What a bad service I received from one of the manager itself or at least that's what she told me as soon as I walk in the store. My friends and I went to buy a new iPhone for myself and a replacement for one of the phones and she just denied the service even though she was not doing anything she didn't even offer any solution for me. I will never come back to this store. read more

I have AppleCare Plus and these fuckers still wouldn't help me, What a racket. I hate Apple people. The phones are very subpar, the company has very questionable ethics, the stores are no help at all. In fact they are more of a hindrance and very fucking weird. I'm going to Samsung and never giving these people my money again. read more

Went with a neighbor to this store to help her purchase a new iphone and a new iPad. It couldn't have gone smoother. Ipad and phone were set up for her without a hitch and she got a good deal on her trade-ins. The sales rep went above and beyond to help her get in and out of the store as quickly as possible and she left the store a very satisfied customer. Good job Apple - you're living up to the Apple reputation for excellent customer service. read more

I went in Arrowhead Apple wednesday, nov 12th to get a new phone because the 12th tech from over the internet the night before, sent me in to get a new one saying it must be a hardware issue. When I met Cheyla and explained that I was there for a replacement phone after 12 previous attempts (most online with screen sharing, but 3 were in the store) to fix it, she first asked if they did a complete reinstall without saving my apps. I said they did and when they took it in the back room for a diagnostic, that they found the sim card was bad, so i replaced it. That didnt work, so i called online that night where the other senior tech recommended a new phone after some more online checks. Yet Cheyla ignored all that, wanting to do more checks. I said No. After 12 previous attempts I want a new phone. She said no. That she cannot give me a new phone! She was cold, condescending, and uninterested in all the weeks of grief the phone and bad Apple service caused me to endure. She wanted it her way, or no way! This is NO way to treat a customer!!! Quite frankly, after at least 15 years as a loyal Apple customer, buying multiple phones, 2 ipads, and even 2 imacs, she was the first tech who has ever treated me that way. Apple in my eyes is the premiere phone/computer company in the world. Also the most expensive. You should not have such arrogant people working there. Amazingly, as i walked back out to my car, another tech texted me. I complained about how I was treated at the store, and he (Charlie) set me up with a new phone. I let 12 other techs try to fix the issue. That is far more patient than most customers, yet, Cheyla was by far the most disrespectful. If it wasn't for Charlie, I would be leaving apple. If I could give this young woman a negative 5, I would. read more

Not much i can say about this store, its the #3 in the US and the business managers are great! They know how to look after you well. read more

Hello.  My husband and I had an absolutely horrible experience in one of your stores today.  I have had an Iphone since the Iphone 4 and, my husband as well.  I had went into the ATT store due to my Iphone 12 Pro screen going black and I was unable to physically get the phone to turn back on, until it felt like doing it its self.  Also,  I would set the phone down and the widgets would start to wiggle for no apparent reason and no one was in contact with the phone.  It was very odd.  The ATT representative ran a software diagnostic on it and saw nothing.  He suggested calling Apple and letting your technicians attempt to fix or at least diagnose the issue.  I did so and, the same thing.  The Apple tech then went ahead and made me an appointment with the Apple Store in Arrowhead, located in Glendale Arizona.  Both the ATT representative and the Apple technician stated it was more than likely a hardware issue as it was not showing as a software issue.  They were both professional as well as, courteous.  My appointment with the Apple store was at 1:45 pm on November 11, 2021.  My husband (whom is disabled) and, I arrived at the store about 10 minutes early.  Several customer reps walked on by as if we were not there.  Finally, one stopped and asked if we had been helped.  By this time we had in fact been standing there for a total of approximately 15 minutes.  Which did in fact make it past our appointment time.  We were there and we were told to wait and that someone would come sign us in.  So when this rep asked if we had been helped we told him no we had not.  He signed us in.  By this time we were signed in about 10 minutes later than our scheduled appointment.  This is highly understandable.  They all seemed very busy.  We waited and waited and waited after this.  After another 45 minutes of waiting and having no help and my appointment time definetly passing, I went to an associate and asked if there was a manager on staff that I could speak to.  He stated that there were several managers on staff and did I know what specific one I wanted.  I told him what was going on.  As I was going to explain that my husband is disabled and can not keep standing.  We would require somewhere to sit and we would need to see someone, I was interrupted very rudely and asked my name.  I gave it to him and he then went on to tell me that I was waiting due to the fact that I had shown up late for my scheduled appointment, and, that it would be a little bit as they had given my appointment to someone else!  I informed him that I in fact was not late and that the reps hadn't checked me in.  When ever, I would attempt to speak to one of them to check in I kept being told someone would be right with me.  His response was well this is what happens when you are late.  I will have a tech with you soon and for now lets see what we can manage to fix.  He was being very snide and very sarcastic about it, as if I didn't understand or know how to work my phone.  Not polite and helpful.  He asked me if I had tried to turn it off and turn it back on again.  To which I responded I have done both a soft and hard reset,  I have had diagnostics ran by both ATT as well as, Apple tech support and that Apple tech support had made the appointment with the Apple store for me to come in today.  I stated it is not a software problem but, a hardware problem.  He said OK! Well, lets just see what this guy here can do for you.  He pawned me off on another genius bar rep and rolled his eyes at me behind my back.  What he didn't see was that my husband was watching this entire exchange happen!  The new tech smiled and said okay sweetie why don't you come this way with me.  Very deragatory like.  I did and we went to the table.  He stated that he needed me to tell him what had transpired so far to fix the phone.  I told him the entire issue with the phone and what all had been done so far.  He stated that the Genius Bar no longer replaces the phones and that they would take it to the back and put all new guts in it.  That would hopefully resolve the issue and that it would probably be about 45 minutes to an hour.  He asked that I sit tight and he would take the phone, sign it in for the repair and be right back.  I did so.  He then came back without my phone and told me it would be about 2-2 1/2 hours!  I said " You just said it would only take about 45 minutes to an hour!  Now it's 2-2 1/2 hours?"  He then told me that he did not state that.  I asked at this point if he was telling me I was making up a conversation that we didn't truly have?  He just smiled and said well you need your phone fixed and thats what it takes to do it right?  I responded that I would be back.  I was so upset, irate, and, beside my self with all the belittling and lying and back wards way that things were handled that my only option was to walk away and calm down.  My husband and I returned 2 1/2 hours later.  A young lady checked u read more

