I had set up an appointment and was sitting around for 30 minutes. I would expect businesses to be on time to appointments. I personally went up and asked when I would be helped multiple times. I was followed up with "they need to finish up something really quick then they'll be with you." However, the employees were just talking... so they were too busy to help me because they wanted to talk?! I expect a big corporation to attend to their customers, yet they give the worst customer experience. If I could give 0 stars and contact the CEO, I would. Very disappointed. read more

This review is my experience tonight. After a hellacious experience getting a new iPhone for my daughter (and the problems that ensued) we were at the end of our rope. But tonight, Brian, John and Gustavo took care of us with professionalism, kindness & understanding. They were FANTASTIC & helped make up for the past 24 hours. Thank you!! read more

The guy took his time to clean out my phone when I told him I could not hear the caller. Great service by him and the sales person who helped us today. Great service!!! read more

I walked in and was immediately greeted and got placed on the waiting list to be helped. No problems there. They told me it'd be a little if a wait but they would text me when they are ready. Cool. No worries there. I went and got a bite to eat at the food court missed the text by 4 minutes walked back to the store total of ten minutes and I had already been removed from the waiting list and had to be added again. Fast forward 45 minutes dude approaches me and says he needs a manager fast forward another hour and I finally get outta the store.. Horrible customer service Considering switching to android or some other platform Fuck you apple!!! Train your sales team to be able to assist technicians cuz from the customers point of view it looks as though there are 5+ employees standing around doing nothing. At least give them different color shirts than the technicians so the customers know who is who. I mean damn, you don't even have name tags!!! read more

The customer service at this store is so bad, that even when you try to spend a lot of money, they give you an attitude. We came on Saturday to upgrade our 2 computers, couldn't find an available sells associate, we have asked one of the many guys that stand in a front of the store and suppose to help you if we can buy 2 computers. His response: "Ya you can, no sells associate available so you better stand in line". I understand busy, I work retail, but those guys need some manners. We left, went to Boulder and had an exceptional customer service there with An associate named Allen. At least the 4K we spent there came with a gratitude. read more

Terrible customer service. My first time in at the Genius Bar the employee told me there was a "bent wire" in my phone and that I would have to pay for the repair $279. He told me to call in and get a code and they could repair the screen (it had a bright green line). As the employee was looking at my phone he took off the screen protector, the skin, and the case and then told me my phone was "damaged" even though he's the one that took off the screen and I doing so pulled it up a little. Anyway, I called corporate and they told me to go back into the store if my phone stopped responding to touch and that this was a known issue with iPhone 10. Weeks later I go in again. I wait more than 30 minutes for my set appointment and when the employee comes up he mentions he hasn't had his break to his supervisor and then, without looking at or touching my phone or the notes in my account says "that will be $279. I attempt to explain to him that there should be some notes in my account and could he read them. He says "forget everything anyone told you before now, they were wrong". I asked him if we could talk to those people and he said "you just need to forget it". I asked if we could match up my incident number that I had and look at the notes. He declined and said "nothing is in there and it doesn't matter anyway". I was becoming frustrated and said that I felt like he was being aggressive and not listening to what I wanted. He said "stop interrupting me" and "I will tell you again-it doesn't matter what anyone told you because they were wrong". He then kept trying to take my phone from me to send it to get repaired. I asked for the supervisor who was right there and heard everything. He rolled his eyes. She came over and said she would give the past employees the feedback but that there was "nothing else she could do". I left the store feeling like I was stupid and that I was lead on by the past employees and past phone calls. I called corporate customer service on the way home and spoke with Alexis. Alexis was helpful and listened to my entire story and then contacted the store. She told me she would take care of the repair free of charge and apologized for my experience. She set up an appointment with the store again for two days later and called the store. The flat irons store said they would " potentially" not honor the repair and I would have to pay. I guess each store has their own authority over these things. I ended up having to mail my phone in because I didn't want to risk dealing with the folks in the store again! Do yourself a favor, stick with Apple because they are awesome but avoid this store at all costs. read more

