Want to waste an hour or two of your time by talking to the most disorganized/in knowledgeable staff... then you found your spot!! I've been coming here since the beginning; when the store first opened. Back then, I gave them some slack bc the store was new, and I understand they carry multiple brands. Fast forward a couple years later, and nothing has changed. I'm not going to go into the details of each of my dozen visits over the years but they all follow the same gist. 1) enter store. Have no one greet you 2 talk to staff.. have them setup an appointment for you 3) at your appointment time, go up to every staff in sight telling them you have an appointment only to be met with a bewildered look 4) finally meet the employee who checks you in. 5) they make you wait in an area and say "someone" will be with you. Fun game. Count how many times they say the phrase "someone will be with you" 6) 30-45 minutes after your appointment time "someone" shows up 7) 100% chance this someone HAS NO CLUE about your issue or how to solve it. They are literally 0 for 6 on basic problems (from one drive to Microsoft office to Microsoft bands to laptops...) 8) count on them "solving" your problem by giving you 100% WRONG information. TL;DR. Don't come here. Save yourself and hour or two and just google your problem read more

Didn't care for this store. We were advised by somebody on the lower level to visit the 3rd floor for an immersive gaming experience as I had 2 young kids with me and it was supposed to be more age appropriate for them. We went up and were told we had to wait for somebody to help us with the chair. They were patient and waited. The kid was polite, quiet, didn't say much just sat my kid in the chair and helped her start the game. He just kind of stood there and folded his arms. My kid didn't even know how to shoot on this game and she asked and he didn't know either. He had to ask his coworker how to play the game. Ok fine. My poor review is actually due to another staff member who was on the 3rd floor who kept telling people to not sit at any of the gaming stations bc they were setting up for an event. Ok. Except he must've said it to like over a dozen people. He kicked quite a few young kids out who wanted to play on the computers. I told him it probably would've been a lot easier just to post a sign to let people know they couldn't use the computers bc an event was about to start instead of yelling at them. This smart ass told me they are a technology company and it would be impossible to post a sign bc that would involve paper. Ok moron, so post it on one of your hundred computer monitors. This kid had no clue how to speak to customers or children. I understand the kind of kids they hire are just young tech geeks but do yourself a favor Microsoft and hire some people with social skills. This employee came off as pretty rude. btw there are signs posted in this store this kid is a liar. read more

The MS service techs here will lie to your face. If your Surface is under warranty, by all means come here for help. If your Surface is no longer under warranty, replace it with a computer that will last and will be supported by the OEM. read more

The worst. Thinly staffed, can't answer some basic tech questions. Made an appointment and had to wait half an hour. Only two tech people and they helped a guy who had an appointment after me. If Microsoft is going to do retail, do it right. read more

I went in to have my Surface Pro keyboard looked at. My problem was taken care of immediately. There was very little waiting time.

Just had a great experience with Julio and Jimmy at Microsoft Store. I came in with a busted Microsoft Surface 4 and broken attachable keyboard, left with new Surface Pro and keyboard. It took longer than I expected, but both associates worked with me to fix my problem and send me on my way with (hopefully) better functioning replacements after speaking with the floor manager. Recommended to go early in morning when store opens, be prepared to wait a bit, and have a good attitude. Pleasantly surprised at my experience, and will be back again if I have an problems in the future. read more

Level of service is terrible... they take forever to serve you and when they do they are highly incompetent. I purchased a 2k laptop only to find out that there was not enough memory to hold the data I had on my old one which I had brought with me when purchased my new computer. I had to come back 2 days later to exchange the computer for a new one that cost me another 1.5k (to be fair they gave me 10% off but only after I got very angry... when I was there I had to wait another 2 h before they managed to finally serve me and I also asked for them to verify a data file on. When I came to pick up the new PC the next day they had not noted if there was any issue with. The file I had asked them to check and we had to go through the process all over again .... read more

