I've shopped at this Apple store since it opened. I used to drive 75 mi (RT) at least once a week for free classes and look at new devices. The staff was nice, knowledgeable, and NOT condescending. In addition to the classes, I had a lot of fun. In the last 2 years, I've found the staff to be just the opposite: arrogant, impatient, unfriendly and ignorant (or just playing ignorant because they do not want to help). A couple months ago, I had an appointment for helping me choose the best Macbook for me. When I got there, my name was NOT on their appt list. But I WAS directed to a table. I'm 77 and disabled (not in a wheelchair but not able to stand more than 5 minutes). I explained this and asked if I could have a chair. Eventually, a young man pushed a stool across the floor toward me. I retrieved the stool I sat a table for 40 minutes. My back felt like it was breaking. No one came to help me, so I left. Perhaps this is the "new" Apple customer service, or perhaps it's the policy of the store manager. Whomever is responsible for this Apple attitude, I DO NOT LIKE IT. I've been buying Apple computers, iPads, iPods, iPhones and accessories since 1990, when I bought a Mac IIci. (My IIci was still working great but not Internet-ready. I had to buy a newer Mac when we got Internet service here in the hills in about 2002.?) It's very frustrating trying to buy an Apple device and get help at the Crossgates store. read more

The fact that apple changed their headphone jacks is ridiculous and extremely frustrating. Now i am on a 7 hour cross country flight and I brought my headphones for my phone but they don't work with every other jack in the world and on my plane. I hate apple products so much. They are selfish and make their customers have to big more products just to maintain a normal routine. Hate Apple! read more

I've given the Crossgates Apple Store a negative review due to the fact that it is supporting a foolish Apple policy whereby Apple refuses to service its own computers if the iMac iPhone iPad has ever been serviced by a non-authorized Apple repair center. Buyer Beware! When I let the Lead Tech know that I was very upset by this policy, he offered to connect me to the store manager who he said could, "perhaps provide some sort of discount on a replacement computer". If you're interested in more details about my debacle then read below, otherwise you've got the gist of it. I am a small business customer of this Apple Store. Five years ago I purchased a $3,500 iMac, now long out of warranty. Until recently it had never moved from my home office. Recently the computer became non-responsive and displayed blue and white lines running diagonally across the display screen. A quick search online suggested either the display card or the motherboard. I brought it to a local computer repair shop who put a used mother board in it (a cheap fix) but they found that board to be faulty and hence reinstalled my original board. They noted that new parts are most economically purchased directly through the Apple Store and therefore I should bring it to Apple to perform the service work. Upon opening up the back of the computer the Apple tech noted that a few screws were missing and a few in the wrong place and that an IR sensor was bent. I was asked if someone else had worked on this computer. I gave an honest answer, yes. I was then informed that Apple policy restricts authorized dealers from working on a computer that has been previously worked on by a non-authorized shop. I asked the lead tech and later the store manager to imagine having his Subaru worked on at Monro muffler and then bringing it back to Subaru and having Subaru refuse to service your car because Monro had worked on it. I asked for an explanation why. The store manager politely offered the following explanations as possible reasons for this Apple policy, "if an unqualified person worked on the computer, the Apple tech would have no way of knowing what was previously done to the computer and therefore it's possible that the Apple tech could be injured as a result, might not be able to repair the computer, or could replace a part and have the new part fail...which is now under a 90 day warranty"...all risks which Apple is apparently unwilling to make. I told him that I would be happy to pay in advance and also sign a waiver releasing them from any liability. He politely explained that it wasn't his policy but rather Apple's policy. My negative review is a reflection of a foolish Apple policy which spits in the face of commonsense customer support in place of cover your $#%. Either the tech-support team is not trained well enough to deal with a few missing and misplaced screws, bent IR sensor and unplugged cables (as they found to be the case with my iMac) or they feel that their bottom-line could be negatively impacted if someone else's repairs causes their newly installed part/s to fail prematurely ... while under warranty. I'll guess it's the latter. I'll also guess that this type of policy helped add to the $40+ billion profit last year. Meanwhile I have a $3500 iMac computer paperweight which Apple refuses to repair. Thanks for caring about me, Apple. read more

