Apple Downtown Brooklyn

Reviews

• CH

  Chi Yu Han

  2 days ago
  1.0
  Extremely long wait time for Genius Bar repair even though I made a reservation. Plus the first time they didn’t have what they need to fix my phone, so they made me to come in a second time, promising I will not have to wait . I still waited for extremely long when I come back for a second time, then they didn’t even fix my phone successfully. And they’re now making me to come back for a third time cuz they order a new phone for me, let’s see how the third time goes.
• JF

  Jameelah Fine

  Apr 1, 2026
  5.0
  Came to NYC for my birthday and ran into a whole situation 😩 My Face ID stopped working after getting my makeup done, and I couldn’t reset it because of Stolen Device Protection. But Kate and Brianne were AMAZING. After spending 5 HOURS, in the store, they stayed patient the entire time, and didn’t give up until they found a solution. That kind of dedication and customer service is rare—they truly went above and beyond and deserve real recognition for it! 🙌🏽💯 Thank you both again for finding a solution, sympathizing with me, and providing extraordinary customer service!!! 💖
• ED

  Ewan Drummonds

  Mar 29, 2026
  1.0
  Dear Customer Relations Team, I’m writing to share my disappointment with a recent warranty experience. While the in-store associate was kind and professional, the overall process felt rigid and unhelpful. My AirPods, purchased through Amazon, failed under warranty due to a clear hardware issue. I was told my only options were to ship them out and wait or purchase a new pair and return them later. As I rely on them for work, this was highly inconvenient. Despite explaining this, no flexibility was offered. The experience felt policy driven rather than customer focused. I was so disappointed I started crying. There is no humanity at all and I know I'm only one customer so it's not important to the store. It's truly heartbreaking when corporations get this large that a customer loyalty doesn't mean anything.
• NN

  N

  Mar 22, 2026
  1.0
  Somebody scanned my QR code at 1130 told check in, and I’m told to wait at a specific tree. At 45min I check with staff, who say I was bumped off the list. They say I couldn’t be found. I waited where I was told, but nobody approached me. I only heard one name “called”, the man basically whispered in the din of the store, and the name wasn’t mine. So they put me back on the list, I wait another 15min. I end up approaching another staff member, who reaches out to the manager. The manager apologizes and says I’ll be next, but others who arrived to the assigned tree after still get serviced first. The manager then says a specific employee will help us when he finishes with another customer. Maybe another 10min later, he approaches. After a some time fiddling, he says he is going to check in with another customer. When he returns he tries some more before he says the product is obsolete. There were calls with customer service that never said that, who said come into the store. During all the waiting, I overheard some staff conversation about apple tv products, which caught my attention. It was mentioned their difficulty, and “If it’s not him, I handle it”, followed by “They must’ve left”. Seriously? Who left? The staff that should’ve helped, or me who needed help? The guy mentioning it had been in my view the entire wait. Twice I had to approach staff, and not once was I approached, or had a name called
• GZ

  Gavin Zhang

  Mar 14, 2026
  1.0
  SCAM ALTERT: they intentionally fail the test in front of you to force the repair. This place is the infamously worst apple store in NYC for a reason. The staff did the touch all screen test without looking at the screen at all and said it’s faulty (which gonna cost $400). He Hardly refused to do it again even though it just takes 2 min. Then I point out he is not doing the test proper way. Then he straightly ignores me and starts complaining to his friend in front of me and left without any explanation. I asked other staff to help but they just said not his business. He insist there will be no difference no matter how many times you run and make the test fails again in front of his manager while his manager easily passed it on her first run (screen touch test can be easily failed by skipping some point when you touch it). But his manager NEVER DO ANY APOLOGY despite seeing her staff intentionally failing the test in front of her. Instead, she did: 1. Accuses me of insulting her staff because she thinks pointing out that staff didn’t do the test in proper way is offensive (even though it’s the fact). They can do it wrong, but I will be offensive to pointed out is just ridiculous. Guess she thinks what I should do is pay 400 bucks for their mistake. 2. She claims that since I feel occasional screen malfunction, the test result doesn’t matter, and I am wasting the time. To me this is just making another excuse. They never realize there is any problem deceiving customers and I hardly doubt there will by any consequence to this irresponsible staff. So, they will certainly do this scam again and "repair" many "faulty" parts with the crazy highly profitable apple price for anyone not watching their test closely or not know too much about electronics. ALL THEY CARE IS MONEY AND ALL THEY DO IS DENY RESPONSIBILITY AND ACCUSE YOU. There is absolutely no apple store welcome feeling, and everyone is just avoiding eye contact and avoid doing any job. Staff but his manager easily passed the test on her first run. Also appointments are meaningless here. I waited 30 minutes even though I made the appointment. It feels no different than dropping in.

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