I'm torn in this review because I experienced both the same great customer service experience I've come to expect from Apple, along with the worst retail experience I can remember in any Apple location. I originally visited the store to get a repair for my iPhone, which had been experiencing issues for the past week. After a very gracious and helpful tech resolved my issue with a replacement phone I went over to the Apple TV display to look at purchasing one of the newer units. There was an employee sitting with a customer a few feet from the display who greeted me with a very curt "I'm helping this man so I can't have you messing around with that!" and turned back to whatever he was doing. I was taken aback because this was far below the standard of customer service I've come to expect from apple in my 10 years as a customer and was quite jarring. Needless to say I did not end up buying a unit and I'll be contacting the store again about the rude manner of this employee. read more

Be aware, when they take your order over apple.com, make sure they complete everything. I just tried to pick up a computer ordered by one of their associates, and since my name was not on the order, they refused to give me the computer. Even though I had all the documentation. The manager of the South Shore store did have any empathy of my situation and said their wasn't anything he could do. Very frustrated. read more

This was the worst experience I have ever had with any store. I went into the store for a screen repair where I was told there was an hour wait to even speak to a technician but I accepted and put my name down for an appointment an hour later. After a hour I went to the store and said that it has been exactly an hour and never received a text message that I was ready to be seen. The employee at the front of the store told me that her iPad said it will be another 20 minutes and I will receive the text to come back. After an additional 45 minutes I went back to the store saying it's been almost 2 hours and I am growing impatient. A guy assisted me and told me that they could do it now and that the other person put me on a stand by list instead of reserving an appointment for me. He said she should have told me that. I then saw with a technician who was very helpful and great and said he'd do his best to get my phone back to me in an hour. I went back got my phone and when I got home I realized 3 letters on my keyboard aren't working, the screen has been pressing buttons on its own and swiping without me touching it. Now I can barely open my phone and I have to use talk to text to send every text message. Additionally now the battery life is draining 10 times faster than normal. I went in for a shattered screen and the damage they created is FAR WORSE!!!! read more

It's completely insane that anyone would rate this store less than 5 stars. I've been coming here for many years and I have had excellent customer service. I've never had an issue they did not fix cheerfully. And if at any time they think that the issue might, just might be their product, they replace it. It's one of the best stores for customer service I have ever been to. My only conclusion is that the 1 and 2 star reviews are Apple-haters. The Genius Bar is excellent and the quality of training for everyone working there just continues to get even better. When you buy an Apple product, you get a full-service tech staff. How is that not awesome? read more

I enjoy this store so much. When my boyfriend went to buy me my iPhone, he forgot his id and the staff was friendly enough to waive it. This store gets really crowded but I think the staff dies an excellent job of attending to everyone and keeping things orderly. read more

Waiting over 45 min to pay for something on a Thursday night. All I need is for someone to ring me up. 3 employees hanging out in a corner taking about apple products..I'm assuming. Guy in the front said to wait for my name to be called..again to pay for something I already asked for. read more

I've always heard negative responses about the "genius bar" but my experiences were always phenomenal. When the iPod touch came out a few years ago, I bought one there and it was a pretty cut and dried interaction. But! 2 years later, the touch got touchy and it refused to work. I made an appt with the concierge service online before i went in (I think this is the most favored approach) and got there just in time for my time slot. The "genius" took one look at it and said it was dead...GASP...no!!! Hours of music just vanished! Then he whips out a new one and said, "Enjoy"! Whoa! Who gets anything free anymore? Not only was it free but it was the next generation! So ecstatic, I was.... And now we move forward to today--- I was in a bit of an accident the other morning, a fresh made smoothie and items in my purse were everywhere. iPhone found and it worked, right? Wrong? A day later, alarm is buzzing but can't see the screen. Plug in my headphones, I can hear the music but I can't see the screen. Someone calls, but yet I can't answer because...I can't see the screen. Hightail it to Apple and voila, Mark takes it in the back, checks it out and bam! Can't load anything. No reset, nothing. He comes back out to tell me the bad news, empty handed of course and I'm disappointed, until he said he would replace it! A brand new one, for free!! Who gets anything free anymore? Apparently, I do and I gave him a hug to thank him! Love this store! read more

