Had a 11:55am appointment and was greeted and seated… I was helped a little after twelve. They were pretty busy but I appreciate them fixing my issue and getting me out of there in no time. Thank god for the model phones having games on them… my 4yr old was entertained by that the entire time.

Was a bit leary about going to this place after reading the reviews, But ! They were great. Running a bit behind but many busy businesses do. Very helpful, nice people, no one was rude at all. Very pleasant atmosphere and our phone glitch got fixed.

Nice pwople, great place. Totally nor what I anticipated after reading the mean reviews. The people were great and very competent. We did have a bitbof a wait, but the employees were very caring and accommodating. Highly recommend!

I truly see why this place has 3.5 stars. For a place that’s supposed to be one of their headquarters their employees don’t act like it. They stand around and do NOTHING but gossip to each other. I was sitting for 15 MINUTES! Before somebody even addressed me about being signed in. I was there for damn near 45 minutes before I asked to speak to a supervisor and he was very dismissive. The guy who helped me was at no fault. Though it just so happened I got helped right after.Horrible horrible horrible! If you can go on ahead and just get it shipped to you or go to another location.

Worst service Ive ever received at a apple store. Please verify in writing what these reps tell you they lie to make sells or for you to leave your device with them for repairs. The reps are supper rude and cut you off mid sentence if they feel like what they have to say is more important. Manager is rude and will not solve any issues unless youre spending more money. If you need to purchase anything or something serviced I definitely recommend the location in chandler mall much more friendly and willing to help out.

Very high quality experience. They made sure I had all my questions answered

I felt the support people ignored me for good 20 minutes before they came to fix my problem. People who got in before me got preference because of their particular race.

The people here are extremely helpful especially Stella. Though there was nothing else she could she was willing to go above and beyond too help me. The store manager was wonderful for all the help he offered. I couldn’t be any more grateful to this place and the people who run it. Thank you so much Stella you are amazing! She deserves a raise! 😊

Each time I’ve come in something goes wrong. This most recent time I came in to pick up a new phone. The guy checks us in and says the order is on its way out…30 minutes later I’m still waiting. I follow up and they say that my check in was lost somewhere. They proceed to send me to the next staff member who sends me to the next who sends me to the next. The last guy checks us out and didn’t do what I asked so I was told I need to go to the Verizon store to have my phone activated since they already rang me up. Needless to say it was another bad experience.

Employees standing around while people need to be serviced. Girl in the front was rude. It was horrible. Apple doesnt put alot of work into customer service, I can tell. I was just about to make an appointment.My family owns a ton of Apple products. I will never buy from apple again and this isnt the first time this stuff happened.

Had to ask a couple diff staff to help me get a replacement AirPod, as the first staff member was dead set on the idea that there wouldn’t be any brief availabilities for 2 hours.. 5-10min later another associate connected me with someone at the Genius Bar.

Very nice people working here. Went in for replacement buds and Keegan was a true pro. Thanks

Employees are very polite, They are a bit smarter than the customers they help. Very happy until my Macbook pro stopped working at 22 months. Is this planned obsolescence for Apple? Zero damage on outer shell. Maybe I used it to much…

Very good response from the store people. Job done very quickly

This past week, I visited this store to get my AirPods serviced. After checking in early, I was told to wait for the next available technician. After getting passed on for other customers multiple times over the course of 15 minutes, I asked one of the techs how much longer I could expect to wait. Upon review of the cue, it was determined that my appointment had been cancelled and I was not checked in. So they moved me back to the top of the list only to continue getting passed on. I then went to someone else, appearing to be a manager. He told me that I was next in line and to continue waiting for the next available tech, rather than resolving the issue by taking initiative to connect me with one. I continued to get passed, so went back to the tech who checked me in and she finally agreed to manually activate my service appointment after upwards of 30 min past my SCHEDULED appointment. From my perspective, the worst part was that nobody checked on me at any point during my visit… I had to seek assistance over 4 times! Although the tech did apologize for this error/inconvenience, she followed that up by trying to give an excuse which only served to exacerbate my frustration. Fortunately, the service was performed and product fixed. I had a completely different experience when picking up the new AirPods… Cameron greeted me immediately upon entering the store and helped to signal the retrieval of my product, which was quick and efficient. Hopefully, management will use this feedback to better train the rest of their staff for improved consistency across employees.