I am so pleased to have Apple Store in Albany so convenient. The staff are great very helpful waiting in line could be pain in the A$$ to ask questions or minor issues. Majority of time before I walk in I have already have in mind know what I want, Apple Tech never gets old ;) Decided to get myself another IMac this time little bigger 27" the damn things looks like TV on my desk lol but I love it. I just wish Apple could could come up with customer loyalty program rewards could be converted to discount 5-10% off. The next device is to upgrade my iPhone to 5S shortly. read more

If I could give no stars, I would. Had an iPhone 6 that was acting up so I knew it was about to go- it was having some issues with the battery not holding a charge for very long and then it would shut off even though it would say it had 80% battery life left. So my phone shut off and would not turn back on while on the charger like it normally would -looked like it was charging but would not actually turn on and was like that for hours. Brought my phone to Apple -they plugged it in to run a 'diagnostics' test for about 5 minutes and told me that I was doomed. That it would never turn back on and were just trying to sell me a new phone. I had about 3 years worth of photos and videos on that phone that I was desperate to get off that Apple told me I would never get back. I was devastated. The guy I worked with at Apple basically blamed me for my phone dying because I was not using Apple chargers. He did not take any time to try to fix my phone other than plugging it in for whatever diagnostics test he ran that said it would not turn back on. Because I had not backed up my phone recently I was worried about not being able to get my photos and information off my old phone- he said I was out of luck. The rep said that I could maybe look into a 3rd party to try to help me but said that they are very expensive and not guaranteed. Needless to say - I did bring it to a 3rd party (Phone Wizard 100% recommend them to anyone who needs REAL help). They were able to fix my iPhone by putting in a new battery -SHOCK- which is what I went to Apple for but they said they couldn't do. My phone works just as new and I am able to thankfully get 3 years worth of sentimental value back. Apple can't even take 10 minutes to try to fix their own phones and provide their customers who spend money on their expensive technology with some decent customer service. They are more concerned about meeting their sales quota for the day and pushing you to buy new products. read more

I had an appointment to have the battery replaced in my 6S. I got to the store a few minutes early and it was jam packed. For some reason it always feels like chaos in these stores, people everywhere no clearly defined lines or order. But somehow if, you have an appointment, they always check you in, get you where you need to be and help you out. The store was overflowing and I only had to wait 2 or 3 mins past appointment time to be helped. They took care of the phone and the experience at pick up was the same. Chaos controlled. read more

Super helpful team at this store, really accommodating with social distancing measures and I happened to walk in when they all starting singing Happy Birthday to a manager which was really sweet! Nate and Tyler(could be getting the name wrong) from the Genius Bar were super helpful! Very satisfied customer read more

I've visited the Crossgates Apple Store a handful of times, both for myself and the husband, and we have always been very impressed with the customer service. The staff here loves the Apple product, and it shows. They are very helpful, exceptionally personable, super knowledgeable and always eager to find an answer if they don't know. They seem to really enjoy their jobs - how novel! My only complaint? Last I checked, they had a very disappointing selection of accessories for the iPhone 4. And by "disappointing", I mean that they had zero cases on the shelves. Good thing Apple shipped me one for free! read more

Another horrible experience at Apple. They treat you like dirt. Here I am trying to buy an iPad and they just don't want me to buy it. If I were not a middle class white women I would start to have a complex. read more

This was the worse experience I have had with Apple, and none of them have ever been great. They started the curbside service for the Genius Bar, so I showed up 10 minutes early and was given my number to wait. I then had to wait an additional forty minutes to be serviced as cars were tended to who arrived after me. Finally, when the woman did pull her cart up to my car, she acted like she had no idea why I was there even though I had booked the appointment specifically because I had three broken keys (one of which, mind you, I had fixed a few months earlier). She took my laptop and fifteen minutes later returned saying she was going to ship it out for two weeks--in the middle of everyone working at home. When I tried to explain to her that last time I had this issue, they were able to fix it in a different store, she tottered back, only to return and say there was nothing she could do. She also was unable to tell that I had a plastic case on the front of it. I wish the store had answered their phone before I drove an hour only to have to deal with their completely incompetent staff who had no idea what to do with my device and arguably understood less about it than I did. Do not waste your time here. It is set up with the intention of getting you to buy new products. read more

