Always friendly, always helpful. I like that they have portable registers. No waiting in line to buy it. Shame, I'm not a fanboy because this store would make me want to spend my last cent. Genius bar needs an appointment. The line to do that is long. However, you can do it online. And it's better than the alternative of waiting in-store to who knows when to get help. read more

This was my source of a computer when I was here for vacation. I think the staff understands that this is a spot for tourists to check their mail so they don't bother you.. I overheard a salesman say to the person next to me.. "Oooh.. Myspace, eh?" read more

This location is always a madhouse! I always lower my expectation of customer service here, but am still disappointed. First case was when I came in looking to possibly by a Macbook Pro. Finally I see a display freed up and I try out iMovie and Final Cut Pro for a bit. I had a couple of questions about them working with my HD camcorder, but no associate came to check on me. There definitely was one nearby, but all she did was say hi to people passing by and standing around. Oh wells, after a couple of minutes later I left. I ended up ordering online. Another time I stopped by to check on accessories for the iPad 2 I got a couple of days earlier. I ordered it online and received it less than a week after launch date. I was surprised when an associate asked if I needed help. I was looking for a compatible case and he recommended the smart covers. But I dunno if he had a long day or really didn't know when he said he thought that the iPad 2 came out 2-3 weeks ago. read more

This location is always crowded! I try to avoid this location, but sometimes it's unavoidable since it's so convenient. It's located on the Macy's wing about 2-3 doors away from Macy's on the second floor. Like every apple store they have all products and services there. read more

This place stinks... literally! I made an appointment in attempt to change my battery and had to wait over half an hour and heat and moldy smell! They gave out some free tiny water bottles but they were all warm! Gross! Had to talk to 3 people explaining the same thing over and over. After all that they were out of batteries!! A week later still waiting for a call, not looking forward to going back. They really need to fix the ventilation in there. read more

Plus: It's closer to me than the other ones. Usually has what I am looking for. Minus: Customer service could be better, way too busy. I am thoroughly happy with my Macbook Air. Unfortunately, I wasn't impressed with the customer service. When I asked if they had it in stock (which I had to flag someone down though it was a slower time of day), the employee didn't seem to believe that I was able to purchase it. It was a rather odd experience. Either way, he rang me up, it was a quiet purchase, he didn't say much, and wasn't happy he had made a sale. I probably will be by passing my purchases at this location. One would think a purchase of over 1k would get some "happier" customer service. I am not looking for "Disneyland happy" but at least happy that you made a sale. read more

Decor: Standard Apple store look and it was located in the Hawaii mall. Service: Service can be a wait especially if you go during peek times on the weekend, if so make an appt online or through Apple App Store App. read more

May was the bomb! Normally, I hate going to this store. Period. However, May totally made it worth. He was helpful, pleasant, professional, and went out of his way to make my experience unforgettable! I wonder if I can request him on my next visit....hmmm... Forgot to add guy in the straw hat was awesome too! I missed his name and when I went back to thank him he was gone...poof! Guy in the straw hat from today, YOU ROCK!!! read more

We've gone here a couple of times to get help from the Genius Bar. It really, really, really helps to make an appointment SEVERAL days ahead of when you NEED to get the help you need. They get booked up super duper quick. If you don't make an appointment, you're gonna take a big risk of sitting there waiting for a chance to get help and hope that someone misses their appointment. BUT if you do make an appointment, you'll still have to wait at least 10 minutes when you get there on time. It sure beats waiting for a couple of hours. The service is great. They ask the questions they need to help you and are quick as they can be about it. They're pretty patient and do the best they can to help whether or not you like their answer. read more

What can I say about the Apple Store? I love Apple and the products.. I usually end up here because it's more convenient for me (close to home and close to work)... The Customer Service is impeccable, but there are some down times because the store can get really crowded, really fast... I went there with my hubby and kids to buy my mother's day/bday present, an iPad 2.. I was sad to see that they were sold out of the one I really wanted (the black 32GB).. I think that they should carry way more supply for the demand that the store gets. I settled for a white 16GB.. Other then that, my experiences with the Ala Moana Apple Store have never been bad... But I'd definitely come here again... read more

A great place to go if you're looking to get a hands on experience with a Mac. Great friendly service. Makes you feel like you're at home. It does get pretty busy at times, and sometimes hard to get help with all the craziness, but non the less, what do you expect from a store that EVERYONE wants to go to?? Lol.. Can't wait for them to open up their bigger store! read more

