Stopped in one day to deal with an issue of my iPhone, which kept turning on and off by itself. Staff was too busy on their own iPhone's and did not help with my problem at all, their advice was to just simply buy another iPhone. Frustrated, I went home, Googled the problem, and found step by step instructions online and my phone was working like new. Some service and "Genius" bar you have here, Apple! read more

I had a great experience when I bought my new phone. Quick, easy and everyone was helpful.

Once they finally get to you, the Apple Genius Bar folks tend to have the knowledge to resolve most issues. However, they are woefully understaffed. Yet, the rest of the store is filled with salespeople many of whom are talking to each other. This is the classic American business success story. Beef up on sales and pare back on service. It's what killed the American auto industry among others. Please add more people to help with Apple products service issues. Thank you. read more

Amamzing experience at the Apple store today - the women who helped me were amazing and so patient. I lost my phone and needed to buy a new one - I tried to buy a new phone from The AT&T store first but is was a miserable experience and I gave up and headed to the Apple store. Everyone was helpful and patient, there was no pressure or up sell, and I happily left the store with an up and running new Phone in less than hour. read more

Worst apple store ever!!! The apple recalls a huge number of iphone 6s s for battery replacement and I went there, there was a rude guy in front who was in charge of set appointment and stuff very rudely and impatiently ask for my info I asked how much would it take, he was like i dont know (like gtfu of here!) . I left my phone there after 20 minutes waiting for an agent come to me and they say come again in 2 hours and 45 minute later. I stayed there for 3 hours since i had not anything to do and after 3 hours another guy came and said sorry we are not able to repair your phone since it's water damaged before!!! What we can do you pay $300 and get a replacement I said i never experienced any problem with this phone!!! Only it's battery sucks! What it has to do with it battery? You hold me here for 3 hour and you didn't do anything?!!! This is not the right answer holding me here 3 hour and pay $300 for replacement?! Then i asked their manager since i was super angry and she came and said that again!! Then i backed to my car i got $100 ticket because it was only 2 hour park area and I lost the time counting since the made me very upset and nervous. My phone opened for no reason and scratch marks are obvious, battery didn't change and I got $100 ticket because the did hold me there 3 hour for just saying we cant repair it under warranty which was 100% my right and i was entitled to get a battery change. I will copy and paste this review every other place possible so all people know who they are going to deal with if they choose this store. read more

Very nice Apple store. Friendly, attentive staff. The bathroom was downstairs in the basement though. This was also where a native Floridian learned about cold toilet seats in basements for the first time. I jumped a foot in the air!!! Ha ha. read more

Heavy hearted sigh. Sigh. I own a lot of Apple products. I always have. I appreciate the technology and style and the interoperability and I never liked Microsoft anyway. But I just had a horrible ongoing experience with an iPhone 5 and the Apple store in Georgetown. It might apply to others and reading this might help you decide how pushy to be at the Apple store if you have a phone problem and it's still under warranty. I bought a 5 when they came out last year and almost immediately found out that the phone would not keep a charge. It would be dead after say, 3 hours, even if I wasn't using it. I brought the phone back to the Apple store and complained. They ran their "diagnostics" (if if worked so well, why would they release defective batteries in the first place?) and they said that the battery was fine; it was me. I was a "power user" and needed to turn off location services, stop roaming and disable most notifications. I thought that this was a bizarre answer, but I did it. No change. Phone still sucked. Over the last year, I've brought the iPhone in repeatedly and complained. Each time they've created a different reason, all about user error. I have backed up and restored the phone numerous times. I have bought hundreds of dollars of travel chargers and batteries so that I can get through the day with a working cell phone. Soon it would shut off when the phone dropped to 40% charge. I brought the phone in 4 times while in the warranty period and no help. A couple of weeks ago, I went in and complained again. This time, they acknowledged that I did in fact, need a new battery. Except it had just gone out of warranty and I would have to pay $80 for it. They replaced the battery and it works great, in a way that it never did before. I can make it throughout the day without charging the phone. I started thinking about it and became upset that they didn't replace it while it was still under warranty. So I called Apple today and politely pointed out my situation. Nope. No refund. It's outside the warranty period. When I pointed out that I had brought it in under warranty and they had inadequately diagnosed it, I was told that I'd accepted the terms in the IOS 7 users agreement. Not sure how that applies but sounds ominous, nonetheless. I was on the phone for half an hour and escalated to a supervisor. I framed it like this: whether your diagnostics correctly identified the problem or not, I am a good Apple customer who spends thousands of dollars a year for products and I'm really unhappy over a battery that costs the company, like $15. Is it worth that to keep me as a customer? The supervisor on the phone said 'no.' I am disappointed with Apple. I will still use the products as long as they're better than the competitors, but my resentment is growing. The second that I can get something even a hair better, I will drop them in a flash, because I have no loyalty to the company or the brand because clearly they have no loyalty to me. read more

