Bad service. I scheduled an appointment but when I came in 8 minutes early they told me I wasn't in the system. I showed the confirmation email but instead of putting me in at my appointment time I was put in at the next available time slot, fifteen minutes after when I scheduled. After waiting 25 minutes I asked if I could just drop off my phone, all I need is a new screen and I really need to go. The guy I asked said he cannot do this nor would he ask someone else to make it happen. This delay caused me to miss an appointment. Quite frustrating. read more

Windows to Apple. Being an old, frustrated Windows user, I finally took the plunge and bought an iMac, which I don't have any regrets in the purchase, except for one. The One on One classes are not up to par, because of their instructors. I've only taken two classes of One on One, but I think I've got an idea of the whole scope of things. Class 1: Introduction to iMac. One on One class...1 hour. The instructor was late & then fumbled around trying to hook up my iMac. After about 15 - 20 minutes into my 1 hour session, the instructor had no idea that the OS Lion had added some features. He kept saying, "Oh wow! I didn't know they did that!" So we both "learned" at the same time, on MY time. Promptly on the hour he said class was over even though I didn't get my full 1 hour class. Class 2: iPhoto, One on One, 1 hour class. I could have stayed home and used the Help on iPhoto instead of going there, which isn't much "help" either. Again, the instructor wasn't knowledgable with iPhoto. He would ask another instructor my questions for the answer. Again, why did I have someone not knowledgable in iPhoto teaching me??? Shouldn't they assign instructors to 'newbies' ? After a 1/2 hour I left disgusted, a waste of my time. Here's the 'scope of things': Both young men were very nice but not knowledgeable. I've come to the conclusion, if you're a young, cute blond female, you'll probably get someone who will take the time to teach you. Yup, I'm about as old as their mothers, but these young kids are disinterested in the teaching of Apple products and would rather be out roaming the store and talking with each other instead of focusing on the customers. I called Support to get more information needed for iPhoto and was referred to the series, "The Missing Manual". After reading reviews, I purchased the book for iPhoto, and for right now, all the answers are in the book, in detail, and knows more about Apple than the instructors I've had. I've decided to skip the Apple classes. read more

I have never ever been in an Apple store before, but I did make an appointment to get my iPhone fixed. I walked in, and it wasn't that busy, I didn't get an acknowledgement from anyone. I didn't know where to go or who to check in with, so I sat at the Genius bar. The guy fixing a customers laptop totally ignored me. I sat there for 20 minutes before I heard someone call my name. After that, they helped me and got me out of there in about 40 minutes. I guess you have to be pushy and get into someones face to get help. If you're a shy, quiet person, you're screwed!! read more

That's it. The love affair is over. FB and Twitter are falling, it's time Apple does too. All once behemoths, now not so strong. This is extortion at its highest level. I had a contract with Sprint and I took good care of my phone. I bought it after 3 years. I owned it one month and all of a sudden it dies while I was using it in my bed, it just died, fully charged. Now, it won't turn on and it won't charge. REALLY?! Apple couldn't be a little less obvious and greedy, maybe say let me have it off plan for a year before it died? Nope, one month. I bring it into the wonderful Apple store, as it's not Sprints fault Apple makes shitty phones. The Apple store is so wonderful (not really, it's loud and confusing), full of geniuses (geniuses on how to get more of my money). It all boils down to this, I spent $900 on a device that lasted 3 years. Now they want $299 to fix the problem (the problem they created). And I knew that was coming btw, the moment the kid starts inspecting the phone for any little blemish so he can immediately blame it on me, which he did (there was no blemish, phone was protected and not recently dropped). So I knew the fix was on right away. I'M DONE WITH APPLE. Name one other thing you've ever bought in your life that costs that much and lasts a measly 3 years? As long as we buy what they're shoveling, then they will continue to grow and we will continue to suffer. So from me to you, oh wonderful great geniuses at Apple, thanks for the memories, but I will try my luck at one of your competitors where maybe their product lasts longer than 3 years and I don't have to deal with your mega-turd store. Good riddance, looking forward to my new Galaxy. read more

