Apple UTC

Reviews

• PH

  paige hawkins

  4 days ago
  5.0
  I’m not someone who typically leaves reviews, but I felt compelled to share my experience after visiting this location. Overall, my visit was a mixed experience, but I ultimately left very impressed because of two team members in particular. When I first arrived, I was not informed that the technician handling MacBook checks would be multitasking. Clear communication is extremely important to me, especially in a customer service setting. Had I been advised in advance, I would have better understood the situation. Unfortunately, the lack of communication initially led to some frustration. However, Aero quickly stepped in and was incredibly helpful. He answered all of my questions thoroughly and engaged in genuine, thoughtful conversation. His professionalism and kindness made a noticeable difference in my overall experience. Later, when I decided to explore purchasing another Apple product, Jonathan assisted me. He took the time to ensure I fully understood what I was buying and carefully explained all of my options. He was sincere, attentive, and went above and beyond — even offering to help carry my items that I had. That level of authentic care and customer focus truly stands out. While my initial interaction fell short of expectations, the outstanding service provided by Aero and Jonathan more than made up for it. Based on my experience before Aero and Jonathan, I would have rated the initial service much lower, but Aero and Jonathan delivered five-star service and completely turned the visit around. Because of them, I will absolutely be returning to this location.
• SS

  Sara

  Feb 24, 2026
  5.0
  I am genuinely surprised this location has a 3.6-star rating because my experience was well beyond five stars. I would choose Apple UTC over the Fashion Valley location any day! I worked with a manager (I believe her name was Samantha or Savannah) who was absolutely wonderful. I was having a difficult time with a pair of headphones that were physically painful and dropping calls constantly. Instead of being dismissive or making me feel undermined, she approached the situation with incredible grace and empathy. She truly listened to my concerns and handled the situation with a level of professionalism that is hard to find. Because of her kindness and the way she values customers, I will definitely be returning to this specific store for my next Apple purchase. If you want to feel heard and respected, this is the store to go to!
• LC

  Liang chen

  Feb 19, 2026
  1.0
  Apple is getting worse and worse. Our family has always been loyal fans and we own many of their products. For the first time, we experienced an issue where an iPad’s touchscreen stopped responding in less than three months. This is clearly a lemon product. I purchased it last Thanksgiving during a Walmart sale as a Christmas gift for my child. When I went to the UTC Apple Store, they said they couldn’t fix it on the spot because it wasn’t a software issue and the hardware needed to be inspected. Since it comes with a one-year warranty, I casually asked whether the repair would be free—I just wanted to confirm. However, the female employee looked at me with disdain and said, “Since you’re talking about free, you should have purchased insurance,” and then started aggressively trying to sell AppleCare. Do I look like an idiot? Your product has quality issues, and now I’m supposed to pay extra for insurance to maintain it? Under normal circumstances, shouldn’t it just be replaced with a new one? She said that because I bought it from Walmart, she couldn’t directly replace it. But it’s still an Apple product, isn’t it? Is she indirectly telling me not to buy discounted products, and that Apple provides no protection for items purchased from other retailers—even though it’s the same iPad? She then said the iPad would need to be sent in for repair and would take about ten days. If they found any water damage or hardware damage inside, I would have to pay $299. She gave me a look as if my son must have broken it. That is absolutely not possible—there was no accidental damage. The iPad has always been in a protective case and shows no external damage. The touchscreen simply stopped working while it was being used. The iPad cost $326.17. Would she be willing to pay that herself? I am extremely disappointed with the after-sales service at the UTC Apple Store. In the past, Apple products lasted for many years. Overall, I’m starting to lose confidence in their products.
• YC

  Yael Cohen-Arazi

  Feb 4, 2026
  2.0
  Terrible customer service
• LS

  Lexie Stucki

  Jan 29, 2026
  5.0
  I had a great experience, I saw none of the rudeness or dismissiveness that some other reviews mention. Brought in a laptop that I spilled a drink on, no appointment, just as a walk-in. It wasn't too busy and they got me on the waitlist quickly (it probably helped that I came in soon after they opened). It did still take a bit longer to get seen than they said, maybe 25 min instead of the 10 I was quoted, but no big deal. I didn't get his name but the staff member that looked at my laptop was super chill and very helpful. Took it to the back, opened it up, ran some diagnostics. Concluded that it looked ok and I got super lucky, explained the possible issues that could still pop up later and what to do if they did, and sent me off free of charge. Saw other staff members attentively helping other people around me as well. Overall a totally positive impression.