do not go there. their knowledge is no more than you can get from internet, they are not trying to helping you, but encouraging you to discard your device and buy new, Mac are are way too expensive than they should be , plus bad servie they provide, I am seriouly thinking I should give up Mac and turn to PC. read more

I originally went October 1 2020 to replace battery on IPhone 7 Plus.....( I had app.) I took good case off.... yes... it dropped and shattered !! ( over 20 years never had never broke my phone...!!!But ok I have insurance willing pay deductible....BUT From there my appointment went different way.... and agreed to purchase new phone!!! NUTS...ALL MY SPECIAL CASES MOST COACH ONES..as well as my accessories are no good to me!!!! Even had my IPhone book...( yes I'm now senior citizen and my granddaughter got me the senior book tht has every question for iPhone 7 Plus....lol... I explained to guy I know nothing about IPhones .... except my original one... I asked guy to help transfer my info ...onto new one.... I assumed it was done.. ..I know better and I should have never assumed... it was completely done...dummy!!! I couldn't even open new phone...,( doesn't take much getting confused and I was totally lost) I reached out to a app for guidance BUT I wasn't able to talk physically to anyone..... this app I was using repeatedly asked questions ( tht I know answers) but every thing I was asked was wrong!!!!! WTH I was asked change all my original ....( which I did .... I'm nuts!! Lol. 9 x times!!!!) even though I repeatedly asked REAL PERSON). Never was meant to be!!! I'm now leaving Apple store for assistance on transfer on my original information (??) ... Thanks to Julian from Apple store!!!!! If new phone rang there's a device tht lowers ringtones...if I'm close...( So I missed many calls..., was able answer if I was holding this phone....I'm hoping ALL IS COMPLETELY DONE!! Good luck to anyone getting one of these phones.... it isn't for me...!!!! AND I STILL HATE THIS PHONE...yes I did attempt to return it... but had device longer than time allowed.... BOOHOOO!!! Lol read more

I have been a loyal Apple customer for years, but my experience tonight at the Apple Store at Legacy Place was simply horrific. The manager was rude, condescending, and hostile. I strongly advise that Apple customers avoid this location. read more

Pretty annoyed. I have an unopened pair of Beats received one month ago as part of a MacBook promotion. I just tried to exchange them today, one month later, for a different color. Again, they are unopened. The store manager refused to accommodate. Apparently, an exchange is viewed as a return, even if it is just a color swap, even if it is the current model, and even if the item is still in stock. He said the humans in the store have no ability to override the computer system, which he said is incapable of processing a return exchange after more than 14 days. I will say he was perfectly polite, but that sounds pretty unbelievable. read more

purchased a new iphone through Verizon and thought i bought the Apple screen protector. Went to the store with my new phone with some questions about my phone and to get some assistance with the screen protector. I was greeted at the door by an impatient employee who stated that my screen protector was not an Apple product and they would not help me. I was quickly turned away and not given a chance to say that I had other questions about setting up my new phone. I was wearing a gator with a mask liner but the security guard insisted that I wear a paper mask which he offered. I took it without a fuss but was offended by the lack of training of staff to understand that my mask was more than adequate protection and the unwelcoming, dismissive behavior of the woman greeting customers at the door. I'm surprised when I have been a loyal Apple customer and have spent so much money on a new phone to be treated so poorly. I don't recommend this store if this is indicative of its customer service. read more

Brought in my 6 Plus for a touchscreen issue, was in and out within 10 minutes of my scheduled appointment with a new phone at a very reasonable price. Although they seemed busy everyone was helpful and patient and moved me through the system quickly. read more

Rude & uninformed staff. Cannot answer even basic product questions. Don't waste your time these people are useless.