There is never a time when they aren't busy. There is always no less than a 20 minute wait. The store is chaotic and the management completely rude and unhelpful. I will never, NOT EVER, step foot back in this store. read more

Worst customer service I've ever experienced in an apple store. I was speaking with their traffic person and another apple employee interrupted me and he just started talking with the other employee like I wasn't even there. There were multiple employees standing around doing nothing and I was told I'd have to wait an hour and a half for next appoint. Not a problem, I'll buy a new phone somewhere else. Incredible! read more

Jessica the Manager is RUDE, condescending, and unprofessional. The frontline staff asked us to go to TMobile to get proof of purchase and then they could help us. TMobile said they don't know what they are talking about they are the worst Apple Store in town....drive to Scottsdale or Surprise instead. Instead I had to get proof if purchase from Assurion Insurance. Well, I should have listened. We waited in the mall for TWO hours for Jessica to tell us that they could not help us reset my husband's Apple ID and we could not use the Apple Computers in the store because they were not imaged. (I am not a programmer, but I am not an idiot either) We have been to the same Apple Store to do just that 3 times in the past six years to do exactly that, so she is a liar. To top it off, she said things like I am going to talk to you, speaking to my husband directly and avoiding eye contact with me, and dismissed me entirely. Little does she know that there is a reason that I am helping him which is none of her business. The store has become a joke and she should be fired! read more

Waited for long after the time frame they gave me while I watched several people who came in after me leave with their stuff. Almost 45 minutes after the 30 minute window they gave me, I still haven't gotten a text that they are ready for me. read more

This is about the San tan store... just like arrowhead getting through the door sucks, I've left MAD twice.. really turned me off...and I'm trying to buy a an $1800 MacBook... don't think it's going to happen for a while read more

F**k this place $2000 for I phones that broke in months and they won't replace them for less than $600. Apple is junk and so is this store! WORTHLESS read more

Does not acknowledge customer when walking in; creates a lot of anxiety trying to find an open sales person . Only to be given a time , but Apple is inaccurate when the customer comes back to the store for the scheduled time ...Waited almost 45 min after waiting 20 min for a check in time. read more

What wonderful service I received! They walked me thru the fix over the phone. Their IT tech was awesome!