While this store is not as large as some of the other Apple stores in the area it still is a good place to visit. The tech we saw knew his stuff and helped us get what we needed in a timely manner. I wish the plaza would put up better signage to get you to the Apple store (especially with the parking lots as the plaza doesn't seem to have A/C in the summer month while the individual stores do. The plaze is so large they need to put up better signage. I took a star off for this although I doubt this is the Apple Store's fault. read more

I don't normally complain about businesses especially the Apple store because I love the customer service there. I usually go to the Hingham Apple Store in derby they are wonderful. Well because of corona things have changed and I bought a new phone. And had to come to this store. I didn't walk away with my new phone because of some issues with primary account holders and bla bla bla. Well I fixed all the issues the Apple store employee told me to do and I did them right in front of her. She told me to walk away for 10 mins To have things transfer over. When I went back over She started to raise her voice at me which I did not appreciate. When I started to ask questions and she told me to bad I didn't except to walk out of there sobbing. Well when I got home it turns out I had to call my phone company. well turns out the employee at the Apple just didn't know what she was telling me. I'm very embarrassed that I walked out sobbing because of This girls rude attitude. And I don't feel I was treated right I just spent 1000 dollars on a phone that I couldn't get handed to me. read more

Pros: helped me get a temporary laptop and the people were very nice. Cons: they were extremely late for appointments. Each time I tried to set up an appointment over the phone it took at least 30 minutes. Each of the 3 appointments took at least 1hr and 20 mind. 2 of them took over 2 hours. They told me that they could transfer over the data from my laptop to another and after I purchased the extremely over priced hard drive and then, they told me I would have to go elsewhere to figure it out. P. S. Go to best buy, they are super helpful read more

Estimated 1.5 hour wait, ended up being 3.5 hour wait and by the time a tech was available, it was too late for them to do anything. Their Manager Casey had such foul, unapologetic and condescending attitude. I felt like I was shopping at Walmart even though people are paying $800-1000 for a phone. Turns out they cancelled my appointment because they took down the wrong phone number. They should replace people like Casey with more technician or genius. read more

Ugh..Apple. My kids have an IPad Mini just over a year old. The screen cracked (surprised it lasted this long before cracking actually) and I went to see about a repair. Although both employees I spoke to were very polite, they both told me that IPad screens could not be repaired because of the way they were attached and that I would just have to buy a new one. I wasn't about to buy a new one. The next day my husband took it to a local repair shop where 24 hours later and half the cost of a new IPad, the screen was replaced and it works perfectly. Why would Apple tell me it was impossible to fix, when clearly it could be? The answer, money. All they want is your money. read more

Bad experience went to exchange a charging case then was replaced with a brand new one that didn't work either ... the employees seemed like they just was rushing the process and didn't even want to be there .... Used to be fun going there .. no life in apple stores anymore ... read more

We're Apple people, have a Macbook, G4, 3 iPhones, and probably 5 iPods (various versions, some dead, some working) between the 2 of us. We usually buy the applecare and we end up here occasionally. My Macbook turned out to be kind of a dud, and the phone support and in-store support have been GREAT. I have had really great service from the Genius Bar folks at this store in the four years that I've had this thing. Really, the trick is to be on time and pleasant, and they'll do almost anything for you. [BTW: if you're one of those dicks that can't bother to make an appt online, and decide to butt in during MY appt, I will be sure to let you know how I feel. It is so easy to get an appt, usually as you're heading out the door and on your way to the store.] minus 1 star regarding the iPhones: when the 3GS came out, we both wanted to upgrade. The little sign next to the iPhones said "we're experts on the AT&T plans, too". BUT, when I had questions about the service plans, the saleswoman said "we don't really deal with that." To which I replied, "but the sign says you're experts." She found someone to help us, but it just felt like she didn't care and if I hadn't insisted, we might not have gotten our questions answered. Summary: Genius Bar = awesome; sales reps = sometimes awesome read more