Ridiculous! We wanted to buy to iPad Air. They had us wait 10 minutes, then we left. If you are too busy to take $1,300 from a customer, you don't need my business. read more

I guess the review say it all... I brought my computer in due to the battery needing to be replaced. They told me I did not need to make an appointment to do the repair, they would simply call me when the part arrived and I could drop it off at that point. famous last words. I dropped my Mac off when they told me they were ready to make the repair when the battery was in. At this point they kept my device for two days while no one worked on it. I got a call from them on the evening of the third day, 10 minutes before the store closed, where they left a voicemail stating that they broke my computer while doing the repair and needed to ship it out for the repair. Fedex was delayed and my device did not get to the facility for an extra day.... long story short this place it terrible. Somehow it took 7 days to get my device back when. I'm writing this review in the store right now, just payed for my device repair testing out this new battery's juice, and I'm noticing there are about the triple the employees that actually need to be here, they are all standing around talking to each other, flirting with the security guards, and not taking care of the customers in the store. So glad I payed the original price that I was quoted for the repair, after they broke my computer and have it for 4 extra days. read more

All I'm about to say is that Apple technology has always been good to me but the experience I went through for purchasing the new iPhone 12 (which I paid in full) has been absolutely devastating. I bought the phone on a Saturday with my debit card. That same day I checked my online banking updated and verified that apple got their money. At that point every thing was okay. But comes Monday and my account was charged a second time. That's where my nightmare begins... I have a family and responsibilities and BILLS to pay. I contacted apple that same Monday and after the whole conversation I was basically told to give it 1-3 business days. Which I agreed to at the time ( knowing I had to figure something out because my bank account was drawn out 2 times for over a thousand dollars) , the 3 Buisness days have passed and my account remains negative... so here Thursday and my account is still negative... thanks to Apples mistake I can't access my own funds until their system decides to undo it all, can't buy food ... can't put gas... can't pay bills. HORRIBLE SITAUTION. Extremely upsetting coming from a company as successful as Apple. read more

I accidentally delete the OS off of my MacBook while clearing my data. Attempted to download the software with wifi but was unsuccessful. I took it to flatirons Apple Store, and they hooked my computer up and downloaded the software in 15 mins. Speedy and friendly service. read more

Seriously if you ever want to buy an Apple product don't waste your time coming to this place. Snottiest fucking people I've ever seen in my life. I came in and spent $2500 on an iPad Pro yesterday. They wouldn't take my Mac that was broken while I was there, of course. So I came back today with an 11 o'clock appointment. Upon arriving at 11 o'clock and making my second trip they informed me that they didn't have an appointment. They said it was for a sales appointment. I asked them is this how they treat other customers who spend money at their store and they relied "sorry there's nothing I can do for you". If you like going broke and being aggravated this is the place for you. read more

The people who work here are generally disinterested. Any question or concern on your part seems like the greatest burden for them. The employees that I came in contact with all seemed frustrated by the mere presence of people in the store. read more

In for IPhone 8 camera repair. Phone was 45 days out of warranty so I have to pay out of pocket for the repair. Ok, repair completed. Less than 4 mos. same problem on the same phone (warranty on repair 3 mos). I work in an office, don't drop my phone and use a Lifeproof case. Anyway, went up the customer service chain with no results, no exceptions....bring the phone in for repair out of pocket again. No! Guess I won't take pics with my IPhone anymore. read more

If I could give them zero stars I would. Rudest people possible. Very unhelpful even if you were trying to buy something from them.

