Service seems to be going down hill big time. Wait times, incapable staff and staff not knowing the process. This is not a review of the product just the service. U village folks seem to work better and together. read more

0 stars. Worst store I have ever been in. Customer service is terrible. The most arrogant people I have ever encountered. Manager tonight (9/28/19) completely rude. read more

Went in here while it was super busy on a Saturday afternoon (it always seems to be) and I was helped within minutes of checking in at the Genius Bar. I was having trouble pairing my Bluetooth on my iPhone SE to my headphones. Turns out it was user error ;) (oops) .. & the guy who helped me out was super nice & helpful :) read more

Terrible experience. Bought one charging wire from this store a while ago. A Belkin longest one which was recommend by their employee in the same store. Turn out its not working at all. Not even first time. Broken fresh out of package. My phone, my iPad, or my roommate's i7. And what will apple do when this happened? All about the policy with 14days return. Once the time is up. No matter what crap they sell is all about your own business. They can't help changing a new one. Can't help replacing it with a cheaper useable wire. Because according to their words "my policy doesn't allow me to help you that". And after last straw which is when he responded to me AGAIN with his policy that HE CANT EVEN help me report a useless product to their own outshoring company. I'm sorry I got school and two part time job so I don't have time to stop by Bellevue square before it close. I'm sorry I'm a loyal customer that carry three Apple chargers and wires so I don't ask day off or miss my class so I can charge my phone. IM SORRY I DECIDE TO BELIEVE A COMPANY'S SERVICE AND PRODUCT. Since I'm already kinda stuck in this hell that I believe it's still better than Samsung. I will keep using their product. But will never trust it again :D. ( after i try to clam my temper and then ask their employee to throw it right away and buying a new one from Apple and ask them give me a try first ). After this long terrible experience. Just hope everyone knowing that. "Try not buy wire from Belkin." And "Test everything before you leave store". read more

I just want to tell you all that the genius bar is for those who has a newer Mac. If they start saying "vintage", walk away. They absolutely do nothing. Go Mac Store. Yes, they limit their free consultation to 15 min. (and after that they will charge you $49 or so), they really work on ALL the Mac. I think Apple Store should warn us when they ask for an appointment that "this is only for those who have new Mac. If your Mac is "vintage" (I think after 2 years, they start calling it "vintage", I guess), go somewhere else, you are wasting your time." Well, I thought when my Toyota stops moving, I will take it to a Toyota dealer (a common thought, unless you have a very reliable mechanic) so I brought my old MacBook to Apple Store because my MacBook was made by Apple (I guess???). A wrong idea. read more

All the staff here is very friendly and nice. However the way they run the store is horrible. One staff member per four customers it seemed to be. That made just replacing my iphone take TWO HOURS. If you are short on time, dont even bother going in. Wait until you have plenty of time to waste sharing a staff member with four people. I mean really I saw other staff members just standing around, talking, typing etc. I'm going to assume it is the managers fault for assigning staff to customer ratio and not that the staff is lazy. read more

I recently purchased a MacBook Pro 13". I also purchased a few upgrades separately with the plans to do the upgrades myself (SSD and RAM). In the process of removing the back of the laptop, one of the screws was torqued down to tight and started to strip. The result being, I couldn't make the upgrades as I planned because I couldn't get inside the laptop. I went to the MAC store in Redmond Town Center (also very good customer service) and they pointed me towards the Bellevue Square Apple Store when they couldn't remove the screw. The representative from the Guinness bar at the Apple Store was very quick to solve my problem, taking the laptop back and removing the stripped screw and replacing it with a new one. I was fearing having to RMA my laptop because of a simple stripped screw, when the device itself was fully functional. When I called Apple customer support, they told me that the apple store doesn't make repairs or installations and pointed me towards certified 3rd party's like the MAC store. I just wanted to post this review and attest to the great support of Apple. I was very pleased with the level of service I received once I was helped on site in the store. I did feel like the customer support over the phone wasn't 100% accurate in understanding what kind of service the Apple store could provide me, as ultimately they were fully prepared with all the necessary tools to strip and replace the screw in question. Happy Customer, Matt read more

Manager literally act like I was lying don't know that was racism or they don't have any respect for customers. This is sad what the world came into. read more

Excellent customer service from the Apple store in Bellevue Washington! As a garden variety senior citizen, I expected to be brushed aside and talked down to. Nothing could have been further from the truth. The man I worked with took his time to make sure I understood the process required to fix the problem. He also sent me a text outlining the steps I need to take to fix the problem should it occur again. Due to this interaction, I am a very satisfied Apple customer! BTW, go in early on a Sunday - no waiting! read more

