Apple Reston

Reviews

• MC

  Marília Comini

  6 days ago
  1.0
  THE WORSE CONSUMER CARE I EVER HAD - my iPhone 16 Plus (512GB), which failed unexpectedly while still under the manufacturer's warranty. While on vacation in Brazil, my phone suddenly stopped working on the third day of my trip. The device had been functioning normally and had battery power when I connected it to a charger before going to bed. The next morning, it was unresponsive. The screen initially displayed the Apple logo and later showed the recovery screen with a cable and support link. I contacted Apple Support in Brazil and was provided instructions to restore iOS. However, I was informed that this process could result in the loss of my data. Because I was on vacation and relied on the device for communication, I chose not to proceed. Instead, I rented a phone and purchased a prepaid phone line in Brazil so I could remain accessible. Upon returning to the United States, my flight landed in Washington, DC, at approximately 6:00 AM. Since there is no Apple Store in my area, I waited until the Apple Store in Reston, Virginia opened and went there directly for assistance. After diagnostic testing, Apple employees informed me that the issue appeared to be hardware-related and that a major internal component would need to be replaced. I was advised that I could lose any information that was not backed up to iCloud. I specifically asked why a phone that was only six months old and still under warranty could not simply be replaced. I was told that Apple's warranty policy requires a repair attempt before a replacement is considered. I waited more than two hours for the repair. After the repair was completed, I was informed that the phone still did not function and that Apple could not determine the cause of the failure. I was also told that there was no indication that the issue was caused by any misuse or damage on my part. Despite the unsuccessful repair attempt, Apple did not provide an immediate replacement. I was informed that the store did not have a replacement device available. I was told I could travel to another Apple Store if inventory was available there, or Apple could send my device to a repair facility, and I would have to wait at least five business days for a repaired or replacement device to be shipped back to me. I found these options unreasonable considering: • The device failed through no fault of my own. • The phone was only six months old and under warranty. • Apple had already attempted and failed to repair the device. • I had already spent part of my vacation without a phone. • I incurred additional expenses to rent a phone and obtain temporary service while traveling. • I spent several hours at the Apple Store immediately upon returning home. During discussions with store management, I was informed that Apple no longer sells my specific model and configuration. I was also told that because I purchased the phone through Verizon rather than directly from Apple, replacement availability was more complicated. As a consumer, I do not believe either of these issues should affect warranty support for a product that is still covered by Apple's warranty. After significant discussion, the final resolution offered by Apple was a temporary loaner phone until a replacement device becomes available, which I was told would be around August 28. I was also required to sign an agreement accepting financial responsibility for any damage to the loaner device and will need to make another trip to the Apple Store to exchange it when the replacement arrives.
• AR

  Ana Rafik

  Aug 16, 2026
  1.0
  This is the worst store!! My phone that i purchased 4 months ago is over heating i wasted 3 hrs on saturday and 3 hrs on Sunday just to have someone looked at my phone. !! They made man apt for sunday i get there 11:15 am they tell me we are not able to look at your phone today until 445 and we close at 5 pm . I asked for a manager the Asian lady was so rude !!! Then someone took my phone in the back they said it was not burned the charging port that they cleaned it. I bought a charger and sat in my car and tried charging it and i get a nitification on my phono that it is overheating i go back to the store and waited and waited the mean asian lady just looked at me and helped everyonr after over an hour sitting there it was 130 pm i got there at 11:15 am i decided to call apple care over the phone and they were nice to makr an appointment at another store. Do yoirself a favor go to any other store they are nicer and better custumer service!! I returned the charger i bought still Made my phone overheat!!!!and the case the sold me yesterday !!!Worst Store for custumer service !!!!! 6 hrs of my life wasted at tgat store awful !! And yes they sold me a charger and a case saying it was the reason my phone was overheating BS
• HJ

  Heriberto Jovel-Nunez

  Aug 15, 2026
  5.0
  I came here multiples times for my Airpods Pro 3, Macbooks, and most recently my IPhone 17 Pro Max, and wow the service here has never been less than fantastic. Although every visit has a good amount of people already inside the building I can understand why, since the service here is efficient and quick! Perfect go-to place while walking around Reston Town Center, and if you want to purchase new tech.
• YE

  Y E

  Aug 9, 2026
  1.0
  Very poor customer service. I had to wait for hours, and the staff seemed completely unorganized. None of the employees appeared to know what they were doing or how to properly assist customers. There was a lot of staff around, but somehow no one was actually able to help. Extremely frustrating and disappointing experience.
• MB

  Maya Berry

  Jul 25, 2026
  5.0
  @Tom is the best Apple employee I have ever come across. Not only is he nice but he understands what above and beyond customer service looks like. I recommend him to any raise or higher management position in Apple. I came in to the store with issues with my air pod maxes and battery life and not only did he make me feel seen when I had been not serviced on time but also like I was a valuable customer which at the end of the day is the most important thing to me. Tom at Reston was the most friendly employee and fixed my issue within minutes while I had been waiting for an hour and kind of dismissed by other employees that were obviously very busy (and they had good reason to!) I just appreciated how he noticed I was stressed from the wait time and gave me some immediate tech help I had been waiting for. Good guy! Promotion due for him.

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