I had an all-around terrible experience here when I needed to get my iPhone fixed. On my first stop in, they wouldn't see me because I needed an appointment to talk to someone at the Genius Bar. On my second stop (with an appointment), it took them 15 minutes to acknowledge my existence. After whisking my phone away from me--and not fully explaining my options--I was told to come back later to pick up my phone. When I returned, I was ignored for close to 20 minutes. All around atrocious customer services. I completed a survey and asked for a call back so the issues that I had with the service could be addressed, but I haven't heard anything from the store. read more

It's really nice to have an Apple Store in the Rochester area...to bad it's the only Apple Store in the Rochester area. What do I mean by this? If you have claustrophobia issues or hate crowds, you should not step foot in this store. No matter what time of day or night, the Apple Store will be packed with people, customers and employees alike. This can make it a daunting task if you want to browse some of Apple's products or if you need to speak with an associate as most of them are already helping others who have a long list of questions despite the staff having not that much knowledge on some of the products themselves. I was originally going to purchase a new iPhone here when my birthday came around however when I arrived I got overwhelmed with the sheer of amount of people in the store and was unable to get any help from any of the employees working there. I ended up getting it elsewhere a few days later however I still do come down here when I have issues with my phone and by calling ahead to make an appointment, I was able to get those problems fixed with no issues. My most recent visit was a tad better even though it was limited to just browsing to get a new iPad for my brother. I managed to squeeze through the crowd of people and got to where I wanted to be but the entire time I was checking out the features, I had people keep crashing into me in addition to some looking over my shoulder waiting to get their turn. I finished what I had to do and left...it just got to uncomfortable after that. If you can handle the congested atmosphere and the lack of customer service sometimes, the Apple Store is a good store for checking out Apple's latest products or if you need to schedule a repair for your items. Other than that, I would recommend caution. read more

I paid for a data transfer service and dropped off two computers at the victor eastview mall store. I was promised that pics, docs and everything would transfer and that I would get my computers back in 24 to 72 hours. Well, well. 5 days later after numerous phone unanswered voice messages, I get my computer back. We turned on the computer and 80% of the files, did not transfer from my old PC. I got no real good answer as to what happened. I asked for a refund for the service about 10 minutes ago. Andrew stominski was helpful and processed a refund. Thanks Andrew read more

Another bad experience at the east view apple store in rochester. Most of our interactions with the staff are disappointing. There's always is an attitude issue. The last bad experience was when the associate asked my wife to leave the store because he was concerned my son - who was 2 months at the time would wake up and start crying. He slept the entire time we were there. Unfortunately no other apple store in this area. I think for my next computer I will look into one the apple knockoffs at best buy. though will keep buying my iPads from here. I figure the painful customer service is worth the quality of the product. interesting that in nyc and philadephia store experiences are generally positive. read more

Had to get the battery replaced on my iPhone 6 and I took my phone in and I was told that the screen may get spiderwebbed and to replace the screen and battery, the charge was $160. So I just had the battery replaced and after waiting an hour of repair I was told that the phone didn't work after changing the battery because the phone had aftermarket parts. Also, I was unaware of the fact that my phone had aftermarket parts since I brought it through Best Buy and the phone function perfectly fine. So I took my phone to a phone vendor in the mall and the guy at the vendor changed my battery within 10 minutes and there was no crack on the screen. I'm never going to get a repair from these guys. APPLE IS NOTHING BUT A BUNCH OF CROOKS who try to screw you over. If anyone got a phone from elsewhere or someone gave you a phone, don't bother getting repairs done from these crooks. read more

This store, like all Apple stores, gets crowded as shit. I came here the first weekend college students were in town and it was a friggin madhouse. Nevertheless, the customer service and efficiency of this place and company, as a whole, are the reasons I have never bought a non-Apple computing system. I most recently purchased an iPad 2 (well, my parents did...a sweet-ass birthday present for their only child whose seven year old laptop shuts down every time it's unplugged), and the process couldn't have been smoother. I walked in and I was immediately approached by one of the approximately 20 people working there. I couldn't believe how many salespeople were in the the store, in addition to the four or five "super nerds" fixing problems at the Genius Bar. I told the guy what I wanted and another worker brought it out in a matter of seconds. It reminded me of Willy Wonka's Chocolate Factory. "Steve Job's Money Factory", perhaps? My father then paid for my expensive new toy on the portable credit card machine our salesman was carrying on his person and we were out. Although it was busy, we were in and out in less than 10 minutes total. Four days later, I returned with a smashed iPad screen (don't get me started). I had to wait an hour to see one of the "geniuses," but in retrospect, I probably should've made an appointment prior to my arrival. The wasted hour no longer seemed to matter when the nerd at the Genius Bar informed me that, although accidental damage wasn't covered by my warranty, Apple understood that accidents happened and he was going to give me a brand new iPad. Due to some Internet research occurring following my initial freak-out the night before, I knew they'd give me a new one, but I still appreciated the gesture. As I was leaving, the genius noted it was a one-time courtesy and it would be $260 next time. Consequently, I went home and immediately bought a case for my new iPad. read more