Scheduled an appointment to learn if my I-pod needed a new battery. Made the appointment for 8:10 PM. Checked in at 8:00 PM and waited at a table near the Genius bar so I wouldn't miss being called. I observed several employees who were not engaged with customers, not one of which ever asked me if I had been helped. Finally at 8:30 PM I approached an employee at the bar who had his face stuck in a computer. I stood directly in front of him for several minutes, he never even looked up to acknowledge me. Not even the basic of customer service such as, "have you been helped?" When they finally did get to me I learned they could not replace the battery, but would sell me a refurbished unit for $79. Let me see, refurbish mine and sell it with the same old tired battery to the next poor sap, I don't think so. If you need an Apple product I can relate, they certainly have the market cornered, but don't feel the least bit guilty about spending your money with another retailer. Or purchase your unit at the University. My money WILL NOT be spending at this store. read more

I hope to never have to visit this store again. Wait, wait, wait and wait some more. My first visit was to stand in line to determine if my IPhone 6 was in need of a new $29 battery. After an hour or so, my phone was "diagnosed" as needing a battery and I was advised it would be ordered and I would receive a text in about 2-3 weeks. I'd have to bring my phone in to have the replacement made. This was in January. After 5 weeks or so went by and I hadn't heard from Apple, I called and of course went through the phone menu until I got an actual person. She asked if I had an invoice or work order. I didn't. She replied I had to have one if a phone battery had been ordered. After some conversation I terminated the conversation and began worrying because I'd not been given a work order/invoice. In late March I received the notification which advised I needed to make an appointment by 4/7/18 to get the battery replaced or my battery would be given to someone else. I made the appointment and on the scheduled day I arrived at Apple, was greeted and asked why I was there. I explained I had an appointment to have my phone battery replaced. The young man checked his appointment list and advised my name was not listed. However he "had a space" and I should just wait "over there" and he indicated a table. I waited and waited and finally asked where I might be in the line of people waiting. Another man looked at his list and indicated I was next. He then evaluated my phone battery and told me I didn't need a new battery. I was still in the "green" area although near the bottom of the green. Long story short we agreed I would eventually need a new battery and since I had one at the store I determined I was not going to go through the process to get a new battery again. My waiting patience was worn thin. The representative told me my phone would be ready at 4 P.M. At 5:30 P.M. I arrived to pick it up. Again I was put in a "holding" area for another 35 minutes - just to pick up a phone that had already had the new battery installed and was to have been ready for pick up at 4 P.M.! Many Apple personnel scurrying here and there but apparently no designated person to handle pick ups. Why not simply have a"pick up" area where pick ups could be conveniently and quickly picked up. Like regular stores? This was not a positive experience and I certainly don't want to have to do it again. Patience is said to be a virtue but most people I know have busy lives and even doctors offices have drastically improved patient scheduling- Apple should do so too. read more

Took my imac and macbook pro both in for issues they were having. Greeted immediately and sent to the genius bar (ALWAYS make an appt for the Genius Bar if you want to be helped!). We were greeted and helped. The man in the kilt, (Kirk I think) worked not only on my two computers but another laptop next to that one at the same time! His knowledge is amazing. Both had very simple fixes that he was able to do in minutes and I was on my way in 30 minutes. I have been in several times with 1:1, classes, computer questions, glitches, and have always been treated right and in a timely manner. I feel very lucky to live so close to the Apple store and have knowledgeable people working there to solve issues or questions. I have always taken out the extended apple care and it is worth every penny. I don't buy extended warranties on anything else, but a computer is a delicate thing. read more

I went into the Apple at the summit mall to sell some iPhones that I know longer needed because I had upgraded two of my family lines to the new iPhone 8. When I went in I was greeted right away which was nice. The lady who had blonde hair asked what I needed. I told her I'd like to see what I could get for my old iPhone 6. She scoffed at me and rolled her eyes. She then frustratingly looked at what the value was and told me. Overall just seemed like I was wasting her time since I wasn't buying a new product at the store. Not the Apple experience for sure. read more

For me, it doesn't get any better. As a self proclaimed Apple fanboy, I often visit this location. Each and every time I have been in there, the staff has been courteous, knowledgeable, and best of all, not pushy (they get no commission). Unlike 99% of other electronic retail stores, the employees here actually know how the Apple OS X actually works because they have a Mac of their own. I plan to go back early and often. read more

How can you not love this store? Even when it looks packed you get service right away. All the nifty gadgets to play with and ogle...now if only they stocked hover boards. read more

