I get it, I get it - it was a Sunday (their busiest day ever) since Garden State Plaza closes on Sunday. I would like to give one star, but the only reason I'm giving two because the two people who were willing to help me were great. It's really unprofessional environment as no one asked my family if we needed help or acknowledge we are here after waiting 30 mins just standing around. They said they are really busy, yet all the employees are just standing around and talking to each other. We even said out-loud how we couldn't believe no one came by to help us, but the 3 employees next to us were busy talking so much that they couldn't even hear us. What if we had l questions? What if we wanted to purchase? But instead they all just walk by us, look at us, talk and hang around each other than helping us. Reasons why I gave two stars because FINALLY after 30 mins, someone (I wish I remember his name) asked us if anyone helped us yet. He was super nice & helpful. Although the store was "busy", he was able to make appointment for us and we had to wait 20 more minutes. The representative who helped us during our appointment was also helpful. We were able to purchase and leave 5-10 mins after. I just find it funny how a store like this doesn't acknowledge their customers. They could have easily lost a sale with us. It is very rude how no one wanted to help us. I wish I got the names of both employers who did a great job, but other than that my experience for waiting and getting help was stressful. I'm not sure who the manager was but based on how everyone is working, even the manager didn't acknowledge us and trust me he wasn't even busy. Most of them in the front were not busy even though they said it's their busiest day. One more thing - they also had an encounter with a sensitive customer who you can tell was having a bad bad day. They didn't provide him the service he needed due to how "busy" they were, yet they were able to make an appointment for us. I'm not sure why they couldn't help the young man. He really needed help as his phone was damaged. You can tell the young man was upset, he was crying, and desperately needed some guidance, but they rejected him. It was really upsetting to see and hear this. This is another reason why they have such bad customer service. I'm not sure if I will come back to this location. read more

This Apple store was even worse than Short Hills. I finally purchased an iPhone and the person was rushing me to leave to move on to the next customer. I don't want to say too much for fear they might recognize me from the review, but the salesperson was in a rush and rolling his/her eyes to get me to leave. I was in there for a total of a half hour. When I left I went to another store to look at some accessories and was warned that the sales people in Willowbrook were getting lots of complaints. When I purchased my phone the 5 years ago this was not the case. read more

I was at the store on Sunday October 30th. I was extremely impressed with the adviser a young man whose name was Chris( I think that and hope that was is name) although I live in NY I will go out of my way to buy at this store. Wonderful experience read more

Very efficient store. Staff is very friendly - especially when keeping everyone in order. The lines tend to be really long here - I went the day after a snow storm and it still seemed to be busy although the mall was dead. read more

I've never been more disappointed with apple and their staff at this location, I've been a loyal apple customer since the iPhone 3 and after this experience I will seriously look into moving on from apple. I came here because a friend who had their screen cracked noticed mine was too and they came here got it changed for $30 because they had apple care which I have so I decided to schedule an appointment to have my screen replaced. I came in 15 minutes earlier so I can be seen on time, I first walked to the guy with the laptop. He looked for my name and said he can't check me in until 5 minutes prior to my appointment, so he suggested I sat down and wait while he checks me in. Which is understanding, so I did. My appointment was at 3pm.. Jay didn't come to help me until about 3:15pm.. I didn't let it bother me so he began to ask me what my issue was and I explained he first took out my SIM card and had me unlock my find my iPhone then he connected it to check to see if everything was fine which he said it looked like it was. After, he began to tell me my total will be $150 which is when I began to explain that I was told that it would be much cheaper otherwise I would've gone to my carrier because I have insurance protection. It is when his whole demeanor changed and told me with a nasty attitude that well they will give me a refurbished phone so it's not the same and I told him well this was already a refurbished phone that apple had gave me before so it was okay but thank you and I left. The minute I stepped out of apple I began to turn on my find my iPhone my phone froze and the screen went blank. I figured ok perhaps it froze.. I gave it a few minutes but nothing. My phone screen was black and nothing was working.. I was still in the mall so I decided to walk back to apple to explain my problem to the guy with the ipad ( which now was a different guy) he gave me smirk and told me well it's your screen and there's nothing we can do besides change your screen once you pay the $150. How convenient that once I decided to report my screen cracked and not change it there my phone stops working when it was 100% fine before I came to apple. And the screen wasn't destroyed, it was a minor crack. Honestly, I work with customers all the time, and I understand policies but this was ridiculous and to make things worse the staff wasn't empathetic to my situation. If I ever have to come to apple again (which most likely I won't) it will most definitely not be this location. read more