This store has the worst customer service every single time I walk in here. The staff has a I don't give a crap or not if you purchase our products! No one should have this many problems with their phones! Ready to switch to The dark side, at least the customer service is better! read more

I have had issues with my phone, so I booked an appointment a week early and traveled an hour and 15 minutes to get my phone checked out. I got there 10 min early, checked in, and waited...for 35 minutes. I get that things get busy and nothing is on time... but there were 7+ employees standing and talking to each other. None of them of any help. My phone has been glitchy since I bought it from that exact apple store. The guy helping me said he had never seen anything like it and that it was a rare glitch. Then he proceeded to tell me that its something I'll just have to live with. I still have Apple care on it and they still won't replace it even though it is clearly something wrong with the phone they sold me. A total waste of time. Next time, I'll deal with customer support elsewhere. The employees are unprofessional and not helpful here, and you'd be better off somewhere else. read more

I just went in because my computer broke. They went through the damage and quoted me $428. I was actually relieved and said, "That was less expensive than I expected, usually I am quoted double that". To which they immediately checked their calculations and added in a different code and said,"You are right, it is actually $800". Are you kidding me???? One second before they were going to take my credit card and then they found a way to charge me more for the same problem, it was just "coded differently". I am in complete disbelief... of course why should I be these days. Apple is such a rip off. read more

Went in yesterday to ask if it's possible to replace a battery on an iPod and she kept telling me how old it was, they don't support it, wow that sure is old, etc. I repeated my question a few times - does the unit allow for a replaceable battery? but she didn't really know the answer and was just rude. I walked out then came back to see if someone else knew the answer and caught her complaining loudly with two other employees about our exchange. It was on the sales floor in front of the other customers and they were laughing as she was describing me as stupid, trying to get an old iPod serviced, etc. I couldn't believe it - incredibly unprofessional and just plain rude. I'll nevvvver use that store again, really insulting. read more

It's worth a drive out of your way to avoid this store. Making a purchase goes smoothly (because you're spending money) but getting help for iphone problems is futile. I have had 4 experiences requesting help and in all cases were the assistants rude and the problems were not resolved. Apple sends a survey after you go to their store and that survey results in a phone call from the manager if the feedback is less than positive. You get to talk to the manager who apparently thinks that "listening" is what customers want (similar to Comcast or Verizon customer service) when I think people actually want the problem resolved to completion without spending additional hours on the phone trying to fix what should've been fixed at the store. Hey Apple: we're working folks! We can't spend hours at your store being treated badly only to walk out there feeling like we've been flogged. The assistants are consistently rude, lack knowledge and lack communication skills to explain the problem and their proposed solution effectively. They are impatient (!), entitled, patronizing nonhelpers. Perhaps hire some truly diverse individuals with proven experience and skillsets in knowledge and communication. read more

I have been a loyal Apple Customer for the almost 10 years now. I placed an order for an in-store pickup (through my employer's EPP store) for an iPhone 7 128GB Black which was in stock at your store. The order confirmation email said it would be available next day (2/8). Since, I was shopping in Flatirons Mall anyway, I thought I'd see if the order could be picked up the same day. The employee checking me in was very inconsiderate and did not bother to take any of my order details to see if this was even possible. He told me that because I had gone through EPP, the order processing would take time. He also said that it was likely that the store did not have the model I ordered in stock, which is why the pickup was scheduled for next day. Convinced that I wouldn't be able to walk out of the store with an iPhone, I left the store and drove back home. Just as I pulled into my garage, I got the "Order Ready for pickup" email from Apple. Needless to say, I was pissed. I promptly called Apple Sales and cancelled the order. This is not the way a store with a brand as prestigious as Apple should treat its customers. If the employee had bothered to check inventory or delegated this to someone else, I am sure this would not have been an issue. Instead, what you have is an unhappy customer with second thoughts about spending his money at this store or on Apple products in general - in the future. read more

I went into the store to ask a simple question. I was immediately greeted by a sales person. He stood way too close to me and repeatedly touched me. I went in for info, not a date. read more

This store is terrible. I brought in my computer after it wouldn't start following an update. They took it told me it was "repaired" only to go home and find the problem was exactly the same. I brought it back to the store where the manager clearly saw the problem in the notes and admitted their mistake. He took the computer back and said he would prioritize my repair and it would be done in a couple hours. It has now been 5 hours. I can't get a direct contact to the store and Apple support will not give me any more information than my repair is "in progress". Will not return to this store for purchases or repairs. read more