Waited 6 hours to be seen about my phone with no conclusion to what could possibly be wrong. Was told I was 60 days out of warranty and the best they could do is replace my entire phone for $350. Was then forwarded to a sales rep and was greeted by an arrogant person who was not exactly helpful. I'm not sure apple cares but this experience definitely deterred me from getting another apple product in the future. I like their products, but I cannot support a company that has such complete disregard for customer service. read more

I don't get why we have to make appointments on line and when we're there on time, Apple is not . I'm always waiting up to an hour, don't waist my time when I don't waist yours !!! read more

Replaced my iPhone twice, yes that means I'm on my 3rd one...but that's another story. The genius bar staff is very knowledgeable and pleasant to work with. Make an appointment and head on it, they will solve your problem and get you back in business. This is how a service business should be run. This is why I buy their products. Can't be beat. read more

I love coming here. This last time I was there we were helped right away. That was a first. The staff is really knowledgeable but we got conflicting info from two different staff members. I like that they offer classes to help you set up your new toys. They were helpful when my ipod died a couple of years ago (RIP). Unfortunately, they were not able to revie the poor b@stard. Anyhow, I would have given them five stars if important information would have been the same from both staff members and not conflicting info. read more

Apple has a store in Reno... what can I say being an apple fan with a MacBook Pro, iMac, iPhone, iPod, AppleTV and everything else. Sometimes it is annoying how hard it is to get an appointment but that is expected with more and more people coming over to the good guys. Bottomline it beats driving to Sacramento to have one in town. read more

Wonderful customer service and so very courteous and knowledgeable. Yes,initially it can be a little confusing if it is busy but find one of those little blue shirted Mac geniuses and away you go and unlike so many places where someone that knows so little acts like they know so much these people are totally upfront about what they know and what they don't. No blowing smoke up ur arse so to speak! read more

This is the best Apple Store that I've had service at. I've been to several! The employees here were all friendly and wanted to help me! They took their time, even though they were very busy and short staffed they answered all of my questions. read more

Being that Apple just launched the new iPhones I expected pure chaos the moment I walked through the door. But I was pleasantly surprised how organized they were. Henry greeted me at the door and made sure my name was added to the list immediately. The Apple team was working so quickly, I think I only waited 25 minutes until Gary began to assist me with the upgrade process. He was wonderful to work with. Now dealing with Verizon.. well they were a pure pain in the "you know what". After a while Gary had to lead his team as he is one of the managers. So he called over Drew to finish working with me. After three and half hours Drew came through! I couldn't be more grateful that this team worked with Verizon so long to ensure I walked out with a brand new iPhone 6! Thank you guys!!! read more

I had a great experience at the Genius Bar! They fixed my MAC for free and were super friendly and helpful! I recommend the Genius bar over Geek Squad ANY DAY!!! Very knowledgable. read more

Terrible customer service. Walked in there with the idea of getting a new iPhone while I had a note 8 and as soon as one of the associates knew that he took off without even asking me if I wanted to buy a new phone. Then to top it all off it was difficult to find an associate to buy the phone from as they were all gathered up in a little circle then when I approached them they all went off to ask random questions to people playing with the devices on the store. read more

Worst customer service of my life. I went in to have the battery replaced on my phone (I made an appointment before hand) and when I returned three hours later they still had not completed the job. I expected them to take longer than what they quoted me as they are always crowded, however when I checked in to see if my phone was ready the "genius" told me that they were replacing the display. I told them that I didn't ask for a new display and that I didn't want to be paying for anything other than the battery I can in for and they told me it would be fine, they wouldn't charge me. 45 minutes later they finally finished working on my phone, and when I went to pay they charged me over $170, I was furious, but paid the bill as I was now late for work. The store work authorization that I signed was for $29 for the battery. I filled out a review and asked to be contacted by someone from Apple, but nothing came of that. I haven't been able to let it go, I have never been so ripped off, and treated so poorly as a customer. If I wanted to spend that much money than I would have just bought a new phone entirely. read more

New store is bigger but mostly empty. Not sure why they think a 30 minute wait is ok when trying to buy a phone. They could at least have a restroom so you can be more comfortable while you wait. read more

