Unbelievably terrible experience here! My phone got some sort of weird code, so I took my phone in with my laptop. The girl helping me out wouldn't touch laptop because it wasn't an apple product (I understand that). She looked at my phone and said "your phone crashed and everything is gone." Never knew that was possible... After talking with the customer support, 1-800 number it looks like she wiped my phone AND cloud clean WITHOUT my permission! I am sick to my stomach because I had photos of family members that passed away! The apple support people believe she created this lie to cover up her mistake! I've gone to 2 other apple stores since that have been amazingly helpful. This leads me to believe it is just this location that doesn't know what they are doing !! read more

We got here ten minutes before our actual appointment and waited forty minutes before anyone came to us. The entire time we waited no one checked in on us or tried to help us. Several people who walked in were helped before us. It felt like we were punished for getting an appointment instead of just walking in. read more

If I've old give them negative 5 stars I would. February 9th I wait 2 hours to order a battery for a POS phone, we'll notify you in 3 weeks when it Rrives. No notification. I call and wait an hour on the phone and am told if I don't have my case number they can't help me. Even though they have my phone number, email address and other information. This is for my grandsons phone. I personally would never own an Apple POS. read more

Never again. If one wants rude treatment from the younger generation this is your spot. Buy or have your Apple products repaired elsewhere; I will. read more

I love this Apple store! The new, expanded store is fabulous and spacious. But, I always love the employees here. For 11 years, they have been friendly, approachable, knowledgeable, supportive, and helpful. Apple has the best customer service model around! read more

Apple sucks, worst customer service ever. If your wondering why there so many good reviews its because for every bad one they pay someone to give them a good one. don't believe them for a minute. it will be your worst nightmare read more

Michelle was amazing and helped us out in a professional and prompt manner. I just wanted to give a shout out to her and her exceptional customer service skills. Thanks for everything! read more

I recently went to the Apple store at the summit to get my iPod fixed after the home button broke. They replaced it with a new one without any questions. I was in and out in about ten minutes. read more

This store and Apple's customer service is the worst. I have paid for Apple Care need a replacement for my iPad Air due to cracked screen. Summit Store does not have a replacement in stock. So after waiting three weeks for a doable appointment I have to go back to Reno to get my new iPad!!!! read more

Knowledgeable, friendly, efficient employees....and made things right at their expense when they had an issue on their end. They went beyond over and above for me on a repair and this gesture will keep me as a loyal Apple customer forever. read more

Excellent customer service. They were very helpful in explaining the newest and greatest laptops when I went shopping for one. I left with exactly what I wanted and was very happy. I will be back. read more

The new store design and staffing make the DMV look organized and efficient! Very poor customer experience for me. You can't tell the loitering customers from the loitering employees. Who is doing what? Where do you go for help or even to buy something? Poor design if you ask me. Old store was better. read more

This will be the last Apple product we ever ever buy.....horrible customer service. 2 1/2 hour I'm here with my elderly parents, we live 30 miles away, nobody seems to care here if you purchase their product or not, however, after 2 I Pads and 5 Apple phones for both my husband and I and my parents! We are done! Maybe when the stocks completely plummet they will change their game! read more

I have never come in here without having to wAit for hours. I bought a wireless mouse a few months back, and because they have no counter, took my about 15 minutes for a "team member" to get free so I can pay. Now I've been sitting here for 1/2 hour to drop my phone off for a battery replacement, despite a noon appointment. read more

Why can't I give zero stars? I have an iphone 4s, the battery life has been getting progressively worse, it now burns through the battery (if on 3G) at the rate of about 2% per minute. I made an appointment at the "Genius Bar" for 1:10 pm, I arrived early and asked if it would be possible that I could be seen early, and was told "the only other appointment we have is for 3:20 do you want to cancel your 1:10 appointment?" I was incredulous, was she just being snarky or was she really just stupid? I declined the offer and stood there waiting, and waiting and waiting..only to find out that Miss Personality had not checked me in. So, I asked if she could do that and she obliged. She flitted around for about 20 minutes not doing much of anything except practicing being "Apple cool" then finally she called me to the counter. I explained my problem, she said she would do "diagnostics" which took all of 15 seconds and came back with the result that my phone was 100% A OK, so it must be my imagination that I can't drive from Reno to Sac without the battery going dead? She says "You just need to turn off location services!" My jaw dropped...I suggested to her that if I were to do that I might as well buy a net 10 flip phone and she gave me this disgustingly smug smile and shrugged her shoulders. At this point, I am fighting the urge to succumb to the rage I feel toward the idiot bar with their fake ass, stylishly disheveled cool kids. I'm going to jail break this POS, and if that doesn't improve things I will just suffer with it until my contract is up and go back to an Android. read more