Genius Bar is not helpful . they do not solve your issue and try to make you purchase a new device. Managers are not helpful staff is rude and will hardly aknowledge you .Avoid this store at all cost if possible unless you want to get scammed .

After last night being refused to give me the ordered charger i paid for online 2 days prior for my iphone 12 that i use to do MY job, i called ahead today to make sure the fact i ride a motorcycle and lost my ID that i could verify via other methods and was told “we can work around that” and after informing them of the health issues with allow me to not be required by law to wear a mask..they still refused service and broke state/federal law. So i put a mask on just so i can get my items and leave. Mind you no other apple store is so hard headed and stubborn about masks especially when it’s for legitimate health reasons, and i work directly with the public and our job doesn’t require masks period.I’m more frustrated about the refusal of service from not having a physical ID to prove who i am when i have a picture of it on my phone, and the health violations are just dumb. Also they make you wear a mask but don’t provide any method to dispose of used masks when you leave, encouraging littering. So much for a company that “cares about the environment”

Literally spent half my day figuring out purchasing a new phone. Bought online and I guess that wasnt valid?! So annoyed with how little anyone cared about the issue they caused. Spent 2hours waiting just to be told I have to cancel my order and order it again, which the $$ had already been taken from my bank. Not pleased at all with the customer service except for a few people who seemed super friendly.

Went here twice in a week to purchase phones for family, the first visit the staff was helpful and friendly in spite of not having an appointment. Second time few days later same week, I approached an employee to purchase a phone and he told me I cannot purchase a phone without an appointment. Since I had a previous good experience, I decided to approach another employee and he gladly helped.Not sure if my foreign accent made the first employee to refuse to assist me but hopefully he learned a lesson from being prejudice, he lost a sale.

Wretched business. They require face masks for customers. Waits are long. They dont like to have employees. Apples online and delivery options are entirely too good to go to a business in Arizona that requires face masks.Remember, you are not required to give even a penny to any business that commits itself to maximizing needless customer suffering through mask requirements.

Unilaterally changed my cell phone planThe sales associate that upgraded my iPhone unilaterally, without my knowledge or permission, changed my Verizon cell phone plan. I’m now paying $150/month for a plan with less data than my original plan. The managers at the store apologized but, told me I had to work it out with Verizon. No accountability, responsibility or ownership for their “mistake.” Unacceptable behavior by Apple and its retail store employees. DO NOT UPGRADE YOUR CELLULAR APPLE DEVICES AT THIS STORE! Kamil was the sales associate that screwed up my plan; avoid using Kamil if you possibly can.

The employees at this store are nothing but ignorant children, managed by other ignorant children. Its absolutely infuriating that company with as much money as Apple cant hire a better class of employee.

Nice open area mall, stopped in to the Apple store. The store has changed dramatically - there doesn’t seem to have a counter or genius bar anymore. I wandered around and then a rep came up to me to see how they could help. The process was long, but it wasn’t the fault of the store or employees- I upgraded to a new phone and it takes about an hour of prompts and resets. Overall I reco the store. Thank you to the nice service girl who assisted me. Also the free parking was nice.

I had an appointment at San Tan Gilbert Apple Store, they were great and were going to replace my broken left AirPod but did not have it in. They made me a follow up appointment at this location, the genius bar rep told me there was no record of the previous appointment and that I would need to wait 45 minutes to an hour for a sound test that the San Tan location already did. I told her this was ridiculous, they already did the sound test and it took 15 minutes. She said no they didnt, do you want to do the test? I didnt really have a choice so I waited, an hour later when she never came back I had to flag someone down to check if they were done, which they were. When I left the store she was turning to say Thank you for coming in or something, realized it was me and turned away. By far the worst experience Ive ever had at an Apple Store.