Multiply times to come in and try the new IPHONE 5 and New Ipad. Already have iphone 4 and ipad 2, so making sure I make the right decision to upgrade. Always busy place, helpful staff to answer your basic questions, have to weed out rude tourist though in the waikiki store. read more

This is one of the busiest stores on the island. The staff here has always been helpful and friendly. I once needed to have my iPhone looked at due to the home button not working and it took less than 15mins from the time I walked in, to the time I walked out with a newly working phone. If you have a problem with your Apple product make sure to make an appointment as it makes things go much smoother and you wont have to wait around for someone to become free. (There's an App for that.) read more

The main reason why I continue to be a loyal apple fan. Because of their expert service, commitment to their products, and ease of talking to one of the many employees there. My iPhone 6+ was acting all kinds of crazy and turns out there was an issue with my phone and the guy was more than happy to swap out my phone. I was out the door with a new phone in about 15 minutes. read more

The people that work there judges you. The moment you step inside the store. If you look as if you don't have enough money, they won't help you. Some of people just don't give a fu** about those who look as if they don't have much. I seen the workers eyeing me and some looked directly at me as I went to approach them to ask for assistance in buying a phone but they went off to talk to their other coworkers. They were laughing their asses off and talking to each other so intently I decided not to interrupt. I found it strange....the tourists received help right off the bat as soon as they walked in. I was told to wait. I do not spend much money on decent clothings nor do I look as if I had the money but I went there for a reason. I sacrificed a lot just to go there. I was only approached by ONE WORKER ONLY when there were tons of them. One was better than none but still, the fu**. The guy asked if there was anything they can do to help to just let them know, which was great. It took awhile for me to find an available person to help and assistance came, they guy was Thomas, I believe. They're both cool. But, the rest of them.... read more

My iPhone was acting up...AT&T made me wait an hour ... took one look at it and told me to take it to the Apple store I automatically assumed I'd have to wait forever and probably pay an arm and leg to get my cell fixed. Instead I was meet at the door by an incredibly helpful staff. They tinkered a bit with the phone and quickly realized they couldn't fix it and swapped out my broken phone for one that work. Thank you Apple store! You guys are awesome! read more

The products are avg/good. Although, the reason for my visit was that my keyboard just died without reason. I guess if my computer is so old (4-5 yrs), it "happens?" At least that's the response I got from all the sales staff. Still. First visit, I was given a choice between new keyboard or new computer. I said how much to fix, "$140". How much is a new computer? "Starts at $999." Okay. I guess you only mumble one line sentences? Strange. No smile or expand my options. As I was considering my options, he said, "do you want to fix it or what?" Okay. okay. I'll fix. Next day it was ready! (That's why two stars) and went to pick up and was told about their recycling program. Darn. Wish he mentioned that yesterday. While this new girl was not rude, she was definitely not polite or helpful. Just got the feeling like they don't really have to be nice or helpful unless you are spending tons of money there. What happened to good customer service? read more

There are good things and bad about this store. I will try to make this review a bullet point pros/cons. PROs -------- - Huge selection of products - It is all Apple and the new store is laid out amazingly - It is clean and tidy and there are plenty of customer service reps. - Purchasing is always a zip here, just scan and swipe and you are on your way! LOVE IT!! CONs --------- - It is always crowded in here, there is never a lull in business - - piggybacking off this CON, there are always tons of random people in here that have no business being here other than uitilizing the free internet. I hate going in here because of these people who are leeching and in the way of customers that are trying to check out products. They are not well managed and a big drain on the amazingness that this store could be. This is the only real CON that I have with this store and what easily keeps it out of 5-star status. Bottom Line ----------------- Great store with a great product at a reasonable price. Be ready to throw some elbows to get through here and willing to tell some punk 14 year old kid to get the hell off the iPad 2 and to stop Facebooking. I don't think his allowance will cover the price tag. read more

I came here a while back to have my brand-new phone replaced. It decided to shut off at random times and it was really annoying. The Apple Genius couldn't figure out what was wrong with the phone but that it was most likely a hardware issue. Thankfully the phone was still under warranty and they decided to replace it free of charge. I only had to wait a couple of days for the phone to come in. The new phone has been working without a problem for months now and I am happy. I occasionally pass by the store to check out some stuff but it is ALWAYS crowded and it's hard to just browse the accessories surrounded with tons of people. When I've bought something at the store, it's always been a hassle trying to a free employee so that I can pay for my stuff. They always seem to be busy and they tell me every time "Did you know we have an app for that?". Yes I know, I'd rather not use it. Overall, it's a great store but just a bit shy of 5 stars. read more