Jesus is the man!! i had a unique problem for a christmas gift and he was able to make a small miracle happen. i had to get a phone activated and deactivated and then activated again without my wife knowing her phone was acting weird. long story short...gift given without even a hint of what was happening!! the store itself is kinda crazy how its all automated in a sense. go to the phones, sign in, and someone will be with you shortly, or in my case over christmas a little longer than that. want an ipad; go to the stand and sign in using an ipad and same thing, short wait and an employee walks over and assists you. Once i was helped; my whole transaction was completed on a handheld device Jesus was using. maybe im suprised because this is probably my 3rd time ever going to an apple store; prior to this trip it had been over 5 years so there; im a little out of date! anyway....excellent experience and i will go see Jesus anytime i need anything else here. very quick considering the holiday, and extremely helpfull considering my special case with the gift. read more

It is Apple, but in this case, it is Reno! They had more red shirts/Apple employees than customers, but you will not get fast service. In fact, you talk to one person, that sends you to they're 'cool' guy that sends you to another person. Making an appt is the so stupid. Never seen something so backwards. And loved the 'cool' guy's look when I asked what was taking so long. Quite condescending! Don't expect much, they even tried to make us pay for our hard drive after it died (less than one year after purchase) using an excuse that doesn't make since. Please go to another store. Apple is ok, but this store sucks! read more

The gentleman who helped with Macs by the genuis bar, I believe his name was Zach, was AMAZING. Not only did he help fix my problem but he also provided an amazing atmosphere as well as customer service. He is the embodiment of customer service. I would definitely return to apple because of him. Thank you! read more

They finally brought an apple store to Reno. Every one was super nice, humble and kept a clean store. The reason why i gave them a 3 star is becuase they are super packed and seem to wait a long time before any one frees up to help you and ive yet to find a time that isnt packed. They also dont except cash which is annoying at times, its not there fault thats nationwide but i think the stores should take cash in my opinion. Also depending on who you get some times they talk to you like you've never used technology before. They have tons of knowledge but sometimes they have to remember customers are about to spend alot of money so some of us do alot of research and have owned more apple products then the employees. Keep an open mind to the consumers. Like I said though clean store and every one is super friendly and will help you in anyway they can to get you what you need. read more

Store was really busy and we had to wait awhile even though we had an appointment. Other than the wait they were excellent. The staff were friendly and really took time to help us out. I would recommended using this store for your Apple needs. read more

Apparently I didn't learn my lesson from the last time. I am currently without a phone. I hope I don't get in an accident or need to make an emergency phone call. I have the new iPhone 7 plus and I love my phone. Until it's time to update. Two updates in and my phone has completely stopped workig. The first time it got fixed no thanks to this store. The second time I thought I'd give them the benefit of the doubt and try again. I was so wrong. I love 30-45 mins away from the Apple Store, I drive there thinking oh they'll take pity on my they'll help me. Nope wrong again. I walk in and am told to stand behind another women who also seems to be in distress. The "genius" helping her tells her the only way he can fit her in is if she comes in early the next morning shortly after they open. She looks at him and tells him she has to work otherwise she would have done that. He says he understands in a very rude tone and repeats himself. She looks at him and tells him that if she treated pee that way at her job they would have no customers. It's a miracle you have any business. This is so bad that there are jokes about this. You know what this woman is correct. if untreated people that way I would be fired on the spot. So it's my turn now and he tells me the same thing. I honestly wanted to slap him or throw a fit but I didn't. I just looked him in the eye told him that this was Fucking ridiculous and stormed out. The Apple Store in Reno is a joke. They don't help their customers they turn them away. Completely ridiculous. 3 hours before closing and they turn people away. So I took my phone to my carrier and they got me in an hour before closing. And I say there and watched them continue to check customers in until 20 mins before closing. Never again will I be going to Apple in Reno. read more

the place was packed it took me a while to flag an employe down and when i did she was very help full. She helped me buy my amazing mac book pro i just wish i could remeber her name im so bad with names but she was probably the kutest girl there she was blond any ways she was very helpfull i was lucky to have bin abel to flage her down becuse by the look of it this place is always packed and a lot of people seeem to come hear just to hang out kinda gets in the way when you are trying to buy something but o well life gose on. read more

