Brought in a MacBook Air for repair that I've only had for 1 year (it stopped turning on) and after investigating the cause they want to charge me to replace the most expensive part of it (the logic board). I explained to the technician that I take excellent care of my product and the problem must have been a defect with the original seeing as that it's not something I caused and that the product is relatively new. The technician refused to listen and told me it's my fault that I didn't buy their extended warranty. I told her that it wouldn't have changed the fact that there was a defect and that purchasing a new logic board seemed a bad investment if there was no guarantee it wouldn't happen again. She told me that was the business of it all. Ridiculous. Not returning to this store again because of terrible customer service. Don't need to be dealing with an employee who spends 6 weeks in Cupertino and leaves with nothing but a superiority complex. read more

CJ was absolutely amazing! The store was crazy busy and her assistance was needed multiple times from other coworkers but, she was able to multitask like a pro! She helped me with my issue right away and got me out in a timely manner! Amongst the chaos she had a great attitude, huge smile on her face the whole time and kept it professional! Huge thanks to CJ! read more

I have had to come here a number of times. Each time, no matter what my frustration level, the employees are always patient and try their best to be helpful. They have successfully helped with two major issues with a mac book and an iPhone. Thank you, Apple, for being so supportive of loyal customers. read more

This place is always so packed. It's hard to find help at times here. It just seems chaotic more than other Apple stores even some in the city. I wish they wouldn't lie and tell you that your phone will be ready in an hour and you end up waiting 3 hours. I'm a patient guy but at least give us accrue estimates so I'm not standing around the store for an hour and a half. I would never buy anything in an Apple Store it's just so much easier to go online. read more

Amazing customer service. My hard drive was dying and Matt was beyond patient in assisting me to retrieve my data. Extremely grateful!!! Make sure to have an appointment to avoid a wait. With an appointment I was seen right away. read more

I went there to buy an Iphone 6 and was told I'd have to wait an hour just to talk to someone. There were plenty of apple reps in the store just standing around doing nothing- why should it take an hour to make a 5 minute transaction to swipe my credit card and hand me a small box? I walked out and ordered a Google Pixel online instead (which is an awesome phone). After my experience there I read the reviews on this store to find confirmation that this place is a joke and has been for a long time. Will never waste my time there again. The fact apple allows a store like this to represent them greatly diminishes my view of the company as a whole. read more

Went for service needed to update my laptop. It was crowded as usual and I went in the morning had to make a reservation for hours later, they called me through text and the team was efficient all went well. My biggest contention is always the wait. They seem to have many people there but everyone has a different specialty. The Apple stores just always make you wait. read more

Looked nice when I walked in, the service was aweful. Waited at the counter for 35 minutes, had a few associates look at me, make eye contact and look down as soon as I open my mouth! mind you there wasn't it was unusually uncrowded in the store. way to go apple I'll give my 2500$ to best buy instead! They won't dismiss me for wearing a damn hoodie and sweatpants. This would of been my first apple computer, after this poor experience I will be going to best buy and reevaluating my options. read more

This store is a disgrace to the Apple brand. Since day one I've had issues with my iPhone 7. In attempts to fix the issues I've brought it to this store multiple times and each time I have been sent home with a "we cant replicate it" fix. The issues were the phone freezing, saying no service, battery getting hot and it saying iphone is hot, static from speakers. I went again yesterday as my phone was unusable. My appointment was for 7:30, I was in line at 7:34. The old man with the glasses and hat says my appointment is canceled and I must make a new one for another day. I explain to him I am only 4 mins late!!! He finally asks someone who tells me they will be with me in 10-12 minutes. A tech finally spoke to me at 9:10. The tech immediately says my issue is software and he already knows that will fix it. I explain to him I have already been advised that, followed all the steps to reset/restore/clean start my phone and issues are still present. He says he wants me to try to come back and if I still am having the issues they might be able to pursue them further. I tell him I have been here twice before and he claims he doesn't see it...each time i was here before they rushed me out and didn't take any notes. I asked for a manager.... Ellen an obese lady who comes over and says theres nothing she can do. She says I can be making up everything and they have no idea to verify my claims. The helpful tech suggested the issues I am experiencing can be due to the environment or my residence. I guess they really think some people are going to sit for two hours and make up and invent issues to grab a refurbished POS phone. The tech then runs some test and says he needs to clean my speakers because the phone failed the test. He also advises me he will ONLY REPAIR the phone because he has the ability to decide what gets repaired and what gets a replacement. He comes back and performs the test, this time the phone won't be recognized. He tells me he needs to clean it again. He tries 3 more times, then tries another port, then tries to clean it again. Then he says he must see whats wrong, 15 min later says they might have to give me a phone....more time wasted maybe phone isn't in stock....finally brings the replacement phone. I came at 7:34 to fix a phone finally left at 10:00 after everything had closed. This is simply unacceptable. It's really amusing how hard Ellen and the tech tried to not give me a replacement phone. The employees all need to be retrained and management needs to be changed. No sense of customer service whatsoever. Everyone is just wandering around clueless. Do not come to this location for anything. read more

