Jackie! Jackie! Jackie! Jackie helped me resolve a glitching new business phone. (I'll forgo the minutia regarding the phone problems. Rather I want to highlight how it was taken care of.) I am over-the- moon happy as to how she resolved the issues. I cannot say enough, glowing things about her patience, understanding, and willingness to make a customer happy. I am a happy Apple customer because of Jackie. Thank you!!! read more

Well, in a time of need, they were there for me when I needed to change some settings on my phone, but now I recently had a pair of fourth generation AirPods that I had to replace and the lady that was very nice about it, but she never taught me how to pair them and now they're still go unpaired. What did you now I have no idea because guess what I go. I have to take Uber or Lyft to get there and Best Buy cannot handle any of my questions comes down to Apple products and you're just out of the way. read more

I want to share my recent experience with the iPhone 16e purchase and the trade-in program at this store. When I first visited, I was just browsing phones, but a representative informed me about the trade-in program. I was told I could get $210 for my iPhone 12 Pro if I traded it in within two weeks after they assessed my phone. This information played a significant role in my decision to buy the new phone. However, when I returned today with my iPhone 12 Pro, I was shocked to learn it had a trade-in value of $0. This was incredibly disappointing, especially since I had been assured of the $210 value during my earlier visit. Had I known about this discrepancy, I wouldn't have gone ahead with the iPhone 16e purchase. I believe it's crucial for customers to receive accurate information rather than misleading figures to drive sales. I'm really frustrated by this situation and would appreciate any assistance in resolving this issue. I was told this store would respond if I emailed and after 3 emails I have not heard a word from them read more

Third time in three years I've tried to buy something at this store but no employees will help me; I assume it's my skin color but who knows. Today's experience: walk in, make eye contact with multiple employees who keep chatting with each other and stare past me. Go wait by a table where an employee is helping someone else, hoping to make eye contact. When he finishes he walks past me to the next table to chat with another employee. I flag an employee down saying I'd like to make a purchase, he says he'll find someone to help me and then goes to chat with other employees. After more waiting I flag another employee down, he says he needs to find the line manager or something, walks away and disappears. If you're going to have lines, have lines. If you want to pretend there's some sort of customer browsing experience, train your employees instead of paying them to ignore certain customers and socialize with each other. read more

A really great Apple Store. There's plenty of staff pretty much anything you wanna demo is available and when you need to pick something up from pre-order it's very quick. Another thing I love is I can bring my dog here because I try to take her almost everywhere I can go in the mall, and though the thoroughfare allows dogs, many other stores in the mall do not. The prices aren't incredible but at the same time it is an Apple Store and they have always been about quality over anything else, so I won't give them a lower review for that. read more

Apple - Natick - Waiting to pick up a new AirTag for Babka. I keep it in her dog collar. - Mobile Phones Near Me - Natick, Massachusetts

Apple has become an evil company. The workers are snobby as can be. My daughter dropped her phone the first day she had it. Waited in store for two and a half hours to have the MANAGER say "I'm not the one who dropped it". She/he said this TWICE, with a huge smirk on its face. They embarrassed my daughter, waisted half our day and made us hate Apple with a passion like so many others. $50 for a $1 silicone case?? That's straight up immoral. Especially because it was made by a nine year old slave in China. I've never ever had a pleasant interaction with any Apple employee, in person or by phone. Ive been a sucker and used Crapple since the 90's but nowI can't wait to switch to Android. We are sheep. read more

Do NOT go here! Poorly managed, they gave me the wrong AirPods with the wrong initials engraved on it, even after I ordered the product for pickup a week in advance. I even waited 30 minute for them to simply get the product from the back of the store (my suspicion is they knew they messed up and gave my product to another customer already, and they decided to give me another customers product knowing they were doing so.) When returning to the store because my mother got the wrong product on Christmas Day, they were once again slow, and first tried to play it off as Apple sending them the wrong product until they realized they were the ones that couldn't handle simply giving the correct package to the correct person. The manager gave me nothing more than a refund and told me to reorder it online (so much for a Christmas present), making it seem like giving me a refund was some kind of favor she was doing. Never coming back here again, not recommending to anyone. Just order your product for delivery, Apple doesn't mess up, it's the people in this store that do. read more

Great service but long wait. Techwere able to figure out how to fix my laptop but I had leave it for a week.