So there is a line to purchase and that is basically just a line to make an appointment to wait in line again to get help and talk to someone. Then I finally got inside to try massing a sale only to find out they cant help me and I need to talk to an apple business representative. How is this brand even profitable when theyre is SOOOO much run around to get simple things done?!

It’s probably easier to buy a car than buy an iPad here. I waited 15 minutes for someone to talk to me, 15 minutes for them to bring it out and finally got fed up and left when they started helping other people shop. I could have been in and out in 1 minute if you got your process sorted for people who want to buy things.

To be honest, we didn’t really get much help, but the lady helping us was absolutely incredible. She was following her protocol and that is absolutely ok. The location is upbeat and positive. They did everything they could to resolve our problem.

Large store with knowledgeable staff. Friendly customer service. Like all Apple stores, it is always busy.

Disgusting customer service! The man who “helped” me from the start was so cocky and did nothing but made my experience horrible! I needed a replacement and did nothing but push me out of the store!!

I ordered an iPhone online for in-store pickup. Nowhere during the checkout process or in my confirmation email did it indicate they require face masks to enter the store. There is no mask mandate in AZ nor in Scottsdale yet this store is requiring adults to wear a face mask to enter.After some coaxing, an employee came outside to take my information and retrieve my order (other employees inside moved away from me as I tried to explain my situation). It was an unpleasant experience all around.

They didn’t seem to want to sell me a computer. Daniel, “one of the leaders” brushed me off while several employees stood around in groups chatting,

Loved the option to have our purchases delivered to us in 2 hours. Super easy.BUT to make up for that one thing had to be difficult...Hated that to exchange an Apple Watch band you have to have the watch too. This is the dumbest thing I have ever heard of! The employees tried to figure out a way around it but to no avail. Apple, figure this out!

Scottsdale Quarter... Little known fact: 15 years ago where I am standing used to be where Dial (yes, the anti-bacterial soap manufacturer) had its corporate headquarters and research & development laboratories they built in the mid 70s. Hard to believe its been converted into overpriced yuppie shopping.... Oh well, progress of the times...

Very friendly staff. But they are out of most things. I guess even Apple has supply issues these days

Long lines and they couldnt even help me. Told me someone would call me. I missed the call and they never got back to me.

Checked in for an appointment. Waited 20 minutes for an associate to tell me their system is down and I would be better off calling Apple and having them overnight me a replacement phone. Apple does not overnight replacements. Waste of time.

Your appointment is only to wait. The management has obviously ignored the negative reviews that have accumulated over the years. Unfortunately this is the only convenient store . Can you give it a negative star review?

Apple does not provide quality customer service anymore .

They offered zero help with an issue I was having with my iPhone. They only care about selling a product, afterwards they tell you to kick rocks if any of their devices have a problem. Zero help or advice was given to me.

Nice place to bring the family. Has alot of options to shop at and eat.

Terrible customer service. They dont care about your business

Worst Customer Service . Managers arent willing to help and employee are rude!

If you want to experience terrible customer service come here. They will gladly set you up with an appointment 3 days from now for a missing earbud. Apparently you have to meet with someone at the Genius Bar. How ridiculous! Its missing, I dont need someone to identify this for me, I just need to buy a new one. So if I want a new pair, I can go in and buy but if you need only one, your punished by wasting your time to make an appointment. For the record, dont bother calling and asking if its in stock. They cant even tell you if they generally carry them. Also they cant tell you how long you might be in line except that it could be 30 minutes to 8 hours. This is mind boggling and the poorest of customer service Ive experienced. Way to waste peoples time. Youre incredibly inconsiderate and have no urgency. Shame on you Apple!

The EYE of everyones APPLE! :-)

I am a huge Apple fan and of course I love everything that comes from Apple. The store is really nice and clean and modern but there it so crowded all the time that is difficult to get good customer service sometimes.

My friend, who is a senior full-time resident in Scottsdale, experienced very poor customer service with the check-in. The employee was extremely rude. When asked if he had time to help her, he said, ABSOLUTELY NOT and would not allow her to speak to anyone who could help her. Please train your employees with proper costumer service.

