reviews. I believe a complaint should be filed directly to Apple about the store at the Conestoga Mall. It's the worst Apple Store I have been to ever. The manager, Craig or whatever his name was (manager on duty Sept 26,2023), was unprofessional, rude and very unhelpful. I had a rare remote management issue and was locked out of my phone by the city of Mississauga. I reached out to the city and they suggested that I go to the Apple Store, which I did. The manager today talked to me in a very disrespectful tone. Told me he was been “blunt. ” it was a very long conversation to share the many disrespectful words and tone he used. So I stop here and hope Apple sees this and reaches out about this situation. I will also be filing a full complaint directly to Apple.

When you go to pickup your device they ask you to go to the big table on the left side, in front of the genius bar counter. There are many employees who are standing and is free to help you but ignores you. Waited 45 mins and i went up to the bar and told that i am here to pick up can u pls check if someone can help me. If i did not do that i will be there until the store closes. Poor customer service

Jesse helped me out with my broken AirPods that my dog destroyed today. He made it super easy and a quick in and out experience. Left with with a new AirPod at an amazing price. He also gave me all the information I needed to pair my phone to the new AirPod. Really smooth experience overall. Also shoutout to Apple care. Saved me a bunch of money. 10/10 recommend.

I feel lucky for not being an Apple user. Today I went to this Apple store for first time and was welcomed by the most hostile and unprofessional staff. The manager JONATHAN has this pathetic attitude that no customer should ever face.

Manager JONATHAN needs to do some Yoga before his shift starts. His frustration, anger and short temperedness needs urgent attention. For a customer experience focused brand like apple this attitude is not ideal.

The store manager JONATHAN needs to cool down his guns. Apple is know for its customer service and this guy is no where near supposed to be on the salesfloor.

I have been a loyal customer of Apple for many years. That just changed with the poor customer service from their so called manager named Curtis. Absolutely no people skills with an “I don’t care smug attitude”. How and why he has a manager’s position is beyond logic. My advice is to stay away from that store until they deal with Curtis or train him properly. I lodged a formal complaint about this as well as the condescending manner in which Curtis deals with paying customers.

Terrible experience. I was there to buy laptop. Firstly, they kept me waiting for 30-35 minutes even though store was not very busy. The associates were just roaming around. Then one of the sales associate misguided me the information of the macbook. I asked him for the information about apple care+ he told me I can buy it in a period of 1 year. So like staff don't even know basic things which Apple provides. He was very rude and he doesn't even know the products properly. I also asked for the gift card that can I redeem it to buy Apple care he didn't even bothered to answer my questions. I asked the manager to send someone else but she was like everyone is busy. Overall worst experience. Never expected this from apple.

Had a pretty bad customer service experience. Staff member was pretty rude and condescending which I don't understand why? I asked to buy a product and it was out of stock (even though when I left my house it said it was in stock) and the lady treated me like I was dumb for asking to buy a product that already was out of stock as if I should automatically know this (despite even checking the website before I leave). Disappointing.

Apple books an appointment online for battery replacement.you do your efforts to go on time and reach at the reserved slot. There you realize sorry we cant do your battery replacement considering there is already 7 PM and store will close at 9 PM. You need to go back and come some other day with another appointment and later you end up as there are some other phones being repaired.i was like whhhatttt? Why do they even book u when they dont have the capacity to fix your issues. Total disappointment

Terrible customer service. Their manager “Steve” is a frustrating mix of patronizing, passive aggressive and condescending. I came in with an Apple TV that is two months old and loses connection with its remote within 5 min of using it every single time. I had a video of it happening. He said he wanted to replace only the remote but not the device. He also said they don’t have just the remote in stock so I’d have to wait or have it mailed. I said that I had already spent an hour on the phone with apple support who then sent me to a repair centre at Fairview mall. They did a software reset and said that if that doesn’t work I’d need a replacement. That store is about 40 min from my house. So a two hour round trip. Got home, still has the same issue. Book a visit to the apple store which is an hour away and get told to come back when they have a remote. I said the device is only two months old and I’ve already spent at least 5 hours driving and working with tech support. I have 5 kids and it’s really difficult to come all the way in for this. I asked that they just exchange the device so I didn’t have to return. He refused and talked very condescendingly to me until I left beyond frustrated. I literally hate this store.

