Personally I much prefer dealing with Simutek. They are locally owned and their service is exceptional. Sadly only Apple replaces iPhone batteries. I walked into the store at 7:25 pm and asked about getting a battery replaced in my iPhone 6s. I was told they would be closing in half an hour and I needed to call to make an appointment. I buy my phones through Verizon, computers from Simutek. Shop locally as often as you can Tucson! read more

I was totally frustrated trying to solve problems I had. I went to the apple and Brandon one of their business specialist made it all easy. Go to the source in person, he had more options than apple phone support. Thanks again read more

My boyfriend just had a great experience at the Apple Store all because of Amanda and Francisco. He said they were the nicest apple workers he's ever encountered and they helped him get a new phone in no time. There's two are really awesome and deserve the highest praise. Thank you Francisco and Amanda!! read more

The staff at Apple is beyond accommodating and understanding. They are willing to be flexible and trouble shoot with you on all issues. David and Amy are incredibly kind and helpful. The staff as a whole is wonderful. read more

Yesterday I took my iPhone in for a battery replacement and the service was excellent! I made an appointment before hand, which is a horribly frustrating experience if you need a Saturday appointment, but once I got there I was very pleased. I was greeted at the door, checked in and had a "genius" waiting for me by the time I walked to the Genius Bar. He did a diagnostic on my phone to make sure it was just the battery, took my phone for repair, and I had it back an hour later. The most frustrating part of the whole experience was trying to get an appointment on a Saturday. They only make appointments a week in advance and you have to get up early on a Saturday to catch an open appointment for the following Saturday. There has to be a better system for this. Also the Apple store is a little difficult to find but that's more of La Encantada problem. Overall, the service was excellent and my phone is happy again. read more

The older I get, the more I dread having to visit this shop. Am I just getting more and more uncool as I get older? I just don't know. I recently had an issue with my iPhone 5 so I made an appointment with the genius bar. I sat there for almost an hour later than when the appointment was for. Can't really blame the SINGLE TECH tasked to deal with appointments (to be fair, there were three roaming around as my service was completed). Still, seeing "walk-ins" being assisted by no less than a half-dozen made me think that a little planning before my visit was most certainly working against me. That said, problem was diagnosed and I left with a new, free phone and 2 months extension on my warranty. Bravo on that Apple. read more

The Apple folks are great! I've had my iPhone in twice. Once because my iPhone seemed to be faulty (bought it at an AT&T store). They took in in back, decided it was bad and promptly handed me a brand new working phone..no hassles. Recently I managed to corrupt my phone (from downloaded while crossing between 3G and WiFi the guy at the store said). My phone was again taken in back and quickly repaired and I was sent home happy as a clam with a fully functional phone. I'm giving them a 4 only because its crowded and they don't have much a place to sit if you are waiting for an item that's in for repairs. read more

Arrived at 6pm to spend 4 figures on a single purchase but was informed that they were not selling any more retail since they close at 8pm. There was a line for the new iPhone that appeared to be about a ten minute wait. read more