Every time I go near this Apple Store it is a total disaster and costs me way more money than I expect. I've tried to call the store to make sure it made sense for me to spend hours of my day dealing with an in person experience, but I was left on hold for 45 minutes and then sent to a voice mail that was never returned. Apple is on par with Comcast and the airlines for the worst customer service in DC. read more

Definitely do not come here if you're on on a time limit. I had a genius bar appointment to get my iPhone 7 screen fixed and it took almost 2 hours to do. It should only take 1. Also, this was early in the morning I literally have never seen an apple store so dead before. The workers there are very sweet but it doesn't help when they make you late for your day. read more

I made an appointment to fix my iPhone's screen on Saturday afternoon. After checking in, they made me wait for 50 min. No apologies. I complained. And they told me to leave if I don't want their service. I left without letting those people fix my phone. I hope they respect their customer's time a bit more. read more

Most of the staff here needs retraining and an attitude adjustment. Here's why -discrimination of some form or another is rampant here..the staff picks and chooses who they want to approach to help / ask. Like a few others here it was a good 20 mins before I was helped (and i was wandering around looking for help) and there were plenty of staff helping out people who walked in after me. The staff member who did help me was great though. read more

I was hesitant coming to this Apple Georgetown location due to the negative feedback and low ratings left by more than 15 customers since December 2016...within the last 4 months. This device is the heart and life blood of my life; personal, work and everything in-between. Four times this week my 7 month old iPhone 7 Plus reset itself out of the blue at different times of the day...while I was driving, sitting on coach and when I would wake up to find the "spinning clock of death". Which meant the iphone was frozen, no buttons of any sequence would bring it back, so had to wait it out and hope it reset itself. Once was 4 hours. On the 3rd "spinning clock of death" episode I researched and found the correct sequence to reset phone to at least get it functional. Vol-Low + Power for 5 seconds. Made appointment with Apple for the 1st available in the DMV (DC-MD-VA)...that is how I ended up at Apple Georgetown amongst the "entitled" hordes roaming the streets. Jayy went above and beyond to ensure my data was backed-up and was systematic and cafeful in her approach to correct what my issues could be. Although I was aware it was taking a long time and the Genius Bar line was growing, I was expecting her to any minute leave me on my own to go off and save someone else's life. She discovered several other issues with my phone and corrected them to see if that would help. Hardware checked out, but software diagnostics and iTunes were an issue. Again, I expected her to pass it off on me, but she went deep into the iTunes hierarchy to speak to an on-site specialist, then called iTunes to correct a 7 year old Apple ID that decided after 5 iPhone transfers it wanted residence on my new phone. A glitch of the latest and greatest software update. She fixed that issue as well and after all my Apps downloaded, I left happy and whole. After years of being a loyal Apple customer, it was great to finally meet a technical support person who valued the customer and not quick fix to shove customers out the door and move onto next. This has been my best Apple experience after 9 years as a customer. read more