I don't usually post anything negative because it isn't always helpful - but here's hoping that someone at the store and at Apple pays attention. I just have had what I think may well be my worst retail experience ever: called what I thought was the store to see if I needed to make an appointment to make a purchase (wasn't sure what their Covid rules were) spent 15 minutes going through a survey about Apple products, my profile and what I was looking for even though I just wanted to know if I needed an appointment - a question I asked several times throughout the call. They wanted me to make a purchase over the phone and then pick up at store and offered me AppleCare as well. When she finally understood that I just wanted to know if an appt was needed and that I wanted to look at the product at the store, she finally made me an appointment though admitted I didn't need one to go in. I arrive for my appointment and was passed from employee one to employee two. While waiting for employee two to be available I was passed to employee three. Employee three showed me the boxes of the ear buds, seemed rather unknowledgeable about them in general (maybe it was his first week) had no idea about the size of them and twice said I should buy, try and return and didn't seem to be able to offer anything other than that. When I mentioned that I understood the AirPods Pro came with different sized tips and I could buy others (a fact that I had learned from my long phone call with Apple Canada on the way to the store) he had no idea and said maybe there is, I'd have to see if someone made tips for them. I wondered if I could see them to gauge the size, he said they should be roughly what is seen on the box and there weren't any open boxes. I asked if they'd stay in when running and he said maybe, it depends on my ears (true but not really a nuanced or helpful answer). I did decide to buy, based on online research prior to going to store and as I was paying noticed that there was indeed a pair out of box that could be seen and handled. Maybe he should know what is in the store? The worst part of the lackadaisical customer service? The entire time I was attempting to ask questions he kept looking at his phone and made absolutely no attempt to even look at me. Nice work Apple.

Tried to purchase an iPad Air at this store tonight, not browse…purchase - I needed no sales assistance; I knew exactly what I wanted and simply wanted to hand over my thousand-ish dollars in exchange for the desired product. I was directed, with no small degree of condescension, to ‘make an appointment and come back another time’… what store requires customers to make an appointment for the privilege of handing over money in exchange for taking an item off the shelf and selling it to me? I will be spending my money elsewhere!

It's disturbing to me that you cannot talk on the phone to a local store "member" get advise ask about a spacific need or ask a simple question, add " their " way of doing things i will find an alternative

They are family friendly. Makes appointments with them or walking in. They are professional and they know alot about Apple products. Also trade the old with new

I went to the store yesterday to buy iWatch Series 7 for my wife. It was our anniversary and I wanted to surprise my wife with a gift she was wanting to have for quite some time now. I walked into the store and was told a guy called Alex would help me with the purchase. Never in my life I imagined someone working at Apple would be so COLD and PATHETIC to speak with. This guy, Alex was NO WAY interested in helping me choose the right iWatch to go for, no recommendations, no assistance with my VERY SPECIFIC questions. After deciding with the case, and size I wanted to know more about the color and size options of SOLO bands. At this point I was just deep breathing to not ask any questions to ALEX but what is his job other than to assist? Finally with total irritation I just went ahead with classic moonlight case and matching color sport band and paid. Before i could tell Alex that I DO NOT WANT PAPER RECEIPT, instead would like it to be emailed to me he had processed it and left the table to see another customer. Here's the catch: In the entire store there were just 5-6 customers. I felt really bad with the overall experience. Thanks!

