Apple Union Square

Reviews

• JR

  Jesse Rivera

  5 days ago
  1.0
  Very bad customer service. They just don't care. On my last genius bar appointment the person helping me had no idea what they were doing and I had to wait over 30 minutes past my appointment time to be seen. On my return to pick up a replacement part I waited for 15 minutes in the order pickup area, as people who came to the same line were seen before me and I was eventually told I was in the wrong line and wished good luck when told to go wait in another line upstairs at the genius bar.
• RM

  Roshan M

  May 13, 2026
  1.0
  Horrible experience with the "genius bar". I show up at my appointment time, don't know who to talk to as all personnel are busy, engrossed in their work and aren't looking up. When I speak to one person, he responds checking me in with a rude tone and doesn't even look at me (if store management is seeing this, it was a 30s black male with a beard and skull cap). I wait for half an hour and no one shows up to help me.
• QC

  Quinn Calhoun

  May 8, 2026
  5.0
  The staff on the ground floor are constantly helping other people and even when they’re not, it’s hard to get their attention when I have a product in my hand that I wanna buy. The staff on floor 2 are far more aware of their surroundings and those that need help or have questions get them answered quickly in a timely manner. Whenever I’m in need of charging my phone, they will lend me a charger or let me charge my own devices for the time I’m there and let me chill. Literally have taken naps here and they don’t care. Thanks Apple Store at Union Square!!
• AI

  Alexei Ionov

  May 3, 2026
  1.0
  Set up an appointment at the “genius” bar to help figure out what’s wrong with my phone. Came in, waited 30 minutes, had someone come over and attempt to restore my device, left me for another 20 minutes (even though the restoration process failed <2 min), then they came back and told me they don’t know what’s wrong with my phone and that best thing I could do is just replace it. You’re telling me that’s the best Apple can do? No tooling available to run diagnostics on at least some level of repair? I had already attempted to restore the device at home, and was hoping that I’d at least learn something new today. Nope. At the very least I was expecting some explanation as to what’s wrong, why it could be wrong, and what the next steps should be. Pretty disappointed to say the least.
• AG

  Aaron Gomez

  Apr 20, 2026
  2.0
  I'm about to go back in for the 4th time this week which will put me over 10 hours total. 1st trip) 3 hours. 3 devices suddenly not charging. They said 2 were fine and 1 would need to be replaced. Didn't do anything about the questionable cables that may have caused the issue 2nd) 3 hours. I had to prove that one of the "fine" devices was indeed not fine. Also made the check the cables. 3rd) 2 hours. Expected a 5-minute visit drop off my phone for repair and pick up a fixed device and walk away. Instead had to wait a while for someone to give me my new Airpods then wait longer for someone to come around and take my phone. They informed me that I'd have to visit my carrier to make my phone work (something something e-SIM) which was going to be closed. 4th) Expecting multiple hours to pick up my phone, debug the new Airpods they gave me that weren't pairing on trip 3, and fix an iMessage issue that I mentioned in all 3 previous trips. I feel like every single question I have gets a different same-day appointment scheduled instead of just one big sit-down-and-fix-it-all situation. I buy these top-dollar devices partly for their service. I usually just accept the wait times and appreciate the fact that they help with issues but I'm becoming of the opinion that they are actually pretty bad at it. Gorgeous store, though, and great location.

Frequently Asked Questions About Apple Union Square