It is never an appealing prospect to go to the Apple Store on the weekend since it is always packed, but when I called to schedule an appointment to have my iPhone screen replaced, it was the first available so I took it. I gave the person on the phone all of the information about my phone when I made the appointment. I walked into the store and someone greeted me right away. He asked me why I was there and I told him I had an appointment to have my iPhone screen replaced. He asked my name and when I told him he found me on the list, checked me off, and directed me to someone standing midway in the store. I approached him and he asked me how he could help. I told him I had an appointment to have my iPhone screen replaced, my name, and that employee number one directed me to him. He looked at his screen and said, yes, I can see you have been checked in. He then directed me to the man at the back of the room with the beard. When I approached him, he asked me why I was there....I won't type it all again, but you get the idea. He told me to be seated and let me know a technician would be with me soon. It was only 15 minutes after my appointed time that the technician and the person who was shadowing him showed up. He asked me why I was there....I told him. He asked if he could see the settings on my phone, I agreed. He entered a few numbers and then told me he would be back in a minute. When he returned, he let me know someone, somewhere typed in my phone's serial number when replacing a phone. He assured me it wasn't a problem since it happens all of the time and we would just need an engineer to reactivate the serial number. I spent 35 minutes in the store waiting when the technician let me know that while it usually only takes a few minutes for the reactivation to be completed, I would be better off returning the next day, or even Monday and he offered to make an appointment for me. He also let me know the person who made my original appointment had noted in my account that the number I gave him was inactive. That person could have told me and I could have taken care of it in advance (actually, the person on the phone could have taken care of it then and there.) I wasted the time it took to drive there, the time I waited, and the time it took to drive home - a total of two hours. If I went to a kiosk at the mall to have my screen replaced, they wouldn't need all of the numbers, they wouldn't need an "active" serial number. The Apple Store had the part, yet they were unable to do the work until their system had my serial number up to date. They sold me the phone so they had a record of me as the purchaser. I asked the technician if someone could email me when the reactivation happened so I would be sure before driving back on Monday. He let me know the system doesn't send emails automatically. NO, BUT YOU ARE A HUMAN - YOU CAN SEND AN EMAIL, I thought. I own a MacBook Pro, an iPad, an iPod, and an iPhone and this is the first time I have needed service. If this is what I had to go through to get a screen replaced on a phone, I can only imagine the nightmare I would be facing if I had a technical issue. I dread going back on Monday, a day I will have to completely rearrange to do so. It doesn't matter how good a product is, if the service isn't also good, it is not for me. read more

I came in on a Saturday with no appointment because my MacBook Pro had crashed. I was told about an hour wait but was seen in 20 mins and Miranda fixed my laptop very quickly. My MBP is like new already. Great job. read more

After downloading the new update for my I Pad, I was locked out of my own I Pad. It wanted to know the original log in and password that was used to set my I Pad up over 3 years ago! Long story -- short, I took my I Pad into the store, along with my sales receipts to show it really did belong to me. Within a very short time Travis A. had everything working, again. I was a little shocked when I first came in the door and saw all the people lined up, but there are a lot of people working there and I only had to wait about 15 minutes before Travis came over and fixed my I Pad. Outstanding! And here I was contemplating taking up heavy drinking from the frustration. I am NOT a techie. I'm glad Travis is. read more

I planned to purchase a specific item and arrived at the Apple Store 5 minutes before they opened. There were 3 employees asking the small crowd of customers what they were there for (class, appointment, shop, etc). I told the girl what I wanted to buy, and as soon as the door opened there was another employee that had my item and helped me check out. Overall very quick and efficient process! read more

After reading some other negative reviews, I was prepared for the worst. However, I had such a good experience in getting the issue with my Iphone 6 plus resolved that I decided to write a review. Patrick, the customer service rep, was extremely helpful, courteous, and respectful. He went to great effort in trying to resolve my phone's issues. While I was waiting for my phone to update he made a point of checking back in with me periodically while he was assisting someone else. I appreciated that. He made sure things were taken care of and that I was satisfied with the outcome. He set a high standard for customer service. I left with a working phone and was very happy. In general, the service staff there seemed to be very courteous and helpful. As I looked around the store it appeared customers were being well taken care of. The staff made a point of letting people know who was next in line (you needed to set up an appointment ahead of time) and constantly up dated them on how much longer it would be. Even though there were many customers, the wait time was not that long. The staff appeared to be handling the issues in a satisfactory manner. read more

My wife took her phone in because the back was shattered. They said they couldn't fix it so they replaced it. Started off good right? Not so much. They gave her the new phone and tried to do a phone to phone transfer but an error message popped saying this device downs that e enough r storage. Her phone was a 256g. The untrained rep at the store told her it was a t mobile issue. So he told her go home back it up in your mac then come back tomorrow and pick up then phone. She does that Anne guess what sane error message not enough space. So she's goes back and they tell her the only thing we can do is reset it. They told her if you keep having issues call apple. I thought to myself why she should have to call apple is she's already in a apple store. So turn out after hours with Tech support on the phone, the phone had 280g of storage. Don't know how that's possible if the phone is 256g. The rep on the phone said the customer service rep at the store should of seen there was an issue storage and address it in store. The rep in store took her phone and erased everything. Now she lost a bunch of photos and memories that our precious to our hearts all because of lack of knowledge. On top of that the apple rep in the phone said pay $200 more to get the 512g to get everything back. Why should we have to pay extra for lack of training. Very frustrating! read more

Art was amazing, he was so helpful and had lots of knowledge! Had a great experience with him!

