We purchased a new 21" iMac and brought our "old" Mac in to have the contents transferred. When we got it back we found that it did not have Word and Excel. When calling the store the Service Rep checked and found that the Office 2004 program had not been upgraded and that they would do it for $ 150 extra. This purchase including extended warranty etc was for about $ 1500 and they had the old machine two days and could have told us that they could not transfer Word and Excel. I asked to talk to the manager and was told that he was busy on the floor with customers. Reminded the Rep that I was a cistern and an unhappy one at that and that I would expect a call back within half an hour. So far two hours later: No call back by the manager. Told sales rep that next message would be to Better Business Bureau. Store's attitude is arrogant and non professional. read more

Terrible. Had an appointment, checked in, and took a seat. 30 minutes go by with not even a glance from an employee. I left. Clearly a bunch of amateurs working there. I'll take my business elsewhere. read more

It's alright. Something about it feels weird, though..I don't feel comfortable just browsing around this store. It's like an assembly line - if you're not there for a genius bar appointment it's almost like you shouldn't be there. The staff is friendly enough, but definitely not up to par with the other Apple stores I've been in. It serves it's purpose as the only Apple store within 45 minutes, but it's nothing speical. read more

I've been to my share of Apple stores, and this one was great. I made an appointment on-line, was checked in very quickly, and was talking to a Genius within 5 minutes of setting foot in the store. As always with Apple, the service was quick and professional, and, bonus, I had purchased an Apple peripheral from eBay that wasn't working correctly, and the Genius just replaced it for me. AppleCare FTW! read more

Excellent service once I got to a rep. I made an appt online and was seen about 10 minutes after my scheduled appointment. I arrived a half hour early. Anyway, my rep fixed my problem within one minute. Indeed, I was thrilled! Parking could be a problem during weekdays (metered). Fortunately, I was able to park right in front of the store on Sunday. read more

Came in this store with a host of tech issues and pretty much my entire apple arsenal of products. unfortunately one "genius" can't help you with all of your products, at one point I had 3 people surrounding me with assistance on each one. My MacBook pro only needed the ram to be inserted correctly (I had done it myself, but trying to not break anything, I hadn't put the ram in all the way)- they did this and then told me the 2009 MacBook pros were not going to be serviced any longer.. ummm its still an apple product, yes? why wouldn't it??! my ipad is a paper weight, but the tech ran me through the expensive options to just get a new ipad. The product specialist sold me 2 iphones and set them up with cases and screen protectors in 2 seconds flat. Overall not a terrible experience *except when I took out my ipod and they got a good chuckle at how OLD it was! It's not that old.. thanks geeks! nice store layout, large and buzzing, and on the fancy 'yale shops' strip.. probably full of other geniuses. read more

Great customer service! I went in with a problem with my iPhone (cracked screen) and they were nice enough to replace my phone since it was the first time anything has happened to it. The genius was very helpful and pleasant! I had a great experience and definitely plan on going back when i need any other apple products! read more

Is it just the New Haven store or are ALL Apple stores frustrating? It is incredible difficult to figure out how to get a Genius Bar appointment. I did, went in and paid for parking. I needed my cell phone battery replaced -- I would have to come back to pick up. I had another problem; they couldn't help with and told me to take a screen shot. The tech was polite and friendly. BUT, I came back to pick up the phone AND with the screen shot of the problem. Paid for parking again! The phone was ready, but I would have wait an hour to see a genius bar tech about the screen shot/problem because I was now viewed as a "walk in." Then when I went to find a case -- they were out of stock of most. Also learned that I couldn't pay for the case AND the repair on one charge. It had to be two transactions. While the employees are pleasant and knowledgeble, the systems are definitely not customer friendly. I had thought of buying an I-watch but the idea of having to deal with Apple is too much. read more

i will never use any of these products again!! i placed an order online with the apple store on 11.6.18. i have ordered many times from the online store without any problems. well, apple inc, so i have been told today, no longer requires a signature for delivery!!! it is now up to the customer to do that!! so once i received my order confirmation email i was supposed to just "know" that i was supposed to go back into my order and request that a signature be required upon delivery!!! are there instructions anywhere in the order process telling the customer this new requirement?? hell no!! so the brand new ipad i ordered was left on my doorstep in yesterday's 35 degree fahrenheit, cold as hell, damp weather even though apple's order tracking had it scheduled to be delivered today, 11/15/18. i am still fuming from talking to all the idiots who can't seem to get it into their tiny little minds that the cold as ice ipad has already been sent back using the prepaid fedex label sent to me by one of the many reps i have spoken to. no, they keep referring to the ups delivery!!! i am not paying for something that could possibly have been damaged by sitting out in that kind of weather because apple is soooooo big and toooo damned busy to put the changes for online orders on the customer page so a person can be sure that these costly items are not just left sitting outside in the cold in plain view of anyone who can see the package. i am not buying anything else from this greedy company ever again. they only value your money not the customer, not any more. read more