I'm still in shock. I have been an Apple user for five years, from computers to iPhones to iPads... and I have never experienced the type of customer service that I experienced here today. I had spoken with Apple customer service by phone, and they contacted the Apple store in Georgetown on my behalf, and secured a replacement iPhone 5 for me (I had been experiencing issues with my current phone). The store requested that I make an appointment to pick up the replacement phone (which I thought was odd), so I did, but still thought that would be fine. WRONG. When I arrived for my appointment, I was told that they would not have agreed to provide a replacement phone because "we just don't do that." I was told that I needed to have my phone evaluated by someone, which is why I needed the appointment. When I spoke with the guy at the Genius bar, explained that I had a diagnostic done virtually, and encouraged him to read through the notes (which stated that I was to receive a replacement phone-- I could read along on his iPad), he said: I'm sorry someone told you that. No, we wouldn't replace your phone. WHAT??? He refused to replace the phone-- regardless of the fact that it had already been promised-- and stated that I would need to wait at least 30 minutes while they replaced my battery. Never mind that I took time out of my WORK day to come to Georgetown (which is incredibly inconvenient), but now I'm not getting the product I was promised AND being asked to wait longer??? The condescending attitudes. The pretentiousness of the staff. The inability to demonstrate empathy, to honor their customer service department's promise, to provide even semi-average customer service when their PRODUCT is not working (as shown by their diagnostic testing) is simply shocking. The experience was enough to secure my belief that Apple may no longer be the product line for me. Why am I paying more for a product that hasn't even lasted a year without problems, when I can buy other tablets, other laptops, and certainly other smartphones, and expect at least that level of customer service? Anyone who knows me knows that I love my iPhone.... at least I DID. Now, it may be time to explore my options. read more

i crushed my phone last night and went when they opened. The service was AMAZING!!!!! Brad and Iamee (sorry pronounced eye om ee or similar to that) were so helpful and nice. Made my morning! Thank you thank you thank you! read more

Horrible. Went in to buy an ipod. Tell me why there were about 20 employees standing around doing nothing and yet we had to hunt them down to get assistance. What should have been a 5 minute trip took almost 30 minutes. It would be one thing if they were super busy, but they weren't. Sorry I interrupted your time to socialize with your coworkers. read more

I had to visit the store at Carnegie twice in one day due to questionable service. The phone wouldn't charge. The staff figured out that my Apple cord was defective and did replace it for free however the person who was helping me took out the SIM card and didn't get it back in correctly. Later in the day I couldn't make calls so I had to go back to the store after work. On the second visit the staff didn't check for the SIM so ordered a new one. The communication on that wasn't good but they did finally get the phone working. After waiting for some time, the staff finally realized the card wasn't in the cradle correctly. Just not a smooth experience all the way around. Parking at this location is awful. read more

Probably the best Apple Store I've been to. The store itself is clean and well-organized. The staff is very friendly and helpful, and they take the time to go over options for repairs, purchases, and the associated accessories for your products, in a way that is informative but not pushy. I recommend making an appointment in advance for the Genius Bar, the store can get crowded. . read more

I went to the Apple Store in Georgetown to get my iPhone screen replaced. I broke my screen in Georgetown, so I just walked to the Apple Store to see if they can help. I made a walk-in appointment and it was supposed to be around 4PM, so I went home really quick but I live about a half hour away. I made it back by 4PM but it turns out I missed my appointment because you have to be there as soon as they are ready for you, despite the estimated time they gave you. I had to make another walk-in appointment when I got back. I waited for a half hour to an hour then they helped me. Lesson learned: you have to stay in the area of you make a walk-in appointment despite the time they give you. Overall the service was good and the employees were friendly. read more

Second time back here and im still upset over the fact that i have to pay to have known #mbp2011 issue fixed. The initial lady did not care to even look into the situation and kept repeating that If i wanted to get my laptop fixed then i will have to pay. It's ridiculous that a 2.5k system can have a gpu related issue and go down within 3yrs. This type of issue would have never happened if #stevejobs was still alive..... read more