Tried three times to call this store over the phone today to see if they could replace my iPhone battery. Each time, I got put through to an automated system that put me on hold for over ten minutes. Finally drove to the store in person only to be treated very rudely. Not recommended. read more

Went to the la Encantada store.... with an 8 week old, $1100 phone that just stopped working (nothing.. just a black screen). They had plenty of staff milling around but they "stopped taking walk ins" These employees and managers (Vivian) are so condescending and arrogant. They said I needed to return tomorrow at 9:30 to get in line (they open at 10). I told them my situation and it didn't matter at all that I had no phone at all. Truly the worst service and attitude. That's it Apple...I'm returning this paperweight and going android. read more

Disrespectful service. They are not helpful and do not try to work with people and their circumstances. I am a college student and I told them I had a paper coming up that was due I was going to need my computer however, there only option was sending it to the Apple store and not helping me with a loaner computer or coming up with another way for me to fix my computer in the area. The manager (woman) was not helpful at all she just wants her commission. In the sales industry its important to deliver good customer service and try to help people and work with them. I have spent over $10,000 in the past 5 years on various apple products and they were not helpful or understanding. It's sad this is the only apple store in town , I wish there were more options. Now I will have to travel to phoenix for help with furthering technology issues. I am very upset. read more

The customer service at this Apple Store is atrocious. Apple is known for their superior customer service, but for some reason this store seems to be the outstanding exception. I bought my MacBook Pro three months ago and I've been having problems with it for the last two months. I needed it for school nevertheless so I waited until the holidays. Over winter break, I took it into the store and they told me it was a problem with my hardrive, so they checked it in and took 2 days to replace it. I still had the same problems afterwards, so I took it in a third time and they told me that it was a problem with the motherboard. They ordered the motherboard and kept my laptop for four days because they told me that they were replacing my motherboard. After I got it back, (surprise!) I was still having the same problems, so I took it back in and they reset the sleep image. At this point winter break ended and I started medical school again. Then a few days later, once again, I was having the same problems so I wasted two hours and took it into this store. This time, they told me that my motherboard was never actually replaced. All that they replaced was a bracket and so they told me to give them my laptop for another five days so that they could replace the motherboard. Not only did they lie to me about my motherboard being replaced the first time, but they were rude and refused to offer me a solution that fit with my school schedule. I couldn't afford to lose my laptop for another week because I wouldn't be able to do school work without it. And it was their fault in the first place for promising to replace my motherboard and failing to do so. The fact that I had to go to the store four times within two weeks is absolutely absurd. When I tried explaining to them that I was frustrated because it was their fault that they didn't repair it and I shouldn't have to fall behind in my schoolwork because of their mistake, both the staff and the boss were rude and uncooperative. Although I am generally a proponent of Apple products, this experience makes me question both the quality of their laptops and their ability to handle customers. My advice: If you have a problem with your Apple product, go up to Phoenix to get it taken care of. The people at La Encantada and incompetent and disrespectful. read more

Was sitting at a 1-2 star for the start. Went in because my iphone 7 wasn't charging. Getting a reservation ended up being about 2 hours. After checking in for my appointment I waited 15 mins for the repair guy. Repair guy was worthless. Decided to try and buy a new phone. Luckily, they put me at the top of the reservation list since I had already had an unsuccessful appointment to repair. Even still was around 10 mins of standing waiting to be helped. Then came Rob who turned this review into a 5. His customer service before was also great but what made it exceptional was that as I was about ready to buy a phone, Rob tried plugging a charger into my phone. He immediately noticed that it didn't feel right and figured there was likely lint in the port. He got someone to clean it right away and waited with me to see if it resolved the problem. It did! My phone is charging better than it has for months and I am $800 richer than I would have been. Thanks Rob! read more