This week I had to have my iPad serviced. I knew it could take a while but had some time to spare just to get it done. I arrived at the Store at 11:45 and was told (after waiting in the ridiculous line at the door) that it would be a 90 minute wait. No problem, they took my cell number and would text me. Off I went to shop. I checked in about 12:30 and they said to come back around 12:50 but I got a text at 12:40 and I returned. I waited again in line and was told to go to the third table and someone would be with me. From 1 to around 2 I was at that table having the diagnostics checked only to find out it could not be fixed. I was fine with that as it was 6 years old. I said I was ready to buy a new one but this tech only worked at the Genius Bar and could not do sales. There were 5 people ahead of me on the sales list. He suggested I go get lunch and come back. He could not take my cell to let me know when to come back. Only the Genius Bar is set up for that! I came back at 2:30 (I just wanted it done)... I had to wait in line again to check in. Same guy at the door, saw me and rolled his eyes. After putting up a little stink I was quickly ushered to the sales table and told someone would be there right away. 3 pm comes around and I flagged someone down and was told there was one person ahead of me. Ok.... I waited a few more minutes and asked again. At this point I was told I was not on the list anymore because they couldn't find me. After I raised my voice a very rude young woman got in my face saying she came over and I was not there. I HAD NOT MOVED FROM THE TABLE except maybe a foot to make a call... not liking being called a liar... I have my new mini but am so angry at the service and lack of work ethic that I saw. Not sure if I'm more angry at Apple or myself for wasting my time to give them my money.... Next time I will order on line.... get it together Apple! read more

My experience tonight was excellent. I walked in and was out within 30 minutes! Adam helped me get my new macbook-- and not only was he super sweet and personable, but he was extremely informative. Thank you Adam for making my purchase tonight less stressful and for being so great at your job. read more

I dread having to go to this store, and have for years. My experience today just confirmed that. I went in to buy an iPad. I know what I want, it's a standard configuration, I have no questions, need no accessories. What happens? They take my name and say I have to wait "until the next person is free, maybe 5 minutes." Or maybe not. Who knows. They want me to just stand around waiting for as long as it takes, without any way for me to know how long that will be, till someone is free to grab a box off of a shelf and take my credit card. If I were standing in a line I could count the number of people ahead of me and get a sense of how fast the line is moving. But no, Apple, the innovator, has revolutionized customer service. Now you wait around in a vacuum, perhaps 10 or 15 minutes for a transaction that may take no more than 2 minutes of their time. I left after about 6 minutes of waiting, went to Best Buy. Another time, when I'd waited nearly 10 minutes and said I couldn't continue waiting just then, they sent me to someone who "will be ready in two minutes to help you." But he wasn't. They seated me next to him while he continued helping another customer. I was simply an intrusive 'next customer' whom - after saying hello - he ignored for the next 5 minutes, till I got up and left. Hope never to go back to this store, or any Apple store for that matter. read more

I stopped by for a few minutes to buy the Apple Watch. Then I asked for replacing the defective Airpod headphone instead of Chestnut Hill Apple store (I do have the barcode, and I did all the diagnostics there). I've been waiting at Genius bar for about 45 minutes. They pulled me off from the queue while I've been sitting on the same place 40 minutes (Later they told me that I am in, and that weird). Spend 45 minutes for nothing, Horrible service. I will definitely return my purchase. read more

I truly don't see the point of making an appt if after checking in there is still a long wait and lack of acknowledgement on staff behalf.

Walked in for a screen cover for my new iPhoneX. I was greeted by Don Ekland from your Natick location. His customer service was impeccable. Great knowledge of products and delightful conversationalist. Not to mention the screen covers he installed look perfect! read more