I have dealt with many Apple stores all over the world over the years- all great- except this one. The problem at Apple Crossgates Albany Store is the unbelievable lack of professionalism of too many of the junior staff as well as a remarkable condescension by the leadership there towards customers. If you read the other 1 and 2-star reviews here of which there are too many, you will see exactly what I'm talking about. Employees at Apple Crossgates seem to forget Apple's brand image- and that they are selling some of the priciest items in the market- and that really high-end customer service is in order. Instead they have become brazen and abusive towards customers as I experienced in the past and especially last night. In the past an associate insisted on multi-tasking after I waited an hour after my appointment was supposed to start- unfocused and mostly taking to the other customer- he assured me he had saved all my business files before he wiped clean my entire computer. Astonishingly, even though he knew how devastating it would be for me any my livelihood- it turned out had not done what he promised and I lost all my company files- a setback which cost me my whole company and which I'm still working to resolve a year later. In the end it turned out he didnt look to figure out this action wasnt even necessary and that my computer- a total lemon- needed a third round of repairs instead of a reset. I approached the manager above him who acted like a schoolmarm as if I wasn't entitled to any help from them, and then finally realized he was clearly being an ass and waived $600 in repair fees. Then yesterday Apple Care would not help me schedule an appointment at Crossgates (a failure which Apple Corporate has since acknowledged and compensated me for) and so I had to go as a walk-in. It took me a whole six hours round-trip to drive there and I explained what had happened with Apple Care. I was told it would be a several hour wait and I explained I didnt have that much time and asked how else I could deal with my broken iPhone (like drop it off for repair or ship it to a repair center.) He then offered to get me in in 30 minutes. I thought that was fantastic, but after wolfing down dinner in 5 minutes to be back on time for my appointment, I found out I then had to wait another 50 minutes after my appointment was supposed to be to see anyone. It turned out there was a sea of about 20-25 people also waiting like I was for appointments that were running ridiculously over reasonable timing. This was just what I experienced a year earlier where they were so disorganized that they expected me to share an associate so they could make up for their lack of time management. After waiting 20 minutes I was told I had to wait another 30- and I was then told I could have solved my problem by calling Apple Care (even though Apple Care didn't tell me this) I asked to speak with a Manager who then told me I should have been grateful for them misleading me by providing a time slot I couldn't use- he refused to hear why this was no favor to me. Again, I repeated, I didn't have that much time and would have taken alternate measures had I known. But even though I had explained this from the beginning, the so-called manager on staff expected me to be beholden and grateful for something I would have declined had they been honest and told me so defensively and with shocking, theatrical condescension. And so I said what I saw- never mind, this just isnt working and started to walk out of the store. Then he laughed at me in front of my elderly father and all the customers around me. It was audible and intentionally dismissive, like a bully who wants you to know he's in control and wants you to be humiliated. I said I couldn't believe a manager at Apple was laughing at a frustrated customer and asked is this what the Apple brand has become? Then he actually told me to get out of his store. I asked for his name and it turns out this morning I found out he lied about his name, knowing he had royally screwed up. As a person who has spent over $100,000.00 at Apple over my career I think that approach to customer service is unwise to say the least. It turns out Apple Corporate agrees with me and we are working together now to bring the culprit to justice. As bad as this all was, its actually the norm at the Apple Crossgates Albany store. Things like this happen every day and you can see when you have senior leadership like this its clearly trickles down to everyone working there. Think twice about that store- and think twice bout Apple Corporation in general. Its really fallen apart since the death of its founder. The new guard chooses to run around introducing unnecessary new iPhone editions and novelty products like Apple Watches when they should just be focusing on making fewer core items better. What a fall from grace. read more

