Apple University Village

Reviews

• SM

  Sarah Martinez

  Sep 27, 2026
  1.0
  Hard to get help on a new phone purchase /trade in. Apple team walked around but no one helping us. When I asked for help, I got shuffled from person to person. When I finally got help, the Apple person skipped the step for transferring my phone number, then erased my old phone. Here I am after 2 hours, using someone else's phone to write this review, because I have a new phone that has no plan and nothing works. My next step: I am going to my phone carrier to finish the set up. So unhappy with the whole customer experience and the difficulty of the phone purchase/trade in process. Apple can and should do better.
• GK

  Güven Kara

  Sep 24, 2026
  5.0
  Justin was incredibly helpful to me at the Apple Store today. Some people see the problem, but they do not really push themselves to find a solution. Others are truly there to solve the problem, and in that moment, they give you their full attention. Justin is definitely one of those people. For the past two days, I had been extremely stressed and panicked about losing the information on my phone. If that data had not been recovered, losing some very important documents and records could have set my life back by years. Justin listened to me patiently and genuinely tried to understand what I was going through. At one point, while I was sitting in a chair, he even got down on his knees so he could be at eye level with me and speak to me directly. In that moment, I could really feel that he was giving me his full attention and doing everything he could to find a solution. He truly made every effort, and in the end, he found a solution. I can honestly say he saved my life in a very real way. Some people are exactly the kind of people companies need to have. Justin is absolutely one of them. I’m truly grateful for everything he did.
• JH

  Judy H

  Sep 24, 2026
  5.0
  I went into the Apple University Village location feeling pretty frustrated with a malfunctioning phone, but Justin completely turned my day around. Two days ago, I had gone into the carrier store downtown location seeking help, and the worker there didn't seem to care at all. The contrast at Apple was night and day. Despite a massive crowd of customers to manage, the store was remarkably clean and well-organized. Justin went completely above and beyond to help me. He has a wonderful way of effectively mobilizing the Genius and sales teams to provide seamless care. His team members were incredibly positive, regularly and thoughtfully checking in on me while I waited. When it came time to upgrade, buying a new phone was an absolute breeze. Justin took personal charge of the process to ensure it went smoothly, while his team still stepped in seamlessly to make sure my new device was completely set up and ready to go before I left. This heartfelt care stands in stark contrast to major carrier stores, which are rarely as supportive or helpful with solutions. Justin is a true rockstar—he is incredibly knowledgeable, communicative, and warm. He possesses a genuine, customer-service-obsessed attitude that is such a rare find nowadays, and Apple is incredibly lucky to have him! Big thank you to Justin and his amazing crew. Because of this experience, I will always buy my phones directly here rather than anywhere else.
• AA

  Asif Ahmed

  Sep 24, 2026
  1.0
  Absolutely appalling service at this location - Disorganized start: Put me in the wrong line, delaying my appointment by 10 minutes. Aggressive upselling: The rep (Rahmat) repeatedly tried pushing AppleCare, cases, and subscriptions instead of helping me set up the phone as promised. Retaliatory attitude: The second I declined the add-ons, he completely refused to help set up my device or process my trade-in, and told me to handle it at home by myself. Zero customer care: Walked away while I was still standing at the counter. I never expected such awful service from Apple. I'll never visit this store again.
• BM

  Brennen Maguire

  Sep 19, 2026
  2.0
  Very disappointed. Called ahead because I wanted to trade in multiple devices for a new phone, which I was told I couldn't do online (not all at once) but that it would be "15-20 minutes" if I came to the store. I specifically asked about doing it this way to avoid sending the trade-in by mail and waiting weeks for the reimbursement vs. applying it instantly on-site. Got to the store around 11:45am, only to be told that I'd actually have to make a reservation for 2:45PM to be served, but was again told that once my reservation came up, it would be a quick "15 minutes". I returned to the store around 2:40, and was told to wait in a line for people with reservations. I stood patiently in that line until 3:30, at which point an employee finally checked in, only to tell me that the wait in the line would be "minimum another hour", and recommended I buy the phone online instead and come back later to do the trade-in separately, the very thing I called ahead to avoid. What is the point of booking a reservation nearly three hours in advance if all that reservation gets me is another 2+ hour wait in line? If they handled their schedule and staffing properly, they could've told me the truth that they didn't have availability, or booked the reservation for the appropriate time. The store staff I spoke to were friendly and professional, and I don't hold this against them. This type of scheduling failure belongs to management. Complete waste of their customer's time and totally disappointing.