I'm a legal alien with work permit Visa moved to US from Hungary 2 month ago. I still doesn't have local Driver's Licens (well, I drive 27 years ago and international DL is accepted for one year by authorities), I have valid Passport and Social Security# and a residential address in greater Boston area. That's all I need to buy a 2 years Verizon subscription with IPhone plus 400$ deposit. I checked it at Verizon, they started my application but then they realized they don't have iPhone at stock. However, they gave me my application number to continue it in other shop. So I decided to go to the nearest Apple Store in Legacy place. I mentioned the facts above to the sales guy and we discussed the detalis about the subscription plan. He also discussed it with his colleague and they agreed that there should be no problem to apply. At the beginning of the process he asked if I want to pay buy credit card or cash and I said cash. He told he had to ask the manager about this. The manager came and asked for my passport, Then he gave it back to me and he said sorry, he couldn't accept foreign passport as ID. I was shocked. Verizon did it, all authorities did it, and a manager of an Apple Store could refuse an internationally recognized ID? It was the most embarrassing, humiliating, discriminating experience for me since I live here in the US 2 months ago. How it comes? They are only reseller of Verizon service, how can they put more limitation on the conditions of purchase than the provider? Is it normal, that a shop discriminates non-US citizens even they are confirmed to buy a service with valid ID documents recognized by all authorities? Ok, it's one week later and I have to update and modify the rating. I tried to do it again mentioning that I got letter from Verizon that my ID is ok, just I need to pay the deposit. This time the manager was a kind blonde lady and she even called their headquarter then Verizon, too. She got a green light and the salesguy tried to complete the whole prcedure, however, it failed when I tried to pay the deposit with card. He tried again while he was on line with Verizon helpdesk to find what is the problem, but he couldn't finish it. Possibly their iPod Touch app that is used to complete the sales transactions has more limited options. He spent 15 minutes with that sale and was very helpful, he did everything he could. So I give them 4 stars, the salesguy and the manager lady was really kind and professional, however, their sales system isn't perfect. I just don't understand why the another manager was so mean... read more

What a difference a store makes. I had a bad experience at the Hingham store. Today was Legacy Place. I had a 12:50pm appointment. I was seen at 12:55pm. The person who worked with me was quick and knowledgeable. She took my phone and asked that I come back in an hour. I came back and they were ready for me. The store was closing. They could not replace my camera so they gave me a new phone (not refurbished). They had some problems activating it and they worked on it until fixed. I am a happy customer and would gladly recommend the legacy place store. read more

I went there because the last software update killed my battery life. The "Genius" did a restore which did not help. I go back a week later and they tell me I need a new phone and want me to pay 199 for it even though I did not create the problem. What a scam! I bought apple because I thought there customer service and products were the best boy was I wrong! read more

I had a terrific experience at this store, and want to give special kudos to Nicole (manager) and Will (the person who she designated to help me)! They were amiable, efficient, and knowledgeable. I went in to return my iPhone 11 and get a Pro, and was expecting an arduous process....but honestly, they made it absolutely delightful. Completely painless. I found the overall vibe at the store to be more relaxed (despite being busy) than other Apple stores where I've spent time, and again, want to extend my sincere thanks. read more

I have visited this store for a few reasons in the recent past. The latest one was because my Mac Book Pro would not recognize the airport card. I made an appointment for that afternoon. I didn't have to wait to long when I got there. The genius bar guy was very helpful and knowledgeable. They needed to keep my computer to replace the card, (thank goodness it was under warranty). He told me it would be a few days plus it was a holiday weekend. I was bummed but my computer is no use to me if I can't get on-line! I was so excited when they called me the next afternoon to tell me it was ready to be picked up! Anytime I go there the staff greet you right away. Most of the time I get greeted numerous time by many salespeople. I love Apple products, and while all the stores seem to busy I never seem to have a hard time getting what I need in a timely manner. read more

Overall, I had a good experience with the Genius Bar and staff were very knowledgable. However, even though I had an appointment with a specific time, it took them forever to get to me. They were running at least 20 minutes late. A little frustrating, but they were attentive once they got to me and worked as quickly as possible on my laptop. read more

I brought in a phone with a cracked/flashing screen. They said they'd have to put on a new screen to try to get the data off. An hour and a half later, they give me my phone back in *significantly* worse shape, with a blacked out screen occasionally flashing an error message, saying "it didn't work" and my data was "likely lost." No apology or explanation. I brought my phone to Tech Rescue in Brighton and they miraculously were able to put on a new screen and update the software and retrieve my data back up. All for half the price and time. Oh, and a person answers the phone when you call. read more

I have been here multiple times and each time takes a great deal of my day. I came today to replace an AirPod but I have been waiting over an hour just to even be seen. Walking in, I was told I would be seen in roughly 20mins. That was over an hour ago and I just asked if we still are going to be seen which, the employee says in 45mins. This is more than double my original time after waiting an hour already. This simple trip is going to take more than two hours, I'm sure once I get to actually talk to an employee it will be done with, within minutes. M read more