Sitting here writing the review FROM the apple store. What is the point of making an appointment if no one here even acknowledges one's existence? I was here on time, checked in, and was directed to sit at the "Genius bar." Since then have been sitting here for almost thirty minutes without a single person even saying "hey we're running a little behind, it will be a couple of minutes." The employees are actively avoiding eye contact. I get that they are busy; I came prepared to wait. But that no one bothers to even tell us what is going on is extremely terrible customer service. Edited after posting--was finally helped and the person who worked with me was great. Store: 1 star. Helper: 5 stars. read more

the wait here for tech support is ridiculous. What's equally ridiculous is the staff who didn't acknowledge my being there as I stood awkwardly in a corner waiting for someone to direct me where to go. I'm writing this review as I sit in the store still waiting to be called. Appt was at 715 but I arrived twenty minutes early just to be on the safe side. It is now 736 and still no service. I suggest going out of town to a store with better service. Reviews on yelp from past patrons of Georgetown Apple are telling the truth. This place is beyond a sh1thole for service. If you value, your time and human dignity,go someplace else. read more

This store sucks. An hour wait to buy something? Unreal. When will the Pentagon City location reopen?

Not up to normal Apple standards - if you are lucky enough to get someone to stop chatting amongst themselves and try to help you, there is a good chance they won't be able to - decided to buy a cable online for store pick up thinking that might be more efficient - no dice - 30 minutes of a confused Apple employee trying to get someone else to help me - it wasn't busy and there was plenty of stock, but I of course had prepaid so I had to wait...not the first bad experience here. Go to Pentagon City, much better staff. read more

Went to visit this location during my lunch hour. I experienced the worst customer service here. Wonderful apple products. I love apple products. However; I will never return to this particular store because of the customer service. read more

Never call these guys on the phone. Horrible service, won't answer any questions for you, keep telling you to come in. What retail/business won't even tell you what items they have in stock. read more

I hate coming here because my experience is almost always sucks. Earl was the person that attended me. Today I walked in prepared with my armor ready to argue because they get it wrong every time. I swore up and down Apple techs reset my password and expected me to pay for water damage without ensuring my computer was fixed. i accused him/them of tampering with the computer password. Earl didn't flinch. He stayed professional and was not upset at my tone that was very embarrassing to see if i were to have been video'd. i called home to confirm pw and retrieved the right one. I paid $800 for the repair and Earl sent me on my way. I appreciate his demeanor, professionalism and patience with me today; I would of cussed me out with the way i acted. read more

I have 5 Apple devices, I think of them as purring, fuzzy, happy-making kittens curled up together warm and toasty in the basket of my life. When one of them isn't happy, then I don't have a purring kitten! I rely on the staff at the Georgetown store to keep all my kittens happy. At the moment, they are happy together and purring and far, far away from Mr. Mean Windows Vista. read more

So I'm only in the DC area for the summer and I finally made the decision to get an iPhone despite the fact that I recently upgraded and it would cost me $200 dollars more. People can debate whether or not this was a good decision but I'm pretty happy with it. But the point is that I came in once to see if maybe they could do any better than the at&t store. The man I talked to very respectfully told me that, unfortunately, no they can't charge any less than at&t would. He could tell I was conflicted about the decision and went through my options with me. Finally I said "maybe I should just go ahead and get it." He sensed my hesitancy and, here's the amazing part, HE TOLD ME TO SLEEP ON IT! He probably could have talked me into it but instead HE ACTUALLY RECOMMENDED THAT I NOT BUY IT! I was stunned but grateful. So I thought about it for a week and came back in. The guy I talked to the second time, Joe, was really cool and casual and I had a great time talking with him. He walked me through the whole process and made sure all my questions were answered. I also went in to get my ipod looked at and the genius bar was great. Didn't try to rush me or anything even though there were several people in line behind me. Side note: when I went in to actually buy the iPhone, STEVIE WONDER WAS IN THERE! Best day ever. One tiny thing though: I would really appreciate more bike parking. But this is more of a georgetown thing in general. Also, I kind of wish that the apple store wasn't in georgetown at all because it's uber pretentious. But these guys aren't! Which is great! read more

wow, the least helpful Genius Bar I've ever been to. I've been to many before given my all mac arsenal and I've always been impressed at how empathetic the "geniuses" were even if they couldn't help. The attitude here was well, you should be grateful we are willing to look at your device. Avoid and try a different Apple store if you can. read more