I had heard the bad reviews and was hesitant to bring my MacBook Pro to this store for a repair but eventually brought it in because this is the closest store to my house. I checked in for my Genus bar appt and was immediately helped by Brandon (from Montana) who was very kind and helpful. Despite all the problems with my device I was on my way in less than an hour. read more

UPDATE #3: I STILL have not received the phone call as promised by the store manager. The employees at this store are a complete waste. UPDATE #2: I was able to call a different store at the University Village in Seattle, and I received MUCH better customer service and care there. They were able to 100% resolve my issue, and even apologised for the lack of service I received at the Bellevue location. Excellent service there. UPDATE #1: I received a call from the store manager, Josh, at 4:54 PM. I didn't answer, but he left a voicemail telling me he wanted to talk to me about my review. I called back at 5:10 PM, and a store employee answered. I asked to speak to the manager who called me, and she told me that he was unavailable. When she asked me to call back, I said "no, he can contact me back", and the employee scoffed at me as if this was some kind of joke. I gave her my contact info. I had to call back at 6:28 PM, and was met with the same response, only this time, the manager suddenly became so swamped that the earliest he could potentially call me back was tomorrow morning. I don't spend my free time waiting for a manager of a store to call me back. There is NO WAY that between 4:54 PM and 5:10 PM that he became SO busy, that from 5:10PM to 9:30PM, he was going to be busy. This store employs not only incompetent workers, but apparently is managed by incompetent supervisors as well. ___ I walked in to the Apple store at Bellevue Square mall in Bellevue, Washington. Prior to doing so, I had called the customer service line. Twice. Why twice? Because the first time, your automated machine "that can comprehend full sentences" like a human suddenly stopped working and couldn't hear me. On the second call, I was redirected to a human, who couldn't give me a straight answer of whether or not I could still receive a replacement charger free of cost, explaining that I am a recently separated veteran of the US Air Force and a new college student, so money is a little tight, and I need this charger to obviously charge my Macbook so I can complete schoolwork, while also clarifying that I understand I am outside the warranty window. She couldn't tell me anything. So, she directed me to the actual store's "technician" (I'll explain how that is a joke shortly). I, again, explained to her that I understood that I am not under warranty, but that I absolutely knew that it was a faulty charger. She told me she couldn't give me an answer on what they could do for me unless I came in. So that is what I did. I walked into the store and asked to speak directly to the manager. When I spoke to her, for the third time, I explained that I am out of warranty and I knew that it was a bad charger, but I was hoping there was some sort of charity they could provide to me by simply replacing a faulty charger, a charger that, quite frankly, shouldn't be built to fail (but that's another complaint for your engineers). She told me, as I've already heard twice at this point, that she couldn't tell me exactly what they could do, and scheduled me in for a tech appointment in 30 minutes. AN HOUR LATER, I finally get seen by one of the store's "technicians", and I explained, now going on for the fourth time, that I have a faulty charger, and if I could simply get a replacement charger due to my financial constraints. She told me, YET AGAIN, that I needed to wait for someone else to bring their charger in so they could verify that it was a faulty charger, so I was left to wait for about 10 minutes for someone else to come by, WITHOUT THE CHARGER, and explain to me that I needed to buy a new charger because I was out of the warranty. The final employee, who was supposed to bring her charger to "verify" that it was a faulty charger, didn't even bring her charger. Instead, she just brought her iPad with her and explained to me I needed to buy a new one. I told her very clearly, "Yeah, I was told that I needed to buy one, but I can't afford to do that, and I'm not going to do that". She acknowledged me, then proceeded to start tapping away on her iPad, without saying a word to me, leading me to think that there was an alternative she knew of that would be in my favour, maybe even a refurbished charger for way less than $70. After about two minutes of just looking at her tap away, she hands me the iPad and asks me to verify my information so I could proceed to purchase a brand new charger. Basically, what I said went in one ear and out the other. Are you kidding me? I told her AGAIN, I didn't want to buy a new charger, and finally left. read more

This star is for one guy who was very racist to me and gave me bad attitude that made me not going to apple store in Bellevue again!!! Leave your personal things at home apple store is not your own. I asked him if he could exchange my I phone case which is passed the return policy he told me he couldn't do that in a bad attitude. I understand he was right but his attitude wasn't,And I asked him if I could talk to a manager and he told me he was a manger and he started looking another customer to help while I was standing there!!!!h read more

