Apple Lenox Square

Reviews

• MT

  May Tang

  2 days ago
  1.0
  For some context, I’m a college student. I came in October because my screen has criss cross lines across the screen and it has since I purchased it (I didn’t realize I had warranty so delayed coming here). I spoke to a man whose name I believe is Greg (tan man with glasses). The store was extremely busy, but he remained upbeat, kind, and empathetic. He had a hard time deducing what could be causing the screen issue and ran some tests. In the end, it was agreed that my warranty would cover a screen replacement and a screen was even ordered for me. However, I had multiple coding projects due and midterms coming up so I asked if I could come back Thanksgiving break. Greg said that was fine. He still ordered the screen just so the store could have it and use it for another repair. All the notes from this October visit would be saved and I would just have to drop my MacBook off. Today, I come in and am greeted by a staff who seems extremely stressed out with the volume of people. This is fine as they’re all human, but it becomes a problem when their attitudes become rude and their work is rushed and sloppy. The staff here should learn how to work under pressure, as Greg showed how to. (I didn’t remember the name of the man who greeted me…it starts with a K and he seemed very frazzled.) Luckily, my wait wasn’t long (This was a walk in so I don’t have any room to complain about wait times. I was unfortunately under the impression that because I already came before, all I had to do was drop off my laptop). Then, Doug (I think that’s his name, he’s a man with long dreadlocks) comes help me. He takes one look at my laptop and says it’s water damage and my warranty doesn’t cover it. That’s fine, but that just means my last visit was a complete waste of time. Whatever training this store gives is clearly inadequate if two employees are giving two completely different answers. Also, not to discredit Doug, but I’ve attached two photos: my laptop and laptops with water damage. Must have been some interesting water that spilled to have these neat criss crosses! Also, Doug ran zero tests, did not have a kind demeanor, seemed cocky yet unable to give a clear answer when asked and confronted about my previous visit, and was also visibly stressed about having to juggle multiple customers and it was definitely affecting his performance. Also, his pants were sagging (like to the point where you can see underwear), so I found it hard to take him seriously, lol. I assumed Apple would have a stricter dress code, but I guess not. I am now going to get a THIRD opinion which is absolutely ridiculous and stressful since my finals and final projects are coming up (so being laptop-less would definitely suck, and I wanted the repair to be done during Thanksgiving break). This rating is for Doug and whatever training and management is given at this store. Greg is very kind and more importantly, extremely professional. I am sad about my warranty potentially not covering this repair, but I wouldn’t be surprised if it was water damage. It’s just ridiculous that I go to the same store and get two completely different services. If it was water damage, then the first opinion should’ve never been given.
• SG

  Saadia Gooding

  Nov 11, 2025
  1.0
  Issue- Needed my IPad unlocked and wiped clean for use. After contacting Apple help desk, it was recommended that I go into the store for further assistance. Upon arriving for my scheduled appointment, I was checked in, then asked to have a seat. After waiting almost an hour, I noticed most of the other patrons were gone, so I approached the same gentleman that checked me in to remind him I was still waiting. FINALLY, a young lady came over to assist me. Granted she apologized for the wait but get this, she advised me that my appointment was cancelled!!! Yes!! I ton a deep breath and said to myself “Self, do not shoot the messenger”. So I thanked her for her honesty and she proceeded to assist me. We got the iPad unlocked but it was not wiped clean as requested. Mind you. I was the last patron in the store as it was already after 8pm. Stay FAR away from this location if you can help it!
• CM

  chase mcafee

  Nov 7, 2025
  5.0
  For starters, this Apple Store location has the friendliest associates I’ve ever met. One staff member in particular stood out to me during my service appointment and her name is Nerd. She is very attentive to detail and her customer experience is elite. Aside from the welcoming atmosphere, I would definitely recommend all my friends and family to visit this location for all services and repairs. Nerd for the win 🫶🏿
• QQ

  Quran

  Nov 6, 2025
  1.0
  I came here to get my beats headphones replaced since they broke. I had a warranty on them. This Apple Store location told me they could not replace them because “the new iPhone 17 just released and our Genius Bar is closed”. What kind of excuse is that and where’s the correlation? I did not feel like a valued customer. Every time I come to Apple at Lenox the lines are out the door and everyone looks frustrated.
• MD

  Mamta Daswani

  Oct 28, 2025
  1.0
  my son took his iphone 15 to replace battery but they ended up breaking his phone. No iphone 15 was allegedly available nearby. My son lives in NY and was flying out that day. we did not want him to travel without a working phone so we had no choice but to trade in and get 16 model but we ended up paying $445 out of pocket. We were not given any discounts or compensations whatsoever. The phone was only a little over a year old. It was working just fine but the battery life was 80% and we were only trying to replace battery for $99 but ended up with a lot of time wasted, so much stress, hassle and of course a whopping $445. ..Do not get your battery replaced at this store.

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