I initially went into Apple to replace my battery, when they said that they sold out of the batteries for my iPhone 6s. So, they ordered a new one and told me I would have to wait about a 2 weeks or so. I never got an email or a phone call telling me the battery arrives at the store. 3 weeks later, I called Apple to confirm whether my battery was ready or not. They told me that I had passed the deadline day to fix my battery when I never received news that my battery arrived at the store. And when I did go in to get it fixed, they took 2 hours to fix so I had go home and come back to pick it up. When I picked it up, I had found they broke my volume button. And when I asked them to fix it they told me it would cost me $299 to replace the phone. Also, my friend who went to get a crack across the screen fixed, he came back with the ENTIRE screen shattered. I'd rather get my phone fixed at a mobile store than at the Apple store. If you anyone needs their screen fixed or have little problems go to Solution Mobile in Ashmont. Affordable and great service. Sad how an Apple store can't fix their own company's products. read more

These folks hooked it up for me. My computer had crashed right before I was going to present and the file was only on this computer. They squeezed me in and hooked it up right away. Thank you Braintree Apple peeps. I appreciate it. :D read more

I made an appointment online to have my ipad touch repaired. I arrived 10 minutes early and registered that I was there waiting. I then waited for half an hour and no one came to help me. When I inquired I was told there were 5 people in front of me. Why make an appointment if this is how it is handled ??? I left. read more

This apple store has great service and the workers are soknowledgeable! I have had huge issues in regards to transparency and apple products but the employees here are honest and caring!!!! read more

This apple store is fabulous. I had a technician named CJ. He figured out what was wrong and then proceeded to fix. He was great. I can't thank him enough Really professional! read more

I've been here twice for issues with my iPhone X and I've had great experiences each time. Even when they weren't able to fix my most recent issue everyone I worked with was super helpful and nice and took the time to explain my options even though they were very busy. Will be shopping here for all my Apple products! read more

Bad customer service... I had an appointment, he F*ed up my phone, I returned an hour later after the transfer didn't work, was told I was a "walk in" and had to wait an hour to see someone. I told them I was leaving to get dinner since I had already spent an hour there the first time. I returned 45 minutes later and was told that they already called my name and that no one would see me that night. The manager did nothing but shake his head and shrug his shoulders..... I am now still stuck on the phone with apple support (on my boyfriends phone because I am completely unable to use my $600 phone). Apple Genius my a**. Learn how to deal with customers. read more

After two years nothing has changed, actually probably got worse. Too many of the workers there are somber with sad faces. Ask too many questions, and the "customer is the enemy" attitude comes out along with an aggression in their voice and body language. Sort of like an animal showing their teeth. This store is very busy with a constant flow of people coming in. The workers must feel everybody is coming in with problems with their Apple devices, and they're sick of hearing it and dealing with it. But the Boston store also has a constant flow of people from all over the world. It's always packed when I'm in there, and loud. I hear many customers struggling to express themselves in English, but the vast majority of the Boston workers are engaged, patient, and enthusiastic. What went wrong with the Braintree store?? read more

The store is always packed. No surprise here. But I was impressed with the one to one service to purchase the iPhone. Then the service breaks down there. For setup, it's too much. The ratio of customers to apple employees is a little too high for my taste, that's all. Need more employees. read more

Came in today to buy a new iPad for school walked around for 20 minutes and wasn't even acknowledged there was literally 20 people working not even exaggerating ..I wasn't sure if I was supposed to ask someone to get me the item I wanted or what. I had a couple questions about which iPad was best but left because I was beyond annoyed 0/10 on customer service. read more