Went in to repair my phone left with a new one, told to set up at home. I get home it doesn’t work. I called APPLE TECH to find out they didn’t remove the SIM on the old phone. So after an hour with them I attempted to call the store and you actually can’t. I got a representative at Apple who tried several times to get through and after 30 minutes I got disconnected. I than drive back and spoke to a manager about my frustration and if there could be anything done for the inconvenience and all they kept saying was “ it’s not a big deal “. It’s a big deal when I spent almost two hours on the phone and an hour drive to go back and if I couldn’t get my SIM back I’d have to contact my service provider and go how many days without a phone. I definitely felt like a number no empathy. I guess “It’s not a big deal”.

I had an appointment at 3PM, and i was in the store at 2: 55. Waited for a couple of minutes then at 3 went to the customer representative, his name was “Matt”. He checked me in and asked me to wait for 10 minutes, I waited for 15-20 minutes and then went to another representative for updates, she told me my appointment got canceled and I need to talk to “Matt” about it. I went back to Mr. Matt and he was taking another customer at that time, i stood there for a while and waited for him to get done with the customer and when he was available, I politely asked him about what went wrong in the appointment. He right away told me in a very rude tone and i quote “This is the 2nd time you are interrupting me”
I again in a very polite tone told him that another representative just asked me to talk to you about the appointment as it somehow got canceled and you don’t have to be rude, he then said and i quote “ You have to wait in the CORNER”
I am not usually the kind of person who goes complaining about people but i was feeling so bad because of his unusual tone, so i went ahead to talk to manager about it, fortunately the manager was super nice and they listened to everything and understood my state of mind as well. When “Matt” saw me talking to manager, he approached and said that we can assist you now, i again politely declined quoting “Thank you sir but that won’t be necessary now” as i was not in the state of mind to have a conversation.
I don’t know whether he was having a bad day or he was just furious beca of the volume of the customers but anyway if you are reading it Mr. Matt, this is not how you are supposed to talk to anyone let alone a customer. Being a little nice won’t harm you in any way.
Thank you #AppleConestoga for the wonderful experience.

Absolutely trash, cannot see a $2000 product before purchasing.

They expect you to drop $2000 dollar plus on products without seeing it as you are only allowed to order a product online and pickup from the location.

Meanwhile you can walk into any other shop in the mall and browse freely.

What a joke

Employee was rude at “check in” she told me that it takes 5 min to check in (wth) already had an appointment. Bought my watch i knew what i wanted and the sales person got annoyed that i didn’t take the extended warranty for ~$100.00 and just about threw the watch and the receipt into the bag, didn’t even acknowledge to say have a good day or nothing, these i*&0ts are forgetting that we pay their salaries.not a very pleasant experience at this apple store.

The employee (Joe or John or josh idk) was super helpful and friendly and had a good sense of humour.great experience, I'm so thankful for the help.:)

The Genius bar is not so genius after all. All they know and do is reset the device no matter what the issue is. The service was Rude and not helpful at all. Wasted my whole day to get the appointment and to get support on a Brand new defective Macbook and all they did is Reset it, which did not even work. I could have done reset at home. GARBAGE SERVICE AND KNOWLEDGE OF THEIR GENIUSES.

Utterly disappointing. I’ve never met a group of people who were so displeasing to deal with. Ironic this establishment has a “Genius Bar” given the incompetency of the staff. I do not recommend anyone visit this location.

Went for solution and the solution was to reset my phone for the second time, Such a waste of time.

Very busy place with long wait times. Only allowing very few people in at a time. Also seemed understaffed as they didn't even have the time to answer a simple question I had.

They never pick up customer calls. I have tried right about 10 times… not a single call picked by the store. No call backs or voicemail options either. Wasted so much time!

Horrendous sale experience. I went here with my sister in law to get her first iPhone, knew what we wanted and the sales person did not stop trying to upsell her on Apple care after we said no to it multiple times. He tried using every tactic in the book including guilt, shaming and anything you can name. If it weren’t for the current supply chain issues we would have happily have taken our chance with just doing online.

Amazing experience, staffs are outright courteous and helpful. Mr Adnan was quick and extremely polite. Will definitely visit. Better experience than buying online.