Apple usually sets the standard for world-class customer experience and our family owns two dozen late-model Apple devices. We're huge fans. But this month we encountered what appears to be poor retail store tech skills training: terrible experiences buying 2 new iPhone 16Pros. Earlier this month specialist struggled pairing my wife's 2023 Apple Watch to new 16Pro. They ended up flattening & restoring watch, resulting in a 2nd Verizon activation fee. Yesterday our daughter's new iPhone 16Pro wouldn't activate- I had to walk it over to Verizon contractor and incurred additional $42.49 activation. Then for some reason iMessages wouldn't completely port from iCloud. Set-up specialists flailed with comical root cause guesses: "bad" WiFi [it was Apple Store's WiFi] "Need for more ICloud storage?" [we're well below our family 2.2TB limit]. They sold us storage upgrade we don't need. Then we had to cancel her trade-in, losing $150 because old phone has critical iMessages that wouldn't transfer. When we got home daughter spent an unproductive hour on phone with Apple technical support. They couldn't solve it: download kept pausing and 24 hours later still missing messages. read more

I get it Covid...but it doesn't give you reason to be rude. It's just a retail store. Forget it if you need to talk to a "genius ". They are not set up to help anyone. You would be much better served to just order a replacement on line and deal with tech support that way. The staff don't listen to you no matter what your issues may be. Even trying to make a genius appointment is ridiculously bothersome. read more

Turns out what I thought was an issue with my spacebar necessitated a new computer. Katreena was very patient throughout the entire 4 hour process. She explained things in a way that helped me learn about my computer and understand what was wrong with it. I now have a computer that works :D read more

I am giving your Genius Bar an F for service and honesty! I was made to wait 3 hours while you "updated my new computer" which never was done, and I have a picture to prove it. Further, you never transferred the data which could have been done. My password could have been retrieved from my Apple ID. 3 hours for nothing. I'm convinced there is actually no tech support at the "Genius Bar" and associates just go into the back of the store to watch Netflix. Genius Bar is simply an Oxymoron and should be renamed as such! read more

Noah, one of the team leads told me that while he had authority to replace my AirPods, he would not do it *because is would be unfair for all the other customers who had bought Apple Care.* My AirPods failed. Apple tech, they said it's a known issue, and it's so bad they extended the warranty. Then he took extra time to verify that my particular AirPods qualified for the warranty extension, and told me to go to an Apple Store for replacement. He even offered to call ahead to make sure they had enough in stock for me. Noah blocked that. I called Apple Support again, they told me the store techs have the final say, and best I could do is go to another store. I called the store to let them know just how awful my experience was. Kyle the #2 from the "top" called me and went into a nervous, slightly frantic cross-examination, asking the same question multiple times with different words. He called me back 5 hours later to tell me all he had done -- which for me was nothing. He had rigorously read my notes, looked up my serial number and played back the video surveillance tapes at the store. He did not, however, acknowledge what the Apple reps had told me over the phone -- nor did he try to verify it by playing back those recordings. Euphorically, he announces to me that he had rigorously gone through every detail and my situation was too bad. He wrapped that up with a bow and a "Happy Mother's Day!" ... either the labor market is super tight, or it's time to short Apple stock. read more

Very friendly and very helpful folks as I looked over the Apple goodies. Nothing I really wanted to buy and there was zero pressure from the folks. It's nice that everything is available for touchy feely, but you'll want to Purell your hands afterwards! read more

Apple - Natick - Apple Store in the Natick Mall - Mobile Phones Near Me - Natick, Massachusetts

I spent 20 minutes in here being throughly ignored. 20 minutes in which I would have laid down many hundreds of bucks for upgraded Apple all-the-things (for I already have Apple all-the-things). I didn't want a genius bar appointment. I didn't even want to ask a bunch of questions. I just wanted someone to say "yes, I'd love to take all this money from you that you probably shouldn't be spending but please give us X minutes because we're super busy taking all these other people's monies..." Nope. Ignored. Completely. While teens who were just screwing off were being chased around for shrinkage prevention or whatever. I walked out deciding not to upgrade at all and now I'm exploring my non-Appley options. read more

