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

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

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

Bad customer service! I was told an hour and 40 minutes before I could get help. My phones sleep button stopped working and on there website it stated that the phone may be replaced I was told that was incorrect and they would have to send in for repair so I had to get a loner phone I then have to return to the store in approx 5 days. This store was overcrowded, loud and not able to keep up with the customers that need repairs. read more

It was my first time coming to this particular Apple Store. I was very pleased that i was able to get a same day reservation and was seen within seconds of walking into the store. Very unusual for a Apple Store and it was a Saturday evening. Maybe I was just lucky in that aspect. Overall I had a great experience. read more

Worst customer service here. I was late (15minutes) for my appointment and was told the technician was no longer there. What?!?! Hard to believe when you can make appointments until 815pm. Had to make another appointment. Asked for manager and business card and was only given a business card. I called the number and you get put to Apple customer service. I'm ready to say goodbye to my Mac and IPad. read more

This is the only bad thing about buying an apple product. Half of the employees stand around talking and the other half try and look busy. It's easier take an appointment with a top notch doctor and when your appointment arrives you hurry up and wait. Who ever designed the customer service model is an idiot. I currently count 8 employees standing around talking to each other. There is no organization or leadership, I would be embarrassed to be the supervisor . read more

I came in here to get my iPad replaced that is only a few weeks old and instead of helping me they called me racist remarks and said I caused the damage when it's clearly been documented all over the internet that it's a known issue. When I asked to speak with the manager, Jeremy, he laughed at me when I told him what happened. Then they told me that they just voided my warranty so that no one else would help me. Horrific experience, unprofessional and racist people work here. STAY AWAY from this location. read more

These guys and gals are great. There is so much energy in the store and everyone is able to help.

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

I enjoy going to this store to purchase product or asking a question. The staff is very helpful and informative. I always get my questions answered. read more

Knew what we wanted - 64 g SE any color - we waited 15-20min for person to help and he took all the info and had us back it up and after we did that and again waited for someone (25 min to back up and another 15 min for person) then they said they had no phones in stock. We have everything Apple and this store does not compare in service to the Valencia, CA Westfield Mall store. read more

I have never received better service before in my life. Billy was the sweetest most helpful employee I've ever encountered. I'm speechless honestly he helped me so much. I'm very grateful for his amazing help! read more

I always have great service at this store. Today I had an issue with the display on my iPhone and the technician (Raphael) diagnosed and remedied the problem in less than an hour. He was very professional and explained everything he was doing as he was doing it. I can't say a single bad thing about this location, the folks there are always friendly and very knowledgeable about their products. read more

I bought my first Apple MacBook Pro here a few months ago and it was a great experience. The staff at this store are very knowledgable and are ready and willing to help. The Apple products are also top notch too. I would not give this store a full 5 star rating because the store is always crowded, which is good for business, but it is mostly young kids playing on the computers and getting in the way. read more

Outstanding service, provided you make an appointment. I was out the door with a brand new iPad within 15 minutes (mine had a phantom touch problem). No stress, and knowledgable employees. read more

The tech was able to transfer everything from my iPhone 4S to the new 5 using iCloud, the only reason why I gave them 4 not 5 stars was due to the wait, even with an appointment. read more

One of the most horrible customer experience of my life. I made an appointment. You have to stand in one line to check in for the appointment then they send you to another line to talk to someone about your issue and they check you in to see someone else to actually try to help you. Ridiculous!!!!! read more

Absolute worst Apple Store. I buy Apple products for work all the time, so I know exactly what I want and JUST want to purchase. Each of the three times I have tried to do just that, it at least a 2 hour wait. Then I tried ordering and paying ahead of time to just pick it up... simply right? Nope, another 2+ hour wait!!! Save yourself the time and drive to another location, even if it's an hour away, you'll Still save time.... read more

I bought an Apple Watch Nike series 3 here. I paid for Apple Care and haven't had issues until the last month. I have been getting blisters where the sensors sit and called to report the problem so I could switch out the watch. I have no allergies, am not wearing the watch too tight, and always clean it - I'm a nurse and its pretty much mandatory. I was told that I need to go see a dermatologist and that they won't help swap out the watch through Apple Care (I am fine paying the fee). Basically I was completely dismissed and they refused to help me! I will definitely be thinking twice before ever purchasing an Apple product again. Worst customer service ever. read more

They need a better process for servicing customers. They push you off to side to wait in line for tech support then they service other customers that step in front prior to taking care of customers in line. Appointment times are not true appointments, there is still a wait to hand off device prior to waiting for it to be fixed. read more

Perfect! I dropped my iPod touch the other day and it cracked.They gave me a new one for $99! Service was quick and easy! I had warrenty, of course, but it was so quick and simple. I just walked in, asked one of the employees what I could do about it, and he told me I could get a new one for $99. So I did it. It is also just a great store with great service and assistance. read more

The fact I love apple doesn't mean their employees are smart took my phone there the first guy said yes we can change it for you. 5 min later another guy said no we cant it's like no I didn't liked u. read more

