I have to rave about Phil today. He was helping me with my iphone that wasn't holding a charge. He was patient, funny, and managed to make me happy even though he told me that I will likely lose all of my messages the next time I have to see him. He went above and beyond and spent over an hour fixing my crazy little glitches all over. Thank you! read more

Possibly the rudest store experience I've ever had. Walked in to get a pair of airpod pros. Spoke to a man in a black shirt (assuming he was the manager??) and he told me he'd get somebody to assist me. He walked away and stood by the employee entrance door in the back of the store and texted on his phone for a few minutes and never returned. They had some type of class trip going on this day so some of the employees were working with the children. I asked one kid with a beard and piercings (who was not doing anything atm) if I could ask him a question. He pointed to the kids and said I'm working. Yes you are. And when I'm at work and some asks me a question I either assist them or tell them something along the lines of I'll be with you in a few moments. Are they for real at this store? You're making purchases on average of hundreds of dollars and the people working here act so disinterested. It's pretty atrocious. Never again at this location. If apple wasn't a borderline monopoly I'd never be dealing with there extremely overpriced slightly updated crap every year. read more

Brought in iPhone to replace shattered screen. Technician checked if it's possible, said no issues $130. After 1:30 waiting was told that the entire housing needs to be replaced as well. Such a BS!!! Since it costs 2x times to replace both. Replaced the screen my self, took 10 min. And $80. Would not recommend dealing with these clowns. read more

Grossly unorganized.They made me wait in line for a long time for nothing. They are supposed to be experts for Iphones since they sell them. They could not fix my Iphone X. read more

You can always forgive seasonal retail help for not being knowledgeable or helpful. But basic customer service? That's a general managment issue which seems to be trickling down from corporate and is fully evidenced at this location. Called and scheduled a battery replacement. You know, the one that is offered after greed and deceit was exposed. No problem. Bring it in and we will replace it same day. Did that. Ran a diagnostic. Less than two minutes of total customer service. Battery is "consumed." But we don't have it in stock so you will have to come back. And we can't replace the battery with a cracked screen. I said it's obviously a screen protector. (No case on phone.) I said you have outdated contact information in the system. Was told that the contact information in the system cannot be changed. Huh? Thanks for wasting my time with a trip to the "genius" bar and then being unable to update my information. Spoke to rep about running a diagnostic on a second phone to try and make up for my wasted trip and try to get parts ordered for both phones if needed. Was given a song and dance for three minutes about how busy they are and how that can't happen. I asked to see a manager. She spent three minutes with him. He came over. Customer service "lead" Dan C. Spent another three minutes saying how they need to help other customers. Apple staff spent ten minutes explaining that they are too busy to run a two minute diagnostic. Dan's solution, to wasting my time and booking a repair when a part was out of stock, was to go home and call customer service for them to run a remote diagnostic on the second phone. Apple obviously doesn't want to restitution for their battery/performance deceit, but they could not be any more blatant and inconsiderate. Time to join the the class action lawsuit! Thanks Apple! read more

Apple products are generally very good. This stores employees, not so much. They hire young inexperienced employees who have overly high opinions of themselves. Some come across as rude and slightly arrogant. Better not to waste your time and instead call the 800 number. read more