Lies, Lies, and more Lies I brought my laptop in with an appointment to the genius bar for a battery replacement on February 5th. Was told they would send it out to a repair center and I would have it back by the 9th. After no communication and not being able to call the store Apple put me in touch with someone there who told me I would have it back in a day or two as they were working on it. They needed to send it for repair by ground instead of overnight. In two more days I still had no communications and again contacted the store. This time I asked for a tracking number from FedX. By checking the tracking number I now found out they didn't even send it out until the day I was supposed to get it back! It sat in their store for five days before they sent it. When I again called them on their lie I asked if they could compensate me in some way I was told they would sell me their least expensive computer for $1000. What an insult! I also asked why it took five days for them to send it out they told me FedX doesn't pick up everyday. (Lie #3) The repair center sent me communications that they were working on it and shipped it out again by truck and now there's a snow storm and it's stuck in Memphis according to FEDX Tracking. Had I known that the repair would take this long I would have not left it. If you ever want to see your computer again do not take it to this Apple store. I really wish Apple Corporate would read this reveiw. read more

Long story short: Less than 10% of their employees are qualified to scan a barcode and swipe a card. And as others have said, your time is never valued. Do yourself a favor: if you're buying, get it online. If you're fixing, go to a 3rd party. I came in, told them I just wanted to buy, no set-up or anything. They told me it would be 15 minutes for a sales rep. No, making me wait isn't going to make me play with your products and buy more. And no, there were not enough customers to engage all 10+ employees. 1. It took more than 20 minutes. They told me I was quoted a 30 minute wait time and it had only been 23 minutes. No. I was not quoted 30 minutes. Telling customers how long they've been waiting based on when you entered them into a system assumes that customers are too stupid to read a clock and too worthless to have their time respected (but all the other reviews could have told me that). 2. People who came in after me were helped before me. Sure. Old, foreign tourists can be big money (hey, I wouldn't be there if I couldn't buy stuff too!). But please, a bit of integrity. 3. They told me there was only one sales rep. So. In a store of 10+ employees, less than 10% of the workers are qualified to: a) Scan a barcode and b) Swipe a credit card. Because that's all I needed. Can't wait to return what I got. read more

This whole experience is a joke. For a bunch of genius, they haven't come up with a better system to deal with their customers. From the moment I walked in, I had to search for a way to talk eith someone. There is no designated sign in place. Once you find an available "genius", they sign you up for an appointment to even talk to someone. When you return for your appointment, you again have to track down someone to let them know you are here. They direct you to sit at a table and someone will find you. The next person that finds you, asks you what the problem is so you can again wait for another person to show up. Finally the "genius" arrives, but they say they can't help you as it has to be sent somewhere else for repair and will take a week or do to get it back. All this frustration for some ear buds purchased at my phone service provider. Update: fixed. read more

I tried to return an iPhone 7 today, still sealed in the box, that was 4 days outside the return window. Something I've done before but for some reason this was a courtesy that was impossible to extend to me today. Considering the long list of other items I've purchased for my business from Apple over the years, including another iPhone on this same order, it baffles me why they'd want to completely blow a good customer experience and burn up so much good will over 4 days. Only Steve Jobs knows... Return on day 14? Absolutely! Return on day 18? What an outrageous request! This phone is actually still on backorder at the moment. Garbage. read more

Great first impression but that's where the great stopped. Genius Bar associate was rude and time wasting. Completely non accommodating. Asked if we could pay the 99 dollar fee for AppleCare Plus to replace my accidentally damaged phone then pay to upgrade my phone said "not going to happen" not a "let me check". She was not the manager. Then knowing that it was already 5 PM her store as well as the next store being 30 min away closing at 6PM, and she not having the needed replacement device in hand. She wouldn't make a phone call to the 29th street store till after she had finished up her paperwork. In effect waisting my time. My phone is my lifeline, my business communication, and my connection to the world. I've been a loyal Apple / iPhone owner since 2007. The treatment at this store makes me no longer want to keep my business with apple. If you choose to continue purchasing apple products choose a different Apple Store to work with. Nothing but bad experiences at Flatiron Crossing Apple Store!!! read more