Apple sucks...my phone died a few days before the iPhone X was available so I was forced to biy a new phone...now there is no trade listed in for the iPhone8. I'm so tired of Apple and their planned obsolescence! After buying almost every iPhone and after Apple contributed to ruining the music business with streaming...it's getting clear that they are a worthless company that is completely devoid of customer service ans out of touch with who their customers are... read more

Absolutely the WORST customer service. With all the challenges being faced with COVID you would think that businesses would be appreciative of customers. read more

Gave my phone in to have my battery changed, when i went to collect the phone my sim card wasn't registering as the screen displayed "no service" A Employee named "Kimmy" attented to my issue, and took my phone to the back and when she came out she said there is nothing wrong as she has to be able to duplicate the issue with another phone to diagnose the problem, she basically took my sim card which was working perfectly fine before and put it into another phone and it didn't work then either which is obviously duplicating the fact that my sim card is not working after i gave my phone in. However she just kept trying to wash her hands clean and coming up with excuses and was really rude and unpleasant through out the whole experience long story short i paid $80 and walked out with a non functioning phone and a ruined day wouldn't recommend her or this store to even my worst enemy, there are plenty of other stores with wonderful apple employees avoid this one ! read more

Go to another Apple store .. service is horrible. Had an appointment for screen repair , spoke to a customer representative prior to going to make an appointment and that I'll get the phone back same day .. I go there and they say they can't do it . This store has consistently been below normal Apple store experience. Go somewhere else for better service read more

OK - my name is Pamela not A KAREN. However after waiting patiently for 1 hour and 30 min, we were brought into the store where we watched people who came in after us get service. Beyond acceptable, when i inquired the employee looked at me like a deer in headlights! God help him in life! I was there for my daughter, but was actually considering about switching to an Apple Home, now that is never going to happen. read more

So what to say? I was helped by multiple employees but two stood out. Lauren and Jay (Jamil) pardon me if I spelled it wrong. Amazing customer service, fixed the problem quickly, so polite, energetic, knowledgeable and extremely helpful. Thank you. read more

I thought I reviewed this spot a while back.....? I guess not. I went to give my lovely MacBook Pro a checkup since my warranty expires in Jan. Before I showed up to the store, I checked for available appointments the following day on the website. It's really easy and it beats going there, having to wait, or for them to tell you "you need an appointment". The best part, is actually getting helped at the exact time. The Genius helper was friendly and knew her stuff. I let her know that my laptop charger stopped working randomly. Initially, I was about to purchase a new one ($80) but because I have AppleCare (you need this AppleCare) it was covered! Any damages to your phone, laptop, etc. the AppleCare handles them (individual plans). My parents also purchased an iMac/phones at this location and the processes have been smooth. Most of the workers are cool, you have a few that will just pretend you aren't there so they can keep talking about how cool their iPhones are but ya know you get that everywhere. Most of the times that I have been at this spot, I've been helped and if I ever have any issues, the Apple hot line is also great! read more

I hate going to the mall - particularly the Willowbrook mall. But this was a matter of dire importance. My Iphone (*GASP*) was dropped, on linoleum, in my work-place bathroom. The screen, although not cracked (how this is possible, I haven't a clue) appeared to be re-enacting that famous scene from Poltergeist. Did not make an appointment, and this was a Thursday afternooon, around 3:40 PM. They got me in and out within an hour. Success! Staff was very, very helpful and friendly, without being pushy. Willowbrook Mall, wish I could give you the same props. read more

Visited this location while on vacation visiting family in Jersey. I've been dying to get the iPhone 4S for the longest time to help me better organize my business. We happen to be shopping in the mall and voila there's an Apple Store in here! I had excellent customer service from the moment I entered the store. They also didn't let me leave until I knew how to comfortably maneuver through the phone myself. 3 weeks later, let me just say I like totally OMG like super duper freakin' love my iPhone! Totally worth the cash money.. Great if you have a million important things going on at once. read more

Too long of a wait, even if they are not busy they still make you wait. I even did an appointment still had to wait almost an hour for someone to actually help me. I rather go to the garden state mall where they are much faster so I don't have to waste time. read more

I honestly was sooo embarrassed in front of my little brother today by the way the customer service rep spoke to me. We all know the products are iffy however I felt sooo disrespected by the customer service rep. I was so happy to see a manager who had some sense read more