STAY AWAY AND DO NOT BUY ANYTHING FROM HERE !! Bad store products and worse customer service, bought a 1400$ lenova laptop from this store that turned out to not only constantly crash and lose all my data, heat up and make loud noises ( even after bringing it for repair three times) but they would not exchange or refund me because it's not their *official product* and because i did not pay extra for their microsoft extended warranty even though The laptop already has a one year warranty but surprise !! they sold me one with an expired warranty and their SOLUTION was to pay 50$ to send the laptop to their center to analyze it which would take 6 weeks and if i needed a laptop during that time i could buy ANOTHER laptop from them and return it within 30 days till they can analyze my main one. If i knew this is how microsoft treats it's costumers i would have just bought an apple product, worst experience with a product ever !! read more

Microsoft sucks. My son signed up for 3 months usage of Xbox Live. He only wanted 3 months and used my credit card. After 3 months I notice that I was charged again for another 3 months. Apparently, Microsoft signed us up for a recurring charge without us even knowing about it. I contacted Microsoft to advise that we did not sign up and did not want an additional 3 month and would like a refund. They refused. OMG! Apple would NEVER do this to us. This is why I will NEVER purchase a Microsoft product again. When are they going to keep up with the big boys like Amazon and Apple and do what is right to keep the customers happy. I guess they are so big they don't need more business. I think what they did is to us is very deceptive and devious. I never thought I would be treated like this by Microsoft. Guess I was wrong. Stay away. Beware whenever you sign up for something with them using your credit card. read more

So I dropped off my surface a few days go because it was malfunctioning. The guy who helped me was super nice. He said they would ship it out to get repaired and then send me the fixed computer in 2-4 weeks. I was given a tracking number and kept checking it but it looked like the computer never left their store. After calling them for 4 days in a row in which they kept blaming fed-ex, it turns out they lost the computer because they sent it to the wrong address. So now they are telling me they will give me a new one (yay), but I have to come into their store because they can't ship it to my work (WTF!). Now I have to be computer-less for another couple of weeks because I have to travel for work and don't have the time to go into Manhattan to pick it up. FML read more

Satya Nadella seems to be steering Microsoft back towards relevance and mainstream appeal. Nice multi-level flagship in some premium real estate, with an interactive focus. read more

If a high tech brand buys back its own product for $14, it shows the value of the company. Nice quote for a Surface RT with retail box, keyboard and other original accessories in great condition. read more

I needed to do an online return in store and as I approached a customer rep it seemed like he looked at me with resentment asking in his head why are you bothering me. But he didn't actually distill bad customer service. He eventually redirected me to the support desk upstairs. I sat across an associate dealing with another customer with an online return. Yes the customer was a bit rude but at the same time Microsoft should loosen up their policies and empower their employees to be more flexible for better customer satisfaction. Anyway when she was done I thought I would be next in the system. She asked me if I was being helped by somebody else and I told her that I was told to take a seat and somebody will help me. She checked me in the system and didn't even find my name in the queue. What?! I would've been waiting for nothing! But she was nice enough to get that settled and complete the return for me in minutes. Great worker! 3 stars because I think Microsoft management needs to control their processes and policies better. I just got lucky I had a good associate. read more

It is such a nice place to explore the new Microsoft products. You can try the new Halo 55 Guardians game. I really liked the personalized Xbox One controller and bought one for my brother's birthday with the Japan flag on it. You can personalize your Xbox One controller by choosing a flag from over 36 countries and this way support your country's team. read more

Had a problem with exchanging an adaptor I purchased and before things got ugly Ray came in and saved the day... customer service #1, thanks Ray! Microsoft #1 read more

Absolutely terrible customer service. Would not recommend ever purchasing anything from the physical store, made that mistake and now cannot access customer support available to online customers but am just subject to this specific store. Employees will make false promises to get you to make immediate purchases in the stores, will only leave you utterly disappointed. No resolutions offered, they will just waste your time. Manager has a higher-than-thou attitude and will never acknowledge any wrong. The store might try to make themselves look like an Apple Store, but their customer service is nowhere near comparable. read more