Came here for Genius Bar do yourself a favor and don't bother. Love how my case wasn't covered under warranty even though I just purchased it and you have a year. So I went to another apple and it is in fact covered. They just want to rob you at this one don't go! Also zero personality just because we are at COVID times doesn't give people the right to lose all customer service. read more

MacBook Pro only 3 years old stops working. The manager of this store refused to listen to apple support to fix it under warranty. Zero customer service. I will be returning all apple products.MANAGER BILL will get his karma for not helping anyone or even listening. Senior advisor William is a liar and crook. Do not buy any apple products ever. read more

I was blown away at how good customer service was. They answered all my questions and helped me decide what device I wanted. Definitely going back. read more

I have been in Customer Service/Sales for over 30 years and I have to say your staff is professional and efficient. In particular, Kevin W was amazing to deal with. Kudos to you and your staff! read more

Needed some simple advice from anyone working in store. Told it would be a 1.5 hour wait even though very few customers in store. Apple Store in Nashua much better. read more

Madea genius appointment only to be kept waiting another 20 mins. No urgency when you have a captive audience

I wouldn't a store that my iPhone looked at. I ended up going back twice because the technicians did not know what they were doing. There was a nice young man whose name was Leo and he was really good to me. I was even extremely good but then, because they were busy, they put him to help somebody else, and they have you on the table with this young lady and then they asked her also help somebody else in the same time. It was also a lot of food around in the back by their staff. I was very unhappy with my experience at the store the only person I like it was Liu who was the technician. I decide to call on Monday morning to complement the showing worker. The manager didn't even want to talk to me whoever picked it up said he would relay the message to him that was very lousy. Also, there was a young woman who is a service tech who stunk with so much perfume my wife and I wanted to gagged every time she walked you could smell her she was nasty. I complain about it. Nothing was done. My wife and I had to come from Milford twice to go to the store. They only interested in money, not people for the manager not to speak to me shows that he or she is very arrogant. I can see why the stores screwed up being an Army veteran I have learned what it is to be a good manager and I can tell you right now this manager is a loser and so is the store. I would not recommend them to no one. They are horrible. I would like to say one thing it was only a couple people I liked in the store, but if I didn't have to give it a one star, I wouldn't even give it that either because that store is a disgrace to Apple and I have been an Apple fan for years, now I'm getting turned off by them. If I can find an Apple Store in my area, then I would go to it because these people not only are horrible. They all suck. It's all about making money it's not about people anymore or customer service. they are pompous, arrogant, rude, disrespectful, and very nasty and also very childish when I see a bunch of kids in the back horsing around and the manager does not take your call because he is she is very arrogant and that means a manager be fired. I hope I don't have to go back there again because that store is very pissed poorly managed. read more

Went to buy an IPad Pro, had to track down someone to ask for help, after taking my name and promised someone would be here to help, waited 10 mins without anyone coming while the store is virtually empty and plenty Apple employees walking around without apparent purpose. Would not be back. read more

2 hour wait to talk to someone and fix a minor issue...why the hell do I have an Apple product again? Just crazy!

