The service was really exceptional: the employee helped me find a better (and less expensive) air tag holder and told me about his own experiences. I just wish they didn’t require masks

Good service . I couldnt find the curbside pickup so I went inside to the store. They were very helpful.

Its an Apple store... how does one rate it when I cant tell them apart. I nearly expected to find the pen I left behind at a CT store on the corner of the same table at this store. The staff are on you immediately and eager to help. Getting an actual appt is the downer, apparently so many need help and so few techs available. If you have an Apple product and need service what other choice do you have? Pack a snack and just go!

I don’t know what it is about Apple stores but they just seem to do it right. The appointment system was very easy and the customer support was amazing. I wish more businesses would adopt a similar business model. They really do a nice job.

Staff is knowledgeable and helpful. Best to get an appointment here.

The store folks and experience are fine. Good people and a pleasant shopping environment. Heaven help you, however, if you try to call the store. You get an automated attendant who shuffles you off to Apple people (and even a Goldman Sachs person) all over the country. Thirty-two minutes and five people later and Ive not gotten an answer to my question and think far less of the Apple brand. What a disgrace.

We got in the store was almost close time. The staff was so helpful and friendly. Was very nice to meet them.

Very poor service availability for a company that prides itself on quality.

If I can give this store a zero star I would! Avoid this location if all possible! They not only messed up our cell phone purchase / trade in but have also messed up our carrier eligibility upgrade. In addition they have no sense of sympathy during our 4.5 hours of being in their fixing the issues they incurred. The manager’s apology with such sarcasm was not appreciated and uncalled for. Unprofessional and clearly they need a revision on how to upgrade a customers phone line. Now I’m having to deal with my carrier to fix what they messed up! Worse customer service experience in my entire life!

Awesome Experience! They replaced my wifes phone battery in less than an hour!

Helpful stuff to some extent

I went for buy a cellphone unlocked, they dont give me information about cellphone, i ask about difference between iphone 12 and iphone pro, salesperson just said do appoiment, i dont do that because i cant go other day, he very rude.Finally i other woman help me, i can buy my phone

I went in to buy a new computer but got so much attitude from the maître D setting up appointments, I turned around and left.

Rich white lady behind us was greeted with VERY friendly staff who reassured her they’ll help her ASAP by everyone and got to go as soon as she was in line but we were met with “stand over there they’ll get someone when they’re ready”. So if you POC and not carrying 10 shopping bags and a Louis, I’d avoid this Apple store. The difference in how they treated us vs that lady was really unbelievable. Apple, maybe get some diversity and inclusion training on your staff. Everyone should be met with the same service.

Very nice!

After dealing with a mess at this store previously and AT&T, I had to go to the apple store at Burlington once again.. I was upset at the time, and was met outside with an Apple Expert named Sam. She acknowledged the frustration that I had about being bounced around customer service, store to store, with no resolutions solved. Prior to getting the situation solved she did a superb job in gathering all the information needed to call the service provider again. We stood in the apple store for about 2 hours on hold, waiting on resolving this issue, and finally coming to a small conclusion on what to do next. During those two hours, she was very professional, caring, and we even got to get to know each other a little bit. Long story short, Sam did such an incredible job trying to make me as a customer happy. Apple should be very thankful they have her as an employee. I highly recommend her to do even more at Apple as I can see she is very motivated and thrives to do the best thing for any customer dealing with situations.Thank you Sam!!! You rock. -Christian

Went in to book a appointment to get my phone looked at. Lulu fumbled through the appointment process and spent 5 mins trying to input my phone number and email. Someone else booked the appointment I needed. I spoke to Danielle who said there was nothing to be done.

Buying new things is okay, at least the products are nice and the sales people were very helpful.Genius Bar on the other hand wasnt too good. On December 8, I came to the Apple Store trying just to get the top lens replaced because there was a black spot in the lens. Apparently, something with the service card got messed up and had to get a new phone. Why are these people Geniuses when they cant even do the right thing to get it fixed and end up having to get a new phone and spend 5-6+ hours trying to restore your phone when you can just do it at the Apple Store! In addition to the person at the genius bar, the two guys who were helping me restore my phone werent helpful either.

I brought my mom to the Apple Store, at the Burlington Mall to buy an unlocked phone. She lives over seas. She wanted to physically compare the size iPhone SE and the 11. They told us there was no browsing, but we can go to Verizon or ATT if we wanted to physically see their phones; the tone was rude an patronizing. I wish APPLE will provide better customer services at their stores, or close them. I am perfectly happy buying everything online, but not all customers want to spend $$$ in products they can see, touch, and receive a minimal explanation.