So I'm a HUGE Apple fan. I live about an hour away but when I come here (about once a week), most (95%), of the employees are friendly and ready to help if needed. I still left out that one star only because some of the employees are just antisocial and really couldn't care less, but it's overall an inviting environment. I've been to many an Apple store across the country and if your in upstate NY, this is your best bet. Also, out of the stores I've visited, this one has an impressively large Beats collection, like one of the walls is devoted to them (10-15 headphones + earbuds). But that's just my opinion, your visit is your own unique experience. read more

Apple store itself was ok, but Apple replaced my logic board - and did not bother to finish the repair. I have already spent 4.5 hours over the last day trying to log in, to reset the keychain, to clean the NV RAM, to clear the PRAM, and now I cannot log into my documents. I have been online with chat - repeatedly - and it is just one ridiculous waste of time after another. And I still do not have a working laptop. Piece of ****. And clearly the techies get worse as the day gets later. This was my first time to buy a MACBOOK, and I will not make this piece of **** mistake again. It is no better than a PC - and costs 4 times as much. read more

How can you have almost 30 employees here and even I have an appointment.and it takes between 2to 3 hour or more to help me ???? Next time I need to bring food drinks and dipper with me !!super slow service! read more

Friendly reliable help with my iPad. It is now back in use after a software issue during a recent update.

Ughhhhhh! Horrible !!!! Too crowded - but worst part is my computer was there for an hour getting repaired and I got it Back and there's a big scratch on the cover!!!!! I'm so upset about it!!! read more

Went there because my iPhone button stopped working and tried to see about getting it fixed. When I told them that my phone was only 1.5 years old they told me that I could upgrade or play $200 for a replacement. They didn't try to actually provide any help other then how I could give them more money. The second time I went there they were as friendly and useful as a hemorrhoid. AT&t was more helpful when I called them about the iPhone then the people who make it and design it. read more

Today I went in the store to buy a new iPhone XS Max Case in one of the new spring colors. After not seeing them on the wall or anywhere in the store I was finally approached by an employee. I asked him if he could check inventory for a case I wanted. He looked and said it wasn't here. I asked him when the new spring colors would be in stores. He couldn't answer the question and kind of blew me off. Never offered to help me find them else where or order them for me. I had more questions to ask him but before I could he blew me off and went to help someone else. I was kind of shocked that he didn't care to make sure I had gotten all the help I needed. Very disappointed with this interaction today. The employees so should know when they are getting products and if they don't know to try and find out. They should also make sure the customer is completely satisfied before leaving to help someone else. Do better Crossgates location! read more

There have been so many times that I've walked in and haven't been helped at 10-15 minutes of signing in at the door. Poor customer service. Some employees won't even acknowledge you since you're not "their customer". read more

Yep. I'm an Apple douche. I'm that guy who relentlessly trolls his Windows-fanboy friends on Facebook. I first sold my soul to our Dear Leader, Steve Jobs, sometime in 2002. What's that, Lord Jobs? You want me to troll Joe D. the Windows Schlemiel on Facebook again? As you command, my liege. Being serious, though, I joke about being a rabid Apple guy, but in reality I'm not -- I'm something of a computer realist, in that I accept that Mac is great for some things, but PC -- be it Windows or Linux -- can do other things better. That's why I don't exclusively use Apple products. Without turning this into a discussion of Mac vs. PC, the important thing to understand is that there really isn't anything that a Mac does that a PC can't (or vice versa). This includes the good AND the bad: Contrary to what Mac fanboys will tell you, Macs CAN and DO get viruses and are not magically 100% secure. Windows is not the only OS that is vulnerable to attack. Get an antivirus system and be sensible when using your computer, regardless of which OS/hardware you use. Also, iOS is not the most superior smartphone OS. Being that iOS is a very closed system, short of jailbreaking your iPhone/iPad, other manufacturers with devices running the Android OS may be preferable. Which option is better is a very subjective question based on what YOU like, what YOU plan on doing with it, and what YOU want. The only exception is if the manufacturer under consideration is Dell: Dell is worthless trash. But I digress. I do love my Apple products. I got my past several iPhones (yep, I'm one of those guys who always has to have the latest and greatest), my iPad, my MacBook Pro, and pretty much all of my other past Apple computers from this location at Crossgates. I've always been pleased with the quality of service here. Sometimes it can get a bit chaotic with the huge-ass crowd in the store and the Apple employees scattered around trying to deal with them all, but they make it work. There are definitely a few guys here who have a slight chip on their shoulder, but all in all I've had great experiences here. I've had to deal with the Genius Bar on a few occasions, once when I assassinated my iPhone while rock climbing, and another time when a key on my MBP's keyboard broke. In both cases, I gave them relatively short notice and they still got me in, squared away, and out in a very acceptable timeframe. Ultimately, like I said, it really comes down to your personal preference. My preference is (generally) Apple. If Apple is what you want, skip out on Best Buy and other resellers, and come to this Apple store instead. They'll do a good job explaining the product to you and help you make the decision. As is the case when buying a car, take the time to think about it to make sure this is an investment that you want to make -- it's not cheap. read more