I hate to do this, considering that I have had many, many positive experiences here (to be fair, please read my previous review). Still, today's encounter left a bad enough taste in my mouth that I had to reluctantly knock off some stars. Apple recently replaced my defective Macbook with a newer one, which I thought was pretty stellar of them (I did pay the difference for the upgrade). They were also kind enough to take care of the data transfer from one machine to the other, even though I had a backup of my data on a hard drive knocking around somewhere in my closet. So far, so good. Great, actually. I was really pleased with the way my problem was handled, and made sure to give them a great review. When I picked up the new laptop, I was also given back my old defective one. I figured maybe it was beyond refurb, and they had no use for it. I figured they knew what they were doing. Three days ago (a Thursday), they called and told me that they had made a mistake, and they wanted my old laptop back. Ok, fine. I told the manager that I would drop it off either Friday (the next day) or over the weekend. All was hunky dory and we hung up. I noticed on my caller ID that the Apple Store called a couple more times but didn't leave messages. That was sort of weird. Today (Saturday, which is exactly in the middle of the time window I gave the manager) looked good for the drop off. As I was brushing my teeth before leaving for the Apple store, I happened to listen to my answering machine. It was the store manager at Apple again, calling earlier in the day. Just a 'friendly' reminder that they need the Macbook. But this time he also threatened to charge thirteen hundred dollars to my credit card if he didn't get the laptop back. What? Hold on. I said the thing would be returned over the weekend. And that's exactly what I was doing. You know, dropping it off on Saturday. Like. I. Said. So what's with the ransoming of my credit card, eh? It was Apple's mistake, giving me the laptop. I was very nice and said I would make the 30 minute trip in my free time (also wasting money on gas, tolls, etc.) to help them correct this mistake. It wasn't even a big deal until the dude pulled a Patty Duke and got all twitchy. There was no need to threaten charging my credit card when I wasn't even late returning the thing. Hey Apple - customers don't like threats. This customer especially. As I had planned, I headed to the Apple store, laptop in hand. Since this was a big enough deal to have the manager call my house multiple times, I wanted to make sure that the machine was in his hands and that he witnessed that I had brought it back (exactly when promised). I asked to speak with him specifically by name, but the manager was apparently "too busy" to see me, and sent someone else in his stead. Which was kind of insulting. It's ok for him to phone me many times to help correct a problem that wasn't my mistake, but he can't even take the time to talk to me when I show up? Please. I'm sitting here, shaking my head. I wouldn't have blinked at all if it had just been left to that first call. The laptop would have been returned today anyway, and I wouldn't have touched this review. Again, much like with the Chestnut Hill store, it's the attitude I was given that sent the whole thing into the toilet. I will point out though, that my problems all lay with that particular manager. The rest of the staff, both sales and Genuis Bar, have been nothing but kind and helpful. Kind of a bummer that this one guy had to mess things up. Next? read more

This Apple Store is good. It depends how busy they are and what you need - sales or service, events, etc. I prefer to go to other Apple stores like Burlington MA or Boston MA if I can get in there. However this Natick location does get the job done. Recommend. read more

An honest review of my consumer experience at Apple Store Natick- To make a long story short, I needed a new computer as soon as possible, as my pc physically broke on a Thursday and I needed a working computer for work on Monday. As a lifetime PC user, I thought this was the right time to switch to a MacBook Pro. (Not without some trepidation and anxiety) To expedite the process which included the purchase and a data transfer, I called ahead to see if it was possible to get done quickly. When we got to the store Friday nite, a salesperson helped and took lots of time to see what my needs were. I was told he would personally handle the data transfer and get my needs taken care of in the timeframe I was hoping for. At this point, he made me feel good about just dropping $1,500 on products in his store. Once I left, the next few days brought frustration. The computer wasn't ready until Monday and different people worked on the data transfer and had to call me for things like my computer password (I had spent time going over the details of my data transfer with my original sales associate, which seemed to have been a waste of time). So now, I lost some work time because my computer wasn't ready and I started to think the Microsoft store next door would have been a better and cheaper option. Was Apple Store resting on its laurels and not valuing their consumers? Absolutely Not! Once I accepted that things weren't going to work out like I had hoped, it turns out my frustration had made its way through the Apple Store and a manager reached out to me. They offered me discount on the service and continued to check up on my satisfaction. Sometimes, things happen. It was great to see a response from management and make things right with their consumers. Melissa was responsible for reaching out to me and making sure all was well. I will absolutely recommend the folks at Apple Store Natick in the future read more

they think nothing of losing your info in your phone. all they say is "Sorry! sorry sorry!"

Great Customer Service is Everything. I tip my hat to Tim, the sales associate at the Natick Mall Apple Store and the fantastic service he provided during my recent visit. He is "the high bar" when it comes to product knowledge, and asking questions in getting to know me and my tech needs when I initially asked about the iPad Pro. Also, in asking about my recent relocation experience from Seattle (where I worked, where I was going to school, etc), he was slyly investigating if I was eligible for any education /work discounts on my purchase that day. That genuine interest and support goes a long way in providing a great experience. Thanks Tim, for your help and your friendly help - and welcoming me to MA! read more

