Apple Montgomery Mall

Reviews

• II

  IHMS

  2 days ago
  2.0
  Wish they could check inventory ahead of time so I didn’t have to waste my time, I had made an appointment for a cracked back for 2:50pm, got there early around 2:15pm told to come back 10 min before the appointment, came back 2:40pm, had to wait 20 min to be told they need to order the part.
• 5U

  5star User

  May 8, 2026
  1.0
  The time period you will be waiting here even if you enter with an appointment!!! 🤦‍♀️
• MH

  Marcus Hu

  Apr 24, 2026
  1.0
  Horrible customer service. I went in expecting a basic level of help, especially in a section as important as the MacBooks, but the experience was the complete opposite. The saleswoman working in that area came across as rude and dismissive from the start. When I asked a few simple questions, she seemed irritated, gave short answers, and didn’t make any effort to actually help me understand my options. It felt like I was bothering her just by being there.
• JJ

  John

  Apr 20, 2026
  1.0
  Had an appointment to replace phone battery and then i was told they were too busy and to come back the next day then had to wait almost an hour just to be checked in then another hour for the repair waste of two days pretty unprofessional i would not recommend
• JO

  Josiah OnFire

  Apr 10, 2026
  1.0
  ***BAD EXPERIENCE AT THIS LOCATION*** I went to the Apple store today in Montgomery Mall, Bethesda, Maryland, USA. to pick up my order and to request a proper diagnostic. Upon arriving I explained to new rep that my previous experience with a representative named Josh was not satisfactory, as I felt a thorough diagnostic was not completed on my product and that I felt I was rushed through the service. the new representative began assisting me and attempted to troubleshoot the issue. He then went to the Apple TV section and started working through trouble shooting my old remote. Shortly after, the store manager, Gordon, approached and interrupted the conversation. His tone felt abrupt, confrontational and hostile as he asked his staff what was happening here and whether we were “educating” him(me) on the product. He also stated that there were many customers waiting, which did not appear consistent with the store’s actual level of activity at the time. I explained to Gordon that I had previously been rushed during my first visit with Josh and that I was again being rushed by him before a proper diagnostic could be completed. I had been waiting for a considerable amount of time like other customers and was hoping for a complete and fair assessment of my device. Gordon the manager then insisted that the representative should simply conclude the interaction and proceed to the next customer. At this point I felt discriminated because he did the same thing to another foreign customer behind me while I was waiting to be helped. Then when I asked about the escalation process, he confirmed he was the manager and stated there was no one above him. I expressed my understanding that, aside from store leadership, there is corporate oversight. He reiterated that he was the final authority in the store. He was on a power trip. He was abusing and overusing his authority in a way that felt controlling or unfair to me. Throughout the interaction, I felt his tone and approach were unprofessional and unnecessarily aggressive. I also felt there was a lack of respectful customer handling and leadership in the way the situation was managed, particularly in front of staff and other customers. I clearly stated to him that my goal was simply to have my product properly repaired, replaced, or addressed fairly on my second visit since it was not thoroughly handled on my first visit. I also shared that I found his interaction to be hostile and not aligned with the level of service. According to Apple’s Business Conduct Policy, Apple emphasizes honesty demonstrating high ethical standards in all business dealings and respect, which includes treating customers, partners, suppliers, employees, and others with courtesy and dignity. In this situation, these standards of business conduct were not upheld. He then changed his uniform, came out of the back door wearing a hoodie with his hat turned backwards, and stared at me in a way that felt intended to intimidate me before leaving the store. I have been an Apple customer for over 20 years, and I have not previously experienced this type of dismissive service and aggressive interaction. I am requesting that this matter be reviewed, including the handling of diagnostics, customer communication, and overall professionalism during interactions and services with future customers