I can't complain about how often I have to go in for repairs - because I do choose to use Apple products, but with my experience, the service at this location stinks. Even with an appointment, it's usually half an hour wait PAST your appointment time. Just be sure to clear out your entire day if you're planning on using the "Genius Bar" - they are not efficient nor do they care about your needs. read more

All you have to do is ask. Ask for advice. Opinion. Help. And you get it. I am very pleased with the service. From the person who greets you at the door to the tech who explains the inexplicable. Polite and brilliant. It doesn't get better than this. read more

Consistently bad customer service. I walk in and there's always a ton of employees in the store but none of them talk to you unless you approach them. On top of bad experiences there just trying to purchase products I've also had the sales personnel flat out lie to my husband. He bought me a birthday present there and specifically asked if I would be able to return the present for cash and not store credit if I do not like the present. Whom ever he talked to said yes. So when I didn't like the present he got me and wanted to return it the sales person said the only two options were to get an Apple gift card or to refund on the the original credit card. Psh!! At least it was my husband who bought me the present and I was able to get the cash from him! But if I had been given the present by a friend I would have had to get a gift card! What can you really buy in the Apple store for $200? I would probably end up spending a couple thousand if I DO buy something. Just give me the cash! I don't want the present and I don't want a damn gift card. The lady who waited on me when I returned the present was also full of attitude and once again it was not a pleasant customer service experience. If I could avoid dealing with anyone in person from Apple I would. read more

I went to the Apple store at Legacy Place tonight and wanted to compliment the nice guy working there on how he handled a really rude customer. The man stormed in angry, late, grumpy and unbelievably rude because he was late and didn't want to wait his turn for the "genius" bar. The guy who had to deal with him and schedule the customers was courteous and respectful. He deserves a medal for dealing with that kind of infantile behavior from an adult. Also they were helpful with my technical questions, thanks! read more

My experience there last night could be summed up in total chaos. Most of the employees seemed like they were just picked up off the street. After expressing myself out of the frustration several time the manager seem to understand and helped me out. Too bad, this use to be a great place to shop and receive good service. Must be a symptom of much too big and too successful. read more

I had an 11:40a appointment at the genius bar. It took 5 minutes to get checked in and referred to one table where a tech had me verify it was my phone by logging in with my appleid. I was then sent to a separate table where I was told that a tech would be with me shortly. I waited with two other lost souls until 12:15p (about 25 minutes) before I had to leave. No one ever came by to update us on the delay or provide any level of communication, despite seeing no less than 6 Apple employees hovering about. The quality of service seems to be going in the same direction as the quality of the hardware...down! read more

its an Apple store. everyone has been in one, everyone knows what they are. The products everyone knows, knowladgable sales staff (under appreciate din retail), and the genius bar. Some may complain about prices, but having free live tech support is a nice trade off Biggest thing I will tell anyone (and this goes for this apple store, as well as any other in an urban area), if you need to go to teh genius bar for tech support, go to their website and make an appointment. Apple products are popular, the stores are busy, and you will have to wait. Always nice to make an appointment and have to wait 5 minutes instead of two hours. read more

I meant to write this sooner and Im kicking myself because I can't quite remember the guy's name that should get employee of the month. Derek or Eric, maybe, goatee, short hair??? He was working the front door in the "greeter" role. I got a new phone through work and was having a problem with iTunes switching over my contacts and files from a previous phone at home. Instead of having me wait inline for the technicians, while saying hi and directing foot traffic he helped me to fix the issue. Great guy, I think it was Thur 6th. Give that man a raise! read more

Thank you Genius Bar and particularly Josh. Although my problem could not be fixed since my laptop is ancient, Josh not only efficiently diagnosed it, but also gave sage advice after trying his best to revive my dead computer. What I appreciated most was his helpful and respectful attitude. If you ever need help with your beloved computer, I would recommend going to this Apple Store. I've gone to other Genius bars that were not run as efficiently and with less than friendly staff. It is always tough to face the music of a lost computer, but it is a lot easier if there is someone sympathetic who truly wants to help and gives real advice. This is why I bought and will continue to buy Mac's. read more