Don't go here if you can avoid it. It's not managed well, they just don't have a great staff, and ultimately the people are the only reason to go to an Apple Store rather than ordering stuff online. I've shopped here five times. Three times I was buying fairly straightforward, simple stuff so it went fairly easy, though 2/3 times the people who helped me were somewhat disengaged and not very friendly. Very different from my Apple Store experiences in Manhattan and other cities (LA and Boston). Many on the staff have an edge you just don't find in other Apple stores, an attitude that is sadly more typical of young employees in other SI Mall stores - it's just a job for them, and one they don't particularly care about. I blame the managers for this. Well-trained and motivated employees treat their customers well instinctively. Also this store is often crowded and wait times for employees are longer than average. This tells me the store is understaffed. The really bad experiences were the two times when I needed to buy a phone. First time: I'd lost my phone and needed a replacement. I asked if there was any way I could re-start my contract, as I was 20 months into it. I had upgraded my phone twice with about 3 or 4 months left on my contract and it hadn't been a problem. The employee, a middle aged man who had a scowl on his face and even saying "Hello" seemed like he was pulling his own teeth out, told me "No," very curtly. I asked what my options were so as not to have to pay full phone price and he shrugged his shoulders and shook his head, sort of as if to say "You're screwed, don't look at me." Finally I insisted he ask a manager (which turned out to be a more senior employee) who said, Yes, I could restart my contract. Nasty as he was, now he seemed outwardly angry at being proved wrong. He didn't speak to me for the rest of the process except to ask for my info so he could sign me up. Basically, he was awful. Afterward I complained to the store manager by email, telling him what had happened and the manager apologized and told me he'd take care of it. Next time I visited, the employee was still there, and when he was referred to me I declined and asked for someone else. The person dispatching the salespeople didn't ask me why. Wouldn't he be curious? No, of course not. People at this store don't care, they just want to get you in and out. ...Which turned out to be a much bigger issue several years later when I went in for an upgrade. I'd stopped going to this store but really needed a new phone (mine was being buggy and had a cracked screen) and didn't feel like waiting til the next day to go to Manhattan. It had been a while so I assumed things had changed. Oops. Also it was a tuesday evening and I figured the store would be uncrowded and so I would get better than usual service. Huge mistake. The first person who helped me was very friendly but rushed the process. A lot had changed in terms of contracts and such over the past 2 years and I needed some explaining and he didn't seem to have the time or inclination. We were still more than an hour from closing, he could have spared it, but I realized soon after that he was late for a break so he handed me off to another employee. She was very nice as well but seemed unable to help me with a special request - I needed to remove my girlfriend's number from my account so she could have her own account for business purposes. The woman was obviously struggling with this but seemed oddly reluctant to ask for help from another, more experienced employee or manager. Finally, after filling out the same online form four times, I suggested she do so, to save us both some time, but she shrugged me off, and seemed nervous, as if she would be penalized somehow. Again, a failure of management. Why are the employees worried about asking for help? Finally, with 20 minutes til closing, she told me it would be easier if I went downstairs to the Verizon store to make the switch. Frustrated and more than ready to leave, I did as I was told. Little did I know it wasn't an "official" Verizon store, but a scammy "authorized retailer" so they gave me another huge runaround. With no resolution, I ran back to Apple for help and while the manager was super-apologetic (again), he really couldn't help me. They were literally locking the door so he told me to come back the next day. This time they took their time and I seemed to be okay, but ultimately they and the fake Verizon store really screwed up my account. It took a month and many hours on the phone to work this out. I gave up on having the store help me, as it meant another drive to the mall and multi-hour exercise in frustration. Bottom line: You will have a bad experience here, quite different from other Apple stores. The employees are either inexperienced, unfriendly, rushed or all three. Worst of all, there's a weird reluctance to admit they don't know what they're doing and this can cost you time and money. read more

This is my 4th time here to get my iPhone 6 working properly. After being here two times they gave me a "new phone" the "new phone" keeps freezing up. When j was here the third time it was a two and a half hour wait. They connected me with a "chat service person" I went home and did as the instructed. This time it is an hour and forty minute wait!!! I think this location need a new manager.... read more

Crowded, especially by a bunch of freeloaders who use the testers to play games, watch videos, facetime, send messages, and check emails. No thanks! I'd rather shop on Apple's website. read more

I had a set appointment time and I was 10 minutes early. I waited a good 15 minutes before being helped but once I was helped they were professional, attentive and fixed my phone without an issue. Today I'm happier than yesterday. read more

I have a few apple products but coming to this store is usually a hit or miss, recently becoming more a miss. Ever since Apple has becoming the "it" gadget of the 21 century, I've noticed that quality service can be hard to come by, even if you can afford it. I came here two nights in a row trying to buy an iphone. First time, they said they do not accept orders. We were right before 9 pm, but I thought, ok I understand there is an overwhelming demand, especially during the holidays. However service was very scattered and seemed like everyone was having more of chitchat than actually helping out people who knew what they want. Today my dad already reserved it for 6-8pm and when the sales guy came over, he wanted id, and said my dad was not account holder. Ridiculous, because half of my family has iphones and two of them are definitely not account holders. He probably could have overlooked it but he was being a d$$%##$$, so my poor dad and I went all the way to the mall for nothing after working all day. You'd think that the salesperson would be more willing to go the extra mile for a customer who already willing to spend money. Seriously no apology from the star armed tattooed salesguy. Thank you Apple, for your million rules and uppity salespeople. I've received BETTER ATTENTIVE service from cheaper places than you. You've really made a lifetime customer out of me. read more

I have an apple Iphone and many ipods and mac products and everytime I've had a problem with anything the workers are very helpful and usually resolve every problem I have. read more