Went to the apple store this afternoon to try get the new iPad Mini 4. Sales person told me that not only was their point of sales system down (and he would have to process my credit card transaction old school style), but they he also couldn't look up the 'trade in' value of my old iPad Mini. It's totally ridiculous and unacceptable that this could happen when they are launching new products. read more

I walked into this Apple store with every intent of buying a new iphone 4S. What I found were extremely unhelpful employees who had no intention of answering the few questions I had. The first woman I spoke with directed me to the table, saying all the information was there. Apparently she was too busy playing on the ipod in her hands to talk to me about pricing and sim cards. The second employee I spoke with, Damien, I tried to actually buy the iphone from. He was completely unresponsive, did not make eye contact and after staring blankly ahead for a few minutes informed me flatly that "we dont have it." When I asked if they were getting any white phones in, he muttered something along the lines of "maybe" and then proceeded to continue fiddling with his phone, and tune out my further questions. I would have been MUCH better off just ordering the phone online. I HIGHLY discourage going to this Apple store. You won't get any of your questions answered and will likely leave the store empty handed and completely frustrated with the extremely rude employees. read more

They are pretty rude as a group and as a rule, I think. The "greeter" was rude to a gentleman that obviously did not speak English well. They made the entire purchase unpleasant and if I wasn't such a geek I would cancel the iPhone 5. read more

My lovely housemate came home literally in tears after an appointment to get help with her phone. The person who helped her was sooo condescending, saying "you're not listening to me" anytime she asked a question. When she asked him to tell her about image capture he said "Image. Capture." very slowly. She left without getting her phone fixed so that she wouldn't cry in the store. She's been such an apple person, but says she's never going to get an apple product again - and I don't think I will either! read more

Awful... Wait times are ridiculous, even with an appointment. Genius Bar seemed inexperienced and completely apathetic. Better off going to a different Apple Store (...or praying that your Apple products never need repairs.) Otherwise you'll just end up being terribly frustrated by going here and will likely spend numerous hours, days, even weeks waiting for your stuff to be fixed. read more

This is a review for the Genius Bar: I was very distraught because my Mac was having major issues starting up. By all the research I had done on Apple's page, I was pretty sure my hard drive was dead. I took it to the Genius Bar and they took it in and confirmed after running a few tests that it was indeed dead. He said I could a) go to a third-party and try to do some data recovery or b) replace it right then and there. I opted to go talk to some other people about my Mac. I ended up doing some research and found Expert Mac Repair, which does national work, but is right here in DC. After running some tests, they eventually found that nothing was wrong with my hard drive. Thus, no outrageously expensive data recovery because my data wasn't affected by my malfunctioning Mac. Efficient and amazing customer service. So basically, I got some terrible advice from the Genius Bar. If I had listened to them and been so desperate to fix my laptop immediately, I would have lost all my files. And it would have been a complete waste because there was nothing wrong with the hard drive itself. I would say don't go here for the Genius Bar. read more