We went to the Apple store in Braintree Mall yesterday to get my daughter Raquels iphone 6 plus repaired that was a little bent and she had her phone almost one year. The Apple Genius employee that we were speaking with at the store said, there is a test called a Visual Mechanical Inspection that the device will have to pass," the Apple representative told me "If it is within the guidelines, they will be abel to cover it. If not, the replacement would be paid." NOT! $329. for a used replacement iphone 6 plus. It turns out that this thing made out of thin pieces of aluminum that will bend under enough little force. Who'd have thought it? But fortunately for those who are experiencing the well-documented "Bendgate" issue with a new iPhone 6 and 6 Plus, Apple is not ignoring the problem: The company will replace devices under warranty so long as they pass a visual inspection. Raquel and I did not know this was a problem with this type of phone and Apple will not tell you of a known problem,but still will make and sell the phone with a poor design. She only paid $700 dollars for it and still paying it off. It's great to see that Apple is ignoring this problem, but it would seem that there isn't a great deal the company can do to eliminate it at this point. A device that is thin made out of aluminum is going to bend under enough little pressure, and the only way Apple can prevent it is by altering the design to make it stronger -- which isn't going to happen now. *The poor phone design is how Apple makes extra money of repairs. Thank's Apple for the poor quality iphone and NOT backing up what you sell. read more

What a wonderful surprise. I had a dead MacBook Pro. Now I don't. Tim Dunn is the absolute best example of an Apple Genius Bar CSR. He was extremely personable, knowledgable, expedient, friendly, accommodating, and thoughtful. He brought all the experience and tools at his and Apple's disposal to ascertain, diagnose and remedy our situation in a timely and efficient manner. And he made the process a joy in the mean time. Very unusual in a very wonderful way. Tim is the best example of what other Genius personnel strive to be. I was reluctant to bring the MacBook to South Shore Apple at first as I have always gone to the Boylston Street, Boston shop; I simply thought I would get better service and more knowledgable staff there. I was wrong. read more

Dillon was awesome ...There was definitely a line and some waiting But he was very responsive and was able to get me in and out pretty quick just to pick up an apple TV read more

Worst Apple store experience. Apple website says to pre order the iPad Pro and I forgot the relajas date. I asked an associate and one knew the release date in the store. Apple website said there is an Apple Watch trade in for series 1 watches and the associate had no clue nor interested in finding out. Folks do not seem well informed here read more

I was storming out of this place by the end of the interaction with the employees here! I had a mini ipad stylus that can be attached to the headphone jack. However, earlier today, in the middle of my car ride, I had just noticed that the plastic tip has snapped off, leaving a portion of the tip inside the headphone jack. Since the Southshore Mall was on the way to our destination, we decided to stop by the Apple store to see if they are able to take the plastic piece out of the jack for us. Upon entering the store, we asked around to see if anybody can help us and we were directed to Steve, who was in charge of appointments for the Genius Bar. However, before I booked my appointment with Steve, I was explaining to Steve about the problem about the headphone jack. Without ANY sympathy or even looking at the ipad itself, he just flat out told us "it's broken. you'll need to replace it." I had to collect myself for a second from his response and asked "what? broken?" He then replied heartlessly, "Yea, there's nothing we can do about it. You'll need to replace it." Needless to say, I did not book an appointment and was about to storm out of the store. My mother was with me at the time and she went another employee (I believe his name was Todd). She forced me to explain my situation to him. He could clearly tell that I was frustrated and tried to explain to me that they are unable to look at my ipad at all until I have my appointment. I'm explained to him that I am not angry that they are refusing to look at my ipad without an appointment, but I was angry at how Steve, WITHOUT looking at my ipad, told me that it's broken and needs to be replace. How can he already tell that it's already broken? He hasn't even glanced at the ipad itself as the ipad was still in its cover. He clearly didn't want to help us.Todd then went to Steve to try to "understand the situation" and came back to explain that usually when something is stuck in the headphone jack, there's nothing that they can really do. It usually becomes a "defective product." Now, Yelpers, let's look at the definition of "defective" Defective (adj)-having a defect, fault; imperfect, faulty. Now, Todd ALSO has not looked at my ipad at all and has called the entire thing defective. However, my ipad is far from defective as it has been working perfectly and I can still listen to music; it just basically has a piece of plastic stuck in the headphone jack. It still works perfectly...which is the OPPOSITE of the definition of "defective." Again, he still refused to look at my ipad and said that if we want, we can still book an appointment with the "genius" (using that word loosely now) bar. For what? So I can come back to hear that I need to drop another $500 dollars on another ipad when the current one is working perfectly fine? No thank you! I left the store practically storming. Now, here's the kicker! Why was I so angry? The "little" detail that I had saved until now is that that piece of plastic was also sticking slightly outside of the ipad's headphone jack. You can actually feel a part of the plastic when you fun your finger over the headphone jack. That piece of plastic cannot be removed by bare hands, but can EASILY be removed by tweezers. We could have easily done out ourselves at our own home, but I only noticed this problem when I was already outside the house. I thought that it would have been convenient for the store to remove it as the store was on the way to my destination. Needless to say, as soon as I arrived to my friend's house, we borrowed a pair of tweezers and got it out in less than five minutes. It works perfectly fine (I've tested it with and without headphones). I can't believe that TWO employees refused to look at it and immediately plastered my ipad as "broken" and "defective." Their greed overtook their judgment and took us as fools...fools who are willing to pay 500 dollars to replace my "so-called-defective" ipad. No thank you! I'm never coming back again! read more