If you bought your mac used, dont bother bringing it here. Was having issues with my macbook pro, so far had 2 conflicting ideas from 2 different sources. they had to find the serial number, only to find that I had bought it used from another store because that's the only way I could afford one, they wont even diagnos it. I know its vintage so they woulndt work on it but I guess they were afraid of getting cooties from it cause the wouldnt even touch it. Fuck you. if I ever buy apple again, which admitedly I will, it will never be from you guys. I will never buy anything from your store. read more

I made an appt and had no wait. Ty was great and spent nearly an hour getting me up and running, even though not all of the problem was Apple's fault. He was so knowledgeable about the situation. I have only had the best customer service at the Arrowhead store. read more

Other than the wait, this was an outstanding experience. Purchased an iPhone 7 though T-Mobile last year, phone went haywire the past couple of days. T mobile said with their Pham, it'd cost X to replace, with insurance, and unless I purchased a "loaner" phone, we'd be without a phone for a few days. We headed south from Flagstaff, to the Apple Store, as we had the Apple limited warranty. Got there, and informed Sundays are the longest wait, currently at 2 hours to see a specialist. They took are details, and we meandered the Arrowhead mall in Glendale. Felt like a return to the 80's. About 75 minutes in they texted us to let is know we could see a specialist. Checked in, and waited 10 minutes. Specialist came over, took some notes, put the device through its paces, and warrantied us. No fuss no muss. Only complaint is the wait, especially if you drive down from Flagstaff. Note: possible to set up an appointment from Apple customer care, they say. 4*'s, would have been 5 but the wait didn't rate it. Recommend, just plan accordingly. read more

We are huge Apple fans but it appears two old adults just cannot get any advice or service at this store. We were ignored for 15 minuets and they certainly weren't busy as other stores. I think I know why. read more

0 stars if it allowed me to do so but I had to pick 1. The worst system in place for any business. I've never been so shocked by the process, the long wait and after coming back the next day with an appointment I was ignored and still had to wait. They took walk-ins before me. Why even make an appointment if you're skipped and have to wait 40 min after the scheduled appointment? I live 40min away and had to return to the store 3 days in a row. It's a terrible way to run a business! My family and I are going to switch from the iPhone and iPad to all Microsoft products. read more

Went in to have my mom learn and buy a few things for her new phone, idk could have been bad timing but we were brush off. I've been to other Apple stores and the guy that was helping us was annoyed with us or something and just said ok your done and walk away. Like cause we bought something that is all go away. Like I said might be bad timing but I've been to other Apple stores and this one sucks, the att guys near Sears help us out more. read more

I LOVE APPLE. It's a great store when you have an appointment. It's crazy busy all of the time, so don't expect to be in and out unless you have schedule an appointment. Employees are friendly and my overall experience was fine purchasing a new MacBook. read more

ZERO STARS!!!! Would be way more effective if more employees capable of something other than checking you in. ALWAYS a mad house! Found scheduling an appointment to be pointless. Hate dealing with Apple read more

Horrible service and they won't back their product. Had my iPhone 7plus for 4 days and the home button cracked. Employee told me my finger did it and it would cost me to fix it. I asked to speak to manager and he said employee was wrong in saying that but that I must of damaged it some other way. I stated I did Nothing wrong to the phone and that the button must be faulty. He refused to help me because the phone wasn't bought thru them. Dumb excuses to not stand by their product! They didn't want to fix my phone and practically insulted me. I waited 3 hours too! Ridiculous! read more

Upon entering the store I sought out employee's assistance. He said I would be helped, but wouldn't happen before 1 1/2 hour wait. No problem. After stepping out, hour half later a different asked me what I wanted but my name had disappeared from any waiting list #2 employee had in hand. He asked who greeted me and put me in wait list. He told me there is no such person working there. Then #2 guy turned his back and left me to ask myself just how many minutes of customer service training does Apple think is adequate to not be utterly offensive as a face for their company? read more

