Apple Masonville

Reviews

• SA

  Sindyan Alsadaani

  3 days ago
  1.0
  Extremely disappointing experience with Apple. My new iPhone 18 was constantly glitching and freezing, so I brought it into the store. They did a software reset, which deleted my apps and forced me to set everything up again, but the phone continued to glitch even after that. When I went back, they didn’t have my model in stock. Apple Support online was just as frustrating. I was repeatedly given conflicting information, told a replacement would be shipped, and instructed to prepare my phone for shipment. I followed their instructions, which put my phone into a mode where it could no longer charge past 80%, only to then be told that the replacement could not be shipped after all. Some representatives also ended conversations without properly resolving anything. I also received completely conflicting information about my trade-in value. One person told me it would come as a gift card, while another said it would go back onto my card. Nobody seemed to know the actual answer. While I was in the store, I even overheard an employee telling another employee that they were being “too nice” to customers and needed to be harsher so customers wouldn’t take advantage of them. Hearing that conversation in the middle of the store, in front of customers, was honestly shocking and really added to my negative experience. The one positive was Amir, who was genuinely kind, patient, and helpful. He was the only person who made me feel like I wasn’t the problem and actually listened to me. After days of unnecessary stress, I eventually got a new phone, but the entire process was far more difficult than it should have been. I expected much better customer service from Apple and left extremely disappointed.
• NN

  Nayeema Nusrat

  Sep 23, 2026
  1.0
  If I could give this Apple Store zero stars, I would. I went to this store to have an iPhone battery replaced. During my first visit, I was told I needed an appointment, that I had to stay while they repaired the phone, and that I would need to pick it up once it was done. One of the associates told me the repair would take approximately 15 minutes. I booked the appointment and returned at the scheduled time. I was then told it would take almost 2 hours. I came back at the exact time they told me it would be ready, only to be told it was not done and to come back in another 30 minutes. I returned again after 30 minutes and was asked to wait even longer. After being sent back and forth three times and waiting for more than 3.5 hours, I was extremely frustrated and asked to speak with the manager. The manager then explained that they had run into issues while replacing the battery, including problems with Face ID, and that they were working on fixing it. At that point, after already being sent back and forth multiple times, even the manager’s explanation seemed like a bunch of nonsense to me just to buy more time because they could see how frustrated I was. After making me go back and forth for more than 3.5 hours, there was absolutely no accountability. Instead of acknowledging that the communication and time estimates from their side had been completely inadequate, the situation was basically explained as the process simply being lengthy. There was also no compensation or any meaningful effort made for the amount of time I had wasted. I spent more than 3.5 hours there for a repair I was initially told would take around 15 minutes. If I had been told during my first visit that the repair would take hours, I would have scheduled the appointment accordingly. Instead, I was given incorrect information about how long the repair would take. The problem is the poor communication and the repeated inaccurate time estimates. If they knew it was going to take longer, they should have told me instead of repeatedly asking me to come back in another 30 minutes. What is especially frustrating is the contrast between sales and service. The moment you walk into the store, multiple associates are ready to approach you when you are looking to buy something. But when it comes to actually providing service, the experience is completely ridiculous. They do not respect people’s time. If you are going there to buy the latest iPhone, you will probably get plenty of attention. If you need a repair, save yourself the time.
• MS

  Mairi Shewfelt

  Sep 21, 2026
  1.0
  Awful. I have a iPhone 17 pro max. Less than a year old. It continues to have numerous problems - sticking on a page, heating up and then going with a dark screen. They factory reset it last time when they replaced the screen. Lost photos etc as it was factory set so things saved to the cloud did not sync. The Genius Bar manager insisted it wasn’t a hardware issue so no new phone. It was a software issues and they couldn’t fix it. They would refer me to the ‘SUPER’ Genius Bar who would call me. They never did! Horrible customer service. It is chop center where you’re in and out and they clearly get bonused on how fast they get you in and out regardless if they fixed the issue. There was nothing GENIUS about my experience. Subpar at best. My next phone with be a Samsung. I am so tired of Apple’s poor aftercare service.
• AM

  Ariel Mejia

  Sep 19, 2026
  1.0
  I don't think there is any excuse for making someone wait over 20 minutes just to pay for a cable; it’s disrespectful. Furthermore, the person handling payments—who looks at you with disdain, judging whether you’re a local or a foreigner to decide whether or not to take your money, all while keeping you waiting—is incredibly frustrating. I couldn't get his name, but he was the one wearing brown cotton shorts. Honestly, I hope this store focuses on hiring people with a better attitude toward customer service. There are many of us Apple users who visit Apple Centers to buy products regardless of our background, and our time is valuable; store employees should be more respectful of customers' time, as well as their origins or race.
• LC

  LA C

  Sep 10, 2026
  1.0
  I was in your location today approximately 12 noon September 10, 2026. I came in with a specific purchase in mind and I have to tell you there was two young men who approached me store employees and I was never so disgusted with the verbal language and treatment that I received between the two of them. I nearly walked out with nothing had it not been for a young lady who was working whose name I cannot remember I would have done just that. She came along at the perfect time. She was nice polite, extremely helpful. Unlike the two young men who were there who did everything they could to drive me out of the store until next Friday and then oh wait we might be really busy so blah blah blah and so the story went on. They should be ashamed of themselves and they should not be customer service representatives if they can’t be helpful, friendly, polite, and courteous none of which they were. It took everything I had to get them to walk away from me and leave me alone. I did not come in there expecting to be badgered so much between the two of them they were just a pair of bullies to be honest. I don’t know if they work off commission there or not I don’t really care, what they did to me was absolutely wrong, knowing that I could’ve gone anywhere and made that purchase, but I went to your store. If you would like to have information as to who these people were and who the very nice and kind and helpful ladies who helped me because there were two of them then you sent me an email back and I will be more than happy to tell you exactly who they were and what they did. As a senior, I never expected to walk into a store and be so perturbed and pushed so hard like my money not good what is wrong here? Why are they turning away? A customer you have product it might not be exactly what I want that I see but to take the time to explain to me nicely. This is what we have available and this is why and I was able to make my purchase through the young lady who was that helpful. My choices were not fantastic but again it beats waiting till next week and paying an extra $200 for the same product. Oh wait no that is the next level up. It’s odd because you had exactly what I wanted not the band I wanted, but the Watch product that I did want. I have my receipt and I will keep it and give you every opportunity to get in touch with me one way or another. Management should be aware of what these two young guys are doing driving customers out the door shame on them. I’m pleased with myself that I did not lose my temper and that I patiently or impatiently, however you wish to look at it waited until someone else came along, who was more than willing to help me. They need to find another job she on the other hand should be a supervisor. !!!

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