Outstanding customer service. Panicked and under severe time constraints, I brought in my damaged laptop after standard business hours and it was repaired and ready for pickup by 11am the following day. Only one staff member struck me as a bit too lax about an issue that lingered after repair (solved by a simple adjustment of monitor settings), but the understanding and professionalism of the others more than made up for it. In terms of layout and aesthetic, the general sameness of Apple Stores can be a bit dull, but in this case the similarities were kind of comforting. read more

'Three stars' is an average of '5' for service in the store and '1' for the effort needed to make an appointment to have a battery replaced on my phone and the way in which I was treated in getting things set up. One Star: I rang Apple Trinity on 9 May and after dealing with a robot, who seemed rather dim, eventually got through to someone in the Philippines. This person was quite helpful and tried to phone the store. Eventually, he made an appointment for me on 14 May and said that he would confirm it by email. How he was going to do this as he did not ask for me email address remains a mystery. Having had no confirmation, I rang again later that day and was told that someone would ring to discuss my request for a new battery. In the morning of 10 May, I was called by a young lady who was extremely unhelpful and when she heard that my phone was a 6S (old, but fine for what I want) she was almost sarcastic and rather rude. She told me that they would probably not have the battery in stock, might not be able to get one on any reasonable timescale, and that there was a high chance of the phone being damaged when they tried to replace the battery. Her customer service skills were zero and clearly was only interested in selling me a new device. I tried to explain that I was elderly and it was not easy for me to get to the store so I wanted some assurance that my trip would be worthwhile. In total, the calls took around 42 minutes - too long to set up an appointment. I was really fed up and spent more time seeing if some no-Apple provider could do the work. The only plus about contacting Apple is that while you wait to speak with someone in the Philippines you have a choice of what music to listen to - popular, classical or jazz - a great feature! Five Star: I turned up for my appointment at 1700 on 14 May with great trepidation expecting to encounter a service style similar to what I had already been exposed to. Things could not have been more different! I was dealt with by Rick who could not have been more helpful and the battery (they were in fact in stock, counter to what I had been told) could have been fitted then and there had I not had another appointment (and forgotten my Apple password). I came back the following day and again was treated well and the battery was fitted without difficulty. So my 'in store' experience was good, though I would suggest that there is some sort of 'check-in' desk set up as at present you walk around looking lost until someone in a green T-shirt takes pity on you!! All rather haphazard. read more

So let's face it, it's an Apple Store. Which from a store point of view means 2 things. ONE ... Everything is the same with the products, with the way that the products are sold and with the general feel of the place. TWO ... The only real difference from one to the next are the staff serving you, and the overall architectural feel of the building. With regards 1, it's as brilliant as you've expected an Apple Store to be, it's light and airy and full of tech goodness; now yes, I'm somewhat of an Apple fanboy, but having got an iPad and an iPhone and a powerbook, I go into the Apple Store for the third party kit - and in this it hardly ever fails to deliver something to coo at. With regards 2, it's in Trinity and it's lovely and new and chances are will stay looking that way for some time - though you can't help think that there are probably better places in Leeds to have put the new Apple Store, places that fit more in line with the 'differentness' of the Stores on 5th avenue, regent street, the place in Berlin from last weeks keynote... it's like these places got grand stages to display some lovely tech kit, we got a glorified prefab. In terms of people, I've had the pleasure of dealing with a number of them now, and I can honestly say that they're the most unhelpful, most unsmiling, most pedestrian looking group of Apple employees who I've ever met and spoken to. And it's a bit of a shame. But maybe the Hollister store next door snapped up all the lovely people before Apple could get their hiring done. Average store, great tech, poor staff... shame really. read more

Its the usual standard shop layout from apple with lots of the latest toys to try before you buy which is always great however the staff at this new store seem more like smug know it all's than geniuses. My conversation basically went like this Hi My phone's home button is temperamental can I get it fixed, this is the point the smug git decided I needed a lesson in how complicated the phone is and all about why the full screen needs replacing, he went on for roughly a lifetime in my head and probably five mins in the real world, so after waffling on and on about how hard it would be I decided to cut him short and simply ask how much it will be to do the fix, at which point he started saying the same diatribe again and in all honesty my phones button not operating every now and then was far less annoying than this prattling idiot so I walked away. Now its probably me but when I go in to get something fixed I don't need to know what a big job it will be I just want a price but if you tell someone they are a Genius, in any field, maybe they then feel the need to justify the title. read more

The store has really dropped in my estimation. Has been nearly 5 months since I first went in with problems with my iPhone and still not fixed. Every time there seems to be a new excuse, maybe they just use a big book of excuses to hide the fact they aren't really that qualified enough to fix problems. The next thing is the so called manager of the store. I was told by a member of staff that if I couldn't book an appointment online to send them an email an they'd sort one out for me. After getting no reply I emailed again a few days later for a response. I finally got one this time from the manager who just seemed rude and had a really bad attitude. Clearly he doesn't care about customer satisfaction. So after months of trying to get to see someone at the store to fix my phone it's still not fixed. To save time and hassle if you want your phone fixed it's maybe easier or quicker to phone apple themselves. Which is the next attempt I'll be making in this long and frustrating attempt in getting my iPhone fixed. read more

Without doubt the worst customer service I have ever encountered. Rude, smug staff who have little interest in helping you. The girl who served me looked so bored during the appointment I was forced to make just have someone look at my phone I thought she might fall asleep. Aloof, elitist, unhelpful, snobbish, patronising, superior and all round rubbish in every possible way. read more