In and out, very helpful staff

Unpleasant and a huge waste of time. For this particular visit, I called ahead since I haven’t been to a mall since the pandemic started. I wanted to buy a new iPhone.“Do I need an appointment to shop and do you still have any 12 pro/ 12 pro max in stock?”“No, no appointment needed, you can walk right in. We have everything in stock except the black color :)”Wow, great! I arrived there an hour later to see that people WERE making appointments. When I tried to make one, I was told they were out of shopping appointments for the rest of the day. Which wouldn’t matter anyway because now they were “sold out of most of the stock.” Wow, how did that happen in one hour? Why was I given completely opposite info over the phone?Maybe have people who are actually competent work there. For now, I will either shop online or, better yet, look at some android phones. This is why retail is dying.

Very disappointed with service and product at Apple Burlington. We bought new iPhone here yesterday after old one was broken-the “genius” who helped us left us with the new phone without checking its functionality. Spent several hours at home trying to set it up only to find out that the sim port was defective. He could have figured that out before sending us out of the store y’day. So we have to come back again today, get an appointment, etc - ugh.

Super helpful. Clean store

Very bad customer service the fat lady at front told me they are close at 6.45pm store closing time is 7pm.

I scheduled appointment to 7:10pmNoone talked with me till 7:30While someone said Ill be next in line about 15 min later

Very intelligent And Nice People also Helpful Treated me Good As A Customer.

Better than Apple Lynnfield. Also they have some mac repair facilities on site unlike Apple Lynnfield

This store used to be great - with good service and cordial staff members. I am appalled at the way they handled an issue with a phone which was out of warranty but especially the way they spoke to my wife. It is utterly disappointing. I am so not returning here.

@apple store Burlington, we are deeply disappointed at your service. My son bought the iphone XS at your store about half a year ago, he couldn’t type certain keys on the screen, we drop off the phone for repair, instead of fixing it, you damaged the screen, camera and face scan, and told my son the phone has water damage. You told us to spend another ＄550 for a replacement. The phone added three more damaged after you “fixing” it. You should let us know you can’t fix it intend of causing further damage. We are deeply disappointed now and would like you to bring the phone to the previous condition. But, you said that you didnt want to do anything. My whole family us Apple products for more than ten years. But now, we are deeply disappointed. We decide no longer to used Apple products .

10/10 most helpful and respectful place. After 2 weeks of being on the phone with customer service, Brendan was able to fix our issue. He is the best of the best. Thank you!!!

Almost all those people writing bad reviews are either Karens, are triggered about the pandemic social distance guidelines “not done well at Apple”(so then simply don’t go to Apple or any other store, order stuff online if you’re scared of the pandemic), or they do not understand that1) almost all apple stores somehow have a long wait when there’s tons of employees there so this one is no different2) apple products are expensive in every type of way so you should expect that instead of getting surprised and angry about itThis location is great, organized, hard workers, good company.

Booked an appointment...Literally still had to wait 25 minutes out in line to meet with someone for them to replace my phone & the phone they were going to give me “the new phone” did not work. The poor kid walks back to tell me they don’t have another phone I now have to driveTo another location 🙄🙄🙄 DO BETTER APPLE.

Great customer service

Sales associates were very accommodating, as much as they could be based on the rules and regulations.That aside, Im going to bring my other Mac for an upgrade and hopefully work with the same associates.