Made an appointment at this location... they said my wait would be an hour. They took all my info email and phone number but never called or emailed. Trading in my apple iPhone for a Samsung.#customerservice read more

I had just bought a new iPhone 6s and none of the contacts came over from my 4s. Four techs tried to figure out problem to no avail. Later in day I am visiting friends and 17 year old kid solves problem in 10 minutes. Usually love this store but not this past weekend. read more

I had an iPhone 4 that was about a year old when the power button stopped working. Brought it back to the apple store crossgates, and they gave me a replacement. They said that my warranty would be extended by 90 days with the replacement. All was good. Or so I thought. What they didn't say was that all of their replacements are refurbished. While I took care of my original phone, I have no way of knowing what the replacement phone's problems were, or how it was handled before I got it. I thought I was getting a new replacement, not a refurbished phone. Fast forward to a few weeks ago, when my replacement was out of warranty by a week or so. The power button on the replacement stopped working. After just a few months! Now, these iPhones only have a few buttons, maybe 5 or so, and you'd think apple would make them so they last more than a few months, so I made an appointment with the apple store crossgates to see what they could do. Needless to say, the first gentleman that helped was extremely nice, but told me we were out of warranty and there wasn't anything they could do. I reiterated I didn't think it should break after a few months (I am extremely careful with my phone, no scratches, drops, etc.) I kindly asked for the manager, and he told me that's what he would do, and wished us luck. He actually left us feeling optimistic. That's when it got weird. The manager, a middle aged woman, stopped over and explained that there wasn't anything they could do. I could have purchased the extended warranty, or I could pay to have it replaced with another refurb, and roll the dice with that one. I told her multiple times that I was unhappy with apple's quality and felt that I should have been given a new phone as a replacement when my original phone was replaced under warranty. She agreed that they should last more than a few months. Now all the while she was talking, she was covering her name tag with her hand. Like intentionally trying to obscure it, not something that looked natural or comfortable. I had never seen anyone do anything like that in any store I've been to, not even best buy! Pause here and think about that. I hate to say it, but in the past, apple's bent over backwards to help out their customers, and we deserve it by paying a premium for their products. They're honest with us, and we're honest and loyal with them, Now, if Wendi (I had to ask her for her name, she reluctantly moved her hand from her name badge so I could see it) represents this new apple, I, for one, want no part of it. In the age of Samsung, Microsoft's windows 8 ecosystem, and google making great strides with android, I guess it's time to start looking around again. It was fun while it lasted. Thank you, Wendi at Apple Crossgates, for opening my eyes to seriously consider the competition. read more

Some of the rudest, least helpful sales people I've encountered . Three attempts to spend $4000 went unserved. Me: I'd like to order a loaded Mac mini. They: hmff, you need to order those online, we can't help you here. Me: uh, ok I'd like an iPad and a watch. They: I don't do those, let me hand you over to this other drone. Me: I want a new model watch. I have a big wrist, can I try a leather band? They: Those are expensive! Here, try this rubber one instead. Me: uh... I can actually afford anything in this place, but whatever. They: you can also order them online. Me: uh ok I guess I will. If I didn't actually decide I wanted this stuff I would have been turned off. Ordered online during lunch, waited for the "it's ready" txt, back to the store, told: it's not REALLY READY, stand over there for 10 more minutes while we look for it. 15 minutes later another one approaches and says Hi what brings you here today. I sort of angrily say : get my stuff please so I can get out of this place. He leaves, and hopefully returns so I can go home. read more

Very unhappy with service. Bad enough to make me reconsider my commitment to Apple products.