I have been to many Apple Stores before i have purchased several MacBooks (and macbook pro) laptops before, i also have an iPhone 4s. I am now waiting for a replacement iPhone 4S as part of an apple care claim. I have been here for 45 minutes and no one has noticed me just standing here waiting for help. I have asked 2 associates for help and they are more concerned with selling new customers than keeping the old ones. There are 3 employees doing nothing but greeting individuals, and several are just texting on their own iPhones. If it wasnt for the holiday I would wait for a replacement by UPS. read more

The staff is usually knowledgeable but there's no reason to buy anything here because there's never any sales and everything is always full list price. You could always do better shopping elsewhere. read more

Went here yesterday after there were multiple incorrect attempts to put a glass screen protector on my phone. Cellairis (at several different locations) could not put one on without leaving huge bubbles on the side and blamed it on my phone being "curved"/"bent". Apple said there were no curves or bends in my phone and put on Belkin screen protector with a machine, which left it looking the way it's supposed to. Robert (mgr) and Vin were very helpful. Thank you! read more

This store was really helpful when I was choosing an IPod. If I hadn't had a chance to play with them there, I would have bought the wrong one. read more

Had a 12:00 appointment and despite it being crowded and busy was seen exactly at 12. AJ was extremely helpful and cool, explained to me a variety of different reasons why my mac wasn't charging along with all of my options to fix it. Took my laptop to the back to reset some hardware and came back 10 mins later with laptop working fine and didn't have to pay anything! Will definitely use this Apple Store in the future if I have any issues. read more

I'm not one to review places. But the HORRENDOUS customer service and supremely snotty attitude shown to me by every employee in this Apple store led me here. I'm not even an "Apple" guy, I go through Verizon. But my iPod Classic recently crapped out (under two years, brand new out of box) and I wanted to see how they could help me after dropping $250 for this thing about 8 months before they pulled it off the market. Regardless, it took THREE trips to get any kind of help. First time to this zoo of a store the "genius" I got (they should REALLY do away with that term for these people) seemed overwhelmed and clueless. Second trip, to put it politely an older member of their team took one look at it, then promptly directed me to one of their laptops and showed me Craigslist and eBay listings for a new one. ARE. YOU. KIDDING. ME? This is what they pay you for, to show me ELSEWHERE to shop? Finally, on the third trip there, I got someone that was helpful to a certain extent. Oh, I was forced to wait for almost an hour until they decided to realize I exist. But they found me. Oh, and only after I made a smart ass comment about customer service to one of their "geniuses". So what does the THIRD GUY tell me to do? CALL APPLE CARE. There's nothing we can do. Wow. Really? After all of this, this is your top notch customer service solution? To direct me out of your store and call your corporate office? Granted, the guy did some research and got me info I needed, but I shouldn't have to go THIS FAR for a resolution to a rather simple problem. And you can bet I called Apple Care, they actually solved my problem and I am currently in the process of getting this replaced. But only after taking 3 hours out of my life that could of been spent with my family that 15 minutes with Apple Care took care of. So. After all of that, if you are an Apple person and genuinely like their products, I'm sure you might like this place, they have everything you need. But if you value customer service and being treated like a human and not some jerk with a cell phone, laptop or tablet, DO NOT SHOP HERE. read more

I bought a new iPhone & had issues with it right away. The touch screen kept freezing up on me. I went to the Apple store in the Staten Island Mall & they stalled, thinking of numerous reasons why I couldn't get an even exchange. First they said I had 14 days to make exchanges, but I was a day late. They said the activation date counts as day 1. So, if the phone was activated on Dec. 1st, I only had until the 14th to exchange it, not the 15th. Total bullcrap so I spoke to a manager. He told his employee to let me get the exchange. Then the employee says he can't exchange it; he has to return it and I have to re-buy it. He told me to call my phone plan provider (Verizon) because they'll charge me for 2 plans since I was "a day late returning it." I called Verizon and they said no they wouldn't. They would cancel the first plan and go with the new one. On top of that, they'll credit any fees for a "late" return. So I want to let the employee know, but he's already off speaking to a female employee. By the time I get to their table, she's telling me they physically can't return it. The system won't allow them to and they can't override it. I asked for the manager & she said she is the manager. So I asked to speak with the 1st male manager I spoke to a few minutes ago. He agreed with them. They're acting as if $$ is coming from their pockets & wouldn't let me take back a faulty phone. They said a technician could look to diagnose any hardware problems. I let them know a new phone shouldn't have any issues. I went to another store in the city and had NO problem. read more