I am a very difficult customer when I am flustered. I was agitated when I arrived, and the sales rep doing the appointment bookings and screenings took the time to help me with my problem rather than make me come back. I can't express enough how painless my experience was. Definitely review worthy. Thank you again for the excellent service!

Awful experience, employees don’t even know store policies. They had me cancel an order for no reason which lead to increased wait time

Apple used to have excellent customer service, but unfortunately the Genius Bar at this location will just wast your time. There solution to fixing your phone is to replace it. I had the iPhone XS and my sister has the same, we both had the same problem; Face ID stoped working (happened at different times) and upon further research the same issue happens to many of the iPhone XS’s.apple said the same thing to me and my sister, “you can either replace it for $750, or live without Face ID” they also tried to claim it could be from a drop when it is clearly an issue on them because it’s happening on many of the iPhone XS. I was very disappointed to hear they were un willing to do anything and not claim any responsibility about an issues they clearly know about, especially since this phone new was over $1100. Do better.

There is literally always a long line-up to even enter the store and while I do own Apple products, I would be lying if I said they didn't attempt to make you spend as much money as possible and charge you excessive amounts of money for ridiculous, unnecessary services.

Good selection of not just apple products but some homekit devices, the lessons are great to go too and they are free, if you don’t have a device to use for the lesson they have devices dedicated to the lessons.

I usually like the apple store, but this one didn't give me a good vibe. The customer support is a little slow. Maybe they should hire more floor reps?

This place is busy on weekends, book your appointment if you have any queries about apple products or you to wait. Staff is really helpful, sanitization is in process and they have masks if you do not have one.

Very bad experience with this store, I spoke with a guy who claimed to be the lead of the genius bar, he was unprofessional at all, speaking over me and telling
me that I’m giving him wrong information about the delivery time and refused to see the delivery tracking by UPS, and also I was asking him to report an issue with the Mac M1 screen to apple and he kept telling me he would not do that despite I’m telling him that I care about apple as I’m customer and share holder!

Excellent customer service. My questions were answered very well. Great COVID 19 procedures in place at the Conestoga Apple Store.

They don’t even enter me in the store even i am fully vaccinated and have face covered. Management is saying that you have cover the face with surgical mask. But I have long beard and I used my own mask that covers my beard to. They are saying you can’t enter, even I went to so many stores but they didn’t refuse me, but they did.

Apple products are great, the staff in this store really are not, they need to be more professional and care for customers more, alot more.

If you're looking to purchase a new computer, the staff are very helpful. The Genius Bar not so much. Tried to upgrade a part in my laptop and they said it was impossible. Bought the part somewhere else and did it myself

Worst apple store for repair. Can't even get a screen fixed within two weeks. Nor do they provide a temporary laptop to work on. Not a recommended place for repairing your MacBooks or ipads!

Came here trying to get my Mac fixed and was repeatedly gas-lit by the employees telling me it was accidental damage and wasn't covered. Somehow they convinced me and I went home disappointed. A few months later I moved to the US and the store in the US happily fixed my Mac for free without any issues. Only then did I realize I had escaped the cult of Canadian mismanagement of basic issues. Also the "genii"were quite smug!

I don’t like two guyz there, who assist me and my friend. None of them were polite at all. They were so rude. I am still giving 3 star just because of cleanliness and covid procedures that they are following.

Poor technical support!

i had an issue with my phone one of the technician who worked there stated that your phone will not be working anymore and he was explaining things that even dont make sense just to sell me a new phone, went from the place so upset visit other place to fix my phone he did not even took a 1hr and my phone start working again, dont know why apple start acting like that and loosing customers.

The Genius Bar is full of novice people who have no knowledge of Apple Products. Under the garb of training, people with very little knowledge of products are left to solve repair issues. In fact an expert user would have more knowledge than these people. I will never go to this Apple Store for repairs.

Had a great experience at Waterloo Apple store. Young lady by the name of Alex helped me with my Apple watch. Alex was knowledgeable and very helpful. I highly recommend this store, great service and wonderful staff!