I went to Apple because my IPhoneX is having an issue with the faceId. My problem is that we have 1 Apple store in all of Reno and sparks! I couldn't get an appointment for my phone till Tuesday and to me that is BAD customer service. I paid a lot of money for my phone and I think with all the money Apple is making they could have a lot better service. read more

I was a walk-in and thought I'd try to get my battery replaced on my iPhone 6 because it won't hold a charge at all. I have to constantly keep it attached to a power source. Have been trying to do this for months now and thought I finally had the time since I'm here from Cali and my son is here for a baseball tourney. I speak to the receptionist or person that handles the check-in process and says it'll be between 30-1 hr wait. That was at 1:45. So I wait and wait and WAIT. Well I go to sit down at one of the workstations and an employee asks me if I "checked-in" kind of annoyingly like I was taking up expensive real estate sitting in a chair and I say YES. Well apparently I wasn't. I got a text about 1 1/2 hours ago but I WASN'T checked in! This was at 3pm. WTF... no apology for THEIR ERROR, but instead they put me at the bottom of their list and say oh it'll be another hour maybe. BAD CUSTOMER SERVICE! I'm ready to throw this brick on an iPhone out my window and onto the freeway! Wow. I guess since I wasn't purchasing something new, I didn't matter. read more

I don't usually write reviews but felt inclined to after my experience here. I came in on June 27th to have my iPhone fixed. What I thought was a simple, in-and-out fix turned out to be a five hour long process that still didn't get resolved until the next day. However, every single member of the staff worked hard to solve my issue and make me comfortable and happy through this ordeal. Coming back the next morning to fully resolve the issue, I was greeted by some workers who had recognized me from the day before. They immediately assisted me and set me up with a brand new phone and offered to let me choose a case free of charge. The persistence and dedication to solving my problem was incredibly amazing to see. Can't say any more good things about this staff! read more

Not impressed .The staff are not competent.Every time I go here it seems I am misinformed and have to come back the next day. But everybody is nice and they have clean restrooms. read more

Came in, put my name on the list, and waited two hours for the text to return. Then went back after the text, told the associate I was here, and was told to sit at the table near the counter. While waiting another 30 minutes, I received a text that said that my space had been given to someone else because I did not come back in after the text. I complained, that I was sitting right there. After another hour, I was finally seen and the problem was resolved. Almost four hours to get an iPad wiped clean. This is excessive! read more

I bought the top of the line Beats around 7 months ago for around $385. The plastic on top part of the band broke and I went into the Apple Store to get it fixed. They informed me it would be $200 to get this plastic band fixed. Keep in mind there nothing wrong the speakers it's just a piece on the band. This is the most ridicules thing I've ever had a business tell me. I will not buy from Apple every again and I've bought 4 iphones and two ipads over the last 8 years. read more

Do not shop here if you can at all avoid it. I recently returned an iPhone case there that was a Christmas gift, still in its original packaging, never used. They refused to refund the money saying that it was the store policy not to accept any returns after 2weeks. If you need apple stuff, buy onlline. If you need accessories, go elsewhere where they have a decent return policy. read more

Genius bar is always helpful. I am always greated at the door with a friendly smile. I love that when i need a new accessory i am out the door very fast! read more

This apple store is ok. It's it Reno so it's already got a strike against it. This is the only apple store in the area so everybody has to go here. Usually crowded. Inside a medium sized outdoor mall. Plenty of parking. It's a overall decent location with knowledgable employees. read more

Ah, these people! I love them all so much. I don't have mac/apple issues often, but when I do, they ALWAYS help me out to the FULLEST extent. They go above and beyond to make sure that their customers walk away satisfied. From replacing broken cords to helping me recover files from a non-apple external drive (which was taken in because I thought it was the computer) they are amazing and so helpful. Beyond that - I'm nearly an hour away from this store and they never let me leave without making sure I won't have to come back. read more

Went to get a phone fixed. Waited for an hour and half after we were put on the list to be seen. Watched people come and go. Said they could fix it and it would be another 45 minutes. Waited some more and came back and phone was not fixed. Was told they took the screen off and said someone else was messing with and it is not a apple product because of that. Bought phone new. It fell out of pocket cracked the screen. As I was leaving was told to have a nice day in a sarcasm voice. Will not recommend and enter at own risk. read more