I'm agreeing Alexis's comments on this one. I've never had a great, leave-the-store-beaming experience after several trips to the store. The staff is most often extremely put out when approached. Very uneven. Yesterday no one even answered their phone. All day. Very frustrating, since I simply wanted to see if a product was in stock so I could upgrade my Iphone.. So I popped in on the way home - and after plugging in all my information in the Apple site, it says to go to your nearest Apple store and find the associate with the Orange shirt, and all the data will be easily accessed by him or her to finish the order. Well, I showed up here and the only thing Captain Attitude in the orange shirt said was "Do you have an Appointment?". I told him no but the website directed me to find him and he disappeared into the back never to be seen again. Another associate tried to help, again, she seemed nice but only because she saw I was pretty miffed that they 1) don't answer their own phone and 2) have attitude with upgrading customers. It's a clown school in there. Tons of staff that like to chat amongst themselves. Hingham is better. read more

My iPhone 4 recently started being wonky with regard to a bunch of things and I happened to be at the Burlington location so tried to get my phone assessed there but they had a long wait for appointments. The associate I spoke with very easily made an appointment at S. Shore though as it's close to home. I arrived on time and was greeted quickly and also seen not far past my appointment time but it ends there. While the person who helped me with my phone was efficient he spoke to me and behaved like he had WAY better things to do and totally rushed the procedure. While they did replace my phone with a new one, every time I had a question I was literally interrupting the guy from walking away! It was like I smelled bad or something and he needed to get away from me! The next experience was the next day. I'd gotten a special EMAIL ONLY offer from Micro Center Cambridge for $50 off an iPad 2, which is great as it basically kills the tax. MC had sold out its stock so my husband went back to the mall with a copy of the email and asked if they would price match. The manager repeatedly refused stating that it was "Apple Policy" to not price match EVER unless you could "prove" the discount from the authorized retailer. So despite having a print out of the email that clearly stated it was an "email subscriber only" special offer (ie. they weren't advertising it to anyone outside email), the manager insisted that "if it's not on their website we can't prove it and therefore can't match the price". Even more mind numbing is one of the Apple employees was right there the whole time and was telling the manager he had gotten the SAME EMAIL thus proving we weren't scamming, but it still wasn't enough. I know Apple doesn't need to discount to sell their stuff (& they never do...) but this was uncool especially with an Apple employee verifying the sale. I also know price matching really just depends on the manager you get but between the rushy "genius bar" rep the first day and this manager the second day, I will shop for Apple online or elsewhere, even though this is the closest store to me. ***Incidentally we ended up hitting the nearby Best Buy who happily price matched the sale - we got the iPad 2 PLUS a $35 screen guard for LESS than just the iPad at the Apple store.*** read more

Horrible service. Would never call on an Apple Store again. Felt completely insulted by the service tech.