Recently got my MacBook Air from here. I'm having a bit of problems with this laptop but it is definitely an improve from my old one. Other than that it took less than 5 minutes to pick it up as I ordered online for a pick-up.

They are always understaffed there’s no one in the front area for sales. You have to find someone and even when you do you have to be put on a list to be helped when all I need is to buy something and leave. Might as well just go to bestbuy across the street

Don’t waste your time at this store. First of all their customer service is very poor and second, they lie about the time you can pick up your device and keep you waiting unreasonably.
Very unprofessional staff whom I’m not sure who manage!

The quality of service in this store was so far below even my lowest expectation. I scheduled an appointment for a screen repair, I was given a time frame of 1.5hrs. When I returned it took them 20 mins to tell me they were behind schedule 20 more minutes, not once did I interact with the same apple employee. Well sitting in the store for an hour waiting I witnessed some of the worst customer service I have ever seen. All the staff do is pass customers off to a different employee, often do not even listen to the customer and I even saw one of the employees roll their eyes after turning their back to a customer who was frustrated with being told his repair also was not ready. The inadequacy of this store really makes me question how far down the hill Apple has fallen, not only is the product far from what it once was the service for the expensive product is so brutal it’s almost painful.

I waited an hour to speak to someone and, although the person I spoke to was pleasant, I was not offered any real solutions. My iPhone screen has shattered twice in one month and I have already paid $200 to fix it once. When I came in asking why it was breaking so often, I was patronizingly told it depends on the angle and the height of the fall etc. I have previously owned 2 iPhones for 3 years each and dropped them on many occasions but never had a screen break once. With this iPhone the screen has broken twice in 4 months. I'm a student and cannot afford to replace my cracked screen however the Apple store did not seem to care. I'm very disappointed in both the quality of the phone and the service I received.

I had a dead pixel in my macbook screen and was wondering if it was covered by warranty, the whole screen was replaced by them quickly without an issue, staff were nice and very helpful. The only problem was the long wait time for the appointment.

Like most apple stores. If you have a problem with your device. Well then you get the shaft. If you are buying a device, do yourself a favour. Order it online. The staff is awful even to sell you a device. Rude!

Good services but the waiting time is too long. Walk in appointment today is 3.5 h. It is better to book an appointment on line before coming in.

No customer service. There are three sales people for the whole store with lots of customers waiting for service.yet the genius bar has 5 people standing around chatting. If your store is busy reallocate the staff. I knew what I wanted. A cashier with product behind them for sale would be so much more efficient. I was not the only one to walk out without talking to someone. I going to go get an android device instead I can get sales support at best buy.

Usually lots of helpful staff on hand so even when it's busy I haven't had to wait too long for service

Store staff is fine but Apple’s corporate policies are not. This iPhone will be the last Apple device for me.

APPALING SERVICE
I could not be more disappointed with this store and with Apple in general. I ordered a $5000 custom computer online. Had to wait 2 weeks to be delivered to the store. On the day after pick up day I happily went to the store, only to be treated like an idiot because it wasn’t actually in the store and I had to wait for my email. I’m a kind and patient person. So I waited. On Monday I called 1-800 MY APPLE who told me that the computer had actually been received by the store and they had no idea what the hold up is. They connected me to the store who told me that “they were absolutely wrong, it has not been delivered, it’s not here, wait for your email”. So I waited patiently until Wednesday, where I called again. Where they again confirmed “yes it is at the store”. They themselves called the local store, where they were told that there was a shipping problem and it was sitting on a truck waiting to be unloaded, they were told tomorrow for sure” So on Thursday, I went to the store where I am told that the shipping story is absolutely not true. Finally a person actually looked and said, it was received, but it’s not here. The remedy to this situation is just to make me ask for my money back and re order again, and then wait another two weeks for it to be built and delivered again. This is APALLING. I can’t begin to describe what terrible customer service this is! When I spend $5000 somewhere I expect much better treatment than this. So sincerely disappointed in this and it’s resolution. I likely will never buy another Apple product again. Giving customers the run around for a week and wasting even more of their time is just not okay! Maybe hire employees that will actually go and look for something instead of just brushing people off like they are nothing.