Cannot believe the hours I am spending at this place. My time is money, spent over 5 hours and left w/issues still pending. Lousy customer service. Technicians need to have more & better training. 1 person keeps going off and leaves me hanging - worst purchase ever. read more

Went to the "flagship" Microsoft store and it was decently done. I'd advise Microsoft to (in the future) think about how they can create their own image and concept. The reason being, when you walk in, "Apple" immediately comes to mind, because the place looks like a darkened Apple Store. Service was great and attentive and the Dell Experience upstairs was pretty cool (as a side note, they carry just about every Dell product line here including business and server lines and Alienware). Maybe in the future, Microsoft should consider dividing the store into zones and letting all their major manufacturer's do "brand shops" in the way Best Buy tries to. Microsoft could execute it in an original way like they did with Dell and really set themselves apart from Apple. read more

Hey Apple! Do you hear something behind you? Do you see a big ole logo in your rearview mirror? Guess what...it's Microsoft! OK, so Microsoft is responding to the brilliant Apple Store concept with their Fifth Ave store and others. Heck, they even flat out stole the idea of pull down menus and, yes, Windows, from Apple to begin with...buuuut...they are upping their game in the area of customer support at this store, which is the point of this review. I bought a laptop, won't say which as this is not a product review, and had to return/exchange twice due. In both cases the specialists on the floor recommended replacement and did so cheerfully after discussing the issues and trying solutions. This past week I had to come back and they gave me a different make/model of device which was higher spec and new version, just for my trouble. This computer is fantastic. Special shout to product specialists Stone and Marieli for their care and enthusiasm. As a devoted mac user for decades I can confidently recommend giving the folks at Microsoft Fifth Avenue serious consideration. They have gone above and beyond for me. Thanks! read more

This is about in-store service: I took my Surface Book 2 in for repair (not their fault) in October. I have lots of experience at Apple Genius Bars throughout New York and, while they set the standard, the Microsoft store surpassed it. Frankly I was prepared for much much worse, but then again I never thought that Microsoft would reinvent the laptop. Anyway, the service was quick, efficient, friendly, and most important, understanding. Without my having to demand it, they recommended that they replace the machine outright since its issues weren't fixable on the spot.. Out came the replacement in five minutes. All of this is very smart of Microsoft because I love my tricked-out Surface Book 2 and replacing the system was a great way to gain my loyalty. read more

I called ahead and Todd said they had the new Surface Pro Pen. But they didn't, DID THEY TODD???

I have traveled a long way from Queens to purchase a Gaems portable game station. I arrived and a staff member helped me locate my item. Here is where everything took a dive. The Microsoft Flagship store honors a 10 percent Military discount "on select items." A really arrogant store manager... I think his name is James... Inturrupts the now almost completed sale to say "this item is not covered under the Military discount." That's when I said... "I did not selectively serve in the Military" and returned the almost $400.00 purchase. Anyplace I have shopped that has a Military Discount... just discounts all products. Shame on you Microsoft for being a false supporter of the US Military...and for hiring rude store managers. read more

Couldn't be happier with this new addition on Fifth. Bought my Surface 4 there. Then my Surface Book. Then another Surface 4 for the office. Nothing but knowledgeable, friendly people very eager to help - from the front door up to the service counters. At one time, I had a unusual problem with my account not being recognized by one of the machines: a whole bevy of people joined in to ascertain the problem, finally taking it in for a few days for lengthy diagnosis. It's now like new. Heading back there now for some accessories. Really enjoy the experience - and the unusual friendliness of the staff. I can't think of another establishment where one has an actual intelligent conversation - a real conversation - with someone "behind the counter." Great experience. read more

Customer service sucks! We were supposed to be help by a guy named Rody, who decided to take his time until the very last min they close. Like seriously. we rush our ass to the store. read more