Going to apple stores is not something I enjoy to do. I made the mistake of updating the data on my iPad. After doing so, I was no longer able to upload pictures in to my iPad with a device I had gotten for this purpose from groupon! I took my device, camera and iPad to Apple store. I was greeted right away and asked if I had an appointment? I explain why I was there, was told I had to come back in five days since that would be their next appointment. I told this store representative that I don't need an appointment but a device. He then pointed out to a wall with a million accessories and expected me to help myself. I reminded him that his job was to assist customers and I for one needed assistance. With much attitude he help me find the correct product. I can't believe in this day and age that jobs are so hard to come by and a store as large as Apple store would hire lazy employee as such. read more

I was there today after being sent from the hingham store because hingham was out of stock. The staff was helpful at first. But once is came time to set up my new phone, the employee who was suppose to be helping me as looking up stuff (non Apple related) online chatting with another customer. Pretty sure they were looking at men's watches. I finally had to interrupt him because I needed help setting up my phone. Because he was in such a rush to go back to chatting with the the other customer my phone was set up incorrectly. He told me it would take a while to get all my apps uploaded. My contacts did not get import due to something he did. I spent close to 2 hours on the phone with Apple support trying to fix it. Not impressed with the Braintree store. read more

This is a fabulous Apple Store. Everytime I've gone in I've left a happy customer. Last night was no different - I went to the store set on getting a new phone since my 4 year old 4s was finally on it's last legs. However, once I got there I couldn't decide on a 5s or 6...and then I couldn't decide on 16 or 64g. I was greeted by a guy named Bruce and poor guy, he was now stuck with "that" customer - me, the suddenly indecisive girl. He was so patient and walked me through the entire process (you'd have thought this was my first phone) and even compared what I could do on my phone to what he does on his to save memory, etc. All in all, great experience and excellent customer service. read more

The store manager (Mike) called me after taking the apple survey, made an appointment for me and brought me in ASAP to look at the phone. Turns out it wasn't an easy fix, so they switched out the phone read more

It was my first time there for tech support. As I arrived at my appointment, I walked directly to the Genius Bar. There was only 1 Tech there and he was helping someone else, so I waited. After 15 mins another female customer came. She waited too. After another 15 mins passed, the female customer could not wait and spoke up that she had an appointment, then the Tech started to help her. That was when I spoke up too. The Tech asked me if I checked in at the front door yet. I said no because there were no one at the door for me to check in and asked who should I check in with. He pointed to 3 guys who were talking to other customers and no one could tell that they were the ones that could help check customer in for tech support as they dressed the same with other customer service guys. So the Tech said he could not help me because he had to help the other 2 customers even though my appointment was before the female customer who came in after me. There was no sign at the front door saying that you have to check in for tech support first before going to Genius Bar. There was nothing online telling you so. And of course, there is no such thing as front desk at any apple store for you to check in. It was my first time coming in for tech support how could I know such thing about checking in if no one told me. I was sitting there for half an hour. During that time many employees waking in and out the Genius Bar, no one said hi to me, no one asked if I need help including the Tech. What such a terrible customer service! read more

Never had a problem witht his store. I actually went in here recently because the mouse on my macbook didn't seem to be working. The super nice "genius' found a way to go through a loophole to make it free. Gotta love that. read more

Scott at the Genius Bar? He is amazing, and just seems like a really nice guy. When someone else told me they couldn't fix a covered issue with my iPhone because my (unrelated) broken screen negated the warrenty, Scott stepped in and made the guy rightfully replace my phone. For free. read more

I do not recommend this Apple Store in the Boston area. If you need to get help they would need you to make appointments else they won't help. For appointments is at least aN hour. It is lack of services. read more