I got several robo calls on my land-line (not my actual Apple phone) from their number (585 421-6070) with a vmail, "We strongly recommend you to talk to support advisor at 855 718-3085, I repeat, 855 718-3085. If you wish to speak to Support Advisor, press one; if you wish to hang up, press two." This is not the store in which I purchased my Apple phone. I have never been in the Victor, NY Apple store. I have no urgent message on my actual Apple phone. Seems like Apple Store phone numbers have been hacked... after blocking 585 421-6070 I got a call from (209) 342-1500 with the same vmail message just minutes later. But if it wasn't a hack, shame on Apple Stores for the harassment!! Will never buy anything from anyone using such tactics. read more

For my purposed Apple products are the most stable and versatile. On the weekend this store is always busy....ALWAYS. This is a good time to go in any play with the device you are considering. If you want or need somebody to explain devices to you or you need assistance with a product you already own it is best to come during the week (or make an appointment). The store is clean, bright, and utilitarian (just like their products). The employees are knowledgeable and friendly especially considering they are usually out-numbered 10-1. read more

I made an appointment to have a new battery installed on my iPhone 6s plus . I brought my iphone into the store as instructed and left it while their service installed the new battery ( was supposed to be $29 total) I returned to pick up my phone, was handed my phone and told that they would not install the battery because the phone had evident water intrusion damage. This was correct , the phone had been exposed to water about a year ago, however the phone was working perfectly that entire time excepting the rather worn out battery of late. They told me they just put it back together as it was. They then offered to sell me a new iPhone 6 plus for $350! No way! I went away disappointed and annoyed but then discovered that the camera and flash and front /top earphone no longer worked. Additionally they improperly closed the phone back up leaving parts of the sealing gasket sticking out from the edges of the phone. I returned to the store and stated my case: But they were not helpful at all, and acted as if I was just a complainer. I said to them : "I gave you a working, good phone and you give it back to me broken" , ( with hardly an apology). So takeaway: they just seem to be on a pedestal of self assurance and importance. They did not seem to really care about me as a customer. The Apple store is a very impersonal place. It's too busy, too many customers. I guess that is part of the problem. read more

DO NOT GO TO THE APPLE STORE IN EASTVIEW MALL! The absolute WORST customer service ever! We spent over $2,000 yet they refused to set up my new phone, the phone appointment they set for Apple service to call me never happened. Yesterday I returned 2 keyboards and brought my old phone in for the trade refund, both transactions were completed at 12:14. My VISA HAS NOT BEEN CREDITED AS OF 9am today. WTF is wrong with this store?! Do your shopping online, DO NOT GO TO THIS LOCATION IN THE EASTVIEW MALL read more

Worst customer service I've ever been part of dealing with. I've never felt discrimination as I did coming to the store. I was told they were limiting the amount of customers that could go in yet not one single customer was waiting but me, and this was after some questions of what I was goingTo purchase. They know they cornered the market on a product, I would be lying if I said I would never buy another Apple product, but I'm going to do my best to stay out of Apple stores. I truly believe they are bias, rude people. read more

Unfriendly, condescending, and just plain rude. The whole appointment system is crazy. I'll buy elsewhere.