Too crowded. Too noisy. Kids that work there don't understand customer service and seem to have little knowledge beyond Apple products and services. Takes a week or two to get a service appointment. If I didn't have to rely on them, I'd never go there! Very disappointing service for 20 years now. read more

Horrible customer experience! I called in to the store before coming in to find out if I could get a new in box Apple Watch series 4 exchanged for a stainless steel model and pay the cost difference. I was told to bring it in with the receipt from where I bought it and it would not be a problem. I go to the store and find out from the manager that it's not possible. What a waste of my time. Not only i wasted my time coming to the store but now I have to return the watch back to the store I originally got it from! The only recourse that was offered was that my Apple Watch would be recycled and since it's too new they couldn't offer a trade in value (I didn't know if they were joking or being insulting!). I was very disappointed at this customer experience and honestly being a loyal apple customer for the last decade didn't expect this kind of service from an apple store! read more

I went in with a problem with an iPhone 6 not making phone calls, freezing and speaker phone going in and out. The technicians were unable to replicate the problem and refused to help in anyway, citing the diagnostic software is not showing anything. The store manager was more concerned about being right and looking good in front of his employees than helping me. When I wanted to place a complaint the store manager was unwilling to give anything other then a general number for Apple and their address in Cupertino. As a customer that has been with apple for more then 6 years I am highly disappointed with the level service they were providing. read more

The service here sucks Apple needs to hire way more employees to service their customers you shouldn't have to wait two hours to get something done it's ridiculous read more

Experience could've been better. Most Apple Stores are right there when you have questions or want to make a purchase, not so much here. When I went to pay for my iPad cover the guy refused my payment. I tried using my debit card with a Visa logo on it. The same one I always use for purchases. Apparently non embossed debit cards are only for online purchases and ATMs, according to the Apple employee. I think they should have someone a little more knowledgeable in taking payments. read more

I thought I was only experiencing this but judging by other reviews, I am not the only one. I am from the Phoenix area and enjoy having multiple Apple Stores to choose from. However, being a student in Tucson, I am limited to one Apple Store. Every time I go to the Apple Store, I already have in mind what I want to purchase. When I enter the store, I have to find an employee to help me. Once I find an employee to help me, they usually tell me to wait by the front of the store for another employee to help me. Apparently some employees are only able to work on "Setups" and only a few employees are actually "salespeople" who can sell me a product. I usually have to wait about 20 minutes (not exaggerated) before an employee comes over and helps me out with my purchase. I expected better quality employees considering it is an "Apple Store". The staff may be knowledgeable, but the way the conduct themselves is unprofessional. If this was any other electronic store that wasn't named "APPLE" I would have left already. BOTTOM LINE: Expect to wait about half an hour to make a two minute purchase. Also, do not expect Apple Employees to ask if they can help you, you have to make the initiative to ask for help. Don't expect employees to act professional. read more

My computer was one month out of warranty and had a black screen. I had tried all the re-set keystroke sequences and was sure I had spent $2300 on a computer that turned into a brick as soon as it's warranty expired. I use this computer for work so I was STRESSED. Our genius, Marsh, was very kind and helpful, and so was his manager (Jerry I think). They went the extra mile for me and I was so grateful! You guys ROCK! read more

I went to the Apple Store because I broke my phone. We drove all the way to the Apple Store from Sahuarita. We waited there for 30 minutes. I had a Genius Bar appointment at 1:50. Long story short they couldn't fix my phone because it had non Apple parts read more

Extremely terrible store they can't help you unless you have an appointment extremely rude why does this store so full if Apple has terrible service. read more