I had issues with my phone, I was very upset thinking I will loose all my family and work pictures and material. Got the Apple Store at Smith-haven mall staff was friendly but Angela OMG she was just AMAZING!!! She took the time to explain everything, to fix the problem and guide me properly to my best opinion keep up the great job Angela!!! Customers truly appreciate your professionalism!!! read more

I have many apple products. I've only walked into the store a few times, otherwise I buy most of my apple products online and get them delivered. The last time I walked into this apple store was 2 years ago, to make a very expensive purchase. But I also wanted to talk with someone as to what they recommended, even though I spoke to 3 different apple techs online prior, having a 4th opinion never hurt anyone. Since it was Christmas, I had to check in outside of the store and was asked what I was there for. I said, "buying and purchasing". I was helped right away. I guess if I had an issue about something I'd have to wait? I don't know. But, the employee was very helpful, as all the techs are. I've never had an issue with any of the techs. I applied for their newest credit card (at the time it was the BarclayCard), my products were brought out to me right away by a different employee, my receipt was emailed to me, plus printed, and I walked out with my products. I was very happy. read more

Came in to replace my phone since it was having a lot of issues and I was given a run around with team members that did not want to help me. Louis was assisting me and he obviously did not want to help and wanted me to jump through circles to fix my phone meanwhile it's a problem with YOUR product. They wanted me to reset it (which I already did) and then if it didn't help come in and have my phone sent out and I told him I cannot be without a phone I need it for work and their solution was I can go buy a new phone until the phone comes back and return the new phone etc. He brought over his supervisor named justin and you can tell right away he didn't want to help either. This is by far the worst apple experience I've ever had. I called the apple hotline and they were willing to help me right away and not have me jump through 1000 hoops. Overall this was the worst customer service experience I've ever had read more

Very dysfunctional. No one knows where to check in. People walking around with their ipads asking when they can break, when they are taking their lunch,etc. None of which customers should be hearing. read more

We'll start with rude, trying to buy an Apple Watch , sales guy walked away in middle of our conversation Had to wait NOT HAPPY read more

I've been to this Apple Store a few times, and I have always had a positive experience. Whether it was an appointment at the genius bar, or purchasing a case, the staff were attentive and the advice was extremely knowledgeable. I would recommend making an appointment, prior to coming, because it can become quite busy at unexpected times throughout the day. read more

New Apple phones are expensive. Mine proved to be defective after only 2 weeks so I took it to the Apple Store at the SmithHaven Mall to be fixed or replaced. The specialist 'helping' me had a terrible attitude and was condescending to me throughout this experience. He never communicated to me what the real issue was nor was he able to answer my questions. He would look at my phone & then just disappear without telling me what was going on. After he finished setting up the replacement phone, he simply walked away. No goodbye or thank you or apology for the long wait or inconvenience of having to drive an hour to the mall to replace a brand new phone. Just walked away as if I had wasted his precious time after the transaction was over. Due to Apple's defective phone I had to waste an entire evening sitting around the Apple Store waiting for someone to help me, and once I was finally helped, the specialist made a bad evening even worse. The low level of customer service and the incredibly long wait time at this location is unacceptable. read more