When one of my precious, electronic gadgets goes on the fritz, the last thing on my mind is contact technical support. Why you ask? Because I don't like waiting on the phone, I don't like when there is a language barrier and both myself and the tech agent, don't understand each other, and I don't like how after all that waiting (and troubleshooting) my issue is still not resolved. So I try to avoid calling technical support at all costs. So while I was charging my MacBook Pro and surfing the web, I noticed an ominous symbol next to my battery icon that made me nervous. I clicked on it and the error message "service battery" was shown. *Le sigh!* After doing a little research, I realized the error message meant my battery may be defective. After a couple of days of thinking and becoming a bit worried, I decided to give the Apple Store in Willowbrook Mall a call. Hey, since I paid for the Apple Care warranty on my laptop I figured why not get my money's worth. I called a little after 10am and the Mac employee told me their earliest appointment for that day was 11:20am. I told her to sign me up. I got ready, drove to the mall, and got to the Mac store about 11:10am. The staff there were friendly, store was clean, and I made sure to look straight ahead and avoid looking at any Apple merchandise. You got to admit Apple makes some great products and I didn't want to be tempted lol. Anyway, a Mac Genius named "Doug" approached me, he introduced himself, and asked me to follow him to the technical support area. It was also nice that he helped carry my laptop. He was very professional, knowledgeable, and and friendly. After a couple of diagnostic tests he determined that my battery was indeed defective and to replace my battery would be at no cost to me. On the outside I kept a cool, calm demeanor but little did Doug know, I was doing cartwheels on the inside lol. Doug saw they had my battery in stock and after five minutes he replaced it. He performed another diagnostic test just to make sure the issue was resolved and indeed it was. I signed some paperwork and thanked him for the great experience. It was very painless. If I ever have another technical issue with my MacBook Pro, I will not hesitate to make another appointment with this Apple Store. They're great! I wish all tech support operated this way. read more

Although I hate visiting this store because of the lengthy stay, this is definitely my favorite location. The staff is friendly and quick you do have to remember to make an appointment or else you'll never be seen. I came here yesterday to repair my phone screen and my technician was named Sheid or something along those lines. He was super helpful and answered all of my questions. I stayed to watch a class on the iPhone camera and special features which I highly enjoyed. read more

Every time I visit this Apple Store, I have no complaints/problems especially for a Monday@ 8:30 p.m. Fallon was very friendly and attentive to all my needs. Service in and out even without appointment. Hey you can't go wrong by going to the Apple Store. Ask for Fallon, she rocks! read more

Apple Willowbrook - Yep, I'm at the Apple Store in Willowbrook....The tech's are thus far attentive to all of my needs. - Computers Near Me - Wayne, New Jersey

Got great service from Sharock at this store. Very patient and informative without being obsequious. Set-up folks are not as warm and fuzzy. Got what I needed. This place is located not too far from Macy's but the closest entrance is near the Cheesecake Factory. Go straight in, turn right at the center hall, and the store is the second unit on the left. read more

Great experience at this store today. I've been having a frustrating time trying to charge my iPhone 6 due to a dirty charging port. This morning, no matter how much I wiggled the cable my phone would not charge. So I took an emergency trip to get a new replacement battery for the $29 special price (available till Dec 31, 2018) and to get the charger port cleaned. It was a busy Saturday. I scheduled the appointment in the store. They text you when its time for your Genius appointment so you don't need to wait around. It was 40 minutes before I had my appointment with Ashley for the Genius appointment. She was fantastic. Welcoming, friendly attentive service, and knowledgeable. She confirmed that my phone would be ready for pickup in one hour. When I picked up when phone, the person who I dealt with was also welcoming and friendly. I can now charge my phone instantly now and they even cleaned the glass on my phone plus the head phone port. Best part, my only charge was for the replacement battery. I've been to this store before to buy a new lightening cable a couple times. Everyone in the store has always been welcoming and courteous. I would highly recommend this store location to others for a great customer service experience and a friendly/knowledgeable staff. The store may be busy but they have loads of sales reps ready and willing to assist you. Added plus is you can wander around the mall or food court while your waiting for your repair to be completed. read more

I live closer to Rockaway store but travel to the Wayne location for this simple reason: I'm treated like a welcome guest ... the volume in this store is tremendous but they still manage to be courteous and patient with everyone ... I purchased in this visit an Apple Watch and before leaving I was set up. It's nice to have the demand but rockaway could use a lesson that it's not just about the mighty buck but building and trust with your guests ... keep your indifference ... to the Morris county residents ... make the trip to Wayne .. it's worth it read more

Worst customer service ever. They give you time slots that make no sense and are very rude when you have taken hours out of your day waiting in line. You would think they would have the decency to take care of paying customers. read more