I went in today with a shopping appointment to trade my iPad in for an Apple Watch. I got there 30 minutes early and was surprised that I was able to get in with an associate immediately (even with at least 10 people sitting around, but not sure if they needed help, or were waiting for someone to finish shopping). The guy helping me was nice enough, but between his mask and thick accent, I had a really difficult time understanding him. And it didn't help that I felt as though he was rushing me. I confirmed 3 times with him on which watch I wanted, and he repeated it back to me before I paid. It's 90% my fault for not checking, but he gave me the GPS watch when I specifically asked for the GPS + Cellular. (And I know he heard me because he made sure with me that I knew I had to set up a 2nd line with my phone provider for it.) He also didn't add on the Coverage plan with my watch when I asked for it, so I had to go through the hassle of entering all my info for a 2nd transaction. This is the closest location to me, and it's about a 30 minute drive without the insane Peoria traffic, so it's not convenient for me to go all the way back to exchange the watch. I can live with the GPS, but for how much they charge for a watch, I wish I would have left with what I wanted. Moral of the story, stick to online shopping and wait the extra couple days for delivery. read more

Even if you make an appointment you end up waiting like an hr LOLOL if you make an appointment dont even rush to get there bcuz ur gonna have to wait anyways I came in just to replace ONE key on my keyboard and i had to wait an hr read more

I have always supported this place and gave them four out of five stars recently, as recently as two years ago I mean. I went in there today August 1, 2021 and I was greeted by a very eager security guard and informed me I must wear a mask to be in the store, mind you there's no mask mandates but the CDC did make the recommendation a week ago or so despite local government orders or lack there of, I guess it made sense that Apple would follow suit but I'm disgusted. I told him I wasn't wearing it and of course I was not free to shop there but that's OK, for everybody reading the only way to hurt these people is a hit them in their pocket and I want to make it clear that every other store in the mall and I mean every store has zero problem with people walking around without a mask at this point here in Arizona, having said that if we were to walk off and spend our money in any other store in the mall eventually Apple would have no choice to change this or be forced out of business. read more

When I arrived I was instructed to go to a different line so that I can find out whether they would have anybody that can help me. I was told I might have to schedule a time to come in and shop for a computer. There was one customer in front of us and after 15 minutes of them asking questions we finally left the line. We went back to the original girl to share with her what was going on because maybe things were not being done properly. She assured me that this is the way things are done. There was five people inside the store not doing anything, her and another girl were just standing there waiting for people to come in for repairs but nobody was able to help us make an appointment or come and triage the other people that were talking to the other guy for 15 minutes. I blame this on The leader ship and the training of the store. I went home and spoke to an apple rep on the phone. Bought a computer and they helped us set it up on the phone. read more

Lemme start by saying i am not really an "APPLE" guy. With that, I cannot believe how busy this place is....I have ALWAYS made an appointment prior to coming and I STILL have a 15-30 min wait! They have a lot of going on in this store to classes, troubleshooting, repairs and instruction....oh and of course sales! Somehow the staff can single you out if you need to be checked in even if you casually wandered in with a group, its almost scary! With what I needed and had to have done the staff seemed knowledgeable enough and answered my questions. Just remember, make sure you take the extra time to make an appointment if you have any detailed concerns and questions on your device. read more

This is a huge, modern, very bright store. Tons of staff which is good with how busy it is. Its in the middle of arrowhead mall which is always busy so parking can be hard to find and then walking to the store can be time consuming. It's a little over whelming when you first get there because there is people everywhere and there is just random tables but nothing to check in at. So you literally have to walk up and say excuse me to who you hope is an apple staff member to check in. You then just sit and wait. The wait time is super long but that is expected. Even with an appointment it is usually a 15min wait after scheduled time. Besides that once you actually get to speak with someone. I have gotten great customer service here. today I went in for a repair and Alex helped me. He was very nice and had great communication skills. He showed me what was going on and explained what needed to be done. I needed a new phone replacement and I ended up waiting 30min for a new phone that was suppose to be brought out but ended up not being in stock. So I am not looking forward to having to go back and wait again just for something that should have been done in one trip. I do not like the set up of the store as your kind of on your own. I recommend at least a place to check in it and some type of waiting area rather than craziness everywhere. But if you do need apple help make sure you make an appointment. read more