Holy Toledo! This store is extremely pathetic and useless! Called the store about a simple iPhone screen repair job and for whatever reason I got a Incompetent uneducated ballon head advising me. I tell him my story and simply ask him I want my cracked screen repaired. He tells me no problem we can fix this and goes over the cost and i agree (big mistake). I'm then setup to visit the Apple Store to get my repair. I arrive at the appropriate time and walk in and wow what a mess! you have a circus like atmosphere, where staff is running around clueless and ignoring new customers as they are coming in. Just witnessing these brainless little duds running around with their stupid red sweatshirts for only a couple of seconds was so irritating! Without being greeted by any of Apple clowns, i ask the first Apple employee and explain my appointment and problem , with a clueless stare he just points me to another employee. Again I was greeted with puzzlement, she is also extremely clueless. At this point My blood pressure was doubling, I get directed to another dud. Luckily this dud was on his game, I explain my situation again, and finally the lights went on in somebody's head as he clearly understands what I am saying and sends me to the front desk. ( just remember i made a appointment with them over the phone so not sure where the confusion is) I arrive to the front counter only to be annoyed by another absolute dimwit, who has the nerve to ask me why i am here! Can you believe this. I mean it's not like i didn't make a appointment that has my name and issue in their database, absolute joke! I told her my appointment and issue for the thousand time which was discussed over the phone. She then proceeds to inspect my phone and says oh boy, oh boy what I replied? She tells me this phone was fixed at another place at another time , I said yeah that was a year ago what is the big deal! She replies we can't fix this. Your apple for the love of God you can't fix your own damn phones that I am willing to pay for? It was like I was asking for a freebie. She goes on with the typical Apple talking points of pure nonsense and confusion and offers no help and tells me good luck with it. I mean holy Toledo what a nightmare of a experience. And thank god i found this small tech place not too far away and they fixed my phone with no problem or issue ! I even tell him my visit to Apple and he couldn't understand what the deal was with Apple , only apples loss of business and his gain. I will never visit this dump of a Apple Store again for any Apple merchandise that I have purchased. Advise, management needs to get handle on the discombobulated mess of employees and educate them on basic manners. read more

Horrible! I waited for twenty minutes to check out and I was only purchasing two phone cases. My apple store app wasn't working, so the associate let TWO other people go ahead of me. When I asked if someone else could help me, I was directed to another associate, JOSH. When I approached Josh he was playing ob his own iPhone and talking to two other associates. He also told me he couldn't help and pointed me back in the other direction. I said no, and I was directed to him. He rolled his eyes and begrudgingly checked me out. He never once thanked me and didn't offer to email my receipt and just printed it and walked away and want back to his iPhone. Very, very poor customer service. Shame on you josh!!! read more

Nice Business Team here at Suffolk's only Apple Store.

Waited 3 hours for 15 minutes of service. Mind you that was with an appointment AND after being told it was only an hour wait. Employees seemed to be annoyed when I would ask how much longer. Only received attention when I got upset and asked to speak to the manager. I will never go back to that store!! Horrible customer service. read more

Terriable wait time. If you must go to the Apple store be prepared to spend the better part of your day here. You can reserve your spot but you will not get any updates on delays. I really believe they do this on purpose so you can look around the store and they hope you end up buying something you more than likely don't need. read more

Honestly, this was the worst support experience ever. I made an appointment and when i got there (30 min prior) I waited on line for about 10 min only to have the guy tell me that I was there "way to early" and that I should come back at 15 min before because he could not check me in that early. So I roam around the mall for 10 min and go back, only to wait on line again. Finally I get to talking to an apple rep and she runs some diagnostics, and tells me "you know, you are supposed to discharge this at least once a month" almost like she was saying that I broke the battery. Then she proceeds to tell me that it has to be sent out and would be gone for up to 5 days. When I explain that it is my business computer, she says "oh ok we will get it back by 5 days". Which is basically the same thing she just said only reworded to sound better. When I asked to speak to the manager she tells me that same speech. I asked her if she could order the battery and then I just make another appointment to have it swapped out and she says "that's not an option for you sir", so then I asked if they had a way to expedite the process and she repeats "that's not an option for you sir" after going back and forth a few times getting the same answer she retorts to "Sir we are doing our best to keep up with all of suffolk county and supporting all of the users in suffolk county". So... I ask if they have loaners that I can use while it is gone, she offers me to buy another identical system (about $3500.00) out of pocket for me and I can return it as long as it is in good condition. Given that i don't really want to spend 3500.00 and potentially not be able to return it, I go for another appointment. Now I have already mentioned to them that I can't really afford to be without the computer, so I try to schedule it after my trip next week. Only to be answered back with "I'm sorry sir we cannot do that, we can only schedule things a week in advance" I had to gather up my stuff, and walk out. Wasted a solid hour of the day getting nowhere. my advice... this store is limited in what they can do. It has reverted to a retail store only. The staff (which used to be great) is no better than glorified Abercrombie and Finch sales associates dressed up in apple shirts. As for the management, no way to go the extra mile, no way to focus on helping the customer. They want you in and out as fast as possible so they can tell the next person what options are not available for them as well. Your best bet is to call apple directly where they WILL take care of you. As I write this I am in chat with a support rep who found several options for me locally to get the repair I needed in the time frame needed (using a third party apple certified repair shop). He is even calling to verify that there are no extra expenses or what they would be if there are any. it's not Apple, it's the culture of the Smith Haven Mall associates. read more