Early December, 2017, a software update showed in my phone settings under General, software update. On 12-21-17 I went into the settings to process the update. It had a bug in it. It wouldn't take my numeric passcode I use daily on the home screen. Same day approx lunch time, I called Verizon who took my monthly payment over the phone then had me reset the passcode in settings to the same passcode. It did not work and I was now locked out of my phone. I could not dial out - only emergencies. I couldn't call Verizon or anyone. I used my iPad and went online to Verizon and got Zack on chat. I told him I just got off the phone with Verizon who locked my phone and how could Verizon fix it. He asked me where I changed my passcode. I said the settings screen. He said he could not help me and sent me a link for passcodes to work. The link says to go to itunes, plug your phone in and click 'recover.' I plugged it it into my laptop. A message came up on my laptop asking to allow to connect to my iPhone. I clicked yes or allow. It clocked then came up with an error message that it could not connect to the phone. The phone never showed a message on the locked screen to connect to the laptop. I turned the phone off and on. Nothing happened. It still would not take my passcode. I immediately left for the nearest verizon store on 7th Street and Bell Road. I told a guy there was a software update that would not take my passcode on that screen. I told him I called verizon about an hour ago who had me reset my passcode to the same one and now I'm locked out of my phone. He blamed Apple and said Verizon is not responsible for Apple. He said you need to call Apple or go to an Apple store. I said I need to cancel my account then. He said I couldn't cancel my phone in the store. Your going to have to call verizon. I said with a phone that doesn't work? He said you can use a phone here. I called verizon and told them the same issue. They blamed Apple. I said if Apple can't fix this, I'm going to cancel my account. She put me through to Apple. The guy said the only way to reset your passcode is to go to iTunes! I said I did that already. He said for an iphone, you need to reset it until the apple with the cord shows on the phone and press recover. I said I plugged it into the laptop, it clocked. I turned the iPhone on and off while plugged into the laptop and it still did not work. I did it several times. He said I can't see what update you had. I said yes you can. Your Apple then said goodbye. I could not get to an Apple store until 8pm same night 10 miles away due to previous plans. The phone started working right when I walked in. It took the thumb print and the screen showed. The guy there said it was probably updating. I walked out of the store a few steps and decided to try the software update that originally caused this mess. Sure enough it would not take the passcode and I was locked out again. I walked back in to the Apple store. I told a young woman working there the issue with the software update not taking my passcode. She said I would have to make an appointment and there is nothing available until next week! I said no. Apple is the one who sent the software upgrade causing my phone to be locked out and now useless. She said their not authorized to change a passcode. I said Verizon blames Apple and Apple blames Verizon. She said I know how you feel. I said Do you? She said I could talk to Apple support on the phone. I said No. I already did that. That's why I'm here. She said due to the holidays, we have a higher volume and I can't get you in until next week. I said I'm not the one who caused this, Apple did and between you and Verizon I still don't have a phone that works. I walked out. This is unacceptable. They should've taken me that night. They need an accountability and make up for the stress they caused me and right before the holidays. Biltmore Apple fixed the problem by resetting the phone the next morning. And yes, they fixed the problem with the passcode even though the young woman at Arrowhead Apple said she Apple was not authorized. Liar. read more

This place is BUSY! I can't really fault the store for that and the service I get is pretty good. Just the wait is way too long, if you have to get into a store then this is worth the wait but if you are just going to make a purchase do it online! read more

Justin at the store today showed outstanding customer service! He was super attentive and quick and the most helpful tech I've ever had! Hats off to him! 5 stars apple! read more

I like many other loyal customers of Apple have spent thousands of dollars on their products. Today I'm beginning to reconsider doing this going forward. Today I schedule a call back from Apple Support and get a call back 5 minutes later than my "appointment". I explain to the rep. that the screen of my expensive Apple Watch has popped out because the battery inside is "swelling", which in essence is a defect of their product. The rep. tells me that if my Apple Watch had extended Apple Care, they will fix it at no cost to me. I explained it was a gift and I there was no extended Apple Care purchased. I further informed the rep. that Apple, the company he works for put out a notice that they were aware of the battery defect and extended coverage for three years. I guess this is Apple's way of not having to do a recall. He said "oh yeah I've heard of this, but I don't know if this applies to your watch". I asked if he could check, he said his system wasn't working right and he was unable to check. However, he invited me to travel 20 plus miles to an Apple Store and they would certainly assist me. So I drive to this location and I'm immediately advised they can't help me today. I need an appointment. I explain to the young lady standing at the doorway with her Apple device my whole situation and she says, "sorry nothing we can do today." So I explain nicely that their customer service is . She mimics my agrees with me and again says "sorry". I politely ask to talk with a manager. I eventually talk to the manager who explains that the stores don't even repair watches and me driving here was a waste and the wrong instructions given by Apple Care. He said my best option is to recontact Apple Care when I drive back home 20 plus miles and have them ship me a box to have it repaired. I asked the manager if he could at least advise if my Apple Watch battery defect was covered. He tried the whole one year coverage speech on me and I explained to him that I was aware of the extended coverage for their defective battery's. He then offers to take my watch back to one of his guys in the back for an assessment of coverage. He comes back and says I am right. It is a defect covered and to get Apple Care to ship me a box so I can mail it in for repair at no cost. Not really feeling the trust in what any Apple reps say, I get his card so I can refer to his name as someone who said my Apple Watch is covered under their battery defect extended Apple Care. Long story short, do your homework on the web to ensure you don't get misled or taken advantage of by the greed of Apple to get as much of your hard earned money as they can. That is of course their goal. It isn't customer service. They're too cool to care. read more

Went to this store Saturday morning, and spoke with 4 different people. I'm like Matthew S., I can't figure out why, this store gets so many bad reviews. Everyone I was in contact with, was as professional as you get. My initial contact, with one of the green shirts, was pleasant and helpful, as well as the sales people and Genius Bar technician. In fact, I was so impressed with the personnel in this store, I'll be purchasing three different items from them, by the end of June. These people are not only familiar with all their equipment, but I was more impressed with their friendliness. read more

dropped my I phone 6 plus in the pool, AGAIN!!!! Staff were very helpful, yes, the store was packed..but still WAYYY better than dealing with Cricket. read more