My first experience could not have gone better. I was dreading it based upon the reviews that I've read. However, Tyler and Mike were helpful, professional, patient and very knowledgeable. read more

I went to this store a couple of weeks ago in June 2017 to resolve an issue about downloading an iTune purchase content. At that initial visit, not only was the assigned apple agent (a bespectacled heavy set Caucasian male with beard) unable to fix my issue, but he mistaken deleted files on my computer and blamed my computer for the disappearance of the same files he deleted. Consequently, I gave that agent a negative review in apple's customer survey email, so a store manager phoned to offer me another appointment, where he promised to address all my related technical challenges. Today, August 26, I was able to find time out of my very busy schedule (I live an hour drive from Albany,NYS), to rectify this same issue: 1) I was told that there was no notation on my account describing my purported previous visit and its associated reasons for that visit. So, I had to retell and explained to the assigned agent, an elderly Caucasian female with grey short hair) the same issue again, which did not help her understanding of my case ; 2) She appeared unable as to how to tackle my technical challenge so she went to an Asian male (with a long black hair and a high pitched voice) who was introduced as an apple specialist for clarification. The apple specialist told me repeatedly that my request could not be carried out by the apple store. Specifically, I requested that apple store assist in downloading iTune purchase content (TV show only) and once that content was stored on my Mac, it should be removed from my Mac to an external hard to effectively manage the limited storage space on my computer. The apple specialist affirmed that iTune does not allow iTune purchase content to be stored on an external hard drive individually (i.e.TV Show only), but rather, iTunes would only allow me to download an entire iTune library content on my Mac and then sequentially on my external hard drive. I, on the other hand, explained to this apple specialist that his point of view was not aligned with my previous experience with iTunes: iTunes does allow for individually downloading of purchase content and subsequent storage on an external source. At this point in the discussion, I requested to speak to the manager and the agent assigned to this case, was prompted to get the manager (a slightly bearded stout Caucasian male) for his input. He joined the table, listened to the discussion and much to my chagrin said that: "since the [apple specialist] is the smarted person in the store and he can't help, so there is nothing the store can do for me." I could not believe what I was hearing, I did not expect to experience this type of unprofessionalism, harassment, and dismissiveness inherent in apple store manager's response to this unique situation. Overwhelmed by the store manager's psychological putdown attitude, I decided to end the conversation and left the store without any resolution or incident. Deep in thought, I arrived home and decided to phone Apple USA to submit a formal complaint and spoke with apple support iTunes specialist who agreed with my position and apologized for my traumatic apple store experience. This was my experience at Apple Albany Store. read more

The lighting is very bright in here and begins to bother my eyes after a while of being in the store. But I went here yesterday to get my cracked iPhone 6s screen repaired for a 3:30 appointment. I checked in for my appointment at 3:20 and they had me and my boyfriend sit in the back for almost a half hour before seeing me which was a tad irritating but it was manageable. It ended up costing me $130 something to have my screen repaired which is quite the dent in my wallet, but it's Apple, what do you expect? read more

Very pleased with the service there compared to a lot of other reviews. Right when I walked in a nice man greeted us and it was a few minutes wait for a staff member to buy a phone but it was fine. The lady was very honest about things and seemed to be a good employee. I like how they manage their huge crowd inside that store and it's a very nice store. I recommend buying from here if you buy apple products a lot. It was worth the 30 min drive! read more