Worst customer service. This apple store would not replace my battery, but would allow me to trade in my phone for a refurbished phone for $329. Ouch! A $29 battery is no over 10 times that amount! All I wanted was a battery. They all promise you a time, but that is a lie. Appointment at 4:30...forget it, they'll keep it overnight. Appointment to drop off on Sat at 7:30 am and it would be a 5 minute drop off with someone waiting at the door... they took my phone after a 30 minute wait. Pick up same day at 10 am... nope, they changed it to 10:30. Showed up at 10:30 am to pick up... told to stand in another line for 15 min. Asked for a manager... he showed up after 12 minutes (stalled me long enough to get my phone)... a "runner" showed up 5 minutes later to be told... Your phone does not have the new battery installed.... we won't replace it... BUT HEY... you can buy a refurbished one and trade in your old one for $329! Come on!!!! Terrible service and are manipulators of their promises. Avoid unless you enjoy the chaos and lies. I'm gonna try "Houston, we have a problem" phone repair, they have great reviews. read more

At about 5 tonite I called the Summit store in Reno and got their normal greeting and I asked to speak with Brandon, and got hung up on. So I called back, thinking it was an accidental hang up, being that Apple is all for customer service. I was wrong! The same girl answered the phone, and I told her I was hung up on and that I wanted to talk with Brandon, and she LAUGHED and I got hung up on again! With steam shooting out of my ears, I called back a 3rd time, and the automated message asked me what I needed help with, and I said "manager", then I waited again for about 5 minutes, the same girl answered, with a laugh, and I got hung up on AGAIN!! This all happened within about 20 minutes. So with fire now coming out of my ears, I raced down to the store, all the way across Reno, went into the store, asked for a manager, who was very polite and perplexed on how that could happen. He admitted that unless she concedes to hanging up on me, which we all know she won't, he can't do anything about it. He was very apologetic and couldn't believe his employee would do that, and I was really very heated (and accidentally cussed a few times). So, if you all get hung up on by the Apple store in Reno, and it's from a girl, who may or may not chuckle when you tell her you've been hung up on, follow up and talk to the manager. For all I know, she may get to the end of her shift every day (which she had been, because she was already gone when I got there) and just not give a flying hoot. read more

I went into the store to see about upgrading my series one Apple Watch to a series two, that's not something that Apple does, and instead of telling me that directly they made up a story about how I can "recycle my watch for money" which does not exist through Apple for Apple watches. read more

Horrible customer service. Not only did it take 20 minutes for someone to talk to me but the employee that did help us was rude and very temperamental. He refused to talk to my father who was confused and asking about the product. The employee stated "I'm not having this conversation with you buddy" and simply walked away. read more

For the very first time since I've owned an iPhone (5+ years), I was very dissatisfied with the customer service provided to me at this store. Ben did not give a shit about me, my issue, or my business in the least. His fake smile and his condescending comments just made me want to slap him across his stupid f-ing face. I can only hope the manager of this store can see what a thorn this man will be in the shoe of apple, and hopefully make a move to help prevent this company with more negative feedback. read more

You can never get on the phone woth someone. They always direct you too someone else. And you gotta wait 3 hours justo get someone to help you . Horrible customer service. And these fucks are not geniuses. Theyre idiots who work on a shitty product thats is outshined by samsung. read more

I really appreciate the manager (nick I believe) and his employee drew. For many going to apple is a fun experience and exciting because you are about to buy a new phone, computer ect. For myself I am not Tec junkie but some how I still own several apple products. I was there to have them look at a faulty home-button that was getting really hot and started draining my battery life as well. I had the unfortunate luck of dropping my phone the day before my schedule apt and while I thought there was no chance they would be able to fix the issue since it looked like I just tossed my phone under a moving truck. these guys listened with compassion and found away to make someone's days. read more

I tried to get a repair done today and gave a very disheveled young man my info and what I needed done. Was told to go wait near some tables. Nothing happened for about 15 minutes so went back to the person who I gave my information to and asked him what is supposed to happen next, will someone call me or what. He rudely told me to go wait without answering my questions. Last time I buy an Apple product. read more

This review is only for my experience on the evening of 10/13/16 at approximately 6:30pm. My issue is with the girl who was the initial contact when you walk in the store. I have been here two times before with the same question: "Do you have the new watches yet". Her response: "I don't think so". What kind of answer is that?!? When I looked at her, she then said "no, we don't". Now I just don't believe that she knows. My follow up question: "Do you know when you will get them". Her response: "No.". Why would Apple put this girl in the front of the store to greet people. When I have asked on previous visits from more adept employees, I have gotten "maybe mid to late October, we get shipments on Friday, you could check back". I leave satisfied. This girl continues, "Apple doesn't tell us anything". Does she not realize she is Apple. I hope the store manager will give her some customer service training or put her somewhere else. I hate leaving this rating because I have had good experiences on my previous 8 - 10 visits. read more

Unfortunately I had a terrible experience with the leadership at this apple store. I spoke with Rachel, the team leader, and was treated very poorly. I asked that she make an exception to keep my computer for an update, considering my previous terrible experience with Apple. I have now spent well over three hours in the apple store when I was told I could leave my computer originally. I was also told the update would only take 20 minutes when it actually took well over 45 minutes. I am OK with the time spent, but Rachel treated me as if I was not of value. Rachel needs assistance in communication skills and addressing others. She was very condescending in the way she spoke to me and that is NOT a trait I would want in one of my leaders. I felt her staff member Brandy had far better communication and customer service skills thank Rachel. I will not be back again to Apple for assistance or to purchase products. read more

