I just wanted to pick up an online purchase and I waited 30 minutes! THEN they tell me they don't have a bag large enough for my purchase. WTF?! read more

Here is to the worst Cell phone provider I have ever come across. Now this goes out their customer service reps at corporate and IT support. I put in a request to port my number on Saturday morning ok they said it could take 24 to 48 hours and I would get an email once it is done ( really it shouldn't) it took 6 hours for them to port the numbers. But the thing is they didn't tell me like they said I they would. No email nothing. So that same night I put in a request for them to unlock my sons iPhone. Ok they say 24 to 48 hours. I call this morning and they say, "oh we don't see that request" sorry. You will have to wait another 24 to 48 hours. So, in a since T-Mobile is holding my phone hostage. Why because I said I want to leave T-Mobile? I have spoken to other people that this has happened to also. So, if you are reading this Please Please don't use T-Mobile as your Cell phone provider. They will not take care of you in the end. read more

WHY would they schedule a 8:35a appointment when they don't open until 9a?! Incredibly inconsiderate. How upsetting to have children with you and things to do, and then have to wait for Apple to get their shit together. read more

This is the worst run operation ever in my experience. The team has very little knowledge about the products made by Apple. They offer no solutions and when confronted with a concern, they have little interest. They should be shut down. read more

Should have read the reviews before going to the Arrowhead Apple store. Just like I've been reading, they have absolutely NO customer service. I made an appointment to get my battery replaced in my iPhone and when the time came....they told me that it's not really $29 like advertised because the phone almost always breaks when the battery is changed. Huh? I asked over and over why and was told it would end up costing me $380 instead. Apparently, if you're not buying a new phone, they will break yours on purpose and charge you for the repairs. Left, made an appointment at Best Buy and they were spectacular! Had no problems replacing my battery. My iPhone runs like new! Will only buy and get service from them instead. Shame on you Apple store!!! read more

My first time needing help with my malfunctioning MacBook Pro. Rome was my tech and he was amazing!!!! Thanks for saving me time, frustration, and most importantly money! read more

Went to the Apple Store with a few basic questions. A man by the name Jinx there was able to answer my questions, helped me find my charger, and update my Mac to the latest software. Jinx was incredibly friendly and very speedy quick. We were in and out within minutes. If you stop by this location definitely ask for JINX read more

It was a terrible experience and this is one of the least helpful Apple stores I've ever been in. Never coming back if I can help it.

Ahhhh this place... Can you guys add more staff please? For the amount of money that your clients pay for your deceives you guys should have top notch customer service. I was so dissatisfied with my last visit that I TOOK the time to write to Apple. Still haven't heard anything back. Please, please, please make an appointment! I had an appointment during my last visit, showed up 20 minutes early, another 20 minutes to be seated, 20 minutes to be moved the the "Genius Bar" (not sure what is so Genius about it), 20 minutes waiting for someone to acknowledge me and 20 more minutes to have my issue resolved. Apple Management: if you're reading this, it's too late. Never again am I coming back here again! read more

Absolutely worst customer service. Waited over 90 mins while our technician Fernando kept walking away from us only to be told we need to buy a new IPhone. As I listened to the other staff members talk to other customers that seemed to be all tyhey could say to customers was your phone is outdated you need to upgrade! Horrible customer service! Went to Verizon and the phone was exchanged for a new one because it's still under warranty! Last Apple product we will ever but again. read more

Horrible wait, no water uncomfortable chairs. Will not come back to this store and I'm rethinking the whole apple line

Any other Apple Store is better than Arrowhead by far. We've always had issues with the place whether be buying, repairs or returns I've never been treated so poorly as a customer. Needed a refund for a brand new machine, with a receipt, it's not complicated. We told them we got it at the Scottsdale store the day before, the receipt showed both an old and new machine with different serial numbers but they clearly just couldn't figure out what to do or want to take the extra step to find the solution. Immediately got on the phone with the Scottsdale store we got it from, they even confirmed the receipt over the phone drove all the way out there and seriously in less than 2min they handled everything no problem and we got the refund. Save yourself the stress of dealing with this Arrowhead store, until they start training their employees to represent Apple better, and go to any other store in the valley, you'll be glad you did. read more

I need help. I've been to this store twice, waited in line a Almost 3 hours, I've reloaded my phone twice, I've lost valuable data because their back up does not work. I need help. Does anyone at apple care. How does one get help. I am begging for help. 15-20 sales people standing around doing nothing while I waited for help. How do I get help. The absolute worst customer service I have ever encountered. If they cannot or will not help just tell me so I can go buy an android. Please help. I am begging read more