New and clean, great service, and the usual things to suspect from Apple. The location in the mall is convenient since it's near the newer area where there is good parking. Also, this means you can avoid trekking through the whole mall by walking around Barnes and Noble. read more

I wish I could give this place 0 stars. The customer service is horrendous. I was in the store last night around 7:15 with my 2 year old daughter because my brand new Iphone 5s that I just purchased 2 weeks ago will not charge or turn on. The associates in this store were all standing around doing nothing, but for some reason they refused to help me, telling me that they were booked until next Tuesday, which I find extremely hard to believe. They refused to call another store for me. The only thing they did offer to do was have me wait until 9:45 after the store was closed so they could help me, but obviously I couldn't do that being that I had my 2 year old with me. This store is completely useless and the associates could not care less about the customers, which they should being that their products are extremely overpriced and overrated. Also, the store smells like feet. read more

Great store, extremely helpful and really friendly staff. We have had several interactions with them and each one was great. Each time we had a problem with out Mac or IPhone they fixed it for free. Even the battery for our Mac that wasn't under warranty. I would recommend this place to anyone!!! read more

I went to this store to get my iPhone4 repair and their staff wanted to charge me $150 to fix my cracked screen. I know several people that have returned their broken iPhones and iPods and they received new ones at no charge. I am not sure why that was not the case with my situation. I have purchased 3 iPhones, 5 iPods and an iPad (the list goes on) from Apple and I feel that as a customer management didn't do the right thing by me. I was not going to argue with the technician who helped me or make a scene at the store, but I must say I felt like an IDIOT knowing that everyone else got their units replaced for nothing. I went ahead and purchased the new iPhone4s for $200 and the insurance for an additional $100 dollars ($323 w/tax) which I wasn't planning on spending that day. As you can see, I FIXED my own problem, The APPLE staff didn't. This store has no loyalty or care about longtime customers. I have spent a decent amount of money buying Apple products during the last 10 years. My company develops iPhone apps and we build sites that are compatible with the iPad/safari and I'm always recommending their products to my clients. At this point I am not going to do that anymore. Merry Christmas! read more

Needed help setting up a new iPhone, had issues transferring info from old phone to new, messaged Apple & they replied instantly, they helped with every single thing I needed, right through text, didn't even have to leave my house, I recommend the text option, I'll be using it again, ty Apple... read more

I like this apple store but It can be a little hectic sometimes. The staff is always very pleasant and helpful but the crowds can be overwhelming. read more

This store used to be well-managed, but it's gotten worse and worse at the door and reception areas. I went in yesterday for a Genius Bar appointment, and there was no one at the door to welcome people and keep the traffic moving smoothly. Quite a bottleneck had developed. Then, having dodged my way back to the check-in, I found 4 reception people clustered together, with the first two and their customers blocking access to the two in back. This second pair was just standing there, chatting with each other, not assisting customers (because the customers couldn't get to them). The closest of the two front staffers embarked on a long discussion with his customer, never acknowledging my presence though I'd been standing there facing him for a couple of minutes, so as the second staffer freed up, I moved toward her. With that, the first one suddenly turned to me and with exasperation and condescension announced that he was going to help me in just a minute and "we have a system." That was far from apparent and quite unpleasant. Also, in a previous visit, one of the sales people in the front of the store was irritated when I asked a question comparing certain capabilities of the Air and the MacBook Pro. He just couldn't be bothered. On the other hand, the Geniuses there have been, on the whole, very helpful over the years, and it's been pleasant to come back from time to time and see the same faces. read more