I hate this Store. The battery in my iPhone 6 became corrupted and of course it's out of warranty. So says the Apple tech guy I called. He set me up an appointment to come to this Apple Store to have the battery replaced for $80. Its either that or buy a new phone. So, I come here at the scheduled time. It is always chaos in this Store because there are no signs, no one is sure where to go, is there a line? I finally found a line of people, still not sure what the heck I was supposed to do. Finally talk to a guy who looked me up and found my appointment. Set me up with a tech guy who then said we have no batteries in stock! What! What a waste of my time. SO he says they will order one and email me when it gets here. So I get the email a few days later, and it just says come in to the store. No date by when or anything. So I got the email Dec 5. I am here now and it is Dec 21. I'm busy with work all week and kids on the weekends, I really don't have time to get to the mall. But now I'm on vacation. So anyway, again can't find a guy to talk to and then when I do, he says go talk to this person, blah, blah. This person looks me up and the part and said I was supposed to be there within 5 days of getting the email, even tho the email had no dates in it. So they returned my part to inventory and I would have to go back and get on the wait list. I was so mad I couldn't talk at this point. So, I get on the wait list and it's a 45 minute wait he says. I bet that when I finally get to see a guy they are either going to say, oh we don't have any more batteries, you're screwed, OR ok we will fix, but it will be a couple hours. I REALLY don't want to be at this freaking mall one more minute. But that's the Apple Store for you. I never ever want to come here again. I will update my review if anything magical happens, like if they actually make me happy for once, but it's not looking like it. read more

Apple customer service is not up to par with the brand. It's a luxury high end product with low inferior quality customer service. I'm now multiple calls and visits working on a manufacturing defect. This store is Awful! read more

Is there a worse experience than the craziness of an Apple store? I don't think so. Staff always seem overwhelmed and unavailable.

I am a customer of sprint I went into there store 5 times!! Called the phone was on hold repeatedly. Walked into this store and an apple employee greeted me and asked if I needed help immediately. It was very busy when I arrived but they let me know every option that was available and how long I would possibly have to wait. I do not mind waiting especially when the employees were clearly very busy. Once it slowed down and they were able to help me they checked my phone once and immediately told me I would need a replacement and it would hopefully solve my problems. Walked out of the phone with a new phone and a smile on my face. 10/10 would come back to this location. If your having a phone problem please go here. read more

I checked in 15 minutes prior to my appointment. I was told it would've been a 10-20 min wait. It took the staff 2 hours to attend me all while attending those that came in well after I did. Horrible attention to their customers. read more

Worst Apple store ever. I bought a canvas for $99 to protect my iPad air 2 on purchase at this store. The clips broke and my iPad fell cracking the screen. I went in and the rude sales guy said "you dropped it". I tried to explain that the clips were internal and wouldn't break from a drop. I didn't drop the iPad or the canvas by Logitech. The store wouldn't stand behind the cover they sold me that was guaranteed for a year. After a lot of calls and emails Logitech sent me a replacement with the same problem. The magnets are too strong for the plastic clips. Now i have a cracked screen and a new canvas i cant use. I always had amazing support from apple. This was my first purchase at the arrowhead store. They don't support their products, gave me the runaround, worst experience by far I've ever had with an apple store. These guys are not to be trusted. Also; Ive never given an Apple store anything but five stars; Miami, Barcelona, new york city(central park and downtown), salt lake city, south Hampton England and more. This store has been the worst by far. Two stars was a gift. What's happening? read more

The Apple store workers are stupid don't trust them I asked if my computer hook up would do something and they said no read more

Terrible experience. Brought my phone here because it has "touch disease" look it up. Manufacturer issue. They ran diagnostics and everything came back fine. But insisted to ship my phone off for further review. This is after their idiot (not genius) pun intended, told me they had in stock and I could exchange it for $149 plus tax. Waited 3.5 hours for so called tech. Then took over an hour to run all his tests. Then after I didn't like his response, to get a manager took another 25 mins. This location is pretty terrible. I have extensive history with Apple and their products. This has to be the worst location I've been too, Arizona, Ohio, New York, California. Probably will just switch to Samsung or Google. They haven't lost touch of taking care of their customers. read more

This is a disorganized and chaotic environment. I just went ahead and went to a mobile repair shop, it was a much better experience. La neta no valen verga. read more

This store has NO customer service. Was told on Sunday to come into the store on Monday and just sign in and leave my phone for the new battery that it needed but upon arrival today, Monday had me sign in and told it would be 3 hours before anyone could help me...after 4 hours of waiting I asked for a manager who informed me I would be next....15 minutes later I was told their system was down and nothing could be done for me but I could wait if I wanted to but they had no idea how long it would be, maybe a couple of hours. I asked them to make up for all the time they made me waste to say they would take me first thing on Sunday at 1 o'clock ....of course they said no and I would have to sign in again and wait.....who knows how long this time and just for a battery. Too bad the great phone people you get when you call Apple technical people don't work in the store then they would get 5 stars. read more