Checked in 40 minutes ago for an "appointment" to exchange a recalled adapter kit, still waiting...what the heck, apparently the staff that are standing around have a level of genius beyond this task.. or perhaps Apple doesn't understand the word "appointment" as walk ins are being taken care of first. read more

Just left the store empty-handed. Had cracked iphone 6 case. We were told we had to wait 60-90 minutes for a technician. We waited 45 minutes and left. Many people who walked in were helped for sales and lots of employees in green shirts checking their phones. Poor customer service. Reno store's loss. I'll get my phone fixed and a new Apple watch at my Bay Area store that cares about customer service. read more

Horrible. Very crowded, understaffed. Reno needs more stores or Apple needs to hire more people. I think it's fair to say that they have the money. Some of the staff members also need to be taught not to be condescending to customers. No you are not God's gift to mankind. And yes we know about technology too but need help when your product isn't working. And at least if you give us a miserly 10 minute appointment which takes a week to schedule can you honor the appointment? Meaning if it's at 9am it doesn't mean it's at 11. Half the staff at this joint are rude and arrogant. The other half are good. read more

Worst place ever if I could give them a 0 stars I would. I went in on 8/20/17 and saw that it was really busy so I waited to see if someone would acknowledge me while I waited but nothing. I had to ask 3 different employees to point me to the right person who could help me. After speaking with the employee I made an appointment to go in 8/21/17 at 5pm when I called to confirm my appointment they didn't have me scheduled in. Than they tried to push me back a whole 5 days that's ridiculous. That not how you treat customers. read more

I had an appointment today. I showed up 15 minutes early, knowing it can be quite hectic in the apple store. I had previously been to a store in Oregon and knew what to expect. This store was very different. I had someone greet me when I walked in and asked me my issue. I was then sent to another person who, again, asked me my issue. That person then had me sit and wait for another person to tell them my issue. That other person then had me wait for a technician who could actually help me who I told my problem once again. Because the problem wasn't visible at the time of my appointment, she said there was nothing they could do. Why I needed to talk to 4 different people, I do not know. It was frustrating. Anyways. Everyone was nice, but nice doesn't fix issues with my phone. read more

a little off the beaten track, and in a brand-new suburban sprawl center, but they had the power cord I needed ($79 - jeez) and the store was clean, and the employees nice. read more

Very nice group of people are working there and I like to buy from there I really recommend you to deal with them

I bought an iPad with the assurance that it would be compatible with my PCM via email, calendaring and contacts. Four months later and dozens of hours with their staff and I still have daily issues. Beware. They blame it on Microsoft now but they were sure before I bought the iPad! read more

Some of the most frustrating moments of my life have happened at this apple store. I remember almost half the employees every time I go in for a repair (which is the only time I go into the store). Every single person will give you a different answer. The worst part is I left my computer so that they could do some extensive tests to fix my battery problem. When I come back they say nothing is wrong with the computer and hand it back to me. When I start using it I discovered that the speakers are not crackling all the time if they are used at all. When I return to the store they say this is caused by liquid damage, and not their fault. I bring my computer in to have an issue fixed and instead I get it back with the same problems and new ones. Isn't that exactly what you want when you think about customer service? read more

Apple has failed me again! I made an appointment with the geniuses at the local Apple store to fix a problem with my phone after downloading the new software update. The new update drains the battery in less than 20 minutes. When I explained this to my local genius, Heidi, her go to answer was, "I need a new battery." After checking the health of my battery this was not the issue. I explained that I've been having this problem only after downloading the new update. Heidi's reply, "that's not possible, it's the battery." I tried asking her some more questions regarding the update and she asked me "to stop interrupting her." I've been to this Apple store many times and Heidi was by far the least helpful and rudest person I have ever encountered at Apple. I think my time with Apple products is done. Upon problem after problem with the updates and now the rude costumer service, I'm seeing Apple does not fix problems nor do their employees offer any solutions. read more

The manager of the Reno Apple Store named Blair went above and beyond to fix a problem we had earlier in the day. I applaud her and her grace. Customer service is the key to success, and Blair showed us exemplary service. Thank you!! read more

cool store, but poor customer service and exchange policy . I was told Apple product is guaranteed for year of purchase, but unfortunately I was told no when I tried to do an even exchange. read more

Absolute worst customer service possible. Something's got to give here. 25 sales people, 3 technicians it seems like.

Robert helped me this evening and he was very informative and helpful! Great service!

The store was very busy. Even so, we began our appointment on time. The staff was courteous and helpful. Robert was our technician and he quickly zeroed in on the SIMM card in the iPhone as the problem, He directed us to the Verizon store nearby where a technician fixed it. All around good experience. Thank you! read more