To make a log story short. THANK YOU SO MUCH SHANE!!! You literally saved my day. Your patience and understanding of my situation just really helped everything. I'm normally apprehensive about going into the Apple Store. But everything was great. Thank you thank you thank you!! read more

Best service ever!! Associate Justan Gálvez rescued my problem situation on my new iphone 6 activation. After numerous attempts by other knowledgable store consultants including live support from apple care, Justan came to the rescue and remedied my situation. Justan was extremely patient and took my frustrations away. Apple Store surely has the best employees but Justan took it to the highest level of customer care!! Thank you Justan read more

Excellent service- just be sure to make you Genius Bar appointment online. Even better- they were open on January 1st since the Ala Moana Center and Royal Hawaiian locations are right in the heart of tourist attractions. The Genius was able to diagnose what was going on with my new iPhone 6S and Macbook Pro Retina. He got my Continuity back up and running. read more

I have been to this story a number of times to peruse the latest and greatest Apple products and/or use the internet fast kine but I am writing about my second trip to the Genius bar ever, and first at this location. My tech was amazing. He was very friendly, able to share what he was doing in a language I could follow, and he made an effort to understand what I do (in addition to Marketing, I'm a Writer) and gave me some quick tips that will definitely help me in moving forward. I had to leave my computer overnight and the tech who helped me the next day was quite pleasant as well. While I've heard of folks that work at Apple who hate it, the peeps I had the past two days were 'crisp' to encounter. read more

Bad customer service from 2 reps until Kyle came to the rescue. See Kyle if you have questions or concerns. Otherwise skip this location and head over to Kahala location! They are great there! read more

I have tried several times getting help with my iPhone, this location and other; zero help, same problems. I have teleconference with doctors, fixing phone problems now urgent. Zane spent tons time, went above and beyond skill sets anyone I've experienced, and fixed ALL problems. Crazy unreal tech skills this guy has, wow! Zane, mahalo piha. read more

Outstanding, friendly, mostly knowledgeable service personnel that will find another colleague if they need. Made an excellent purchase and warranty exchange that was an example of near perfection in customer service. These people really care. I highly recommend for anyone interested in the incredible Apple product lineup. read more

BEST customer service! I walked in at 9:30 to see if I could make an appointment. He told me to come back in 10 minutes. Sure enough I come back in 10 minutes and I got right to the Genius Bar! The guy that helped me was really nice and patient, as I'm a little technology challenged. Our desktop doesn't turn on, so he ran a few tests and solved my problem. He was very thorough when he explained what happened! Everyone working at this location, genuinely appears to love their job! All greeted me as I passed them and everyone that I turned to for help....totally helped me above and beyond! Good workers are hard to find these days! read more

I walked in to check the battery life on my 6s+ because a full charge no longer lasts even a half day on my phone. The store was somewhat empty when I walked in. When I inquired about my battery and was asked if I had an appointment. SERIOUSLY?! When I said no, I was told I could make an appointment 5 days in the future. It sounds like you have a gigantic problem with replacing batteries if you are 5 days behind schedule, possibly you should hire more people read more

New computer for my niece's graduation...contemplating on upgrading my 11 year old Mac book pro. Hmmmmm...

Everything is overpriced there. You can find everything there online and at a much cheaper price. It's just the allure of the store display that captures the lemmings. Yes I do have a Mac and very happy with it. read more

Soo irritating. Walked in and asked for help with fitbits. The guy pointed in me in the direction and said someone will help you over there who specializes in that area. Asked a guy for help, he had no idea and dissapeared. Waited 40 minutes and no one asked if I needed help. After I decided to get a fuel band and get out of this damn place there were only a few people who could actually ring people up. How is it that they have 25 employees working and only 3 cashiers? No fricken clue. Sorry apple horrible customer service read more

