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November 2023 by Hakki Bostanci
Spent two hours there, bought a new phone, they managed to transfer the number from the old phone to the new one, but nothing else. Left the store with two not working phones. Will spend the next few days trying to move the data myself. I hate Apple.
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November 2023 by Benjamin Spiegel
One of my favorite Apple stores:Full selectionSpaciousNot crowdedSmart staffConveniently locatedGreat classesZero tourist
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November 2023 by Meg C.
Girl at check into so rude!!!! Priscilla is her name treat us like I'm doing you a favor , not like you paid $1200 for your phone and you deserve be took care with respect!!!
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November 2023 by Eric H.
Waited in the lobby for 20 minutes. Fine - I use a cane but can manage. Told the greeter we wanted an Apple Watch and new iPhone. Was told multiple times we are next in line upon check-in and saw customer after customer come in off the street and go before us. Finally we left. The store was empty and everyone had attitude. Don't forget customer service Apple.
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October 2023 by xin wang
It is not the first time I have had a bad experience at the Genius Bar here. I suggest that people with real technical problems call Apple support. Here, you will only waste time and encounter impatience. They lack knowledge and effort, and the advice they can provide is to either spend money on a new device or leave the issue unresolved. They don't deserve even one star for a rating
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October 2023 by Rachel Haynes
This is one of the worst stores I have ever been to. I had scheduled an appointment a week in advance, and I had to wait over 30 minutes to be helped. Then, the worker told me that it would cost $200 to repair the headphones that I bought for $200. After making me wait, he wasn't even able to help me. The week before when I went in the worker told me it would only cost $100. After this past visit, I found a part that I will be able to use to fix my headphones on Amazon for $25. DON'T SHOP HERE!!!
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October 2023 by Dong Wang
NEUTRAL SERVICE. LONG WAIT.I was there twice last week with my friends traveling from Canada. He forgot to bring his phone charging cable and we were in copley area, so we decided to find one from Apple store.In the store, we were trying to find the cable area, but there was no people helping us even just for asking simple question "where can I find a cable?". I understood it's weekend, so we tried to find the quick way to check out. We tried 3 different floors and it took us almost a decade to finish buying the item.Later we found that's not what my friend want. So I have to return the item, I thought this could be easy since everything should be recorded in the system. I went there Thursday afternoon, after a 10 mins wait, the only answer I was given was "you can't return without receipt". I would understand if they could explain better, but that girl just looked at me as I was wasting her time.I gives me a feeling that I'm holding this cable which is a cheaper item and requires less attention.I'm not an apple user and I'm happy that I'm not.
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October 2023 by Alexius K
3-story Apple Store with friendly staff. There wide range of products. There is no restroom for the visitors.
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October 2023 by John S.
I cannot even begin to express my disappointment with my iPhone 14 Pro Max and the abysmal customer service provided by Apple. It has been an agonizing journey since the day I purchased this phone in March, and the camera issue has transformed my daily life into a tech-induced nightmare.The primary issue at hand is the iPhone 14 Pro Max's camera, which has never worked as it should since the moment I unboxed it. I visited the nearest Apple store, hoping to find a solution to my camera problems. The Apple "genius" advised me that it could potentially be resolved with a simple software update and that they had never seen this issue. They instructed me to wait and see if it would magically disappear with a software update. If not, they surmised it might be a hardware problem.I continued to use the phone, only to find that the camera issue persisted, and the phone was unusable for work where I use the camera or to capture memories on trips.I returned to the Apple store to address this concern. However, what followed was a confounding experience in which Apple employees, and the manager, seemed utterly clueless about their own product.The manager suggested yet another software update, as if this were the cure-all solution for every problem under the sun. I told him that this was affecting my career working clinically at Harvard Medical School on daily basis and that the most efficient solution would be preferred. He said that in order to abide by Apple's goal to reduce waste they would have to go through individual components to replace one at a time and that they would, even if the issue was present since the purchase of the phone, never replace the originally defective device as a whole.Again I was told this "might be a camera issue or a software issue and that he did not know." This back-and-forth, wishy-washy approach to solving a seemingly straightforward problem is mind-boggling. Apple, you've let me down on all fronts with this debacle. It's as if you're not taking the concerns of your loyal customers seriously anymore. The camera issue has left me feeling like I've wasted my hard-earned money on a subpar product, and the customer service experience has been a nightmare.To those considering purchasing an iPhone 14 Pro Max, please think twice. You might be rolling the dice with your money and sanity. I'm still hopeful that Apple will come through and rectify this situation, but for now, my iPhone 14 Pro Max is a constant reminder of the disappointment that can arise from trusting a brand that used to be synonymous with excellence.Oh, let me not forget to mention the sheer amount of time and frustration this iPhone 14 Pro Max ordeal has cost me. It's not just the money but also the valuable hours of my life that have been squandered on this seemingly unending issue.Well over 12 hours of my life to addressing the camera problem alone. Countless hours on the phone waiting for appointments, multiple visits to the Apple store, and waiting around for software updates to work their supposed magic. It's as if my life has been put on hold, waiting for a resolution that never comes.And as if this weren't enough, I was condescended by the unempathetic manager at the Apple store. He appeared indifferent to my frustration and treated my concerns with an incredibly dismissive attitude.It's disheartening to see a brand that once prided itself on top-notch customer service now treat their customers as mere inconveniences. Not to mention, instilling these values in their staff in order to fall back on "reducing waste" when convenient for them.Apple, you've got some serious work to do to regain my trust and, I'm sure, the trust of many other disgruntled customers including many of my colleagues. This whole experience with your product and your customer service has left me feeling like my loyalty to your brand has been taken for granted.It's time to step up your game and remember what made Apple so beloved in the first place.