Really not sure where some people in these reviews went, but my experience here was great! I had an appointment and 2 friendly employees greeted me and got me inside within 5 minutes. Jacob was awesome, super personable, and really went above and beyond to make sure I had everything I needed.

It really is a beautiful store. The only problem is theyre always so busy. Either walk in and plan to spend an entire afternoon there or make an appointment for a few days out and still end up waiting. Luckily, once you get help, everyone is friendly and theyre very thorough. All in all very happy to be so close to this store.

I purchased an Apple Watch Series 3 this year. It lasted less than a year and then shattered on my wrist without hitting anything. The company refused to fix it despite this being a known issue of the Series 3. They would repair it for the same cost as a brand new one. I would highly advise not buying Apple products as they no longer stand behind their products and they cost as much to fix as buying a new one. In particular do not buy the fragile Apple Watch that can’t be repaired unless you like throwing your money away.

2 hour wait no you work for me

Great experience, the que is handled very well.

Not wearing as mask in order to get my phone fixed. The state of Arizona outlawed mask mandates. Take your business back to commiefornia

This is the worst Apple store I’ve every been to. The employees act like they are entitled to something. No one greets or ask if they can help you. I just came in to get a Home Pod. I asked an employee for help. I was told to wait because others were a head of me. He then proceeded to stand there and do nothing. But than helped a girl who walked in asking about her watch.I ended up leaving.You guys need to teach your employees about customer service and management about team leadership.I’ll do it for free. I’m a retired US Marine. I can shape them up really quick!

Only thing I can say is I hope the employees experience the same level of service they provide to apple customers when they are a consumer in their own day to day lives. This place sucks!

Do not buy apple. They will sell you imaginary currency in exchange for real money. Then, when your imaginary currency does not appear, they will keep your real money and tell you there is nothing they can do about it. Yes, you can just give me my real money back. But they wont.You sacrafice too many of your rights to belong to the apple congregation. Dont do it. They will steal from you.

Great location and friendly staff.

Good place for comp items

Genius Bar is WORTHLESS!!!!!!!!! Went in for my Airpod Pros they crackle, they dont even have the capability to run a diagnostic at this store..... SO WHY SET APPOINTMENTS you might ask? So they write down THEY CRACKLE and say the solution is to buy new ones... HAHAHAHAHA WHAT A JOKE. It is safe to say I will NEVER return to this store and this is my last pair of Airpods. A product they admit online is defective but the solution buy again!!

I went to have someone look at my broken iPad. Nobody in line. Told me I have to have a appt to come into the store. Ridiculous!!! I went to iPad Pro who quickly figured out my problem.

Don’t come here unless you have an hour to waste in line and you made an appointment before you come. Their Covid handling is Gavin Newsom‘s wet dream. Placed an order for some products online the day prior came in there was about 50 people in line. They told me I had to wait to pick up my stuff in line. Apparently everyone has the day off on Thursday or no one has a job.

Long waiting!They are short of employees! Hopefully will solve this issue.

Always busy as usual in an Apple store and this one is no different, they were helpful though and knowledge as well.

An awesome apple store!

I did not have an appointment and just walked in to trade in my iPhone 6 for an iPhone 8. Amanda was exceptional. Attentive and informed and very patient. It was a busy morning and she was able to attend to me and a few others while my phone transferred info. When I asked if I could share my satisfaction with her supervisor she said thank you and shes just doing her job. Well she does it with 5 Star quality and Im so grateful. This location should give her commendations for being a great Apple Rep. Thanks!!

Horrible customer service .

Wife picked up a new iPhone today. Staff was very helpful and patient with my tech-challenged spouse. 😁

Clean, great customer service, they answered all our questions with patience as it always expected from an Apple great culture.

Stopped by a few days ago, o ly to find out now you have to book online time to be allowed to enter the store. So went back home and booked for today at 2:00 pm. I arrive at 1:50pm, they finally check me in at 2:00 pm, asked for me to wait outside until someone comes to let me in. After waiting for 20 minutes, I asked the Apple lady how much longer do I have to wait, and she was very dismissive, said that they were running a little late, she had no idea how much longer I was supposed to wait. I finally left and went to the Verizon store, where I could enter without any online reservations. What horrible customer service! Makes the DMV and Post Office look very good in comparison!