When I go to a store, to purchase a brand that is incredibly overpriced compared to similar products from their competitors, from a company that I have been a loyal customer to for twenty years, I expect at least a modicum of courtesy from store employees. I don't expect to be talked down to by snide, condescending overly-styled snots who weren't even born when I began using their products professionally, and who imply that my purchases are somehow a mark of complete "un-coolness." I swear, going into an Apple store is like going to a music shop - there's always some snotty creature working there that sniffs and turns their nose up if they think your taste in music is so "five minutes ago." read more

Busy, Busy store, but then again, it's Apple. They will most likely put you on a list and call you on your cell when they can help, but that is not too bad since it's located inside a mall and you can walk around or shop while waiting. Once they call you and you come back they are attentive and helpful. I liked every associate we dealt with. Again, it is like a zoo in there, but once they get to you they try to focus on you and getting your problem solved. What more could you ask for from an Apple Store? read more

I LOVE apple products, I love the customer service & I love the efficiency of the stores (even when there are tons of people). On a slower Tuesday, I expect that I will be greeted, if not greeted then at least asked if I have any questions. I'm about to drop $1,500 at your store. Stop profiling your customers and treat us all the same. I don't come to your store to look and play with the products. I usually come with intention of buying something or having something repaired. This location has issues with customer service (not just speaking from one experience - there's been multiple / from other reviews it's evident I'm not the only person who feels this way). You give Apple a bad rep. Do better. (I gave 2 stars because for the most part the staff was friendly and knowledgeable about the products) read more

Ageist employees refused to help my teenage and preteen daughters, waited on everyone else while they stood there obviously needing help and then lied to them, saying the wait would be "more than an hour and cost a lot of money." So I went in alone while they waited at the food court and was immediately assisted and told it would be about a ten minute wait. I didn't stay. I can not recommend them. That's unacceptable. read more

Looks like I did not receive the same service others have here. Be prepared for a long-winded review (which in my mind, is just the bare bones story). Initial problem: My MacBook Pro was facing some start-up issues and no appointments were available at the Cherry Creek or Park Meadows locations so I signed up for an appointment here. I arrived on a Saturday and was at the Genius Bar for a good 2.5-3hrs. You would think a lot got accomplished during this time, but no, one diagnostic test was run and received a failure. The technician was running around and appeared to continually forget about me. I was left waiting him to press a button or re-initiate a test at 30 minutes at a time. I was tempted to run them myself, but afraid I would elongate the process even more. By the end of this day, I was moderately annoyed but understood that they were busy. Proposed solution #1: Leave laptop to have hard-drive replaced. It would be available tomorrow for pick-up. Not ideal as I wish I could have dropped it off long ago without the 3hr process. Problem #2: Received a call at 11am. Initial thought: "Wow, not bad. Can't believe they're done". They weren't. Apparently the tech had looked up the wrong hard-drive and the one I needed was not in stock. Proposed solution #2: Order hard drive and install--this would take two days. Problem#3: No updates or phone calls were given so I called the Apple Store with a 20 min wait to see if my laptop was ready. To my relief, IT WAS!!! According to the representative my laptop "had a new hard-drive installed and have passed all diagnostic tests" Negative. Not ready. Problem #4: Laptop was delivered, ready to go. Only when I began to set-up my "new" laptop, the trackpad had a lagged response and the mouse was not smooth on screen. When I first posed the issue, the technician said it was because the machine was indexing and processing power is slowing the computer down--it will resolve once the indexing was complete and she walked away. Understandable, but I decided to wait for the indexing to complete (6-7mins later) and tested the mouse and trackpad again. Same deal. Poor function. Problem #5: I had to interrupt a Genius bar tech mid-stride and tell him about the issue. He ran a diagnostic (at this time, any mention of a diagnostic test made me want to cry). I waited and am not sure what the results were, but only a few techs are trained in the Mac Trackpad area and were not available at that time. The tech that was helping me mentioned that it was very detailed work and would take about an hour and a half once they started. Proposed solution #3: I expressed my disappointment and annoyance. If my laptop was deemed to be fixed--I expect to be operating. It's a waste of time to drive back and forth and would have been an even greater waste of time if I had gone home without checking if the computer was functioning at all. The technician today was a lot nicer and apologized. I ended up leaving my laptop there and decided to pick it up tomorrow. Overall: I don't know if my laptop will work to its full capacity or if I'll receive back again by tomorrow, but this service is the absolute WORST I have had at Apple. Their customer service is usually great and I have no problem, but this time is an entirely different story and steers me away from Apple products. Why pay for warranties when they don't fully check what is wrong with it before they give it back? Others have received new laptops, freebies, and phenomenal service and I'm left with receiving a defective laptop time after time. (I also had this SAME laptop in for repairs about 6 months ago). I realize you may be busy, but all customers deserve equal and full care. read more