Not sure about others, but there is one guy that is very rude.

Prob.met the same Asian dude Norma Yang met (see his 2 star review below). Very rude, not competent enough to finish a sentence before turning away. Customers be aware, be careful with that thin and short Asian guy, round face, short hair, he's very rude. I suggest you guys fire him immediately. Dude only bring you bad reputation

Turn to another strong Asian guy for help, he is very nice tho. Should've given yo a 1 star rating, but because of that nice guy I met, I give you 2 star. Maybe not all stuffs are rude afterall

Brought my laptop in because it was charging one day when it almost caught on fire out of nowhere.sparks started flying from the charging port and it was smoking.it was 1 month out of the 2 year apple care plan i bought.i was told it would be free to fix and i would get a new charger because it burnt me and almost burnt my house down (thank god i was home). I went in on the day they told me it would be ready and they told me it will be $800 to fix.i am a university student, i dont have $800.they wouldn’t even give me a new charger so now i have no laptop and an assignment worth 25% of my grade due in 2 days.the staff that “helped” me were all very rude.horrible customer service, this store lost a customer.

Today I had an absolutely horrible experience with the manager Mario. I recommend that anyone who requests to deal with a manager refrain from speaking with him. He was rude, unprofessional, arrogant and did nothing to try and assist with the problems I was experiencing.
This is my now 5th IPhone 8 I have had within a year. Same issue - speaker continues to sound muffled whenever I am on the phone. Same solution - they gave me a new phone as the phone was still covered under warranty.
The second time I had this phone replaced I purchased the glass screen protector from the Conestoga mall apple store. A few months later I was back in the store for my third replacement. The young gentleman I worked with was amazing very empathetic about the issues I had experienced with my phone after switching over from Samsung who I had been with prior for 10 years. He did give me a 3rd iPhone 8, glass screen protector (as they couldn’t remove mine off my phone without damaging it) and a $70 phone case for all the hassle I went through. In July I came back and dealt with an amazing employee there named Jayden over the same issue. He ran tests on the phone but still couldn’t find out the reason why the speaker kept doing this. He ended up giving me my 4th iPhone. Again - he spoke to a manager and received permission to grant me my 4th iPhone 8 including a complimentary glass screen protector, as there was no way he could remove it without cracking it. Jayden was amazing and I would recommend him for anyone who has had significant issues with their phone. Today I came back two months later over the same issue with the speaker. The man I worked with was great and after running tests he didn’t hesitate to get me another phone.
Here is what my problem is:
I have had 5 IPhone 8s WITHIN one year over the same issue. When my technician went to ask the manager if he could again comp my screen protector the manager on duty Mario decided he would not. I asked to speak with Mario as my only request was I originally paid for this glass protector and every time I brought it back to Apple because of the issue the helpful managers compt my protector as they were taking off something I originally paid for. The issues I’ve had with this phone were no fault of my own and Mario was telling me that he would no longer replace my glass protector. Simply because he did not want to do it - even though I originally paid for it. He was abrasive, rude and gave me nothing but terrible customer service. Even when other customers were starting to watch because of the nature he was speaking to me and how aggressive he was becoming he did not back down and continued to offer me no other alternative. I even suggested a discount on the protector seeing as my phone came in with one on, I wasn’t leaving without it. He still said no. Instead he went into the back and ripped the old protector off my phone damaging the piece around the ear piece and handed it to me with his finger prints all over it saying that I could try putting it on my phone or I could call a 1-800 number and try and get a new one but he was refusing to help me otherwise.
I am extremely disgusted by how I was treated by a manager even after all of the issues I have had with my iPhone 8, over an accessory I had PAID FOR. I will be contacting district managers to advise them of this situation as a person who treats customers this way should not at all be in any kind of management position.
Sorry for this novel but after my terrible experience it was important that anyone going to this location be aware. If you are willing to travel to the Burlington Location I would highly recommend doing that as my first replacement was with them and they were nothing short of amazing.
As for Mario- he should be ashamed of himself the way he treated me tossing my damaged case that he broke back to me and saying that it wasn’t his problem.