My first review, so hoping I do this justice. First off, if you have ever came to this store, you know its always packed!! I went there on a Friday evening and lucked out with about only 20 customers.. Mostly just people there to play/ browse on the products. We were greeted by every employee we passed, which is amazing as there were probably 60+ workers!! Anyways, I came to buy a laptop for a trip that I had. Our old laptop crashed and I figured why not a macbook? I have an iphone/ ipad and I enjoy both. The employee that assisted me was Shannon. He knew everything about these laptops. I came in doing a littlw research of my own and wanted to purchase the macbook pro. Shannon had pointed out things in this product that was closer to obsolete vs the newer retina and air models. He def saved me money as the macbook pro was $100 more than the 13" air i bought and when compared to my coworkers macbook pro; its light years faster. Also Shane, start up specialist, had assisted me in getting started with my air. Changing the settings and updating my icloud were just some of what he took care of. All in all, you know what youre getting yourself in to price wise when buying apple, but this experience was just one of many pleasurable ones my family and I shared and recommend anyone to come to this apple store. Dont be afraid to ask questions. Thats what theyre there for read more

The team at this location is great! My husbands phone died (unrepairable) so I took it to the Kahala location. They were not helpful at all, so I decided to go to this location and I'm glad I did. Everyone I talked with was genuine and helpful. Justin helped me out at the Genius Bar, and he was awesome! I got a replacement phone and left feeling much better about Apple's customer service. read more

The Apple store in Ala Moana has great services. I have bought a lot of their products in the past from them, and I had no problem with their sales reps. However, just recently I have noticed that every time I call their technical support in the mainland. Some of their tech support are not too helpful. They're helpful on explaining how things are done, but I had run into a senior adviser that had help me, but the way he was talking to me was sort of rude. I understood what he told me, but it seem that he didn't understand that I understood the problem, so he sort of belittled me saying that I don't know how many times I can explain to you...etc. In addition, I have called previous to that call and the tech's that answered my call couldn't hear me on my phone, so I ended up hanging up. If their employees are too intense with their job, maybe they need to look for another job. read more

Expect to wait hours to see the Genius Bar after checking in. I came to fix my phone (which is less than a year old). They told me there was a 3 hour wait for them to see me. Three hours later they text me that they were ready to see me. I checked in and 1:30 later they hadn't attended me yet. The customer service wait is terrible! Even people with appointments were waiting more than an hour. They need better management. read more

WoW. Went to Apple around 7PM, they gave me an appointment for 7:45. Kind of annoying as hardly anyone in there, I'm vaccinated and trying to spend some money. Anyway they let me in about 7:40 and sent me to the table with some iPads. The female employee who came by was rude, obnoxiousness doesn't understand her product. I told her I wanted the wifi w/cellular and she said I'd have to pay monthly. I told her I'm probably not going to activate it and she insisted I didn't need it. I told her I need the gps and she's like what's that got to do with it and nobody needs GPS? We'll as a pilot yes sweetheart I do need GPS so my apps work properly. She was clueless and kept her superior attitude even though she obviously doesn't understand Apple products. She made me hate apple as I'm writing this review on my iPhone. Of course I'll get over it and either buy online or go to Waikiki. Was gonna talk to the manager but figured I'd cut her some slack. But I was there on 5/21 for a 7:45 PM appointment she knows who she is. Please get some training and an attitude adjustment. And don't talk down to people like they're stupid especially when they are obviously way older and more experienced. read more

Worst customer service I have ever seen in a retail store ever. Absolutely no desire to help the customers what so ever very unattentaive and in the middle of assisting me decides to cut me off to suck his girlfriends face Yes JOSH thank you for the amazing experice at Apple store I'm glad I drove across the island just to be disapointed by your poor service and lack of desire to assist me. read more

Prepare to wait a long time. Lots of workers standing around but takes forever to make a purchase. They really need a new system to assist their customer service. I really wished i read the reviews before coming here read more

I walk in & luckily the wait was not that long. The guy who help me was very knowledgable. I recommend christian he's very helpful. He knows his job. He make it easy to understand. read more

The Apple store itself as well as the employees are amazing. I bring my two little surfer dogs with me and not only is it not a problem they typically get attention from the employees as well as customers. My only gripe is with apple corporation itself not the store so I'm not sure I'm in the right place for this review. I have a 2012 MacBook computer that Apple replaced the motherboardTwo years ago. To say I was disappointed to find out that they would not cover or even discount their replaced motherboard that failed is an understatement. I'm disheartened with Apple while I love their products(I have had very many iPhones) My computer is now cost prohibitive to repair. It's a shame for me personally as well as the nonprofit that I am affiliated with is going to be one of (if not the largest project on Oahu than beyond) We will need hundreds if not thousands of computers. I can't with good conscience or business sense recommend Apple. I've been very wealthy as well as very poor I feel for people in need as a situation as this (I've personally been in) can be the difference of continued financial success or extreme distress. read more