This is probably the second time I've ever set foot in an Apple Store (true story!). The fiancee took me here to pick out an Apple goodie for my birthday. Embarrassingly enough, I will admit that I have never owned an I-anything. So yes, I was a bit intimidated walking in. The store was absolutely packed on a Friday evening (as was the Microsoft Store directly downstairs, cuz of the new Surface tablet I assume). I had a hard time figuring out what I wanted, but after talking with a few reps about the different wireless capabilities and types of gadgets, I decided on their newest IPad and a Lenovo bluetooth keypad (how the heck do you type without a keypad?!). A nice woman brought me to their setup counter and we got everything registered and ready to go. I liked the layout of this store and the quick and honest customer service. I hate being upsold (or whatever the term is) and I did not feel any pressure to get something I did not want. Yesssh. read more

What can I say? It's an Apple store. Sales rep was a little too chatty, and please turn up the air conditioning! Otherwise, spotless and beautiful as always. read more

Such a great experience there. I came in on a Thurs evening because my new iPod Nano was nonfunctional. Immediately as a I walked in, I was greeted, and helped. At the genius desk in the back, the guy tested it, found that it was a hardware problem. He immediately passed me to a different guy who ordered me a new one. I was in and out in 15 minutes!! I went to pick it up today(it arrived 2 days later). I also was in and out in about 10 minutes. Amazing service and so easy. read more

A dreadful task to have to spend time fixing an old iPhone, but my poor attitude quickly changed the second I crossed the threshold of the Apple store in Bellevue Square mall. I had a fantastic time at this Apple location and recommend it highly! I went in to find out why my Facebook app was crashing and discovered the OS on my 3GS had essentially surpassed its life expectancy for certain apps. It became clear that FB, among other apps, was no longer going to cater to 'old' systems such as mine. So, an upgrade to the iPhone 5 was the cure for my malaise. Billy, from Tennessee, started me out. He spent a lot of time with me and was very patient and kind. Once the process was well underway (I had my new phone, etc.), he cleared table space for me in the back and connected me to another set of people that would help me sync my laptop and every other piece of technology I brought in with me. - As a surfer would say: 'Totally-radically-awesome!' Now I didn't have to go home to spend hours trying to get things up & running on my own! The Apple store not only had someone to help me, I had an entire team of helpers guide me every step of the way! Every Apple employee was very friendly and super helpful. This Apple store is a 'well-oiled machine' and its' processes and flow are second to none! A special thank you to Billy, Lauren, Tyson, Zach, & Charlie. -An extraordinary team!!! Thank you Apple!!! read more

I always have the best service at the apple stores. Went to buy a cable to connect my Mac to my tv and they are always fast. I love that you can pay right there to the employee that is helping you. I never stay too long because they are fast and if I stay is to see what's new. read more

iphone apple care is basically a scam. I went to the Apple Store thinking that they will provide the best customer service, instead the "Genius" dude started giving reasons why the charging cable is supposed to be falling apart. My friend "The Genius Dude" the cables that you used to include with iPhone 1st Generation I still have them intact. You guys are putting cheap material in the new cables to stretch the end user after 6months of using the phone to spend extra $17 just for a cable if he did not buy Apple Care. I will update this review if the customer service by "The Genius Dudes" gets better! read more

I'm from Atlanta, GA so needless to say if I'm doing a review for this store either something went well or went terribly bad. Well, I visited this store on Tuesday and I didn't have any luck on iPhone 7plus nor Apple Watch series 2. Visited the store again on Wednesday and they had one Apple Watch Series 2 available. Sales Rep Mohammed was very helpful and gladly helped with the transaction. He even tried to get me an iPhone 7 plus for my wife but alas someone beat us to the last one for that day. Regardless, this person tried his best. He then directed me to Eric (I think; unfortunately I can't remember the name however he's the skinny young lad) who helped me out with setting up my Apple Watch series 2. Again, this gentleman was very calm yet enthused about walking me thru the whole setup. Granted this place wasn't as busy as it would be in Atlanta Lenox or Perimeter location however the folks at this Apple Store by far superseded on being courteous and helpful as compared to any other Apple Stores I've been to around US. Thank you for the pleasant experience :) read more

Terrible customer service. They text me that they're ready to see me for my service appointment and if I don't check in they will cancel. I check in and they make me wait 25 min. I ask the checkin associate how much longer and her best answer is "I don't know, you have to keep waiting." Not even an apology or empathy. 5 min later another associate finally approaches and at least is apologetic, but still can't tell me how much longer I'll be waiting. Other people are complaining of waiting over 35 min. With my family waiting for me to grab lunch, I decided to just leave. I was thinking of getting an iPad for my daughter and now I want to dump this iPhone altogether. read more

