Apple Upper West Side

Reviews

• MM

  Michelle

  1 day ago
  1.0
  I went to the Apple Genius Bar without an appointment and was told the wait would be over two hours. The employee managing the line recommended that I call Apple Support instead, so I did. Unfortunately, the representative over the phone wasn’t able to resolve my issue, so I went back and asked if I could still wait to speak with someone at the Genius Bar. The employee again told me the wait would be over two hours. I said that was fine and that I was willing to wait. He then entered something on his device that I understood to mean I had been added to the queue and would be notified when it was my turn. However, I never received any notification from Apple, even after waiting. I ended up with solving the problem by myself with help from ChatGPT, but I was very disappointed that I never received any appointment notification from Apple.
• NL

  Natasha L

  Sep 24, 2026
  1.0
  Absolutely unprofessional. This is my third visit to the store to fix my laptop. I follow their instructions but still can’t get them take the laptop and fix it. Every time it’s something new. First they didn’t sent it out for a water damage facility and just kept it in the store for 5 days. I had to pick it up. Then they told me I can just come back and drop it off another day. I called them before coming there. They confirmed that I should just come. When I came they said I needed an appointment and would have to wait for two hours to get the laptop taken. Not fixed, taken!! Apple services went down the drain over the years
• IM

  Irinka Mshvildadze

  Sep 24, 2026
  1.0
  Very disappointing customer service experience. I came in to have my Apple Watch looked at and was told the estimated wait time would be 50 minutes to 1 hour. I have now been waiting for 1 hour and 20 minutes, and no one has approached me or provided any update. I had to go and ask myself when someone would be able to help me, and even after that, I’ve been waiting another 20 minutes with no assistance. I completely understand that the store can get busy and wait times can change, but keeping a customer waiting this long without any communication or update is extremely frustrating. Better communication and attention to waiting customers would make a huge difference.
• DK

  Danae Kapoulea

  Sep 13, 2026
  1.0
  Long story short; I went for an iPhone repair due to my phone restarting randomly on its own. They changed everything on the phone, IMEI included, so afterwards the eSIM wasn't working. Even though I dropped off a device that was connected to cellular, I left with a repaired, non-functioning phone. When I dropped it off for repairs, I said I don't want to be without a phone for the night. I dropped it off at 4pm, got it back around 7:30pm on a Sunday. Upon receiving the fixed device, I tried to download everything from iCloud while at the store but I couldn't because I didn't have any other apple device with me in order to receive a 2nd auth code. Their 1st mistake; they could have said "bring another apple device with you so you can activate it when you're back". When I said I was concerned I would run into issues, Apple Genius Bar Employee said in a highly condescending tone "what issues do you think you will run into. Once you put in the 2nd auth code from Apple, everything will sync". Yet the motherboard (which was changed) contains the IMEI code which is what eSIMs feed off of. So I left without a working phone. 2nd mistake; when they change the motherboard; they should warm the eSIM will no longer work. Result? Begging AT&Ts AI bots for hours, to no avail, in order to get a new eSIM and not being able to because all 2ndary auth codes from them were going to the number that isn't linked to any device. Result, once again, the employees at this store do not think about the entire process of how things connect with each other. Motherboard change = eSIM no longer syncing. The fact that they don't help customers get their phone to a fully working condition is wild and on top of it say "there will be no issue" is wild. $500 repair fees later, no working phone. Awful service at this store.
• AB

  Arnold Boris

  Sep 4, 2026
  1.0
  Sep 4, 2026 Megan & PJ two so called Managers at Apple Upper West side know nothing about customer service and everything about offending and blaming customers for in store bad customer service policy. They both did nothing to resolve the issue and did everything to blame me as the problem. I rely on in person help from staff for a transition/upgrade to a more current device...from purchase to transfer of all information and review to make sure all is working correctly. As soon as the credit card cleared(just under $800)my sales rep was told to take his break. I was left waiting for a download and to review the system own my own. I found arep and demanded a refund and left the store. I called apple support they apologized and contacted the store and told me a manager would be in touch. Three weeks later, I called and insisted on being connected to the store and in progression by the managers named above I was told Apple reps are not required to download and assist with devices after purchase and then I was not welcome back to their store. Evidently I am the problem. Why is it not surprising a company w top corporate management that donates millions to the corrupt orange clown to do business would hire inept jerks who blame the customer as the standard for "customer service"

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