Apple Bridge Street

Reviews

• AA

  Anthony Anthony

  Sep 26, 2026
  2.0
  I’m extremely disappointed with Apple’s customer service and support process. I’ve been dealing with ongoing iPhone issues for approximately 6–8 months, including dictation freezing, battery and cellular issues, and extremely hot wireless charging. During that time, I’ve contacted Apple approximately 10–15 times and spent more than 24 hours with Apple’s 1-800 support team and senior advisors. I was initially told there was an issue with my phone, but I was also told that express replacement was no longer available for the iPhone 17 Pro Max unless I had Apple’s extended warranty coverage. Because of that, I was required to take the phone to an Apple Store. I travel for a living, so making a trip to the store and potentially spending several hours there is a significant inconvenience. Once there, the Genius Bar told me they needed to review my history and that the issue had to occur in front of them or be detected by diagnostics before they could consider replacing the phone. Apple’s diagnostics initially showed the phone as normal, even though the problems are intermittent. Eventually, while I was still at the store, the dictation issue occurred again and I was able to demonstrate it. I thought that would finally resolve the issue, but I was then told they could not replace the phone because they didn’t have one available. What made this especially frustrating was watching another customer standing next to me receive a refurbished replacement phone. I understand there may have been differences in circumstances, but after everything I had gone through, it was difficult not to feel like I was being treated differently. I was instead told I needed to go through a 2–3 hour repair process, potentially longer. After leaving the store, I discovered that the charging port had been damaged while my phone was in Apple’s possession. I called Apple again, and a senior advisor contacted the store. Based on the circumstances, the senior advisor told me the store should have been able to request the appropriate replacement phone from another nearby Apple Store or directly from Apple. The store still refused and insisted that I return for the repair process. After 6–8 months, 10–15 calls, more than 24 hours with Apple support, and finally reproducing the problem in front of the Genius Bar, I expected Apple to find a reasonable solution. I do want to recognize Mike, who was incredibly understanding, sincere, and compassionate. Everyone I dealt with was polite and professional. My frustration is not with the employees; it is with the process. Apple is not the company I remember. I miss when the focus seemed to be on taking care of the customer and finding a reasonable solution. I understand policies change, but there should still be room for common sense and customer service.
• JA

  Joseph Amonett

  Sep 26, 2026
  1.0
  Had an appointment to repair back glass of our phone. Kept us there for over an hour trying to sell us another phone. Finally agreed to repair the phone as the appointment was scheduled to then tell us they just sold the last back glass of our type phone. Atrocious customer service!
• HA

  Henry Atkins

  Sep 23, 2026
  5.0
  Excellent staff, great attitudes, and very professional. I am not an iPhone owner, but I may switch someday.
• TN

  Theresa Needham

  Sep 19, 2026
  5.0
  Brought a neighbor here to have her iPad unlocked. They were extremely friendly and accommodating with my 2 service dogs. We got seated quick and didn't have to wait long. My neighbor got her iPad unlocked and we were on our way. The staff was excellent, friendly, and very accommodating for our needs. This was our first time in this store, I will be back for any of my apple devices. Thank you.
• LM

  Lori Moseley

  Aug 19, 2026
  1.0
  If I could give zero stars I would. Ordered an IMAC immediate delivery- got email it was out for delivery, got a second email it was cancelled. Called the store and was told order wasn’t cancelled, Uber driver cancelled. I was assured it would be delivered that day. Received another email it was out for delivery by 7:00 pm. At 7:30 called the store again and they said it was not cancelled and if it didn’t show up in a couple days call them back. Called Apple support at 9:00 pm and they told me order wasn’t coming and my card would be refunded on 5-10 business days. Its been 11 days and still no refund. The many which I requested a call back from never reached out. This is the kind of customer service you get from this store and apparently Apple in general. Never buying anything Apple again. I filed a dispute with my credit card company today- they take care of this but I spent hours of my time trying to get Apple to do the right thing and they didn’t.

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