Apple Century City

Reviews

• MK

  Marshall Kappel

  Jul 3, 2026
  1.0
  Every visit to the Apple Store in Century City is worse than the last, and it's hard not to read it as a measure of how far the company has slipped from what it used to be. Budget 45 minutes to an hour of standing around even with a confirmed Genius Bar appointment. The appointment time means nothing. The real problem is that no one can actually help you. I came in to drop off one of two faulty keyboards for repair and pick up the replacement they'd said was ready. While I was in the middle of the first replacement, I asked about the second — exactly as they'd told me to on my the previous visit. Instead of handling it, they handed me off to someone else, again at "the front of the store." Once I was up there, no one could tell me whether the second repair could be done by mail through Apple Support since I suggested I was tired of coming back and forth with no results; but, all they said they could do was book me another appointment to come back another day and start over - again. That seems to be the only thing they can do here - schedule you for another day, another time, anything to push the problem further into the future. There are never fewer than 45 or 50 employees on the floor at any given moment, all moving with purpose, all holding their iPads, all looking like they're in the middle of something important. Ask any one of them a question and you get "not sure" or "check with someone up at the front." A floor that's full of staff should mean faster, better help. Instead it means dead ends, hand-offs, and repeat trips. The worst of it I didn't discover until I got home: the replacement they handed back was a discontinued Lightning model in the wrong color. I had turned in a current, more expensive USB-C keyboard, and they returned an older, discontinued Lightning version — a product I never owned. Whether that's carelessness or plain incompetence I can't say, but either way I left with the wrong device and both keyboards still unfixed. For a company that sells itself on a premium experience, this is the opposite: a lot of motion, a lot of iPads, the wrong hardware, and no actual help. The store is chaotic and uncontrolled, as other reviewers have said. It needs a new system, a new way of working - probably starting with a new store manager who can hire appropriately and give all that purposeful-looking motion an actual purpose.
• KH

  Kyle H

  Jun 23, 2026
  2.0
  the apple store experience is dead. the employees are absolutely dead inside. they do not care about the customer's needs, they only want your money and be gone. i was testing the very phone i needed to buy by the entrance, but i was told to wait in the corner of the store. the employee said that's just "procedure". so either i cannot test the very item i wanted to get while i wait, or they somehow cannot find me while i'm testing the item. i didn't think too much of it, maybe it's just poor employee training. then while i was talking to the employee, i made a few light hearted but also very normal, informative personal opinions on apple products, and i got no response. totally dead in the eyes. not even a smile. every comment, every light hearted joke i made. totally dead inside.
• AK

  A K

  Jun 20, 2026
  1.0
  When we checked in, they said it was a 15 minute wait to see a tech. After 45 minutes, and watching LOTS of employees standing around, it was very frustrating watching how customer service has fallen by the wayside. Employees can stand around and chat with each other but nobody has come by to check to see if anyone is taking care of us. Talk about focusing on selling products but not taking care of the customers. If you come here for assistance from a tech, be ready to spend hours and pay a lot in parking fees!
• MD

  Meagan Donovan

  Jun 16, 2026
  5.0
  Bought a new phone last night and it took a while to transfer all the data over from my last phone so I spent a couple of hours in the store total and witnessed some truly appalling behavior from customers towards employees. I see a handful of negative reviews here, saying employees seem to dislike their job or are tired and short on patience. After what I saw, it's no shock that this may be the case and feel the need to defend the people working in this store! Every negative interaction was handled respectfully and politely by team members, but it really was so crazy to see how some people treated them consistently throughout my time in the store and I've worked in retail/hospitality! The main event of the evening involved an employee, Rachel, dealing with a person who seemingly never learned to communicate without swearing or complaining. Rachel was extremely levelheaded, kind, helpful, firm when necessary, and handled the interaction (which lasted ~20 mins) with perfect grace, even when this person seemed determined to misunderstand her. I appreciate all the help I was given by the four employees I interacted with from point of sale to leaving the store and also empathize with the team members since this store seems to see a large amount of people who think they can treat workers disrespectfully. I would recommend this store to anyone as it was beautiful, clean, stocked, and the team members were very helpful.
• MC

  Marion Chen

  Jun 12, 2026
  1.0
  I had a very disappointing experience at this Apple Store. The customer service was, unfortunately, the worst I have ever experienced in a retail store. During our visit, we purchased two iPhones, so we were serious customers making a significant purchase. However, despite that, the service was still extremely poor. Whenever we asked questions, the employee responded in a way that made us feel like we were expected to already know the answers, as if our questions were obvious or inconvenient. Instead of being helpful and welcoming, the attitude came across as dismissive, impatient, and unprofessional. I understand that every customer deserves respect and good service regardless of whether they make a purchase. However, it was especially disappointing to receive this level of treatment while buying two new iPhones. We expected guidance and support, but instead felt uncomfortable and unwelcome. Overall, this was one of the worst retail experiences I have had, and it did not reflect the level of customer service I would expect from Apple. I would not recommend this location based on the service we received.