2nd visit to the store in 4 months, all i can say is absolutely disgraceful for such a big company. My main concern is the staff and above all the manager Mark Lyons whom i had to speak to regarding a issue with my iPhone 5. The gentlemen whom doesn't speak the best english in the world, ultimately denies me attending the store on a previous occasion and highlighting the problem when my device was under warranty. As out of warranty now recommended me to pay for a replacement! I was able to bring to his attention the time and date when i attended, in addition to describing the member of staff i dealt with, they were able to establish my device was reset on that date, also have a snap shot of the calendar entry on the phone made by the genius bar, and best off all i used my debit card to purchase a charger yet this so called manager would not accept i had attended the store! Highly unprofessional in my opinion and not customer orientated at all. I am taking the matter further but would advise people to refrain from this store where possible due to the lack of understanding of this so called individual. Strange how i asked him to put it in writing that i haven't had my device looked at there previously, he refused to do that! Mr Lyons if u read this, i have a position available for a cleaner in my business, however need not apply with your people skills if u were ever unemployed. read more

Rude staff, probably nice as pie if you want to buy something though, if your apple product is broken don't expect a repair, advice or any sort of customer service. Avoid, unless you want some smarmy prat preaching at you. read more

I visited store today to try and resolve an issue with changing a password on the mail icon on an ipad. the spotty faced you who I spoke to was less use than a chocolate condom and didn't try to help at all and kept saying I would have to contact my email supplier or the apple help desk. I had mad a special train journey in the hope that I would get help so I was a tad annoyed. when I got home I looked up on line how to fix the problem and managed to sort it eventually myself. There is not a no star option for this review. read more

Really terrible service - tried repeatedly to book Genius Bar appt. online as speakers suddenly failed on my iPhone (can't take calls, etc.), absolutely nothing available whenever I looked, so took phone in. Store was not particularly busy as it was first thing in the morning on a Saturday, but staff would do nothing to help, 'could not see me without appointment'. When I complained, the manager came over and tried to show me how I should book a Genius Bar appointment online, when he couldn't book one because none are available, he told me that appointments are released on a 'seven day rolling basis'. Great, I only live eighty miles away, I'll just sit and wait by the computer - maybe one day I'll be one of the lucky ones who gets a golden ticket to get my very expensive and unsatisfactory product fixed! The manager actually told me the reason they couldn't see me was because the store was new and all staff were busy selling products. As a long (and I do mean long) time, loyal customer of Apple, I am aware I pay a premium for their products but expect the aftercare to be second to none. Big mistake, Apple Trinity. Huge. Look after your existing customers and and we will keep coming back for new products. Treat us like we're an irritation and we might not stop buying Apple, but we'll certainly shop for it elsewhere. read more

Bought a new Macbook Pro 6 weeks ago after my last one died. After only 6 weeks this one has a problem with the display. Travelled all way to Leeds to visit the Apple store to see what they could do with it. The guy that served me suggested that he would have to speak to someone else to help me book an appointment to speak to some about the laptop. He there started to log me in to the Apple web site to book an appointment before walking off to serve someone else that wanted to BUY something. Upon getting his attention again he suggested I could have an appointment in a weeks time! I paid over £1500 for this laptop and the service I get is 'come back in a week'. You may pay a premium price for a Mac but you do not get a premium service and certainly not in the Leeds branch, unless of course you want to buy something! read more

I have been a few times for repairs- each time the outcome is to blame me for the damage and needing to pay for stuff that should be covered by warranty. Stuff are dismissive and verging on rude read more

Walked into the store to fix my trackpad on my laptop. Was greeted by a man named Elliot who I explained my issue to and he instructed me to sit down and wait and that shortly I will be seen. After 45 minutes of waiting I try to get the attention of other staff in the store who told me I must find the guy who checked me in. When I did he was serving somebody and so I went up to him and naturally he told me to hold on as he finished up. He then proceeded to help three other customers with no care for the fact that I was still standing there waiting. In which I explain my situation to another staff member who tells me that for what I need done I would of had to make an appointment anyway and that Elliot shouldn't of told me to sit down and wait in the first place. So simply I wasted nearly an hour and a half sitting in an Apple Store because some moron at this Apple Store doesn't know how to do his job. Not impressed. read more

What a fantastic service, quick appointment given and good fast service presented from Apple technician fixing my MacPro.. Thanks alot

I usually enjoy a trip to the Apple store, for geeky browsing and such like, but my visit to Leeds' own was just a quickie. (Leeds had arrived, folks. We have an official store!) As such, I'd hoped to merely nip in and out, beig as all I wanted was a set of headphones. Turns out, it's not possible to just nip in. I had to scout a member of staff, all of whom were busying with folks and explaining all kinds of technical wizardry. Finally a staff member was able to help me out, and all I wanted was to pay. (No pay stations, naturally.) This involves several more questions before one can purchase and be done. In fairness, that's totally fine of you've time and interest, but I had to be off and out so it was a tad inconvenient. However, the girl that served me was lovely, so happy days for that! All in all, great if you need a geeky appointment, advice, and so on. Perhaps not so much if you want a quick trip. read more

Hopeless service . Unhelpful and condescending member of staff . Probably different attitude if he had been hoping to sell me something but totally disinterested in helping to sort out a technical issue with a laptop. Basically told me it was up to me to sort out an appointment for someone to look at it using the on line "genius bar" . But seems that there are no geniuses on site in Leeds . Tried to book it to the service department in Leeds to be told - "No appointments available" . So, a trip to Manchester or Sheffield . If you're thinking of buying an Apple product from the Leeds think carefully - probably safer to buy it from another store with at least some idea of customer service . read more