Enough to make me consider other options. New battery deal - no rush the deal is on for a year - would have been helpful to know. Called Apple to inquire about the new battery deal for my iPhone 6. My battery was assessed over the phone, and the tech set an appointment for me to bring my phone in for a new battery. That's not how it went at the store - I had to wait 15 minutes and then sit through a group session with others with battery issues, where the employee explained that the media hype made people think they need a new battery and people are rushing in.... as he went through and ran diagnostics on each person's phone. We were told we could avoid the group session by calling ahead... Clearly the apple support by phone who makes your appointment does not communicate with the apple support in the store. Be aware battery replacement takes 2.5 hours. Total waste of time. read more

Cracked my iPhone 6 screen doing some overzealous jump roping. Went here although I was a bit pressed for time. Luckily they were able to get me in and out very quickly. Went to pick it up the next morning and they said it failed calibration. So, they ended up giving me a brand new phone for the same price as the screen repair which is $109. Great service. Would definitely return to this Apple Store. read more

On Christmas Eve eve I found a brand new iphone 4s in the middle of the road. It looked like it had got run over because the screen was smashed. Later that night, it began to ring ("Bad to the Bone" was the ringtone). I, however, could not answer due to the broken screen. I could see the name of the caller, despite the broken screen, but not a number. I called Apple customer service. They told me to take it to the local police, but I did not think that was good enough. So I called my local Apple store. The voice on the other end was extremely pleasant and eager to help. Her name was Kelsea (I hope I spelled that right). She directed me on how to make a call with the phone using voice dialer option. I was able to connect , but unable to hear anything. Kelsea then suggested using a hands free set. Of course, I did not have one. Kelsea then told me that I could bring the phone into the store on the next day (Christmas Eve), even though they did not have any available appointments. I arrived at the store at 8:30 am on Christmas Eve. Kelsea and I first tried a hands free device, but were unable to hear anything when we made a call. I inquired how much it would be to repair. She told me it would cost at least $150. This was more than I could afford. What happened next was astounding! Kelsea went and told the manager, Dave, what was happening. Dave then agreed to PAY FOR A NEW PHONE! Will (Genious) activated the new phone with me right there. I then got to call the contact number that had been calling the previous night. Who should answer? The owner of the phone. He was a little suspicious, at first, about who I was and how I got his phone. He wanted to know who I was. I told him that I was an Apple store employee, that his phone was dropped off broken, and that he could come pick up the new one free of charge! Merry Christmas "Guy who lost his phone"! Merry Christmas Apple store employees! Way to go above and beyond. I am sure it made his holiday season. I hope this story inspires others to do the same. read more

This store is maddening, chaotic and completely inneffective at customer service. I had been having some trouble with my iPhone 6S battery randomnly shutting down. I learned that my phone was due for a free battery replacement since several 6Ss have this problem. I filled out a form to make an appointment at this Apple Store. I indicated on the form that I would be coming in for a new battery. I drove the half hour to this store on the day of my appointment. After checking in and being asked THREE times by three different people to see my serial number to be sure I was eligible (I am, I checked online!), I was allowed to sit on their dumb wooden cubes and wait for half an hour. At that point someone came over to tell me there were no batteries in stock. WHY DID YOU MAKE ME DRIVE 1/2 HOUR TO FIND THIS OUT?!?!?! You knew I was coming in for a battery!!!??!? So they took my phone number and told me they would call when my battery came in. 10 days later, no phone call. I am now 15 minutes and counting on hold, waiting to talk to someone to find out where my battery is. I will not drive 1/2 hour to ask a question but I can't seem to get anyone on the phone. I've yet to talk to a human. This customer service is beyond horrible. read more