Arrived initially at wrong Scottsdale store. Kierland store everyone was awesome! Very disappointed my laptop was too old for repair.

Get all your phone accessories here

Very crowded but u can try their products.

Well, I decided to make the leap from Android to the new Apple Pro Max. I went online to try and make an appointment for a day I could actually go. The reservation system is a complete joke. After several phone calls and being put on hold a total of 2.25 hours, I finally was able to speak to a live person and they tried calling the Scottsdale Quarter Store and they couldnt get thru. After several days I was able to make an appt. Arrived and had to wait 45 mins past my appt. time. Once inside and with my assigned sales person, the experience was awful. This guy had no more idea than I did about completing an online order. We had to keep starting over and reentering everything. If this is the kind of customer service Im going to experience going forward, Ill be returning to Android. From start to finish a miserable experience.

Rip off they told me my battery was good and then tried to sell me a new battery instead of replacing mine under warranty total fraud.

OPEN your stores and let people in to fix their phones/devices, as right now you let people in only to purchase... thinking only at your profit ... only the people who come to meet a technical team spread the virus? The ones that come to buy don’t spread it? To buy something they let you in immediately, to fix a problem on a phone they make an appointment in 3 weeks... shame on youI was 3 weeks ago to buy a watch I was in in a few minutes, after a week I was to fix something on my phone they make an appointment in 3 weeks

Made appointment for 11:30 to get two screens on my 2 phones fixed. I arrived and am told I am gonna wait in an hour line when my appointment was at 11:30 also they will only fix one phone because I only had one appointment. Then they are still pushing their face handcuff agenda which is not constitutional on Arizonans especially since all mandates have been lifted for some time now!! Do your job or move your agenda stricken store somewhere else

Annoying strict about masks

I’m giving Steve the 4 stars do to fixing the problem with my phone outside for me (being a veteran with med reasons I cannot wear a mask) amazing customer service with him. However the rent a cop out front on his power trip and I wanna be a real cop attitude was horrible. Apple needs to remind the security there not law enforcement and need to approach customers with respect. JS. Anyway thank you again Steve.

The customer service is terrible. I went in for a new phone and dealt with several unfriendly employees. The store makes everyone wait in line outside where employees aggressively require masks. Strange and unpleasant experience.

So long from my home

Apple Store forcing customers including my 10 and 12 year olds to wear masks OUTSIDE the store while waiting in 30-45 minute lines in 105degree heat the other day! I have no problem wearing one inside, but outside while social distancing is a complete lack of common sense and UNSAFE! I am a veteran with 21 years of service and employee Nate was completely disrespectful and talking down to me and could not explain why we had to wear them outside, only threatened to not serve us if we pulled them down to try and breathe! Get it together Apple and train your employees better!

Apple is Apple irrespective of which store you go to! Good job guys

Apple store in 2021 be like when we are open you can pay us all your money. When we are closed you still pay us all your money. I sold my apple phone last week because this company does whatever it wants.

No long let a retail location. Now it is just a pickup location. There is no longer a way to shop for products.

We spent about 3 hours there getting everything done that we needed done. Everyone was friendly and professional. I’m giving Nicki/Nikki an above and beyond. We would have had to make another appointment, but she walked us through all we needed to know, and got us out of there without having to come back. Five stars for Nicki!

Jose is the GOAT!!!!!! Best service ever received at any apple or technology store for that matter. Really took the time to help me figure out my issue (Over 3 hours) and he was just as nice/enthusiastic about fixing the problem the whole time. I really appreciate it

Incredibly helpful sales staff. I do not own any Apple products myself but was in purchasing earbuds for my college age daughter. They helped me select the correct ones and they also price matched Amazon.

Don’t even bother stopping by. You need an “appointment” to even set foot in the place.... and same day “appointments” are not even available. I guess Apple makes enough money, they can give the middle finger to customers who want to show up and BUY THEIR PRODUCTS.