Very impressed with the service at this Apple store. Rey friendly and knowledgeable. I had to go back twice within one week because of a glitch in my iPhone . After online support and two visits to the store my iPhone was replaced at no charge and I learned a lot too. Appreciate the great service ! read more

I was greeted the moment I walk in but was told it was a 2 hour wait. He gave me 2 options. I can come back when they opened at 10 or set an appointment for next Thursday. Seriously?! Either get more help or open more stores cause the 2 stores that's available to me is an hour from where I live. I'm really started to not like app read more

Amazing experience! Scheduled an appointment... arrived ten minutes early... checked in... was assisted exactly at the time of my appointment... staff were all very friendly from being checked in to having my phone diagnosed and then picking up my phone when fixed... I have heard so many people dread going there but honestly it was a really great experience! Thank you Apple staff for assisting! read more

While most reviews of Apple Stores I've seen are positive - and my own experiences have been good - I occasionally see some negative ones. I guess that's to be expected. Just like any other retailer, Apple isn't perfect, but I always do get the impression their people really are trying to do their best. Then I see some reviews that are so negative and vitriolic, I can only wonder why. Thinking back to some of the completely unreasonable people I've witnessed at the "Genius Bar" when they don't get their way ("Yeah, I dropped and broke my iPod, give me a new one!"), I have a theory. Could these be some of the same super-negative folks who rage about "lack of service" at Apple Store? If so, maybe these folks should try some of the following common sense tips: be friendly (instead of approaching with a nasty, brutish attitude); be reasonable (Apple is a business, if you broke it/screwed it up, why should they just give you a new one?); and finally, instead of demanding things of Apple employees (who are just people like you and me), try ASKING NICELY! In my experience, this always "just works" - at the Apple Store - and in life in general... read more

This place ripped me off! They sold me an iPhone that said on the advertisement that it was water resistance 2 meters deep up to 30 minutes. I never even got it wet and my phone was acting up so I took it to this store because I have apple care. They said that they just needed to replace the screen and to come back in an hour. When I came back they said there was standing water inside the phone? I told them but it's water resistant they said but it's not "water proof" and we're not nice at all. I told them after this I'm done with apple and he just said "everyone who says that always comes back" not me. read more

I was so disappointed by this Apple store. I am handicapped and they refused to accommodate my handicap even when I requested assistance. Sales rep who worked with me made several errors (no biggie, we all do) but some of the errors would have caused my phone not to function as desired had my ex apple support friend not noticed and requested the errors be fixed. read more

Showed up at 11am (not aware they open at 12) and a team member came out and told us they open at noon. Waited around for one hour and when they finally opened they told us that shopping was by appointment only. Of course they didn't have any appointment available. I understand the new regulations but why did they not tell us at 11am when they opened the door to let us know that they open at noon that is was by appointment only. When I expressed my frustration I was rudely dismissed. read more

Been here for a number of issues: MacBook repair, new MacBook purchase, iPhone issues, etc. Always had a solid experience and received awesome iPhone support. read more