Stopped in to check out the new Mac books and the new iphone 5s. I already own the iphone 5s I got it the day it came out but I wanted to check the new champagne color and silver color iPhones. The store was extremely crowded with people most milling about playing with the many displays of apple products. read more

The people were friendly but the whole process stinks. I only wanted to replace my cracked screen and it took 3 hours for them to tell me my phone had to be sent out for further diagnostics. My wife was here to get a laptop fixed a week ago and had a similarly miserable experience. I'm definitely not using apple for my next purchase. I'm afraid apple is no longer cool, cutting edge, or fun to shop for. I hope they figure out something soon. read more

Appallingly unhelpful and misinformed sales staff. I've shopped in dozens of Apple stores before and never had anything less than a good experience. Here, however, a salesman misinformed me about ability to pick up product that showed as available for pick up in the same store - he said I wouldn't be able to get it or no time soon; luckily I didn't listen. Another sales person came up to me with a bizarro comment without taking any interest in what I needed. read more

I am not impressed with the customer service from this Apple Retail Location. My iPhone 6 bent and contrary to Apple's press release, they would not replace my phone. This is clearly a design flaw that this store would not recognize even after I showed them Apple's recent press release. This was very disappointing and I will not be back to this location even though it is the closest one to my house. I will make the extra journey to garden state plaza from now on. read more

My phone broke due to a hardware issue that all iPhone 7s have apparently. Verizon told me all costs would be covered by Apple, given it was their mistake. I get to the store and I'm told my phone is not fixable, and I will have to buy a new phone at full cost. No discount. No trade in. I am forced to pay full price for a phone, when I kept such good care of my 7 knowing how much phones cost now. I told them "thank you, I was already a starving artist but now I really, definitely will not be able to feed myself." Thank you capitalism!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

If I could give zero stars I would. That's how bad this place is... actually the people who work windows have more knowledge than their "superiors". Go if you want to have a laugh however do not, I repeat DO NOT EXPECT TO GET THE HELP YOU NEED AND DESERVE. Absolute trash. read more

I've always been treated well by the Genius guys. Yes, it is crowded but what apple store isn't. I find them to be very helpful with all my products. My appt was at 11:30 and I was taken right on time. I was warned ahead of time that what I was looking to do would take 45mins. Took about 30 mins and now my laptop is running faster. Well worth the trip. read more

They are awesome and Apple consistently produces outstanding customer service. I bought a leather case that began to smell of marihuana. Sounds strange and they gave me a brand new one. After a month, the same thing happened and I went back. They gave me store credit and did not have to. They really went above and beyond and no, I don't smoke marihuana nor was my case around it but the odor began to get stronger from each case. Maybe something with the black one? I found something online with some expensive Herme's handbags doing the same thing. In any even, they are great and so is the company. read more

To me, Apple stores have lost there luster since Jobs went to the great beyond. This is a pretty small location so no real awesome classes like in SoHo or the 5th Ave locations in the city. I would like to see more demos of 3rd party apps and accessories. I was here recently without an appointment, and like clock work they didn't have space to help someone out who isn't an attractive early 20 something female. One of the guys on the side was able to quickly tell me what was up with the phone but the repair would require me to come back in the morning and wait 2 hours for a battery replacement on my iPhone 5. I decided to take it my verizon wireless location and trade it in for a 5s. Way better outcome since I had the upgrade! read more

The scheduling of appointments needs to be more efficient and transparent. I schedule in advance, but have NEVER had an appointment start on time. It appears walk-ins can get priority just by complaining loudly. Once you do get a representative, the service is good to excellent - but the scheduling of resources seems haphazard and chaotic and is not at all transparent. With all the displays available, one would think Apple would display a scheduled and waiting list and expected wait time to service if in fact scheduled times are not going to be met.. read more

The Willowbrook Apple Store is always impossibly crowded for me. And not with "serious" shoppers - there are usually groups of kids or teenagers crowding the tables and playing with all of the gadgets. I mean that's what they're there for, but it's just so loud and so crowded that I try not to go inside unless I really need something. Once I do manage to get inside, the staff is as friendly and helpful as ever. So if you happen to be in Willowbrook on a weekday (before school gets out), you're in luck! This is a great store. read more