Went here because my software update froze during the reboot. The technician I met with tried re-installing the update but said it wouldn't work. He then tried to do a factory reset (which would effectively delete everything on my phone) and told me this didn't work either and I would need to buy a new phone. Luckily, I did not buy one from the store right away, but instead went home and looked up how to re-install and/or do a factory reset myself. I was only able to figure out the factory reset, which caused me to lose all my photos, saved conversations etc. on the phone (my fault for not buying the extra icloud space to back those up) but this was better than buying a new phone. However, how was I able to figure this out but a supposed "trained technician" couldn't? Makes me think they could have actually fixed the update and saved all my information as well. I would definitely get a second opinion and not trust them a if they try to tell you your equipment is broken and sell you a replacement. read more

Shoot me now. That's basically how I felt after my last experience in this store. It was so disappointing that I was actually motivated to go through the convoluted maze of options on Apple's site afterward just to tell them that I was so highly disappointed in my experience. I'm not one to rag on a place, but I'll travel to another location if I have to, next time. Here's how it went down: I waited in line, asked a question when the time came, then the guy disappeared. I waited while trying to pull the screen off my iPad. Glass went everywhere. I started getting very angry because SalesGuy#1 never reappeared. Finally, SalesGirl#1 came over to rescue me. Thanks, SalesGirl#1 - very much appreciated! But yes, I'll probably avoid this location in the future. Second experience like this here. read more

I had a rather pleasant experience with this store for a problem I was having with my Mac. The employee treated me professionally, was knowledgable and knew the problem as soon as I explained it. He fixed it in a matter of minutes, and I was also seen very quickly. My only complaint was that it was not easy to tell where I was supposed to go. There was a line outside that was for iPhones, but there were no signs to direct you. Otherwise, good experience. read more

To start i had sprint complete, i went to this apple store to get my phone fixed like i have previously done in the past with no issues. I cracked the back so the phone needed to be replaced. The apple advisor told me that i couldn't not get the replacement and told me that my sprint complete was useless. So i continued to go and purchase the apple care with theft and loss $13.59 i believe. Still cheaper than sprint complete which is whatever. I then left came back because they needed to order the phone for me. I came back to get my replacement phone. The guy who helped me took my sim card out and to what i believe, broke it. It was back in my phone and it kept giving me a sim failure not an error. I went to tmobile to get a new one. Now the phone works fine. All and all i was messing with the phone trying to figure out what was wrong all day just for my sim to be broken and for me to waste my time. The people who work there have no clue what they are doing considering the first time i went on the line i had to wait for the "tech" to go ask for help for 20 minutes. Thanks but no thanks this place sucks. read more

waited over 30 minutes for help on the phone. when it was my turn the person on the other line kept saying, "hello, hello, I cant hear you" and hung up. The thing is, I wasn't on my CELL PHONE, I was on my house phone. read more

Service is inconsistent and often overwhelmed. Pick off hours to purchase or buy online. Try to pick someone young and cool. I was able to get the exact IPad and IPad+ plus protection I wanted 'before store hours' since they open for classes at eight. It was such a calm, peaceful environment to test and toggle in totally undisturbed. I got what I wanted but if I'm the one blowing the first 600 dollars of the day, couldn't the human have been a liiittle fucking nicer?? The geniuses should let the lookie loos wander and focus on the hos like me that pay money on the spot. read more

Staff: excellent. Knowledgeable and patient. Manager: Ellen, you rock. Store: Waaaaay too small. Needs to be at least doubled in size. Crazy crowds. A line before the store opens each time I have arrived there early. read more

Today Chris was very helpful and waited patiently for matlab to download on my Mac and explained all my questions. I was pleased with the customer service! read more

The service here is really good! The staff is energetic, organized and everyone clearly knows their respective function. I've visited this location several times but lucky for me my most recent visit was to purchase a new laptop and some accessories. The group here is very personable and apparently great at selling the convinced to purchase the one-to-one and surely I need it because the new operating system Lion is way more advanced that my Snow Leopard desktop version. APPLE ROCKS!!!!! read more

One of the best apple stores I have ever been to! The service was amazing, products are great. Pricey, but worth it!!!

Very helpful staff be prepared to wait if your having technical difficulties , but on the plus side that had my phone up in running in a timly matter i was pleased with there services very knowledgeable about there productss . read more