One of Apple Georgetown's customer service representative, Anthony was pathetic! He made our overall experience at Apple store, unforgettable -- in a negative way, of course. Rude and unprofessional are the right words to describe Anthony! My husband and I went to the Georgetown Apple store to purchase an iPhone X. After being received by a guy right after the entrance, we were directed to the fourth table from the front where he told us that iPhone X were being sold. Anthony was there, busy chatting with his buddy/colleague and didn't bother to greet us, which is a normal practice at every retail store. He was standing there as he was at a college canteen not at a high-end tech store. While he was still busy chatting, he 'casually' asked what are we looking for and when I said, "We are here to purchase an iPhone X ..." he asked for some basic information, memory, color, etc. I was not clear about the difference between Space Grey and Silver so I requested him to look at both models. Instead of directing us to the table where both models were placed, he just asked us to go there. During all this conversation, he had an arrogant and rude expression on his face especially towards my husband! This is very insulting because it's a basic requirement for customer service representatives to keep smiling and provide a warm and welcoming environment to every customer - be it well informed customers or vice versa. It was his duty to facilitate us! When my husband asked about any possible training for new users, he -- very casually -- told us to visit the "apple.com/classes". The actual link however, where Apple posts about training schedule is https://www.apple.com/today/. Anthony didn't know about this basic thing either. Also, when my husband asked me about the website (because he couldn't properly hear the web address because of a lot of noise in the store), Anthony gave him an irritated look (although my husband didn't ask him; he asked me). This is the height of being unprofessional! When my phone arrived, he just handed over me the box without a proper shopping bag. Even a cashier at a pharmacy provides a shopping bag for a small bottle of medicine. I requested him to give me a bag and after much effort he found a bag and gave it to me. When it came to giving me the receipt, he asked my preference for a paper copy or an electronic receipt. Though I was ok with a paper copy, my husband suggested me take an electronic receipt as well and this again, caused an annoyed expression on Anthony's face. Then he took my information on an iPad upon my request (to email me the receipt) and completed the purchase. My husband and I are very happy with the product (iPhone X) but WHAT A TERRIBLE CUSTOMER SERVICE EXPERIENCE at Georgetown! I would advise you to properly train such unprofessional guys at Apple. read more

The staff was friendly at first. They said that my computer repair would take 30 minutes to an hour, and that they would call me when it was ready. Two and a half hours later, no phone call, so I go in to check in on my computer and they sit me down at the back table. They've been ignoring me for the past fifteen minutes. read more

Let me preface this by saying I love Apple products and have always been blown away by the high-caliber customer service in Apple stores-- until today. I went in with a few questions and the intention to buy an iPhone. I left with nothing. I was paired up with an employee who when I asked, "Is the only difference with the 4S that the camera is better and it has Siri?" answered, "You should buy it because don't you want the next best thing?" I would actually prefer to have my questions answered. When I asked if I would be able to port my number she said, "I don't know...you could call them...we don't do that." So she suggested I use my own cell phone to call Verizon and ask about it. After finally getting through, Verizon said it was no problem. I told her and she seemed dubious, then I waited for her manager to find out if it was okay. No one in the store seemed to be in agreement. I was finally told that it was probably best if I, "just go to a Verizon store." The Apple employee also said that if my screen breaks I will need to buy an entire new phone. I talked to friends who said that isn't true at all and that you can simply pay for your screen to be replaced at an Apple store. I left and ordered one over the phone with Verizon (no problem at all porting the number) and had excellent customer service. I will not be going back in the Georgetown store. read more

I signed up for two workshops, one to learn more about my new iPhone 6 and iCloud. Both classes started late. The guy running the first workshop thought it was supposed to be about the iPad until I showed him my e-mail confirmation which stated iPhone. Incredibly, he still didn't believe me. Upon arriving at the second workshop one of the employees told me to sit at a table and wait for the workshop to begin. In the meantime, the workshop was held at a different table. After 15 minutes of waiting I asked another employee who directed me to the right table. When I arrived the instructor spent the first few minutes having a private conversation, which no one else could hear, with one of the attendees. It became a one-on-one private tutorial for some. If a manager at the Georgetown store should read this, I've got some advice for your store: (1) if you're going to have a workshop make sure it starts on time; (2) the instructor should know what he is scheduled to teach; (3) make sure your employees know where to direct those who have registered for the class; (4) if your instructors have private conversations with attendees at least share the question and answer with the rest of those who are there - we signed up to learn; and finally (5) maybe you should have a manager on duty who wears a different color shirt than everyone else so we know who we need to talk to when we have a gripe. read more

Dropped my IPhone. Thankfully I had a replacement plan. Waited 1.5 hours for an appointment with a genius so "tests:" could be run. (It clearly was a cracked screen -- a visible and badly cracked screen -- NOT a complicated diagnosis) Then, after waiting, I was told they were out of the phone. It's the Apple store -- they don't have IPhones?!? And why didn't they check BEFORE making me wait? A horrible waste of my time. Went to Clarendon to get my phone -- it went very smoothly. Wish I had started there. read more