I had a bad day which included shattering my iPhone 6 screen so I made an appointment at this store to have it replaced. I was a few minutes early so sat at the table I was pointed to. There were many employees milling around at the front of the store but very few actually helping people. Three different people came over to tell me I was "next in line". Finally was seen 25 minutes after my appointment time! - the "genius" who assisted me was rude, changed my settings which wouldn't let me log in to disable "Find my iPhone". She kept telling me my password was wrong. After I changed my settings back, was able to log in with no problem (not easily done with having to repeatedly type over a shattered screen-thanks "genius") -after waiting the amount of time I was told and watching others come and go, the "genius" came over and asked me my last name. I watched her type in in quickly and incorrectly and she said "Not ready yet". When I told her she misspelled my name she said "Still not ready" while still typing followed by "Oh, there it is" when she finished typing. -she then proceeded to tell me she'd go get it but instead started talking to a co-worker and never quite made it to the door to go get my phone! -five minutes later I was approached by another woman carrying two phones. One had my name on the sticker, but when she removed it from its envelope and told me to "swipe to sign in" I informed her that wasn't my phone! She looked confused so just to reiterate I also told her I had no idea who those people were in the picture on the lock screen. She got all flustered, checked the other phone she had with her (still not mine) and went off disappearing behind the magic silver door. Five minutes later she came back laughing about the fact that two phones back there both had my name on them!! I hope they found the owner of the other phone!! So in summary, why have to schedule an appointment if that time is not honored? "Geniuses" are not and are rude. They can't even keep track of what they are doing. I will travel a little further and try the Westfarms location the next time I need help. read more

The staff at the New Haven store is always super nice. I have been here more than a few times to purchase stuff, as well as, to get my stuff fixed. Regarding getting stuff fixed, they definitely make a situation that is frantic, desperate, and frustrating a little better to deal with. They are always very patient, listen/annotate well, and are as helpful and honest as they can be. My last experience was with Chris. My old MacBook Pro with lots of important lab stuff was not turning on anymore. Although I had most of it backed up, my most recent backup had been 2 weeks ago. It would have been a pain to lose that stuff, but not the end of the world. Either way, Chris told me my options and we made a logical and financially careful plan for going about to fix my computer. I unfortunately cannot remember the name of the nice woman who helped me, but the trip before this was about my old iPhone. Again, a very nice experience, despite the fact that trip had less of a happy ending (it had to be replaced). read more

Staff is always in a positive mood and helpful. They use teamwork to get all the answers to questions. The store is a great looking store, big open concept. Larger selection of products in stock than that of some other apple stores. Definitely happy to have it in my backyard. read more

So I want the newest iPad aka air 2 aka ipad 6 but don't want to pay 500. I find a guy on CL selling one for 350. I say meet me at Apple Store and I'll buy it. He says ok. I call apple care 800 number to make appointment at new haven store. I tell Greg the phone rep my story and ask if someone at store will check out the iPad before I buy it to make sure I'm not getting scammed. He says yes but they may charge you. Idc as long as I know iPad is legit. Me and the guy selling it show up for appointment and they take us right on time,I explain why we are here to the nice young African American girl (genius) and she says no problem,we can run a test and check it out for FREE! She runs test that takes maybe 10 minutes and says it's ok to buy it it's all good,iPad checks out fine but it did show that it had a few thermal warnings since the purchase date, no big deal but since it's under warranty they can replace with BRAND NEW IPAD FREE OF CHARGE!!!! I ofcourse say ok, pay the craigs list guy so he can leave and 5 minutes later I walk out with a brand new iPad! Who's better than me?!?! Only wish I knew the young girls name who waited on us, she was great. Awesome experience, all the staff were great. Love u New Haven Apple Store! read more

Arrived at 1:30 pm on a Tuesday to get a cracked screen replaced. Had to queue up in a line, then sent to queue up in a second line where I was told there would be an hour and a half wait. They took my name and number and indicated they would text me when they were ready for me. I returned to the store exactly at 3:00 pm, had to queue up in a line, then sent to queue up in a second line where I was told by appointment was moved to 3:20 pm. I never received a text and finally around 3:30 pm someone walked up to me to take my information only to tell me I had to wait another 2 hours to get my phone screen replaced. Seriously? I walked out. read more