The worst service ever. First I had to agree to pay for a new display (about $160+tax extra) because they didn't want to replace the battery without replacing a display (it had the tiniest chip in one corner). Wasted about 4 hours of my time to hear that they don't want to replace a battery on my iPhone because someone else already replaced it before (third party). So, they want me to take my iPhone and spend my money somewhere else to replace a battery. A bad try to monopolize the repairing of Apple products and successful way to frustrate the consumers of your product. I'll think next time if I'll get iPhone again or move to something else.

I had questions to ask and looked for a staff member to help for at least 10 mins and find them all busy. So I came to a Asian male staff and want to ask him whether he can send someone to help me. And right after I said " excuse me sir. " he was rudely, not even looking at me, said "I'm busy with someone right here. "
I always consider Apple the best phone brand with nicest services at all place and maybe because of that I got quite sad about today.
Later I got a lady helping me to find a polite and nice staff to answer my questions. I appreciate it. Thank you!
These two-star rate is just for that rude staff.

I've been in tech for 15 years (servers, networks, support, etc.), and have used every kind of device under the sun. I've not been a fan of Apple generally, but after being frustrated with everything else I picked up a used 2015 Macbook Pro (after having to use one at work, and getting used to it). The machine was working great, until the 5 T G B keys started playing up. Enter, Apple Store. I took it in to get checked out, knowing that I would have to pay out of pocket since it wasn't under warranty anymore.

They examined it, and informed me that the top case would need to be replaced ($449). That was discouraging, and I was going to say forget it. On closer inspection, however, they found that the battery was swelling, and that qualified it for a battery replacement with included top case, for a lower price of $259. I was pleased about that and said go ahead. They ordered the part, which came in 2 days, then did the repair, which also took 2 days.

When I came in to pick it up, they said the balance was $959! I indicated that wasn't what I had agreed to, and they went back and reviewed the file. A tech came out and explained that they had replaced the display and the SSD, in addition to the battery and top-case. After a few more minutes, the young lady returned and said, "Sorry, my mistake. It's all being covered. You're just paying $259 as agreed".

So I've got an almost completely rebuilt machine now, $1400 in costs, for $259. Thanks Apple. That's 5 stars for sure. And everyone in the store was fantastic.

Lady helping us was a little rude and sassy, but we did get a good deal and was decently quick service

Chose the product we wanted at home and were in an out of the store in under 15 mins. Great, knowledgeable staff who know their products!

One of Apple's biggest strengths is their customer service. This store is no exception. The staff are friendly and helpful.

The Genius Bar can be a little hit and miss. You can tell that some of them are true tech fans while others basically got the job due to their people skills and being "good enough" on the technical front.

Overall, they do a really great job. By its very nature there's such a breadth of problems and people that come into the Genius Bar, so I'm impressed that they do as good a job as they do.

EDIT: I'm leaving my previous review to show how things used to be. Man this place is slipping. My last few visits have been very poor. One was very disorganized due to the genius bar being very understaffed (I think one person was working). My most recent visit was even worse. I took my iPhone in to get its battery replaced, was told when to come back at a given time and came back 10 minutes before that. I was told that my phone would be ready in 15 minutes and then was ignored for 50. I feel like the only reason they decided to acknowledge me was that the store was closing soon. I was then told that my phone was ready and I waited another 5 minutes for it to be brought out. On the plus side, the employees are still friendly and one of them even pronounced my last name correctly.

Apple, you can do so much better than this.

Good ambience does not supply customer service. 2 hr waiting time for a request even when i booked an appointment.

3 year old hardware for more that modern windows products, but you know that. Great service, premium build quality. The store has the same vibe as a high-school much music dance. 14 year old girls on the one side and boys on the other. Is this place a social hangout? I'm trying to shop here:)