Had an Apple Pencil 2nd gen (6 weeks old) that started bulging and cracking. Never been dropped. Known issue on apple forum. Took to Apple Store and was told by Eddie it's not a known issue. I told him 375 people online in the first thing I googled disagreed. Was told they couldn't swap one out from the stock they had on the shelf and that needed to pay $29 and go to Buffalo for a "new" one (which I'm sure is their refurbished stock). Eddie proceeded to tell me that he did me a favor by calling Buffalo store and chastised me the whole time. Told me "it's only $29". If it's only $29 bucks they should stand behind their faulty product. The "lead" Jessica was a spineless individual who didn't give me any explanation or exhibit customer recovery in the least. She simply stated again that I should be soooo glad that I purchased apple care and the pencil would only be $29. Staff are clearly trained to try and deflect from the real issues and talk up what they can do (take more of your money) while they hold you over the barrel and make you grin and bear it. read more

I walked in and was greeted right away. They assigned me to a helpful girl and we looked at Apple watches. It was busy, but I didn't have to wait. We went over some options and I selected a watch. I paid and someone brought out my watch. The girl helped set it up and I left. Perfect experience. read more

Thank you Darius for allowing me to think I am absolutely hilarious while demonstrating that you are very good at what you do. You understood my very limited explanation of my issues and were able to solve them....no condescension at all. John was polite and helpful as well. Why not 5 stars? We were pretty well blown off by one young man. read more

Went to pick up my TWO new watches I purchased online at the recommendation of the Apple store employee, since there were no appointments available to purchase in store. I received the email that my watches were ready, left my house and drove the 35 mins to the only god forsaken store in the Rochester area. When I arrived there was a couple exiting the store from their shopping experience so I stepped aside to allow them to walk out and as I did security stepped up to lock the door. I asked them to wait that I was just picking up an order. He retrieved an employee for me who then proceeded to tell me to "come back another day, they were closing". I was shocked because A I had just seen someone exiting the store and B because no where in the message I received regarding my order pick up did it say that I had to pick up by a certain time or even mention a closing time, nor did the young lady on the phone mention a closing time when she suggested I purchase online and pick up at the store. For as thorough as the email was it mentioned nothing of a time. Then icing on the cake, I try to reach out to Apple about the sub par service and they can only direct me to technical support! It amazes me that the "Cadillac" of tech products still has such crappy customer service and if my phone family wasn't completely immersed in the Apple brand I would dump them all together in a heart beat. But I suppose Apple got what they wanted...my money. Gone are the days of good customer service, they're just another greedy conglomerate read more

Let me preface by saying I have a bunch of apple products and have previously had good experiences. I purchased an iMac in the store with cash as a gift, got an emailed PDF receipt. Returned 4 days later (recipient didn't want it). Was told by snotty girl working there that they "don't have the money in the store to refund me" (as I look around at the 100 customers buying things), then the manager brought out a highlighted section of the back of a paper receipt (which I did not get) stating cash refunds over $750 are MAILED to you in 10 DAYS, and proceeded to tell me I'll have my money in 2-2.5 weeks. Are you kidding me?!? No retailer in the US can SIT ON YOUR MONEY FOR 2 WEEKS like that! Manager encourages the snotty employees he hires to lie, and cites "policy" over customer experience. Unacceptable!!! read more

Really, what are they trying to accomplish here? The products are good but the "geniuses" are unnecessary. When a 54-year-old man knows more than 90% of the staff in the store they have an issue. Too young, too cool, into little knowledge. read more

Went in on a busy Sunday afternoon in winter to buy the new iPhone. The wait time was long and I had to simply tinker around Apple's products until my turn came. Finally, some representative asked me and then I was shortlisted to be attended to by one of them. The rep who finally came was not pushy in buying AppleCare and other things. Our conversation was short as I had already decided which color, model, capacity of the new iPhone I need to buy. He did wait until I set up the phone till it detected my carrier. He was helpful. Overall, my visit and experience was okay, considering the positive factor of the rep's interaction and the negative factor of the wait time. read more

I cracked my screen. I went online and made an appointment with the Apple Store at Eastview to get it fixed. I made it to Eastview early, and I was greeted nicely. After about 20 minutes, the person taking care of me realized that there were no screens for my phone available. He said not to worry that next time, when I came back, I didn't have to wait in line, and it would be 2-3 days, and they would contact me. They haven't (it's been nearly a week). He said it like that was such a nice thing for them to do- not make me wait next time. It's nearly an hour round trip from home to go to Eastview. There was no offer of 10% off to compensate me for my wasted hour and a half or for the amount of gas it will take for me to drive back. I'm super frustrated. If I made an appointment, why didn't they notify me before the appointment that I would have to reschedule once the parts were available. I also had to leave a hair appointment early and skip part of the service to make sure I arrived on time. Today is Sunday. My appointment was Tuesday. It's been nearly a week, and I have heard nothing from them. read more