Despite “Jane” referring to Andrew H as “the best,” my experience with Andrew left me feeling undervalued and shocked at the lack of professionalism.Yes, it was not Andrew’s fault Kay (another “genius”) confirmed my appointment an hr before I arrived to get a replacement phone and after driving 45 minutes to get there I was told the phone wasn’t in stock. However, it was Andrew’s fault that I was suddenly treated like an irate brute despite my frustrations being extremely reasonable in the circumstances. In a store full of white employees, I felt like I couldn’t get a word in edgewise because I’m a black woman. I had never experienced such disregard for customer appreciation/respect in my life.Trouble started when Andrew H. informed me that there were no phones in stock. I then asked how that could be when a manager just confirmed my appointment a few minutes ago and knew I was coming to get my phone replaced—the manager told me it would take 15 mins top and I’d leave with my new phone. Andrew went over to a coworker where they whispered that if I didn’t want to place an order and come back to pick up then “too bad.” I then found the name of the manager who had confirmed the appointment with me—Kay—and asked Andrew to speak with him so I could make a complaint. Andrew H. became irrationally hostile/defensive. He said May was “in the back but won’t come out here to speak with me so I could leave a message.” As I tried to relay the message Andrew became combative and refused to listen to me. I asked him if he was in fact Kay because of how defensive he suddenly became. He told me no, and I told him that he didn’t have to give a retort to each sentence in my message to Kay.When it became clear Andrew wouldn’t be helpful or relay the message (if he even heard it since he over-spoke me every time I opened my mouth) I asked for Kay’s employee number so I could make a formal complaint to Apple. Andrew told me employees didn’t have I’d numbers and when I asked how do you identify employees he gave a snarky response. I then asked for Kay’s first initial of his last name. Andrew refused to give it to me. Then I asked for a manager which Andrew refused to let me speak to. All employees were looking on at this point so I asked “Jane” (another employee) for assistance. She also refused to get a supervisor for me and told me Andrew knew what he was doing. Finally, I asked Andrew for his last initial and he gave it to me, and I let him know I’d be reporting his behavior. Andrew H. gave me a sarcastic response and I left the store.Andrew H. had asked me why I came to Burlington if there were closer Apple stores to me. I told him I drove 45 minutes out of my way because of the good customer service I experience at the Burlington Apple Store. With just one nasty experience with Andrew H. I am confident that I will NEVER be returning there.

Great staff and friendly

They were very helpful! My dog got hold of my right airpod and destroyed it. They were able to give me a new one in under an hour. Thanks so much!

I’m a bit surprised at the negative reviews. Every encounter I’ve had with Apple (approx 10 over the last 15 years) has been exceptional and consistent which makes me rely on their products.They have been reasonable, personable and very focused on customer satisfaction.

Excellent experience. The service was fast and the staff knew their stuff.

They are great at solving Apple problems here as long as your apple doesnt have worms, then go to Mahoneys!

Great system for handling customersGet in, get what you want and get out.

I broke my iPhone and showed up at the Apple store today 9 minutes before closing to replace it. They had closed sales for the day so I explained my problem and asked if they could please help me out. The concierge worked some magic, they brought me in the store, I told them what I wanted and a few minutes later I was out the door so the store employees could go home too.Ive been using Apple products for 20+ years. The only downside is they raise your expectations for customer service to a level that most other companies cant match. ( I am looking at you Sony and Best Buy)

Android is the best

Good bites

Great sales staff.

As apple stores go, this has always been one of the best. They just go a little extra to make your day go better. They may suggest a free program, a little 30 minute course during the day or the evening. They might say they hate screen protectors so save $40. Yeah very low-key get the job done quick and well and good advice with friendly people what more could you ask?

Super easy and felt very safe and clean. Helpful and friendly staff, quick and easy transaction.

I went the day after Christmas with my sister and a friend. We all needed different products. I was there to buy an Ipad. The place was a zoo. It was organized tho and within an hour a gentleman named Alex waited on us. . He was the best ! love hi. he is very patient and knowledgeable. I even gave him a hug before we left. Thank you Alex.

This is an excellent apple store. They have always been helpful and excellent at solving any technical issues. Its a clean store and I highly recommend this store for your Apple needs in the Burlington area.

Very disappointing! You can a watch for almost a $1000. And a year later on the last day of the warranty you have a crack on them. And they say you have to pay $400 to replace the screen!!!! Are you serious? Half of the price for a screen?! It’s cheaper to change iPhone screen. Not to mention that you need to wait for at least 30 mins for the tech guy to come to you. What is the point of making appointments then!?Sorry apple, no more spending money on the watch I did really like and enjoy.

Professional services, polite attendance.

The Apple Store is a clean, fun place to explore Apple’s finest products! You can go to Today at Apple events, to learn amazing topics! So much more!

Good

Very nice staff from the door to the floor.

Very helpful and patient staff! They helped me chose the right Mac when my poor old Pro died unexpectedly, may my sweet HAL rest in peace. My new air is perfect and all my files were transferred perfectly! I have named him Allen, for Allen Turing.

Send my phone in for repair, they gave it back more broken than what I gave them, then they gave me a broken replacement phone. Place is a joke, only good thing are the nice employees

Im not sure why others reviewed this store so low; I wonder if they had unrealistic expectations (as many people seem to have for Apple).For me, this is my go to Apple Store. Conveniently located and making a repair reservation is never usually longer than a day or two out. Service reps are very friendly, knowledgable, and never bat an eye when I ask a couple tangential questions beyond what I put a ticket in for. In short, they offer the excellent customer service that I love and expect from Apple.Like any store, though, there are things to keep in mind. Need a repair? Make a reservation ahead of time online. Otherwise you may wait a long time in-store. Want to buy something? Check to make sure they have your specific item (with your specific specs) in stock. These stores cant keep everything under the sun in stock, but they can always have it delivered if you order it ahead of time.