Um, yes. Wow. I can't say enough good things about Jocelyn and my experience today upgrading my phone. I am used to the run around you get from (insert wireless carrier name)--let's face it--they're all bad! I was hoping for something no longer available. Jocelyn *really* listened to what I was looking for and helped me find something that is great and in my budget. I will admit that part of the rationale for my high rating is low expectations. I've never had a great experience upgrading or troubleshooting my phone, and this was all I could have hoped for and beyond. And the previous bad experiences make this trip so much sweeter. Jocelyn set the whole thing up, restoring everything from the cloud and walking me through the things I would want to finish once home. Utterly fantastic. I hugged her before I left. I actually hugged her! I've been in the store and always had a great experience--helpful staff, great products, etc. But this was ridiculously great. Kudos! read more

Apple Business Team at Natick Collection Store is outstanding! We are a software development firm that has made a substantial investment in Apple Technology. We depend on iMacs, MacBooks, Mac minis, iPads and our iPhones daily for operation. Not all Apple Stores are the same from a "doing business perspective". One of our new MacBook Pro laptops with a large SSD drive failed. After spending the better part of half a day trying to get resolution in another Apple Store 30 miles south, we came to the Business Team in Natick and asked for help. AJ & Ben were awesome, and they dropped everything to develop an affordable repair plan for this MacBook. Two days later and at 1/3rd the cost quoted by the other store, we had our MacBook back in hand, fully operable. They also helped us contact Apple corporate to get this system on the support contract which had been intended at purchase. The Natick Apple Business Team kept in communication with us through all our issues until we were happy. We are continuing an Apple technology refresh to the latest MacBooks and iPads, and the Apple Natick Business Team will be getting Stonewall's business moving forward. read more

Apple in Natick is a fine store, but of the others in the area (specifically the brand new store in Chestnut Hill), it's not quite the experience. Claustrophobia! There are quite a few things in life that just don't make sense, and to be honest, the Natick Apple store is definitely one of them. While rent is high in the Natick Mall for any establishment, Apple definitely makes enough to either move into a larger spot or expand on this location.... because at its current state it doesn't work, even on a non-busy day. It's just so busy, so difficult to get around inside and so tough to actually be able to shop around. For instance, the new Apple at the Chestnut Hill Shops or the new one opening in two weeks in Dedham are both better (and so much bigger). Even though I absolutely love the Natick Mall, I will make a note to only go to the other locations until renovations are done to this store like they have been done to nearly all of the other Apple locations. First there is no reason that Natick should be neglected, and second, this specific one really needs the updates! I was able to find the item that I originally came in here looking for, but overall, my experience could have been much more pleasant like it always is at either the Chestnut Hill or Dedham location, which I visit often (not too often though...) for questions at the Genius Bar, where there is plenty of space and lots of seating available. 3 stars for being average, but Dedham and Chestnut Hill are my preferred stops. read more

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If you didn't already magically know that things are "busier than normal", for a Saturday, at the Mall, and didn't know you should have made an appointment yesterday, you're looking at around a 2-2 1/2 hour wait. read more

I brought my iMac desktop computer to the Apple store in Natick MA in order to fix an issue with the computer not showing a display. They took the computer for further diagnostics and said it would take 3-5 business days to get back to me, they called two days later saying that the issue was my graphics card and to replace it would cost me $250 plus labor and if I would be ok with that, I told them to go ahead with the repair and fix the computer. They called me again a few hours later refusing to repair because they noticed the computer had been opened previously, they are refusing to repair and I am unable to purchase the part I need to fix this problem because Apple will not sell me the part that I need. My issue here is that Apple has all the means to fix this problem very easily, and they have refused service only because I had opened the computer and added an extra hard drive, I just would like to pay for a simple repair which consists of exchanging a damaged graphics card in my unit which they are able to do at any repair center, also I will not be able to fix this problem since Apple does not sell their parts to regular customers. I would like them to replace the bad graphics card in my unit and charge me for the part and the service according to what their diagnostic and estimate had previously been established. read more

A genius is a person who is exceptionally intelligent or creative, either generally or in some particular respect.... I don't think that's the case here. On 8/23 went with my dead iPhone 4 as its been good so far and suddenly does not charge. Figured something wrong with the charging doc or battery [and I am no genius]. They took it back, came back and the only option I had was to replace-repair with another iPhone 4 for $ 149.00.... Nothing else. You took it back to do what !!!! I don't think that Apple is too high on keeping the old models alive. I guess with the 6 stated to come out in 2 months, they don't care about the 4... Thank God the automobile industry does not do that. Went to Cellarius and they said it was a battery issue... replaced it in $ 49.00 and phone is back to normal. Great going Geniuses !!!! read more