Apple creates the best computer products for those of us in the UX design industry. My trinity of productivity: iPhone, iPad Pro, and iMac 27" 5k Retina. read more

Was recently in the store with my husband to get a small crack repaired on his iPhone. While there, my phone started acting funny (touchscreen wasn't working). I was able to talk to someone immediately about scheduling an appt, which they were able to fit me in later that afternoon. It was crazy (7 launch weekend) so the store was packed but I was out of there with a replacement phone in 45 mins. Josh was fantastic and amazingly helpful. read more

Brought my old iPad 2 for recycle and according to the website they give a store credit for ones that are in good condition, but this woman who greeted me as soon as she heard i want to trade in, she told me I have to do it on line, or I HAVE TO use the credit on the same transaction, didn't really want to help assuming I am not going to buy?! So I told her that's why I'm here at the store I want to look around for another one, she send me to her co-worker and told her I have to use the credit on same transaction before I trade in I need to buy something first. I over heard her name is Emily. But that was not true when the second girl tried to help me with my purchase. She asked another guy to confirm. Emily was obviously racist! read more

I hate going into this store for anything other than to look at stuff. Today, for example, I went in to see if my 6s qualified for the free battery fix. The greeter asked me what I needed. I said I needed to figure out if my phone had one of the bad batch of batteries. She says "go to Apple.com.......". I said "no, I'm here, let's check it real quick." She says "go wait in that line for a tech". I waited for about ten minutes. Gave up. Went back to the greeter. I said I would try Apple.com. She helped. Reluctantly. I have a bad battery. I said how long to replace it. She says "90 minutes AFTER you wait in that tech line!!". I said bye. As I walked out, I asked myself why I would put myself through this futile exercise one more time KNOWING what the outcome would be!!! The most poorly run store in Bells quarter!!! read more

Every time I've been to the Apple Store, it's always been packed. However, there is plenty of staff to get you in and out. The staff is pretty friendly, helpful. Also, there are many discounts you can take at the Apple store. If you have any association with education you can get a substantial discount. (student, teacher, PTA, PTSA , work for companies etc- they have a book that lists specifics) read more

Awesome. Not too long to wait, not too crowded, everyone helpful and Tommy was the best!! Best of all they did not run out of iPhone 4s. :)

I've been to both Apple stores today. I was helped by Frank here, and Daniel at the university location. Both gentleman were helpful, smart, and accommodating. Service was exceptional! I am impressed and awed at their amazing customer service, and thankful for all of the help and careful explanations both have to me. Each went out of their way to be helpful and of service, and both went above and beyond to make sure my experience was exceptional! Thank you Frank and Daniel! read more

This place is screwed up ...University Village Apple ... store we have purchased two computers in the last week. This last purchase is so fowled up you honestly want just give everything back and get a Microsoft ... The people are nice but they are so busy & so rushed your herded around like cattle.. Wrong cattle are treated better ... We felt more like sheep ... They try to do 3 things at the same time so 2 of the 3 have to be redone .. It's impossible to call the store .. You get "apple Care"! And again while nice they ( AppleCare) have no idea what's going on in the store .. All we want is the new computer we spent $$$$ on plus another $$ to transfer info from the old to the new .. Possible ? No , no they sold the item but then forgot the 2nd part of the sale .. Transferring the info from old to new .. It's almost funny they were throwing each other under the bus so fast making excuses ... But we still have no computer .. Can we come back next week .. Really ? Maybe time to sell my stock .. They've forgotten half of what made them great ... Real customer service ! read more

Every time I have been here it is a free for all, with a bunch of Apple employees on their devices avoiding eye contact, long waits, and hurried unfriendly service read more

This has to be the biggest turnaround for any company, ever! Just stop in a store and see about a dozen sales staff running around helping a parked store. Apple gets it! read more

Ordering online and picking up in store should be quick and convenient. I ordered a new iphone for pickup and although it was said to be a quick and easy, it was on the slower side. My main problem here is with CS. It was....meh. I first walked to the store and saw the line outside and went to ask the gal that directs customers what it was for. She looked at me with a blank face. I told her what I came here for and then she redirected me to another gal that could get me situated. (I wish I remembered their names but unfortunately I don't) apparently she could only help for "quick checkout" and told me to go back to the gal I was initially with. She was really nice but I was hoping that she could help since she seemed like the only employee that was free at the time. I went back to the other girl. She talks on the mic back to the other girl and rolls her eyes/widens them like she is annoyed. She told me to wait for what seemed like 10 mins. Finally a guy came to help. He was nice, but I could NOT for the life of me hear what he was saying lol. He mumbled his words (which doesn't help in a huge, noisy store) and I felt like I always had to ask to repeat himself. At least I got my phone. PS - having the code saved on your phone will not make the checkout process quicker at this location. read more

