Apple Union Square

Reviews

• MR

  Miss Renee

  1 day ago
  5.0
  My husband and I had an absolutely wonderful experience at the Apple Store Union Square on Saturday, September 25, all thanks to Sarah. As seniors, navigating new technology can sometimes feel a bit overwhelming, but Sarah was incredibly friendly, knowledgeable, and genuinely kind to us throughout our entire visit. She took her time, answered all of our questions with immense patience, and never made us feel rushed. Apple is lucky to have such a compassionate and skilled employee. Thank you, Sarah, for making our day and helping us so beautifully!
• FL

  Flora Lover

  4 days ago
  1.0
  I came in around 7 to look at some options to see if it’s worth it to get the new iPhone 18pro max and don’t get me wrong the one and ONLY guy asked if I needed help was busy so he said he would help me when I could so this is not about him by any means but after waiting 30 minutes and watching countless employees walk past and ignore me looking at the phones and not once stop to ask if I needed help is just so disrespectful. I get I just got off work so I don’t look like I could probably afford it but I literally could buy two of them right now in full had some of the employees just stopped talking to each other and turned to help someone that wasn’t a cop but a phone or someone who looked like they had money. Waited over 30 minutes and finally just gave up. I’ll just wait for the next phone and go to Walnut Creek.
• EE

  Erwann

  Sep 22, 2026
  1.0
  Picked up an iPhone 18 Pro order yesterday and had a frustrating experience. I arrived within my scheduled check-in window but the pickup QR code email hadn't come through yet, three different staff members were unable to help or explain what was going on. I was then advised to call online support, which I did: after a 25-minute call with two advisors, I was hung up on with no solution offered. A manager who came over afterward also had no way to resolve it on the spot. Ended up leaving without my phone and having to come back a second time later that day once the email finally arrived, missing work meetings in the process. The store itself is nice, but the lack of coordination and the online support experience really let this down.
• SD

  Siena Duplan

  Sep 19, 2026
  1.0
  It used to be a magical experience to upgrade my iPhone. It has become peak incompetency and an awful customer experience. I went in for a trade in around 6pm and was told their setup staff wasn’t working but that we could still set my new iPhone up no problem. I said I needed to walk out of the store with a working phone and all my iCloud data restored from a backup I did before coming to the store. I was very clear that I did not want to do the trade in unless I could have a my phone number working upon leaving the store. The employee reassured me that it would be no problem. He kept fumbling around on the phone and obviously did not know what he was doing when all of a sudden the old phone was completely erased. When I pointed this out and that there was no way now to restore the new phone from a backup because you can’t sign in to Apple without a second device, he laughed and played it off like this was supposed to happen. It has now been over two days and I don’t have my phone number connected to my new phone and have no data. Partly because of ATT which I was prepared for and the reason I wanted the trade in done correctly in the first place. Not to mention my new iPhone 18 pro has been extremely buggy just in the setup process. Sad what Apple has become.
• OP

  Oleg Polishchuk

  Sep 7, 2026
  1.0
  My experience with Apple Express Replacement has seriously changed my view of Apple Support. I came to Apple Union Square because my iPad Pro was bent and the screen was separating. An Express Replacement was arranged while I was there. During the process, Apple’s system presented an old address. I noticed it, but tapped through before stopping myself and realized essentially immediately what had happened. Importantly, the Genius Bar employee was there and saw how the address mistake happened. I called Apple Support within approximately one minute of submitting the replacement request, while I was still physically inside the store and several hours before the replacement eventually shipped. When I asked the Genius Bar employee for help correcting or stopping the replacement, his solution was to tell me to contact Apple Support. I was standing inside an Apple Store, with the employee who had just witnessed the problem, and yet the Genius Bar apparently could do nothing to correct or stop an Apple replacement that had not even shipped. I then escalated inside the store and spoke with Zolo, the manager on duty, within roughly half an hour of placing the replacement order. I explained that the replacement was going to an address where I no longer lived and that Apple Support was already telling me the address could not be changed. Zolo checked the situation but ultimately gave me essentially the same answer: continue dealing with Apple Support. So within approximately half an hour of creating the replacement, Apple Support, the Genius Bar employee who witnessed what happened, and the manager on duty were all aware of the problem — yet nobody was able to stop or correct a replacement that had not yet shipped. Several hours later, Apple shipped the iPad to the address I had explicitly reported as incorrect anyway. What followed has involved repeated Apple Support calls, Senior Advisors, Customer Relations and multiple calls to FedEx just to prevent an expensive iPad from being delivered to an address where I no longer live. Apple eventually requested that FedEx stop the shipment and return it, but days later FedEx told me that request was still pending approval while the package remained scheduled for delivery to the wrong address. I don’t know whether the Union Square employees lacked the authority, the tools, the training, or some combination of those things. But from a customer’s perspective, this is unacceptable. I was physically inside Apple’s own store, identified the mistake essentially immediately, had the Genius Bar employee witness what happened, escalated to the manager within about half an hour, and both levels of the store ultimately just directed me back to phone support while the unshipped replacement continued toward fulfillment. Based on this experience, I would personally avoid mail-based Express Replacement whenever a practical in-person service or replacement option is available. Before agreeing to Express Replacement, ask whether your device can instead be serviced or replaced in person at an Apple Store or Apple Authorized Service Provider. Apple used to stand out to me because unusual customer problems were handled with flexibility and common sense. This experience has been the opposite: rigid systems, fragmented responsibility and an enormous amount of customer effort to correct a problem reported almost immediately. I hope Apple fixes this process. “Express” should mean fast service. It should not mean that an obvious mistake becomes effectively irreversible before the product has even shipped.

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