My 3 year old Macbook wouldn't load the new Snow Leopard for some reason so I took it in for an appointment. First the "Genius" (Idiot) says I've got a bad optical drive, so he hooks it up to his genius box to install the software. After an hour, he says it wouldn't install. He then tests the drive and says it's failing and we should back it up as soon as possible just in case. So...when we get home and try to start the computer it can't find the hard drive. I put in the 10.4 discs, optical drive works fine, go to disc utility, plug in my External drive and am able to copy. Then I erase and reinstall the original OS, then copy back my data. Something this guy did killed my ability to boot up. I then ordered a new 500GB HD from Amazon and installed it, still using my "dead" optical drive. Being a "Genius" doesn't matter if you give glib and sarcastic answers, don't take the time to understand what's happening, and really don't care to help. read more

Super helpful and knowledgeable staff but the check in process is a joke. People everywhere and not certain who is the on checking in. Late to appointment waiting to check in. read more

Made an appt. for the Genius Bar online, showed up and waited 5 minutes. That's it! Sean came right out, listened to my problem, diagnosed it and fixed it! Out in under 30 minutes!!! Much better than my experience at the Scottsdale quarter location. Thank you sean!!! read more

I really enjoy everything apple has to offer. They have amazing features for the iPhone and I really enjoy all of them. The fact that you can bring in the iPhone whenever to get fixed easily is awesome. The only thing I would change is how long it takes to wait to get the phone fixed. Other than that apple is a great company. read more

I went today because I can no longer move between text messages. The first person at the door told me it would be a 4 HOUR wait. I shopped and went back to see if they could tell me how much longer. The gal at the door tried to hard reset the phone, but 10 minuets later- same problem. Still about a 2 hour wait. Clearly there is a HIGE need for another store in the west valley. I am ALL Apple- desktop, iPad,iPod, iPhone but my next phone will be a droid unless they get their stuff together read more

As you walk into the corridor you hear that music that plays in movie when Flash Gordon appears. Then you see all of the white heavenly objects that do all the things that dreams are made of. ohhhhhh Apple, how do you do the things you do. read more

I have to say Tylen Smith was a Great Apple employee. He was really nice and caring for my situation. And he did everything he could to help me which gave me good results. I had an iPhone broken and he told me that I have apple care so I got it fixed which only took a couple minutes which was really great. If you ever have any problems I would suggest going to Tylen Smith about it, he will help you out and really overall great person to be around with. read more

Alexia is the "genius" that helped me. Let's just say every question I had she attempted to confuse me because she didn't know the answer. I could tell she was frustrated but instead of just saying she didnt know, she would give condescending answers. I hate that I came to this store for help about my iPhone 5 camera not working and not getting an answer at all. Horrible customer service. Bad representation of Apple. read more

The worker took for ever to get the device to pay! Keep in mind I came to buy a case for my phone. I've been waiting for almost 30 minutes just to buy a case. read more

Spend lots of money at this store and they won't even replace a phone cord for you... very pissed and am considering never buying Apple products again. One guy was real rude then I went back later and one was nice. But they still won't replace any cords read more

Wow, absolutely unbelievable how bad these people treated me. Took my brand new iPad air 2 in because i was having a problem with iMessage the tech looks at it says wow thats not right, then turns around and goes and helps someone else with an iwatch and just leaves me there and won't even look in my direction. After 20 minutes i pack up my toys and leave. I will never darken there door way again, and i will tell everyone I can to never spend a dime here. read more

I received piss poor service from the Apple Store. I don't even know why I bother with them. They will receive no more business from me. I went in today to get a new cable, because mine had broken, and my phone was still under warranty. They told me it was a 30 minute wait, and to sit at the table. I did so. I waited in total an hour and 30 minutes, only to find out they had canceled my appointment. They did not call my name, and didn't even bother to help. They then had the audacity to tell me to wait another 20 minutes. Do not give Apple your business. Take it to Samsung or another computer manufacturer. read more

I brought my iPhone in to repair a cracked screen and they just gave me a new phone for the same price as the repair. Great customer service! read more

Great customer service! Attentive employees! Patient, kind, and good communicators. Very pleasant.

I am on my 2nd battery case from Apple. 1st one just stopped charging and was replaced. My 2nd one is about 10 months old and it is literally falling apart. It does not cover my control buttons anymore. It's shedding like someone with a sun burn. This also happened to my friends battery case. My first case did not fall apart like second one. I would not buy it again. read more

Bad customer service ever i never see ... Julian... It's the guys serviced for us... It's not the first time i bought the phone in this store but it will the last time for this store read more

Thank you Reid for your amazing patience and your great multi-tasking! You saved my pictures!