I bought an iPad Pro in March 2020, it did not work for me and I wanted to return it. Shortly after, Apple closed the retail stores and support told me that I can only return to the retail store within 2 weeks after the stores reopen. I've been watching the Apple Bellevue Square store's web page and finally it showed that it's open. I went there, but it was actually closed, just wasted over an hour of my time. Multiple workers at the mall saw me holding that iPad and told me that they see frustrated people all day trying to get to the Apple store, saying that it should be open, but it's not. I called the store's number, waited "for the next available specialist" for over 40 min, and then they hung up on me. The support link on Apple's website gives a list of categories, I select iPad and the page just hangs. I tried AppleSupport on Twitter - no response. There seems to be no way to return a merchandise to this store, people tell me that I should buy through Apple online store - very true. read more

Worst customer service ever. Rude and takes forever to just buy a screen protector. Only step foot in here because of my kids.

I love the apple store. Every single one. This store was redone this year I believe, so it is now three times bigger than before. It is awesome. Biggest one now in WA state. Service is not as good as Uvillage though. read more

This was the first time I needed help with my iMac so I made an appointment with the Genius Bar. I was greeted cordially and someone immediately took my iMac from me (it was heavy carting it from the parking garage). A Genius got some diagnostics running while I waited for Blake. It probably took Blake about 15 minutes to fix the iMac--both my missing Users folder (solved by updating iTunes--it's a bug) and reworking the wifi settings. Best of all, it didn't cost anything. Some other nice technician offered to carry my iMac out to my car for me. All in all, I'm up and running again, Blake was GREAT and knowledgeable, and I'm a huge fan of the Bellevue Apple Store and their service. read more

For some reason this Apple Store has the rudest, most condescending managers and employees I've seen working at this company so far. They're crazy unhelpful, unwilling to go the extra mile to help their customers. Also, it's impossible to get someone to help you. Head down to university village, it's a much more beautiful store. read more

I was not able to use my e-mail, so had a technician do what was necessary to get it to work. He was very knowledgable and patient with me while we worked on the problem. Thanks! read more

Horrible customer service. My husband scheduled an appt to have his battery replaced. When he went in, they confirmed that yes, he needed his battery replaced (thanks for the confirming what we already knew considering his phone would drop from 75% to 40% then shutdown!) but that they didn't have any batteries in stock. He asked why then even bother setting up an appt? They told him they would email him when they got a battery in stock for him. 2 weeks later, I must say that we were surprised that they did actually send him an email that there was a battery for his phone! So he dropped by after work. Of course he had to leave his phone there because it couldn't be replaced then. He was told an approx time it would be done about 4 hours from then. He asked if they could call me when his phone was ready to be picked up, and the woman took down my number but said don't count on a call because they don't have time. Seriously? Not one of your wall flowers has 10 seconds to make a phone call? Hours later he returns (and she was right- they couldn't bother to call me) and now only time will tell if they actually did replace the battery. The charge on his phone was at the same percent as when he left it, and in the drive home from Bellevue to Redmond sitting locked, it fell 5%. On the service ppwk under "serial number" they wrote "battery." So we'll see.....now I'm wondering if I can go into work tomorrow and pull the "I don't have time" excuse. read more

I was, still am having issues with my iPhone. It has been hacked. My IP address and AppleID password was changed without my knowledge. Whenever I would try to make a call it would suddenly cut off. I also had proof that within a couple of hours my passwords were changed. As I tried to show this to a "manager", I could see in his face how he wasn't believing me. He then proceeded to say one of the most hilarious things I will ever hear. "There is no way you're phone is hacked. The iPhone has the best security in the world." ........ I then realized how I always get the same type of service from these so called Genius Bar Technicians. They don't know how to actually solve a problem. But they do know how to regurgitate their excellent sales training. He had no desire to even try to help me solve my problem, and I could tell that he wanted me gone. I have never been so disappointed in a manager as I was with him. Not only was I disappointed, but I also had a mix of embarrassment and feeling defeated. Not only do I have no desire to ever come back to this Apple Store, but I think I'm just kinda done with Apple. All I can say is nothing is perfect. Any phone can be hacked. And there needs to be some actual customer service training done. I dealt with a manager, and he had horrible service skills. Next pep talk before opening, just throw out there that making a connection with a guest is just as important as trying to sell them a new phone.. read more

I was really happy with experience at the Apple store in Bellevue, they were very helpful in ansewering all og my questions and just great customer service!! read more