The system of customer service here is really inefficient and frankly rage inducing. If you know what you want and just want to buy it and leave you still have to 1) get put on a list and 2) wait behind all the people taking 45 minutes to evaluate which iPad/ phone/ computer model they want 3) for a customer service rep to finally come help you (aka up sell). PLEASE LET ME CHOOSE MY ITEM, GO TO A CASH REGISTER, AND LEAVE!I’ll be shopping online or at Best Buy from now on.

Made an appointment for today and when I was cleared to enter the store to have my iPhone battery replaced, the store employee could not have been more rude to me. He talked down to me as if I were a child instead of a grown adult. I stood up from the little box they had me sit on and left the store without having any work done. HUGE waste of my time. Will NEVER visit this location again.

Very rude!!! I went in there today to talk to someone about buying/upgrading a phone. Once it became clear to the sales person that I had a few questions before making a purchase, she quickly moved on to another customer who was ready to buy a phone—-right in the middle of my question—without any explanation. Definitely going elsewhere!!

Excellent service!

Very vexed with them and Apple in general. A less than 2 years old apple watch is delivering half of its useful battery life, and despite being at the store several times, sending the watch in to Apple, everyone claims work as designed and is not willing to do anything. So we have a very expensive, almost new, alarm clock on our bedside table now... So sad we didnt take applecare on it.

Phone issues

Waste of time and pretentious policies

A big disappointment. I was looking to make a quick purchase of an iPhone but the process took so long. The sales reps constant upselling of every little feature and add-on was as annoying as any place Ive been. On the bright side, at least they provided a few nice services to get the new phone up and running.

They would not sell me a phone! I went to the store three times and they kept n telling me come back!

As soon as I walked in I was greeted by a very nice young Lady. I never felt Gang Rushed. Im a little embarrassed that I forgot her name.I explained to her my issue and she never took her eyes off me or that I was boring her. I want to tell her that she Deserves a Raise. She had another Rep Come Over who was outstanding. I cant believe I forgot her name also. What I do remember is that I Left Happy and Satisfied.

Very professionally maintained for covid situation. Everything is cleaned before and after we go to a table. Entry by appointment only.

Good. Packed a lot. Just walk up and ask someone for what you want. Know what you want before you get there. Get accessories on Amazon from reputable sellers. :) or from the store if you don’t end to search for them online.

Don’t waste your time here at this location. Crazy how a company can’t honor a price match because it wasn’t available at the Best Buy location near the location. Only 10% off just lost a customer and I’ll make sure others will not come to your location. Also Manager did nothing to help out. Remember customers pays your check!!! Without us you will not have a job.

I will NEVER set foot in this place again. We had the simplest of returns. I purchased an Apple Watch for my wife (at another location) and wanted to exchange the band for a different band. She knew the exact band she wanted. The first visit had us waiting 1 1/2 hours for something that took less than a minute to handle. They told us initially that the wait would be about 10-15 minutes. Ok can handle that, but at the 90 minute mark we were told there were many people ahead of us. SO we walked out and tried again (today, January 2). We got there about 20 minutes after the store opened. It didnt seem too crowded.The woman at the door (the greeter) told us it was about 10 minutes but she would expedite it since it was so simple. OK, that isnt bad and the store wasnt crowded. After about 25 minutes of standing there, I went up to see what was happening. The guy there told me there are people ahead of us. And yes, people were coming in. However, I was noticing that people that were there significantly later than us were getting helped.Went back again (after another 15 minutes) and was told that there were 16 people ahead of us and wait time was unknown. As my head was about to explode I demanded a manager. Turns out the manager was the same woman who told us she was going to expedite a 10 minute wait in the first place. That was too much for me. The manager looked at me as though I had snakes growing out of my head. Her excuse was that it has been a busy holiday season and she was doing her best. This was as I watched people who came in after us get helped and leave. At the risk of an incident she consented to have someone come by to help me. A young guy came and it took less than 2 minutes to get out of there. WOW! This was the most incompetent, non caring manager that I have ever seen. She should be fired. I wish I had her name but she was a manager on January 2 at around 10:20 AM.It is an absolute absurdity that Apple has such a low regard for their customers to let an incompetent run a big store. We often go to the Boylston Street Apple Store and that has management that runs it much more efficiently. It is a crying shame that going to a dentist to have a root canal is more enjoyable than going to this store. PS. I wish I was able to give zero stars!