Tried to stop in one Friday afternoon to see a genius about the bum battery in my laptop. Showed up at like 3, was told that the next available appointment wasn't until 7 or so. No thanks, I don't have 4+ hours to wait around. Figured that since it was the middle of the afternoon, that it might be clear. Not so much. So, I made an appointment for Sunday morning, and met with my genius, Eric. Luckily, the laptop didn't start behaving like a car when you take it to the mechanic and everything works perfectly. Bum battery was still broken, and I had myself a new one lickety split. Eric answered all my random questions, cleaned my baby for me, and gave me his card so I could come back and see him if I was still having trouble. So far, my laptop is functioning as such, not like the portable desktop it had been when I needed it to be plugged in at all times. The store, like most Apple Stores I've been in, is fairly barren, but just ask for what you want and someone will bring it to you. On the fly credit card swiping makes purchasing quick, and hey, they'll even email your receipt to you. Love the Apple, but make sure you make an appointment first if you're looking for a genius, there are apparently a lot of stupid folks out there needing help. ;-) read more

Bárbara helped me buy a phone so quickly! In and out in 10 minutes. She was very helpful and informative, especially during a busy holiday season. Thank you Barbara! read more

This location is beyond sketchy and needs to be investigated thoroughly. Couldn't even write all their wrongs in a review short enough for someone to read but they break protocol all the time and Ken, the manager, belittles his customers and helps in no way. Every time I come to this location the customers are complaining to each other about the service they received or arguing with the employees. This is a completely unprofessional and questionable location for Apple and I highly recommend going to any other location over this one. No doubt they will be shut down very soon. Added note: I haven't been back since I wrote this review but I have been receiving prank FaceTime calls from the Natick Apple Store location to my personal iPhone. When I called the number back to see who I missed a call from, a girl picked up and said no one called me and they are a retail store and hung up. I called back to try to get more information because it seemed sketchy and she hung up again. The third time, a man answered and said he apologizes but it is the Apple Store in Natick and they don't make FaceTime calls from that number. Not sure what to take from this because I simply redialed the number that showed up on my missed FaceTime calls...so either he was saying they're products don't work and it was a mistake, or lying to save their stores reputation. Either way, this location will get exposed eventually. read more

Exemplary customer service, very helpful, and strong product knowledge. I had a very good experience dealing with apple team @ Natick Mall collection center, amazing people, very good listeners and eager to serve customers. I wasn't sure of issue but they went all the way to rectify it to ensure high standards of customer satisfaction. read more

UPDATE: STAY AWAY. Doesn't Yelp have a 0 star rating? I had trouble updating this, because the Mac store broke my computer. Suffice it to say, after my first impression (below) it took me 6 more visits to the store before they provided me with a new computer. I went in with a working laptop that had a minor cosmetic flaw; and came out with one that didn't work at all. The final resolution worked out ok (I just had to come in at 7 a.m. before my flight to pick up the new computer so they could transfer files overnight; and they cost me time with my family and friends, whom I will not see for another 8 months) but the path to get there was extraordinarily painful. To top it off, their tech manager was condescending and rude. I have never been treated so poorly as a customer, and I hope I never employ someone so poor at customer service. ORIGINAL REVIEW (First Impressions): Bought my Mac here and haven't been very happy with them all in all. First, I had the sales guy tell me all sort of things that weren't true about their products. Luckily I researched them on my own and was able to make my own decision; but the representative of the company had not a clue. Then they couldn't get me the software I needed (they brought out something different than what I had asked for, charged me, and when I said, "I was looking for the new creative suite software" they said, "well I thought this would be close enough." At least they refunded me. Fast forward one year, and I am sitting outside the store right now. Brought my computer back because the casing is slowly cracking away. I arrived to get a whole little speech about how I should really make an appointment ahead of time. Not a great first impression; and now I am sitting here waiting because they won't just take the computer in for a basic repair without me standing there to watch. read more