I got a dvd stuck in my xbox drive and decided to bring it to the 5th Ave. store and after they worked on it for about 15 minutes the guy that was helping me comes out with a brand new xbox S with 500 g of memory!! He explained they "had to get a little rough" to remove my disk and slightly damaged the console. My warranty had expired and my old console had 200G of memory only. They were so friendly and helpful, these guys rock! Thanks for a great experience. read more

They sold me a piece of crap Dell laptop which crashes, has pop ups nonstop, and runs Windows 10 which is hilariously bad. Switching to Apple products after this experience since Microsoft can't make user friendly software to save their lives. read more

Every time I come in, it's a pleasure. I dropped my surface 3 off for repair and since they couldn't repair it for me and they didn't have a refurbished version readily available, they gave me a new surface because I can't afford to loose days without my laptop that I use for school. Although the wait was a little long because I went around the time that everyone is getting off work, it was worth the wait. The people who work there are assertive and organized. read more

The person who "helped me" was totally bored. Showed very little interest in helping me and said that I should search on the internet for a solution to my problem. He said that I should have bought a different computer. Great. I bought it there. read more

I walked in to the Microsoft store with a problem with my Surface without an appointment. I was shown upstairs and waited for maybe 15 minutes before Johnny did a basic check of my Surface to identify the issue and told me someone would be with me shortly. I waited another little while, and then Jevon G showed up to help me. He was one of the nicest, most patient people I've had the pleasure of interacting with. I ended up having to leave my Surface with the store for the weekend while they worked on it because my updater was broken and they needed to update and run a bunch of diagnostic things on it. I stayed for around an hour/hour and a half before I had to get going. Throughout the weekend, I had great and regular communication from the Microsoft team about what was going on with my Surface and the steps they were taking to fix it. Jevon G really went above and beyond to help me out and I'm so grateful. If anyone from the Microsoft store reads this, you should give him a raise because he is awesome and it was one of the best customer interactions I've had, period. The store itself is very cool too, with VR demos, cute little kids playing Minecraft, and lots of other helpful employees. Thanks again! read more

Don't pay for repairs, no updates and no communication. 48 hour repair and no word for 8 days. I have to call for updates and had to walk tech through the issues 4 times. Pretend to care Microsoft..especially after windows 10. How hard is it for customer service. read more

Several issues: My wife wanted a laptop that was on the Online Microsoft Store, so we expected it to be also available here... no. She wanted to look at another laptop but it was locked. One did not have internet connection. She went to another one and realized that you can not try anything immediately. Even weather app wants you to choose Celsius or Fahrenheit, and then type name of the city. She opened a few apps, did not even get to the main screen, and left. She we went to the phone section which is a 2 meter long table, Windows Phone "pushed aside" in every meaning of the word. She took a phone, scrolled up and down a few times and asked "Where can I type something?!". She tried Word but could not type anything. Then she opened a few other apps, which were not what she expected. It took her 20 seconds to return the phone on the cheap plastic dock which fell apart. It was just a bad experience. I suggest a user research. Bring a few people from the street and see where they give up. Guiding users through app functions is useful when you buy the laptop/phone, but for demo purposes people just want to see it, not to learn something new and to customize it. read more

Had a problem with my Microsoft Surface and couldn't log in. More on the issue in 2d paragraph. Made an appointment for service and went in today at the scheduled time. Was directed to Alfredo on the second floor. He schedules the techs, but apparently thought he could handle my issue himself. He started to address it, but misinformed me as to which account was my administrator account and which was the client account (I couldn't remember which was which), and as a result I kept trying the wrong password and couldn't log in. So Alfredo turned me over to Joey who is my new favorite person. Joey ID's the administrator account, had me sign in with my Live.com password (which I knew), and within seconds, was able to resolve the error that had prevented me from logging into my client (non-administrator) account. I was in and out of the store in 1/2 an hour, with full use of my computer restored and no files lost. So what was the issue? Apparently, there is a periodic error (potentially associated with windows updates) such that a client account (a non-administrator account) loses its behind the scenes connection to the main account on a computer. When that happens, on logging in, one gets the error message "Windows couldn't connect to the Group Policy Client service." Various websites suggest fixing that error by signing on as an Administrator and editing the registry, which I was reluctant to try on my own. Joey managed to fix the error from the Administrator account simply by accessing the client account sign in screen from the Administrator account, without messing with the registry at all. If I had dealt with Joey from the start, I would have given the store 5 stars. I took away one star because of Alfredo's initial wrong answer. The store itself looks beautiful. I didn't shop around for products, but if I'm in the market for something will definitely go back to check it out. read more