I've been waiting for 31 minutes on hold and then they decided to HANG UP ON ME!!! THEY told me they are not going to refund me my money for my BRAND NEW apple watch!!! I AM still wishing the 30 day mark and they refuse to take it back and refund me my money! It was a birthday gift for my husband and he wore it for less than 2 weeks and the ENTIRE SCREEN CAME OFF!! He is in law enforcement and had to qual with his gun. NOTHING touched the watch just the force of moving with the recoil and the screen completely came off. One of the people talking to me said it's happened before and tried to transfer me. When the next lady came on she told me I could not return it and that I would have to pay to get it fixed and there was nothing that they could do. She didn't give me her name and when I asked for a manager SHE HUNG UP ON ME!!!! I'M BEYOND furious! If I didn't have to give a star I wouldn't! They don't care about law enforcement and they certainly don't care about the FACT that it is common for the series 3 because that is what one of the employees TOLD ME!! WE HAVE HAD IT FOR 2 WEEKS AND THEY REFUSE TO GIVE US OUR MONEY BACK!!! read more

Thank you Apple Store Tucson for having holiday hours! Thank you Apple Store Tucson for having the 65w power charger for my "vintage" laptop! Thank you Apple Store Tucson for having student discounts! Thank you Apple Store Tucson for allowing me to check my e-mail, browse the Internet, and play games for hours on all your devices! Thank you Apple Store Tucson for having a great inventory! Thank you Apple Store Tucson for getting me in and out in five minutes! Thank you Apple Store Tucson for disinfecting your store products frequently! Thank you Apple Store Tucson for never acting pretentious and always helping me! Thank you Apple Store Tucson for never upselling to me! read more

Sorry can't help you today (Monday @515) make an appointment for Saturday....we really don't care it's the 3rd time you are bringing this back. That's just not good CS. read more

Genius Bar Patrick helped me quickly, respectfully and thoroughly will all my questions. He got my IPad and IPhone in tip top condition.

I had purchased AirPods online , gave them to my husband Friday evening. He was thrilled and immediately plugged them in. Checking constantly for that green charged light - that never happened! So Sunday morning I called the Apple store to ask if I could return/ replace them in the store and did I need an appointment. I was told, No, come right in. So we drive a good 55 minutes to the store. We were greeted promptly . I told the person what had happened and what I wanted to do. She immediately grabbed her phone and said we can see you in 4 hours! I said that was not possible . She then informed me that I needed to make an appointment and the first available one was next Saturday!! I told her that was not what I was told on the phone. No apology , nothing. I kept my anger to myself but should of asked to speak with the manager or walk myself to the " back counter" . So now at Apple you cannot even return a defective item without an appointment ! Unbelievable ! I will either purchase online or at Simutek from now on. read more

As crowded as this place is you would think they would put another one in Tucson. Always impressed with how well they manage to help folks despite the zoo that it usually is. I have never walked away from this Apple Store unsatisfied. read more

Do yourself a favor and make an appointment with the genius bar! They are so helpful- especially when you leave your iphone in the car for too long and it over heats, the speakers of your iphone stop working, the touch screen of your iphone stops working, you drop your iphone and crack the screen, drop your iphone in the toilet, etc. read more

It's like walking into heaven. Customer service is outstanding!

Most people take the time to post a review when they are upset or dissatisfied with the customer support or service they received. This is not the case for me, my phone had a charging issue and had gone dead. I had a appointment for 6:50 pm and arrived early from Phoenix at 5:30. The gentleman at the front was intelligent and asked all the right questions, then bumped up my appointment to immediately. A young lady named Dasiy came over and took me to the service desk and after a few quick questions she informed me my phone was toast and presented me with a new one. Dasiy then updated and reset the new phone using the cloud backup and literally had it completed in under 30 min. I was in awe..... I can't possibly thank Apple, thank the Tucson store and it's amazing staff enough.... read more

David the tech we were assigned to fix our phone was just great! He was patient and was super helpful and funny. Walked us through what he though was the problem and we were thrilled when he managed to fix it . Overall great experience thanks to David (from Germany) read more

This review is for Ronnie, the young woman who helped me today. What a kind, clear, intelligent and competent human being. Thank you for your patience and I look forward to returning for future purchases. Those less techy like myself purchase from the apple store with hopes of encountering people like you. Thank you for helping me today. read more