I was shocked that they do not push everyone who purchased something to give address, phone number etc like they used to do 10-12 years ago. That is a big plus!

Always crowded

Store was full of customers and I was still in and out in under 60 seconds with the product that I was seeking. Granted it was only a lightning plug to audio adapter, but still… Pretty damn efficient and helpful.

Great customer service. I was in the area during a weeknight and needed some assistance with my phone so I brought it in and they replaced the screen under warranty within a couple hours. I then noticed that the phone itself had a slight bend to it so I brought it to their attention and they agreed to replace the entire phone and it was fairly quick.

Terrible customer service at the door.

The store is open and they take precautions about the number of people and the way people conduct themselves which is to their credit, but Ive been asking for months to reset my password and I got nothing to show for it

No Im not a huge fan of Apple unfortunately my kids want to FaceTime so I relented and got an apple I have to say there Apple for dummies class was quite informative and have patience with an apple virgin like me

So bad the store serve，pick up a iphone you need to come two time。

Best place to buy Apple products. Highly recommend to anyone who is interested in getting Apple education too!

Good service friendly staff helped me what I needed

Great service as usual

My experience has been pretty good here. They have courteous staff. Have all devices if you need a replacement right away. Just like any other Apple store in terms of look and feel.

Pretty rude staff, security guard, etc

Store is fine but the Apple Company sucks. Not everyone has the time to navigate their websites to remove things from their bill. It is absolutely crazy that you cant speak to a person to resolve issues unless you go to a store. I blame Steve Jobs and Apple for making us a society that has less and less interpersonal skills. Just how I fell. Now pick up the phpme

Its ok

Employees are professional...only pickup..

Really good Apple Store with knowledgeable staff. Often is very busy so making appointment ahead is a good plan.

Don’t make any appointments here.My first appointment was for a broken screen they told me it would take over 2 hours to fix. On the phone an Apple rep said it should be 15-30 min. I didn’t have 2 hours to waste in a mall. Then I go to the Burlington Mall and they got it done in 25 min.Different occasion a year later I made an appointment online for an other broken screen. I drove 30 min to the place, get in and they say they can’t take me today.Save your time and go somewhere/anywhere else.

I wanted to try a MacBook, so I came here and bought one. Staff was super friendly and helpful. Decided two weeks later that I didnt want a laptop after all and decided to return it (great machine, just didnt want any kind of laptop it turns out). Returning was super easy, there was no fuss and I was in and out in 5 minutes. Will definitely shop here again.

John (big dude with beard) helped me out with my old MacBook and I could not be happier. Quick service, and saved me money on a repair. Thank you!

The specific location is OK, but I strongly object the way Apple stores treat their customers. Coming in for repairs is always an ordeal and includes long wait times. go there and wait does not make it feel premium or makes one feel respected.

My favorite mall to visit on weekends. Clean mall and they have a lot of good stores here.

Had to seek the attention of the greeter instead of being met. He was rather sullen. Genius bar had been removed. Not the service I have come to expect at an Apple store.

I went to apple store for my iPhone 5 not charging sale person very helpful. & fix my phone problem .mean time I was watching other people bring there apple product most of people got response asap. I would recommend to buy apple products because customer service is the best I was very impress.. thanks to all sales person at Burlington apple stores. great positive body language. good service. thanks.

Staff is always ready to help, regardless of the day you go. I tested on the black Friday, besides multiple other days.

I like the Burlington store. I find the staff helpful, considerate, knowledgeable. My experiences with the Genius Bar have been superior. If one takes the time to write a description of the problem(s) you are experiencing, the staff will be able to assign the appropriate staff member to your problem. The staff are constantly bombarded with questions and requests for assistance. Give them some leeway and consideration and you will find your technical problems assessed and solutions provided.

Crowded,crowded, crowded. Make sure you have an appointment if you need to get a device looked at. Staff very friendly and helpful but expect to have your device sent out for repair.

Very Incompetent staff. Very unprofessional and not helpful.Jeff F at the Genius bar does not know the matter that he is talking about when it comes to product knowledge and store policies.Mark at the front door waiting for customers suggests that the third party made accessories are better than the Apple brand.What a terrible experience!

Best place to by Apple products. Really Cooperative