I would recommend that you not use the Microsoft Store because they are incompetent when it comes to repairing your computer. I made the mistake of installing Windows 10 on my laptop, because Microsoft didn't warn me it was not compatible, then started having problems, which I took to the 5th Avenue store to resolve on October 6th. They completely misdiagnosed the problem, and it began recurring again in November, so I took it to the MS store in L.A., which reinstalled Windows 7, but with a version my computer read as counterfeit. So I waste hours on the phone with MS tech support people who seem clueless until I finally get passed to someone who got me a product key that took care of the problem temporarily, but now it has started again. If Microsoft can't correctly reinstall it's own products, who can? I wasted $130 on a year service plan for this. read more

What a great place! The design is beautiful and very futuristic. Personnel is well-informed and very friendly. I loved the available product line up...you can touch and play with the products. I went home with a brand new Surface Book i5...I definitely recommend this place. read more

Microsoft's account recovery procedure is absolutely horrific if you don't have access to the email linked with the account. I submitted the form to regain access to my Microsoft account because I have an open Xbox live subscription that is being wasted and put at least 10 pieces of extremely specific information on it and it was kicked back by their automated system for not having enough info. I then called to speak with a representative because I know the quality of information I put down should be enough but after going through multiple "press 1 for this" phases all I got was an automated message that you can do account recovery online. The reason I forgot my password in the first place is that their security standards require so much ridiculous random characters to make a password that I couldnt use any of the 5 regular passwords that work for every other web account. There is absolutely no point to that level of security on my account to where I cant even access it myself. Terrible service. read more

This review is for the tech-support team that resides on the second floor of this Microsoft store. The second-floor tech-support team appears to be utterly useless for anything other than the most rudimentary of issues. Their combined knowledge base is extremely limited, and they are also largely and ignorantly unprofessional. I took my laptop to them with a problem, and after over an hour with them, my laptop was in worse shape than when I arrived. They know very little beyond the absolute basic, so there was a lot of guesswork and trial and error that created all sorts of new problems that did not exist before I arrived on their second-floor wasteland, which is seemingly bereft of knowledge and competence. I left utterly exasperated and frustrated, while the entire tech team arrogantly stomped around like a herd of blind, drunken elephants bloviating like toddlers that they had in fact done a stellar job. read more

Nice flagship store. More then enough staff to help you with anything you may need. from deciding what to purchase to help setting it up. Love my surface pro 4 read more

Like walking into a bad movie. I asked three tech people a simple question about the headphone jack on my Microsoft surface. None of them had a clue. I wanted to buy a Microsoft mouse 3600, a popular item. The NJ store has 100 of them on display. This store had one. I asked if they could get me one in blue, They told me it didn't come in blue. I pointed out that there was a blue one (no box) on display and asked them to check stock. It tool them about 30 minutes, During that time I watched their employees (who can be identified by their shirts) dancing to music in various parts of the store, Customers are waiting for help and these guys are dancing. When I tried to pay, the employee told me that my credit card was charged, then that it had been declined, then that his charge machine wasn't working properly. I finally took the mouse and located another employee who had a working machine. So the tech people didn't know tech. The salespeople didn't know how to find a mouse. And the pay person didn't know how to accept a credit card. And all of them were dancing. Unbelievable. read more