I recently took an iPad class and loved it! Our instructor I can't remember his name so I'll call him "the Brit" was fantastic! He was so funny and informative and doesn't make you feel stupid at all! Can't wait for my next iPad class! read more

After attempting to download an update on my iPhone - which didn't go well - I decided it would best be left to the experts!! Traveled to the Apple Store at Eastview Mall in Victor, NY. The experience was fantastic from start to finish. After waiting only 15 minutes, we were set up with a real sweet gal (I believe I heard them call her Ruby). She worked with me to determine how to best solve the problem and within a short while, I was off for home, happy as a lark - not only because my phone was up and running, but feeling very respected (technology isn't quite as comfortable when your 78!!). read more

Have been there 3 times and the first 2 were absolutely horrific, terrible customer service. The third time was a charm though because the young man who helped me (I forget his name but I remember he was from Ethiopia) was terrific! Most friendly and knowledgeable person in the store, by far. read more

Awesome great service! People there are friendly and take you seriously and always willing to help! They are fast and will put you as their priority rather than wasting your time! Some products seem overpriced but the workers will explain why and everything makes sense. Also if you brake something and have AppleCare plus they will replace it for a low price is $49 and give you a brand new product!! read more

How many Apple representatives does it take to help one person??? Three, yes, three, while other paying customers wait patiently. They refuse to answer any questions unless you have an appointment or at least that was the case this evening. They're great when you want to purchase one of their products, not so great when it comes to diagnostics. Peace, Apple Store. read more

I'm only reviewing Apple Store because I just reviewed Apple Farm. At first I was pissed we couldn't just walk in and drop off a broken mac book--we had to make an appointment--but it's nice they have a physical store in the local area. read more

Let's just say Alex is HOT LIKE DAMNNN, best employee Apple has ever seen. Keep up the good looks apple

Was delighted with the service i recieved today upon walking in was helped within a half hour and out of there in one hour... But i do recommend that you call and make an appointment.. Staff are very helpful and are able to multi-task and help four to five other customers while you wait for yours to finish... Thank you Dave... read more

Had a problem with my MacBook Pro, they replaced the internal hard drive cable. I didn't know cables went bad. But hey, it fixed the problem. Very efficient, very knowledgable, excellent service. read more

I always get great service at the Apple Store. I dropped off my computer to have the display replaced and it was ready later that day, even though typical turn around time can be up to 3-5 days. I couldn't be happier to be done with my forced technology detox. read more

Wonderful service, very positive staff, friendly environment. Loved the visit. Very kid friendly

Went in this morning to have my iPod touch 5th gen checked out. Would not turn on after working fine. Tried the two button reset technique, charging and plugging into the computer with negative results. Store tech had same results when tried to trouble shoot. Told I needed to pay for a replacement for $130. I just purchased this iPod touch from this location for $100 6 months ago. Told this iPod was "new or like new" and only had a 3 month warranty. I should of kept the original one that worked but would not connect to wifi. Would never have purchased this replacement iPod 6 months ago if I knew it had a 3 month warranty and was "New or like new." Thanks Apple for the great product twice in a row! The leader did offer 50 percent off but still don't want to pay $70 for a "new or like new" iPod with a 3 month warranty... read more

I have to counter some of the negative experiences posted about here. I live out of town in a benighted place where there is no Apple Store, but come to the area frequently for family reasons. I've been to the Apple Store several times and they have always helped me, fixed my MacBook and iPad issues, and given solid advice. My last visit was a long one for various reasons. I was there for 1 and 1/2 hours with my two children, one of whom is autistic, and the staff were incredibly kind, patient, and friendly with my children and made it an endurable experience for them and for me. I can't imagine a better experience at a tech store with autistic kids. Highly commended and recommended. read more

Horrible service from an obnoxious, condescending Store Manager. Apple no longer values loyal customers. The high water mark has been reached by Apple. Watch now as they try to squeeze more revenue out of Service instead of addressing legitimate customer problems. read more

I had my MacBook repaired here and it was back in a day. Very good service. Extremely crouded.