VIVA TRENT AND JACOB

Today I went to the apple store I got in line I was the only one there and this gentleman ( Brandon) was standing in front of me didn’t bother on greeting me or acknowledged me to ask if I need help or been helped, he looked at me straight in the eyes and continued to walk away to help other customers i was so bothered and upset that they have employees that show no customer service. I’m never coming to this apple store again !

Sold me the wrong phone cover...twice

I had the wonderful experience with a staff member, named Jordan. Honestly a great guy, a fantastic employee. He made me feel welcomed and was easy to talk to, funny too. I had problems with my Mac and he helped me out to his fullest. When I was having troubles with my warranty that didn’t stop him in helping me, he just kept working with me the best he could. The way Jordan went out of his way to assist me was unbelievable, genuine kindness. SERIOUSLY, THIS MAN DESERVES HIGH APPRECIATION. He made bad news and a day I thought was heading bad to a great day with hope and happiness right back in so quickly. I hope he knows what he did meant a lot to me, this man deserves a raise or something BIG & GREAT. I hope when I go pick up my MacBook he is working that day because customer service can be a hard job and I want to show him his helpfulness and kindness went a long way and have him know he is highly appreciated. Good job, Jordan and keep up your amazing work. 👏🏼💖

As others have said, their customer service seems great to begin with then you wait, and wait, and wait.There are many employees here to sell you Apple products. There are not many to help you with faulty products you’ve already purchased.As this is my 4th time here in a week to have my phone repaired because of an update that made it unusable, you’d think I wouldn’t be for 50+ minutes now.

Big shout out to Amanda who was very patient, understanding and took the time to resolve my problem and give me additional information for future reference. I walked in, no line and was helped immediately. Thank you

We got transferred here from the Scottsdale Fashion branch because they had a loaner phone available and had a much better experience. My husband was really impressed that one associate balanced four rather disgruntled customers with patience and cheerfulness. We went at about 4 pm on Tuesday. The wait was probably 20 minutes, which was pretty decent given the general busy nature of the store. Kudos to the Scottsdale Quarter team!

Closed due to communism. What happens when my phone gets a virus billy?

Apple use to have classes frequently....well actually they use to have one on one classes...they just keep adjusting things. When a company makes changes you need to make them in the best interest of the customers...the changes they keep making inch further and further away from helping customers understand their products. If there going to take away classes they need to provide tutorials at their web site when they are looking in for help to understand a product

I’ve been to the Scottsdale Quarter Apple Store about twenty times over several years. Usually I visit for the Genius Bar staff help with a question or issue and other times to purchase another cool device. It’s a busy place often so recommend having an appointment and most times my visit costs me nothing. I also have had good luck with the talented staff and leave thankful most every time. Keep up the good work Apple Store employees.

I had an appointment to replace my laptop battery at 1:40, and I got there around 1:20 and the Genius people immediately started to help me. They were well informed and very friendly. I also went there once before during the busiest time and I was able to get help pretty fast.

They were nice and professional in giving me advice on what to next though they couldnt fix my problem since I was near my travels. Overall, they are nice and great people there.

Before going here take some anxiety meds if you have an issue with over crowding or a lack of patience. Prepare yourself mentally. Do some yoga beforehand... idk what u need to do to go in with a calmness about you, but do it. It will take some time for help. This is a very busy store, thus the preparedness antics above. Prepare to be there at least an hour unless u just need a new case, a charger or perhaps you just want to blast the Apple speakers to irritate shoppers. The staff is very knowledgeable. They are here to help you. Just realize that the older generation may have arrived before you and are completely clueless on how to operate computers, phones, tablets, etc. Apple has many employees in this store. Just find one that isn’t busy and don’t let them out of your site. Stick to them like chewed gum on a hot sidewalk. Strangers may walk up and try to steal them away from you? Don’t let this happen. Remain calm and radiate kindness. After an hour or two you will more than likely leave with an empty pocketbook but happy nonetheless. Thank the Lord for technology.