My husband and I arrived to purchase an iPhone as a cash transaction, we wanted the phone unlocked to change carriers. We waited for Gil as he was the person we were told could answer a couple of questions and helps us. After a 15 minute wait, he began to assist us, he was a very nice gentleman. The manager interrupted us 3 times, to place foreign speaking only customers in front of us, this is where the service went downhill rapidly. I said Gil, were they waiting before us, he replied no, I'm the only person here that speak their language. Not once, not twice but three times we were interrupted, can I say by the third time my blood was boiling. Gil said let me get someone us to help, which placed us back in the waiting queue. The lady came up and said I see you're frustrated, tell me what happened and I can assist you, we explained only to be told she isn't the right person we have to wait yet again. At this point, I asked for the manager, Sam, came to help me, talk about rude! I asked Sam if we could move away from the customers as I didn't want them to hear about my bad experience. We moved towards the back and a young teenage boy came over and began listening, instead of the manager guiding us away from him or asking him if he could please step away, I had to ask to ask to move further away. Sam had all kinds of excuses, he lied about interrupting us for foreign speaking customers, even Gil was apologizing for the interruption. Long story short Sam's offer was to place us back in the queue which would be an additional 15-minute wait. At this point, I got his name, general manager's name and called the 1-800 to file a complaint. After an hour we left without a product, we live 90 miles from the closest Apple Store, I can tell you I will drive an additional 30 miles before I return to this location. read more

Don't bother. Too busy to help customers. Order online and save the aggravation. Only reason I gave it 2 stars is because of the product otherwise just 1 star. read more

I was a fan of apple , until recently, now I think they are just downright , un trained under informed help. I had a bureau of mis information from this store. I made a genius bar appointment,and he was helping me and 3 other people at the same time, had to track him down and wait to ask questions as he bounced around from person to person. The truth is, with the problems we were having , he shouldn't of stepped away for one minute. read more

I have no idea why some people rate this store so badly. Maybe its just me that have never had to struggle for service like some people. Ive been to this store way too many times to even count(repairs, replacements, purchases). I have always been treated very well. Just yesterday i was here to replace my broken phone and the genius bar tech was super cool and extremely helpful(i wish i remembered his name). It does get pretty packed on weekends so make sure to book an appointment ahead of getting there so your check in and wait time is a breeze. read more

Not the biggest Apple store I've ever been to but this place is almost always busy. We had to get our Mac's hard drive replaced and that was the first time we used their Genius service. We were in and out pretty quick. I think the key is just to be patient. Lots of people go there w/o making appointments and although I'm sure they do their best to get you in at your appointment time, they can't always control who goes in w/o an appointment. read more

My wife and stopped by this location last Friday (06/24). We were getting ready to go on vacation, and had a couple of questions about our iPhones. We were approached by a short, plump, balding associate, and explained that we had a couple of questions. He explained that he was in sales, and that we should book a class. End of conversation...other than the suggestion to try google. I didn't/don't want to book a class, between these phones, iPads, and an iMac; we have probably spent north of $5K in Apple stores on Apple stuff. We have had questions in the past, and have dropped in at both the Biltmore and Chandler Apple stores. Our questions were answered, and we went on our way, happy. I don't know if Mr. Sales is new to sales, or if he lost his job at the used car lot; but he's not a great first contact for customers, and was about as helpful/useful as an accordion on a fishing trip. I won't be back, and may have to rethink the whole Apple thing... read more

Not sure what reservations are for. Still have to wait to pickup a purchase should be 5 minute s max.

Great store only reason for 4 stars is having to wait even with an appointment. Staff is really helpful and was able to answer all questions in regards to the technology I would need to start my podcast and website read more

Ok, my daughter talked me into going back into this Apple store and talking to them about how they handled my battery replacement above. Donovan was the tech that I spoke to. He pulled up my case number from 3 months earlier and suggested that I bring in my phone the next morning and see what they could do about how this had been mishandled. I brought my phone in the next day and Donovan introduced me to Lonnie as the tech that would be helping me. They ran a quick diagnostic on it and determined that the unit should be replaced. With the ok from a supervisor Lonnie handed me a new phone! I believe that both Donovan and Lonnie both went the extra mile in customer service to correct how badly my initial experience was. My confidence in Apple in general, and this store in particular, has definitely been restored! As an "Apple Family" we will most assuredly be doing business with this store in the future! I highly recommend them! read more

Service staff appears knowledgeable. The place was consistently busy. We went back twice for help and ended up loosing a large amount of information saved on an ipad. No one seemed concerned we lost the information or offered to take the time to prevent this in the future. I felt like we got drive thru service. Staff was more worried about the next person in line than helping us. read more