Not my first rodeo with this Apple location or the less than courteous staff. It will be my last however. We knew what we were looking for so we began right off, looking for staff to help us make our purchase. After 20 minutes of standing with product in hand, a very curt salesperson added us to a customer list, citing we had one customer ahead of us. After waiting in "the queue" for an additional 20 minutes, my husband asked a staff member how the sales process worked, noting that there were several team members chatting with each other or consulting their handhelds. The staff member, who turned out to be a manager, very rudely stated that the employees were indeed addressing other customer issues. Mind you, we were in earshot of some of the conversations, clearly not work related. And, ironically enough, the manager quickly broke up their conversation as soon as he stomped away from us. We were helped by a sales team member after another ten minutes. The manager made it a point to cruise by us and very rudely/sarcastically say, "well, there you go now!" Still intent on making our purchase, though Lord knows why, we let the staff member know what we wanted. Surprise! Our item was not in stock. Also not the first time this has happened. We are done with this Apple Store and will surely spread the word. We love Apple products and have a household full of everything from Apple TV to watches. We will go back to ordering online and skip the long lines and rude sales team. We suggest you do too. read more

We made an appointment over the phone at the Eastview Mall location in Victor, NY on 2/3 for the following day. The guy taking our reservation stated they only have 5-8pm slots open. Since we had to bring our 3 children we set the appointment for 7:30pm. We had purchased an iPod 5 for Christmas for our 11 year old daughter and after just 5 weeks the power cord stopped working. We arrived for our appointment and were told we did not have an appointment in their system. The guy who reviews appointments said he would "take care of us". We waited from our original appointment time of 7:30pm until 8:15pm when my wife approached one of the employees telling them that other customers that came in after us were being served. Bare in mind we have a family if 5 with 2 young children and our 11 year old daughter was on crutches as we were made to wait. Finally, at about 8:20pm and only because my wife started escalating did anyone pay us any attention. Then, we were sent to the back to someone in the "Genius Bar" to assist us. They were not only helping us but other customers at the same time, which we felt was discourteous. The lady that helped us indicated she needed another 15 minutes to charge the iPod before she could test the iPod and power cord. Keep in mind, it took me 2 minutes at home to deduce that the power cord was the issue and needed to be replaced. At 8:35 the Genius Bar lady informed us the power cord was defective. We had purchased the extended warranty so luckily the power cord was covered. We finally left the Apple store tired, frustrated with our children agitated by the excessive wait. We've never experienced such a disappointing experience when it came to such an easy fix. You'd think you could walk in, share the warranty, someone would help and replace the cord in a few minutes. The staff in this store needs basic customer service training. While we understand the concept of scheduling appointments, which we did, the sterile, dispassionate approach of the staff made the experience painful. Here's a suggestion....hire a few more employees who can more efficiently connect with and address customer needs to eliminate excessive wait times. Very disappointed customers. read more

I've been to this location twice in the past two weeks, both times with an appointment. Both times I had to wait over 30 minutes before someone would talk to me. I was going in to help a friend get her cracked phone screen replaced. The first time we were promised that because the store was out of screens that the phone would be replaced for the the cost of the screen. When we returned the "genius" we met with was short with us, telling my friend she was lying to him about how she downloaded her apps because Apple was having a problem syncing them, and then proceeded to tell us that if replacing the screen failed.... That is if THEY RUINED this phone that currently worked fine..... my friend would have to pay $120 extra to buy a brand new phone. We tried to work with our "genius" and understand why if they broke the phone how it was her responsibility to fix it. He refused to try to understand our issue with the situation so we asked for a manager. The manager came over and instead of addressing the situation was defending the "genius" as if our problem was with him. She talked down to the both of us, treated the extra $120 as if it was nothing and we had the money to blow (note this was on top of the $150 it cost for the new screen), And made no attempt to answer our repeated question of how it was up to my friend to pay if they ruined her phone. We were so frustrated with how we were being treated that we left without fixing her screen. We then stopped at a Cellairis kiosk and was promised a replaced screen with a 3 month warranty for $149. The man working here could not have handled our situation any more kindly or professionally than he did. read more

Went in without an appointment needed to get a new battery in my iPhone. Very busy store, they had it replaced in less than an hours wait and I haven't had any issues with it since. Definitely think there should be more locations though because location is quite far. Good experience read more

Someone is using their number to robo call people in a scam, but they refuse to fix the problem. It is YOUR problem and has now become OUR problem. Use your billions of dollars for your 2nd rate company and fu%$ing fix it!! read more