Came in with my husband. Consultant would not help me because I did not have an appointment. Only one device at a time she said. We have spent a lot of money over the years at apple. Two computers, four iPhones, four iPads, multiple accessories and one I watch. Horrible customer "first encounter ". Was so intimidated I walked out of the store read more

horribly frustrating Have an Imac that is not quite 2 years old and went belly up the good news - apple will fix the bad news 1) it was VERY hard to reach a person for support and they didn't know what was going on - they did, however, actually help me make an appointment at the store (this is essentially impossible to do on line otherwise) 2) I get there and they diagnose problem and say no problem under warranty will call in 3 days 3) a week goes by - no phone call 4) if you try to call store you get into a computer hell and ever speak to a person - the computer eventually says sorry we can't help you and hangs up - so much for customer service - why even list a number if you can't get to a person 5) so you have to schlep INTO THE STORE to find out what is going on a) they are missing a part b) they did not call to say that c) they are polite but totally unapologetic d) offered to give me back non functional computer - presumably to display as found art! Bottom line - apple customer service at the human level It is a shame the products are good and so are replacement policies the stores are just badk apple turning into cable company and phone companies they need some competition read more

Went into the apple store for help with my laptop. The second I walked in the door someone asked me what they could help me with. They quickly answered all my questions. Never experienced such great staff and no wait! Amazing service! read more

Friendly and helpful! Ignore the bad reviews. I come here all the time and every time is a great experience.

Really Apple, you're acting as if you're the only game in town. Wake up!! Waited on hold for 15 mins listening to a recording that I was "next". Gave up. Called back 1/2 hour later and listened to it ring for another 5. So zero customer service. I have a first generation i-Pad, my next one will be a cheaper tablet. HELLO ANDROID. read more

Waited an hour to pick up an iphone that I ordered online for in-store pickup. Staff didn't seem to care. Waited 20 minutes to speak to a manager and then gave-up and left. Awful. read more

have been to apple stores in NY, CA, TX, PA...this is by far the worst apple store i've ever been to. staff are not interested in helping, manager isn't interested in problem solving. interactions are tense, also store is poorly stocked. ashame - you'd think being next to yale's campus would inspire a little more attention to what's wrong. multiple trips hasn't changed my mind about this place. read more

My laptop broke during my college finals week. I came here in hopes that they could save my laptop. The worker told me some cord likely came unplugged and they would just need to replace the cord...easy fix. I get a call from Apple saying that my computer's hard drive is completely broken and will need to be replaced, meaning all of my pictures, documents, personal stuff will all be lost. I ask if there's any way I can get all of my stuff off the laptop before it's replaced. I was told that I'd have to pay over $200 if I wanted to get MY original hard drive back and then send it to some company that could maybe get my information off it. Instead of going through all of that, I decided it was time for a new laptop so I told them not to repair my laptop and I'd come pick it up before purchasing a new one. I pick it up, go home, and discover that it works perfectly fine, with all my pictures and documents intact. I cannot believe the customer service here... they would rather me lose all of the information I had stored on my laptop just to make some quick money off me. They wanted to replace my hard drive that obviously worked perfectly fine. Absolutely ridiculous. read more

They know what they are doing, but every time I have gone there, I have been talked to rudely and with a stuck up tone. Its not all the employees, but there are some smarmy people there. I will not be going back. read more

THIS APPLE STORE IS ABSOLUTELY HORRIBLE! I am a published author and I rely on my macbook. I am very nice to all service staff and The "geniuses" at this "Yaley"store all have major attitudes. My track pad stopped working properly and they never repaired it, although they said they did! The "genius" lied right to my face and said it was replaced. I spent the whole day doing this, "like I don't have anything else better to do?" They have done this to me 3 TIMES IN A ROW NOW with different component pieces on the same laptop! I have been gong back because I want to see if they will keep doing it. Apple has got to do something about this store. The "geniuses" are cocky and you definitely get a "weird" feeling and intuition about what they are saying about you behind your back...... P.S. The "geniuses" will service pretty young girls with attentiveness and a smile. NOT WHAT I EXPECTED from a great company like Apple. This store is pathetic.. read more

This Apple Store is the worst one I've ever been to. The service was terrible. I made an appointment for 5:00, and I was waiting there for an hour before anyone came to help me. The store wasn't even crowded. Once someone finally tried to help me, they were incredibly unhelpful. They didn't seem to know what the issue was immediately, and once they determined that I needed a new part for my Mac, they claimed the warranty wouldn't cover it - even though I searched online, and found reviews of it being covered for other individuals. read more

yesterday after work I went to the new haven ct location. I had updated an itune app and my I-phone froze. I parked on the street and fed the meter and got there at 7pm. even though employees wore a light gray shirt it was near impossible to get any help. I waited in line till it was my turn. as I waited I noticed employees horsing around socializing with themselves as the customers waited and waited. When its finally my turn I am asked if I have an appointment. NO so I explained my problem and I was told the store closes at 9pm and that I can choose to wait to see if I can be seen that night or schedule an appointment for another day? really? I was assigned to sit at a certain table and an entire hour goes by and no one offered to help. I am sitting next to where they are standing in line I witnessed many people come in after me who stated they did not have an appointment but they were taken care of and I was not. when attempting to flag down an employee to see my status no one wanted to make eye contact. I felt very alienated. I love apple products so much but this experience left a very negative impression. maybe I should look for a galaxy for my next purchase. ultimately I had to walk out when I got tired of being ignored as other people who came in after me were serviced and I was not :( read more