Kate was very helpful today. She was personable and made the waiting time go by fast. She was attentive to my needs and helped me get in and out. Thanks Kate for the great experience. read more

We came to the store on a busy Saturday after the Christmas holiday. Customer Service experience was awesome and Faiz helped us with selecting a new iPhone and assisting in getting it set up. Great experience. read more

{Kallimayor was our customer service rep., in case you choose to have your appointment made with him, (and I highly recommend that you DO!!!) He's the one with the dreads and the awesome guest service skills!!} I'm leaving here SO much happier than when I came in. Not only did he diagnose, mend, and document my laptop's problems caused by Glendale Pawn & Jewelry, he also exhibited a sincere compassion for my privacy rights having been violated, and treated us with the utmost respect and courtesy. He was patient, kind, communicative, and totally efficient!! Thanks Apple Store! And a special thanks to Kallimayor for his excellent customer support!!! read more

This store SUCKS! Been there 2 times for my battery replacement due to software running slow(I have APPLECARE) and didn't replace it first , said battery still good , changed settings on me and when I tried my phone couldn't make a call. Made another appointment (following Apples process of calling 800 number) for 11:35 and was not going to be ready until 4:20! WHAT THE HELL IS AN APPOINTMENT FOR? After checking in someone came over an hour half later to take the phone and by then there were tons of people in front of us! Plus we live 2 hours away so each trip cost about $70. THIS IS BULLSHIT! I've been an Apple customer for 17 years and NEVER have I seen such problems as this battery replacement program. It takes about 45 minutes to replace the battery and we have to leave it there 3.5 hours!! DON'T go the this Store! Word is that stores are getting so many customers coming in and employees are doing battery replacement full time, the employees don't like it. Tough shit, I worked in IT for 30 years and never treated customers like this! STAY AWAY FROM THIS STORE!!! read more

Not the same as it used to be. They seem to hire kids fresh out of high school with no experience or knowledge to what they're dealing with. Employees aren't willing to help or answer any serious questions about the apple devices you may have. I used to have pleasant experiences with this apple store years ago when they were on the south side of Arrowhead Mall. Not sure if management changed but regardless this place sucks now. read more

Omg.. where do I begin? So I was in the market for a phone upgrade and needed to switch carriers. I didn't get acknowledged till about 20 mins of standing looking at the employees. Then I was told there would be someone ready for me to talk to in about 15 -20mins. I was like okay, I've invested this much time let me wait for someone. Fast forward 25 mins later so NOW im here 45 mins into this process I get a mediocre apology for the wait. Im done at this point, I wanted to leave, but didn't want to be rude. I swear there was 2 customers who walked in after me and where already starting the process before I was without an appointment!! To make things more ridiculous the lady who was assisting me, didn't know anything about Verizon's different plans, hands me the phone so I can read up on the plans and select one. You would think the employees are somewhat trained on the carriers if they are allowed to connect you with multiple carriers, anyways just about when we are getting ready to finish the lady steps away comes back 2 mins later then proceeds to tell me that the carrier needs to verify my identity and that therefore she needed to cancel the transaction. This store is a complete joke. I suggest you go elsewhere for your business, if you value your time. read more

I was surprised about the lack of more efficiency when it came to phone repairs, purchasing items and overall just trying to get help. Me and my mother set an appointment for 4:50pm to fix the speaker of her phone, we show up about 5 minutes early and where not attended by an apple care worker until 5:20. By the time we got help and my moms phone got taken back to be repaired they let us know to come back at 7:45pm. When we arrived back, they let us know "sorry but we were actually working on the wrong problem instead of the problem you told us your phone had so we need another hour come back at 8:45pm". Already annoyed me and my mom decided to wait. In the mean time TADI helped me buy a MacBook, he was one of the only very attentive workers, sweet, funny, helpful, informative and just great energy. By the time 8:45pm comes, they told us we needed to wait another 15 minutes. By the way they close at 9pm so as the team was closing doors and cleaning up me and my mom were still there. Finally a worker comes out @9pm to let us know that they will just give my mom a brand new phone because they were never able to figure out the problem. It was truly a waste of time and apple geniuses are not so genius is what I have learned from this overall experience. read more

The worst Apple experience ever ! 3 hr wait time and poor customer service. Never again.

Let's face it, if you're going to the apple store it's likely not going to be fun. Yes, even Macs have issues. I have to say that the crew here was SUPER. Especially a big shout out to Alex, one of the geniuses on staff. read more

Pathetic service here. Can barely setup an appointment or get someone on the phone. Waiting 20 minutes and no live person.