Apple Montgomery Mall

Reviews

• SM

  Shahriar Mansourdehghan

  3 days ago
  5.0
  Few days ago I was there, my phone had a problem and needed help and trying to find someone to help me,finally I found l kind lady who was very busy but she helped me by name ms. Senait and a gentleman ,too. I should say thank you very much for your service and support. Godbleesing you and your family as well.
• JO

  Josiah OnFire

  3 days ago
  1.0
  ***BAD EXPERIENCE AT THIS LOCATION*** I went to the Apple store today in Montgomery Mall, Bethesda, Maryland, USA. to pick up my order and to request a proper diagnostic. Upon arriving I explained to new rep that my previous experience with a representative named Josh was not satisfactory, as I felt a thorough diagnostic was not completed on my product and that I felt I was rushed through the service. the new representative began assisting me and attempted to troubleshoot the issue. He then went to the Apple TV section and started working through trouble shooting my old remote. Shortly after, the store manager, Gordon, approached and interrupted the conversation. His tone felt abrupt, confrontational and hostile as he asked his staff what was happening here and whether we were “educating” him(me) on the product. He also stated that there were many customers waiting, which did not appear consistent with the store’s actual level of activity at the time. I explained to Gordon that I had previously been rushed during my first visit with Josh and that I was again being rushed by him before a proper diagnostic could be completed. I had been waiting for a considerable amount of time like other customers and was hoping for a complete and fair assessment of my device. Gordon the manager then insisted that the representative should simply conclude the interaction and proceed to the next customer. At this point I felt discriminated because he did the same thing to another foreign customer behind me while I was waiting to be helped. Then when I asked about the escalation process, he confirmed he was the manager and stated there was no one above him. I expressed my understanding that, aside from store leadership, there is corporate oversight. He reiterated that he was the final authority in the store. He was on a power trip. He was abusing and overusing his authority in a way that felt controlling or unfair to me. Throughout the interaction, I felt his tone and approach were unprofessional and unnecessarily aggressive. I also felt there was a lack of respectful customer handling and leadership in the way the situation was managed, particularly in front of staff and other customers. I clearly stated to him that my goal was simply to have my product properly repaired, replaced, or addressed fairly on my second visit since it was not thoroughly handled on my first visit. I also shared that I found his interaction to be hostile and not aligned with the level of service. According to Apple’s Business Conduct Policy, Apple emphasizes honesty demonstrating high ethical standards in all business dealings and respect, which includes treating customers, partners, suppliers, employees, and others with courtesy and dignity. In this situation, these standards of business conduct were not upheld. He then changed his uniform, came out of the back door wearing a hoodie with his hat turned backwards, and stared at me in a way that felt intended to intimidate me before leaving the store. I have been an Apple customer for over 20 years, and I have not previously experienced this type of dismissive service and aggressive interaction. I am requesting that this matter be reviewed, including the handling of diagnostics, customer communication, and overall professionalism during interactions and services with future customers
• SW

  Sam Wanis

  4 days ago
  1.0
  The worst store ever .!!! Run by bunch of unprofessional!! Had to do 6 trips to get my phone fixed under warranty and no luck !!! Unbelievable!! Apple is gone and the service is trash !!
• FM

  Franchesca Hernandez Moreta

  Mar 20, 2026
  5.0
  I visited the store because I was having issues with my MacBook keyboard, and I was assisted by Else. He was extremely friendly and made sure to help me with everything I needed. Both he and his manager went above and beyond to assist me in getting a new laptop and ensured I was well taken care of. I had previously experienced poor customer service over the phone, but this young man completely changed my perspective. I left the store feeling very happy and satisfied! 10/10!!!
• AT

  Angie Tehrani

  Mar 18, 2026
  1.0
  3/27/26 Update: I spoke with the manager from that day, Gordon, over the phone. While he apologized for our experience, he repeatedly stated he would always back his employees and did not take accountability for his own behavior. He mentioned he told the employee she shouldn’t have stayed in the conversation, but maintained that he did nothing wrong. When I raised concerns that we may have been treated this way due to our race and my mother’s accent, he said he would “exit the conversation because that is a new allegation,” which I found inappropriate and dismissive. Overall, nothing was resolved. I didn’t feel comfortable speaking with him given how the situation was handled in-store, and when I asked to escalate the issue, he indicated he was the one handling it, basically leaving me with no choice but to interact with him. 3/18/26: I had an extremely disappointing experience at the Apple Store in Montgomery Mall and will not be returning. I came in intending to purchase an Apple Watch, but the level of customer service was unacceptable from the start. An employee at the display table was busy chatting and laughing with another customer and completely ignored us for an extended period. When I approached another employee to ask for assistance, she responded with a rude attitude and dismissed my concern, insisting someone was already helping—when that clearly wasn’t the case. Before even assisting me, she asked, “Are you going to buy?” which was both inappropriate and off-putting. She then reluctantly directed another employee to help us. A few minutes later, my mom calmly approached her and asked for the employee’s name (Devina) so we could provide feedback. Instead of de-escalating or apologizing, the employee became defensive and involved her manager (Gordon), creating a scene in the middle of the store. Both the employee and the manager handled the situation poorly. The employee repeatedly interrupted, contradicted what actually happened, and accused us of having an attitude. The manager then stated, “I will always take my employees’ side,” and dismissed the situation with “agree to disagree,” rather than addressing the issue professionally. This entire interaction was unprofessional and completely avoidable. There was no accountability, no apology, and no attempt to resolve the situation respectfully. If there are cameras in the store, I strongly encourage management to review the footage. I walked in ready to make a purchase and left feeling disrespected and frustrated. This is not the level of service I expect from Apple.