If I had known it was this easy to fix issues with my Apple products, I would've definitely started going here awhile ago. I made an appointment, went in, they had me wait for a couple of minutes while the person who would be helping me was finishing up with someone else. She came over, asked me the issue, hooked up my device and ended up giving me a replacement. It was quick, no extra stuff and I would overall recommend this store. read more

They were late for a scheduled appointment they made us make online, and they installed the mousepad backwords or something- its been spottier than when we first bought it in. Wow. read more

WORST APPLE STORE I'VE EVER VISITED. Most Apple stores have terrible customer service, but this apple store is even worse than normal. First of all, it's highly difficult to get appointments. I had to schedule an appointment 2 days after my computer started having issues (since all appointments are always booked), and when I came in for my appointment, I was told the Genius Bar workers were running a "bit late." Thirty minutes later, I inquired how much longer it would take, and I was told that the workers were running a "bit late" as in 10-15 minutes (even though I had already waited 30 minutes). Clearly the Apple store is either understaffed, the Genius Bar workers don't know what they're doing so they're taking a long time to assess each customer's problem, or the store is highly disorganized. I don't see the point of having an Apple store here if such a huge Apple store is still incapable of helping its customers/buyers. In the end, I got in fifty minutes AFTER my scheduled appointment, and waited all that time to find out that the Genius Bar workers didn't know how to fix my computer. read more

I've been to the New haven location twice. The first time I had to wait a long time because I wasn't aware that you have to make an appointment for repairs otherwise you'll be waiting forever. The second time around I was much smarter and made a reservation online a day in advance to have my device repaired. I arrived about 15-20 mins early and was told to wait at the gadget table so I picked a gadget table that had a chair and was told by one of the associates that I had to sit at the gadget table assigned. I was like oh my bad, I didn't realize I was assigned to a table. They all look alike and are not labeled - didn't know it made a difference. I felt some type of way that he had me move to the table right next to it and not to mention awkward just waiting at a table. All I can do at that point was stare at the Apple associates standing around doing nothing and wondering when am I going to be called. But once I was called, which was at my exact appointment time, I have to say the service I received was great and I was very satisfied with the results! My suggestion is make an online reservation in advance to avoid the wait. read more

So I was hesitant about seeking help from this store after all the recent negative reviews, but I thought it was too silly for me to drive to another store with this one right around the corner. An appointment is a MUST here or you will be frustrated with the wait or with being turned away. I came in because my iPhone battery was draining at a rapid rate. I made an appointment for 11:30am, arrived @ 11:25am and was seen promptly @ 11:30. Lauren was the person who helped me and she was personable and knowledgable about the product/issue. She quickly identified the issues and told me my phone would be ready by 12pm. I re- checked in with Amir who was also friendly and prompt with checking on my phone. I waited for a couple of days to see if the phone was really fixed before writing this review.. And I am happy to report it seems they really fixed the issue within 30 minutes. The only awkward part of my visit was when I was trying to purchase something- I was directed back to the main guy routing ppl at the door and I had to wait for a bit while he routed folks. It just sort of seemed like a cluster/ inefficient as there were other folks in the store who didn't seem to be busy. Anyhow, glad my problem is fixed and that I didn't take an unnecessary drive to another store. read more

I went to the store yesterday with an issue with my iPad. Sound from the speakers just stop working. With headphone it works fine. The tech told me that it was a problem with the speaker and was going to sell me a refurbished unit for $299.00 with a 90 day warrenty. My IPad just under three years old. He said this type of electronics have a three to four year lifepand. I looked up on line to see I wasn't the only one with this issue. I had a iPhone 3 until recently that I changed to a 6 my wife and two kids have iPhones and never had an issue. I was looking at a Mac Pro but with the short lifespand stated by the tech, I'm having second thoughts. I had an Asus for six years with added upgrades but was damaged when I fell during snow storm. I've taken extra measure to protect my IPad. I don't even have a single scratch on it. Very disappointed , not mad at you guys cause the staff was very nice and i was quickly taken care of. Just not happy with the outcome of a product that failed not cause of me but the company that made it. Didn't expect that from APPLE.. read more