We arrived to have a Mac Book Pro diagnosed. Knowing we would need to recover data, we asked to purchase an external hard drive. After being brought the drive it took 25 minutes for a staff member to notice that we needed help and check us out. After nearly 3 hours of being left alone we had the machine backed up and ready to be left with the "Geniuses" who told us to return in 2 hours. When we arrived back we were told it would be an additional 45 minutes for the repair and that they would call when finished. 1 hour and 15 minutes later we arrived back at the store without getting the phone call. Apparently the only person qualified to repair laptops is working on the floor and not repairing laptops. I am now sitting in the Apple store using one of their laptops to write this review after the miserable multi-hour experience I have had here today. Many of the staff members came across as if they did not want to be bothered with us, and the woman who we were working with directly, while very nice, had yet to be trained and could not really deliver the service we needed. For a high end brand and the only technology brand that maintains its own chain of stores the level of service should be impeccible given the cost of their products. Apple has clearly lost their ability to foster a culture within their stores, and this experience has made me hope that I never have to come back. read more

First, let me set the stage-my family has four ipads (upgraded once already), four apple laptops (some of us on the fourth generation) and four apple iphones-obviously we love apple products. I took an apple iphone 4s into the store that had a stuck on/off button. The phone was purchased in October of 2012 so it was out of warranty at the time of our visit. I checked in and was directed to a store associate, showed her the problem and also asked about upgrading to a iphone 5s. The associate did not check if the current phone was in warranty by either asking us or checking the serial number, did not let us know about early upgrades, incorrectly assessed that the phone had water damage, and did not suggest a repair. She only tried to sell a new iphone 5s at full retail. We left the store completely unsatisfied. Consequently, we purchased a iphone 5s from AT &T, received an early upgrade, and a refund on the used iphone 4s. It was not water damaged. Great service from a helpful AT &T associate A completely untrained, unknowledgeable, arrogant sales person ruined my impression of apple, a reputation that was built on years of experience! read more

Just want to say that everyone I have had the pleasure to talk to at this store is amazing. I want to give a special shout out to Nick at this location. He was kind, courteous, efficient and friendly. read more

If I could give this store negative stars I would. I have always had a pleasant experience at Apple, but this is the first time at this specific store. I brought in a brand new iPad that was opened for less than an hour before I walked into the store. It came in the box broken. I was told that it was impossible for that to happen through the box and SHE has never seen an iPad broken like that brand new so it's impossible. Like who is she queen Apple who knows everything. There was not a single mark on the screen until she put her finger prints on it. It was still in the wrapping. She told me that I have to pay to replace it. She said the damage they are seeing it was impossible to happen with the box closed so I (or someone) must have broken it and it did not happen as I said. Since it is covered by Apple care I won't have to pay as much, but she was so rude. She was pretty much calling me a liar. read more

Shout out for the crossgates Apple Store where staff are smart, helpful, and nonintrusive. They welcomed me back like an old friend and are commencing an intensive workshop program of support albeit they have always been supportive. read more

I would give this place ZERO stars if I could. The sales associate that helped me was probably the worst informed Apple employee I have ever encountered. I came in simply to purchase an iPhone 8 with 256GB of storage. First he asks me if I'm buying a locked or unlocked phone, I didn't know what that meant, so I asked. His only response was that he can't help me or sell me a phone unless I'm buying an unlocked phone. At this point, I still have no idea what he's talking about. I explain that I just wanted to buy a new iPhone 8 with 256GB in black. He then told me the color I preferred was out of stock, which was fine. I didn't really care about the color, the most important factor was the storage size. The idiot ends up selling me an iPhone 8 with only 64GB of storage even though I explicitly told him I needed 256GB. I was in such a hurry, because I had to take my mother to the airport right after buying the phone, that I didn't notice his mistake. He was also extremely unhelpful when it came to questions about how to set up the new phone and the new factors about the iPhone 8. I only read 1 or 2 reviews about the new phones, and I knew more about them than he did. Now I have to make another 2 hour long drive (1 hour there and back) to return this stupid phone. The whole experience was so disappointing and frustrating, I will avoid this Apple store as much as I possibly can. I wish I remembered the sales associate's name, because I would recommend asking for someone else if he's assigned to help you. read more

Unbelievably rude and disrespectful. Repeatedly interrupted me. Over and over and over and over again. Finally, I had to firmly ask "can I just finish my sentence!?" At which point he put me on an endless hold. I gave up and came on yelp. Another bad review Apple will ignore. I seriously doubt my next phone will be an Apple product. read more