Brought iPhone in for unknown screen issue. Was greeted immediately at the door, told where to sit and wait for consultation with tech. Less than 5 minutes waiting, a tech diagnosed phone issue and told me to come back in an hour. Phone was fixed in an hour as promised with virtually no waiting around in a line to pick it up. This location has its act together and the employees are cheerful to deal with. Nice!! read more

Not all impersonal computer snobs (or is "geeks" the right word?), yay! Very knowledgeable and efficient sales staff, everything about this place is great. My only recommendation would be to put an air purifier in this place.. read more

I've been here a few times before to buy some miscellaneous items for iPhones or my laptop but never stayed long to get a real feel for the place. Went to the genius bar not too long ago for an issue and I was shocked at how nice the people were! Brendan was an absolute delight to talk to and helped me with no problem. Didn't get the other two guys' names but I chatted with them a bit too and they were super nice and helpful. They all really know their stuff. read more

Made an appointment at this apple store to have my computer looked at (which I though for sure was unsalvageable), I was seen right away and he figured out the problem within 5 minutes. I went from thinking I had lost everything on my laptop to having it fixed for free, back to normal within one day. Spent less like 10 minutes total in the store. Great experience all around. read more

What a wonderful experience I had here. I had a thoughtful,patient, very knowledgeable person by the name of MADDIE. She was more than willing to take the time and explain everything. Awesome customer service. But above all she was charming and treated me like family. read more

As everyone knows you definitely have to go the Apple Store no matter what Mall you go to! This is no exception! This place rocks! Definitely go to the website and make an appointment if you want or need help w/your Ipod/computer with the tech support or you will be there forever. But, this store rocks like all the other stores!! I love apple staff..they are always so nice! read more

Gosh, apple has the worst worst worst ever customer service. They love to take your money and they are so arrogant - just because they can be. I ordered a service part, and I was emailed and told to call if I can't make it to the store within the given timeframe. The thing is, it is IMPOSSIBLE to get through the store by phone. They have an automated system, they have you on hold for 10-20 minutes, then you get put through someone from f$&@ing San Jose. Yes. The California San Jose. The nice customer service lady there tried to call the store for me, but guess what, she could not get through either! Ha! If you are just thinking about getting an Apple product, I wholeheartedly advise against it: DON'T DO IT! Run! Spend your money elsewhere! Apple does not care about you or about how happy you are, the hype about their products gets them enough money unfortunately, they do not need to provide adequate customer service. And if you are a loser sucker like me and already been sucked in to be their customer try to endure your misery with dignity. I am trying hard, but possible when next time I get to the store I may yell at someone in frustration. But I bet they will make me wait 15 minutes for that too. Like - did I mention that - if you make an appointment they still make you wait at least 20 minutes? Oh I bet just because they can. Apple sucks. Their products are ok. But avoid them if you can!!! read more

Another visit to buy a two ipad air again, the door was open and it was 10:25 am the guy said that they wont open for the sales till 11 but he might take around 10:30 or sth. I asked him that i can hangout there he said no..and guess what there were already few costumers, it was really rude. I decide i have to pay anyways why should i wait there..there is a BEST BUY in 1 mile i will go there and spent money and i did. 2nd time very poor costumer service there. I am not going back to this location again. I am just a unlucky apple fan. I have very product they made :( read more

Mo is awesome!! He was so super helpful and friendly. I've been there a few times and often feel rushed through the process, but Mo took great care of me. Two thumbs up for Mo! read more

The service was so poor I ended up abandoning my Apple Watch (despite free repair or replacement) and leaving the shop. The initial impression was encouraging- I was seen close to my appointment time by the first person who confirmed that the problem was indeed a known battery fault, that it was covered by Apple & he helped un pair the device from my iPhone take off the strap etc. I was asked to wait... the second person appears after a considerable wait - I have to repeat what happened with his colleague - he tells me to wait for the tech... after doing ten minutes of work I approached him again, tells me to wait.... some time later, third contact with him I ask if anyone else can help me as I just need to drop this off... he tells me to wait... at this point it is clear that my appointment time was entirely illusory- that I can't get a straight answer and that I am being 'stroked'. I abandoned the watch and left. I suggest the store management look hard at its staff training & service process... bad enough to have a faulty Apple product, the experience becomes so much worse with terrible service. read more