After hearing horror stories of people waiting hours to be helped at this Apple Store, I made an appointment online. At my first attempt the earliest appointment was in three days and I had been hoping to get one that afternoon. A few days later, I tried to make an appointment again, and was able to get one that worked for me. Clearly, the store is very busy and has limited time slots. Being helped promptly at my appointment time is the only reason I am giving the store two stars rather than one. My iPhone 6 (which was a year and a half old) had broke and it was no fault of my own: the home button, Bluetooth, GPS, and WiFi were all failing me. I explained this to the apple associate or "genius" and he did not care. Apparently my iPhone deserved to break since it was not the newest version of the phone. My iPhone could have exploded in my face and this man would have told me its because I need to upgrade. These Apple employees are supposed to troubleshoot and give you the options; that's what makes them "geniuses". Instead, this genius was behaving like a used car salesman. He then began to explain to me why I should purchase my new phone, something he decided I was doing all on his own, at the apple store rather than the Sprint Store. His main reason, and it was a trivial one, was that the Apple store always has the phones in-stock. THIS WAS A LIE. My friend had just traveled to two different Apple Stores because the Wiliowbrook Mall Apple Store WAS OUT OF STOCK on the phone she needed. Needless to say, the apple store was a waste of my time and will certainly be a waste of yours. read more

I was here on 09/24/2014 around 9:15PM. I understand that they were gonna close in 15 mins (9:30PM), but I just really wanted to ask a quick question. This person was not a genius, just one of the salespeople. After seeing me, he continued his chat with someone who seemed to be his friend from what I overheard, instead of paying me any mind. Ok, no problem. I waited. After she (the supposed friend) left, he started texting on his phone, still ignoring me. I excused myself to interrupt him and asked him my question. He couldn't help me, which was sad to me, but what can I do? However, what really ticked me off was that at the end, before I was even done talking, he started looking down at his phone AGAIN and typing away. (I hope that he's a secret agent who's having really important stuff to do instead of finishing a simple conversation. In all seriousness, if he was doing something for the store and being timed doing it, please explain, and I will retract this review. However, his phone looks like a regular iphone 5, not an apple checkout iphone with a thick attachment in the back) Apple executives, if you're reading this, check the cameras, I was wearing an orange shirt and in the middle part of the store around the time stated above. And pls note that If I really want this kind of off-putting, borderline rude customer service and no-can't-do attitude, I would've gone for a less expensive phone, laptop, desktop and tablet. This store deserves ONE star for today's service. However, all the other times that I visited, the store was not so bad so 3 stars. Well, just chalk it up to the IPHONE STRESS. read more

Being clumsy and forgetful can be a recipe for disaster when you own an iPhone. In the past two weeks, I've cracked the screens of two phones (yeah yeah, I'm a mess) and for my second damaged phone, I decided to go to Apple to replace my screen. Turned out my phone didn't just have a cracked screen, but it had other internal damage, which meant that I needed ANOTHER iPhone. I'm not a baller, so I was pretty bummed out about the news. Joslyn was assisting me and I let her know about my string of bad luck with iphones..I also kept it real and was like, "I'm not buying another phone. I can live with a cracked screen." Joslyn was not only helpful but super understanding. She decided to give me a new phone at a great discount and even helped me with setting it up. Mind you, I had the last appointment for the day, which meant that when this was all settled, the store was already closed. It's refreshing to have such great customer service and to feel like someone's looking out for you. I was waiting at the store for a little over two hours, so I was able to talk to the other specialists and everyone who I spoke to was really nice. They even let me try on the new iWatch! I felt like a boss for a sec, but then reality hit. Anyways, this is a great apple store with incredible customer service. THANK YOU! :) read more

Came here when I got a new iPhone and it turned out it was already defected and needed to be sent away for further testing. I was able to get a new iPhone in place of the other one. The sales members are so knowledgable and nice. They usually greet you at the door and are eager to help with whatever issues you have, or send you to someone who specializes in a certain technology issue. The only annoying thing is the wait can be pretty long to even be seen. Best to go early in the morning if you can. read more

Yes it gets crowded. It's popular and provides a comfort and maybe even necessity. I've gone in for several Genius Bar appointments now and have been very impressed by the professionalism and willingness to help. As long as I make the appt I'm good and don't have to wait long. Shout to to Anthony who has been a great help! read more

There were 2 things that made my visit outstanding. 1.) When I came in to check in I ended up showing up 15 minutes late to my appointment due to being stuck in traffic and they still honored my appointment and I barely waited 5 minutes for someone to help me. 2.) Lance who helped me out with my MacBook Pro was fantastic. Not only was he able to figure out what the issue was and explain exactly what happened but able to provide a solution as well. I highly recommend this location and Lance! read more