Apple Bethesda Row

Reviews

• AA

  Adam

  2 days ago
  1.0
  some members of the sales team here make it very frustrating to get a straight answer to things. will try to sell you things. Even recommended me use financing when I pushed back
• GO

  Gokhan O

  6 days ago
  1.0
  I had a very disappointing experience at the Apple Store in Bethesda. I returned an iPhone that I wanted to exchange, which had originally been paid for using a combination of a gift card and debit card. I asked if the full refund could be placed on a gift card so I could purchase the replacement immediately instead of waiting up to three business days for the debit card portion to be refunded. I was told they could not do this, and the manager I dealt with was rude and not helpful in trying to resolve the situation. What made the experience even more frustrating was that I went to the Apple Store in Annapolis afterward, and they were able to put the entire refund on a gift card and resolve the issue within minutes. Everyone there was incredibly nice, professional, and helpful. The difference in customer service between the two locations was significant. I expected a much better experience from the Bethesda store, especially when another Apple Store was able to handle the exact same situation quickly and without any hassle.
• MS

  Michael Streib

  Sep 22, 2026
  2.0
  TLDR: The Apple Store broke my phone, could not provide me with a loaner, and took 5 days to replace it, while being very nonchalant about it and very unhelpful about it. My initial visit was to figure out a charging problem, which they were able to fix. After seeing a crack on my display, the staff person offered me, as an Apple Care+ customer, to get my screen replaced for about 30$. I also learned that I could exchange my battery for free (with its capacity below 80%). I went home and decided to come back to change my battery but not the screen. Upon return, I was told I had to do both together, not just the battery. Slightly annoyed by this change in information I agreed to do both. The staff person, the same one as last time, asked me about a backup. I replied I had a partial one but not everything. He indicated it'll probably be fine. It was not. I handed over my phone and returned after the allotted 2h. The staff handed me the phone and said "Well, they didn't have the part. We will try to get it. If not, we will replace your phone." I was surprised they even agreed to a repair without the right parts available but quickly realized it wasn't just a "parts issue. " My phone had been broken in the repair process. The staff person immediately followed up with "Do you have a backup?" I said, "No, I have the partial one I told you about." He went on to say they would have to reboot the software to see if they can fix it, and if not, I’d get a loaner phone until they get a new one. Begrudgingly I agreed to the restoration attempt, having no other choice really, knowing most of my data would be gone. The re-boot took about 20min - without success. Once that was clear, they went on looking for a loaner, taking another 20min. Being on a tight schedule on a workday, I started getting stressed, since the initial 2h frame had now been pushing 3h. Finally, the staff came back to let me know they had no loaners. He said he’d make a call about where he could get a new phone and left for another 15min. Finally, he came back saying “There is one in Virginia, you can either drive there or wait 1-2 days and we ship it here.” This was said with the same nonchalance the whole convo had been in. I was, of course, not able to just drive to VA and said they can send it. I left the Apple store hurrying to return to the rest of my workday. I also left infuriated, not only because the store destroyed my phone but also because they dealt so nonchalantly with it, not recognizing what it means to not have a phone in this day and age. I returned on Monday - not one or two days later but THREE since I still hadn’t heard from them. A different staff looked up my case, saying “Oh yeah your phone is on its way.” To my reply that his colleague said, “it’ll be one to two days” he just replied, “well it’s on its way; we fed-exed it.” My attempt to get at least an ETA was met with the uninterested response of “It’s on its way.” I left frustrated once again, still with no phone. Again, I was struck by the lack of care & responsibility after breaking my phone. It was only later that I realized that this nonchalance is probably a corporate strategy– which makes it feel even worse. The only reason I give two stars, is that I eventually got an email and was able to pick up my phone on Wednesday. It was the exact same model as my old one and they were indeed more supportive this time around, helping me set up my device. To sum it up: I understand that this can happen during repairs. I am, however, truly disappointed in their customer service afterwards. To not have a loaner phone ready and to take FIVE days to get me a new one, leaving me completely stranded, is unacceptable. There was no creative problem solving, e.g. offering me a different model with a slight surcharge, and I felt little to no empathy for a situation, THEY HAD CAUSED! It seriously ponder canceling my AppleCare+ if that’s the “Care” I get and to switch away from Apple altogether.
• AM

  Alina Masten

  Sep 14, 2026
  5.0
  I’m a frequent Apple Store customer, whether I’m making a new purchase or coming in for help with AppleCare, and I’ve consistently had a great experience at this location. Everyone has always treated me with kindness, patience, and respect. Most recently, I had an issue with an Apple gift card that customer service was unable to resolve, even after I spent over two hours on chat. Kimberly greeted me at the door, as she usually does, and immediately took the time to listen and help me find a solution. I really appreciated her kindness, flexibility, and willingness to help. She turned what had been a very frustrating experience into a positive one. Thank you, Kimberly, and the entire team for always providing such great service!
• RC

  Ralph Cramden

  Sep 3, 2026
  3.0
  Staff was efficient once they got to me. I’ve always had to wait about 20 minutes after arriving on time for an appointment at Apple stores. It was for my watch, they never repair them onsite. All they had to do was take the watch, pretty simple. Then it was just a few days, and the replacement was shipped back to the store, and that pickup process was easy.

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