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September 2023 by Akshay
My wife and I visited the Apple Store around 5:30 PM to address a display issue with her iPhone—there was a vertical line of non-working pixels on the screen. We secured an appointment and were told we'd receive a text notification when it was time to come back.Unfortunately, our experience took a turn for the worse when we returned to the store. An associate on the third floor confronted us rudely, incorrectly claiming that we had missed a 3:30 PM appointment. Despite our attempts to clarify that our actual appointment was made at 5:30 PM, she remained unapologetically abrupt and seemed frustrated with her job. She left without resolving the issue or even offering an apology.Thankfully, another associate later approached us and was extremely courteous and helpful, successfully resolving our phone's screen issue.While we appreciate the technical service provided, the customer service left much to be desired. Training staff to maintain a professional demeanor and to correct their mistakes graciously would go a long way in enhancing the customer experience.Overall, we're giving this Apple Store visit a 3 out of 5 stars. While the technical issue was addressed effectively, the customer service could use some significant improvement. Here's to hoping for a better experience next time.
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September 2023 by Sebastian
Disappointing experience.Situation: Apple Pencil stopped working after one year and a few days.After a 30-45 min wait, I was told that I could get another pencil with only 3 months warranty for a price that was $20 higher than the pencil on Amazon with a one year warranty…
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September 2023 by Anusha reddy
I had high hopes for the Apple Care store's website, considering the reputation Apple has for its products. However, my experience with their customer service has been nothing short of a disappointment. Every time I've needed assistance and called their support line, I've been left waiting on hold for a minimum of 45 minutes, and sometimes even longer.It's frustrating to invest in premium Apple products and then encounter such poor customer care. Timely assistance should be a given, especially for a brand like Apple. The extended wait times have left me feeling frustrated and undervalued as a customer.I hope that Apple takes this feedback seriously and works on improving their customer service, both on their website and through their support lines. As it stands, my experience with the Apple Care store's website has been far from satisfactory.
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September 2023 by Iona Hadinoto
I had an appointment at 1:30 and came in 15 minutes early and was told to wait at the end of a table by the window. I waited for 35 minutes and asked someone about my appointment only to find that somebody had canceled my appointment even though I had already checked in and none of the staff took the initative to ask me if I was waiting for help. Did they think I was waiting around in an Apple store for fun? Looks like nobody is smart enough to be working at the genius bar.
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September 2023 by Daniel Lind
Sadly, a very disappointing experience at the Boylston St. store today. I made an appointment to do a battery service on my son's phone. I did the diagnostic as instructed, prior to the visit and the phone was inspected when it was dropped off. I was told when to come back and pick it up. The person who helped me was excellent, and what I have come to expect from Apple. later in the day, I left work early to travel to the store to pick up my son's phone. I did not receive any communication from the store, but I assumed it was done. I had to wait for quite a long time just to speak to anyone. The representative told me the phone "was done" and I just had to wait for it to be brought out. I again made the assumption that "was done" meant that the described and intended service was performed. But then a woman came out with my son's phone and began to process my service. She checked my ID and had me sign a waver. She then seemed surprised that her iPad showed no charge for my service. Then she said, "Oh, they found water in your phone and they didn't do anything." What? The phone has never been exposed to water. I asked her why no one contacted me with this discovery? She said very curtly, "I'm telling you now!" Without getting into a lot of detail, I have been a supporter and fan of Apple products and the ecosystem for decades. I own 2755 shares of Apple stock, I think I have demonstrated my commitment. This persons lack of professionalism, and dismissive communication was unacceptable. I then asked her what are my options to repair the phone? "You don't have any options, you would have to replace it." We are talking about a phone with no physical damage, working normally except for a battery life score of 81% with all buttons and ports functioning, that additionally was previously tested with Apple diagnostics, and you tell me it is unrepeatable? The phone has been in a case and has had a screen protector since it was new. Then I asked her why didn't anyone contact me to tell me this? She again said, "I'm telling you now." I said what is the estimate for replacing the phone? She said, looking away as if I had asked her the dumbest question ever uttered, "Around 299." I am partly frustrated that the method Apple is currently using to manage existing customers after sales concerns is a departure from the experience I have embraced for decades! But the bad attitude of this representative and her feeling that it is OK and totally normal to make a customer make an appointment to service their product, wait days for the appointment, plan a trip to drop it off, make another trip to pick it up and not communicate that the authorized repair has not been completed, even though the product has passed multiple diagnostics and physical examinations and that the product is now deemed unrepeatable, should be of great concern for Apple! Not happy.
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August 2023 by Arnold W.
I suppose it has all the Apple you want. I saw a review of this store that mentioned Bose Quiet Comfort headphones: went in and asked. Salesman said they used to have those. but now sold only Apple headphones. I asked about noise cancellation, and he said, "No guarantees." So I left. Points for honesty.
