I am very disappointed with my most recent visit. I was led back to a table with an apple employee who told me that he would be getting me started while we waited on a technician who was running behind. He took some information about my device and then tried some keystrokes that I had already tried with over the phone help I did. He went on to say it would need to be sent out for $475 to fix and there was no guarantee. He then showed me the options for purchasing new device. The appointment did not sit right with me so I scheduled another appointment at the Pentagon City location. There I met with a technician who provided more insight into the problem and different options for fixing it. I am so happy I went to second location because the information I was given was incorrect and I would have wasted money that I don't have purchasing new computer. I never got a survey from this visit and Carnegie library and was dismissed before having the chance to meet with the technician. read more

I never post Yelp reviews but had a great experience at this Apple location today and feel like they deserve major kudos. This location is beautiful- so spacious and airy and has a great central location. They have a good check in system in place to limit the number of customers in the store while still helping the flow to move efficiently in COVID times. The main reason why I wanted to write this review is because Nathalie was so incredibly kind and helpful. She was so patient in helping me troubleshoot and fix my phone and so understanding and easy to talk to in a stressful moment. She was so knowledgeable and I am SO grateful she was able to bring my phone back to life. Couldn't have hoped for a smoother Genius Bar experience. Thank you Nathalie and Apple Carnegie Library! read more

This is my third time coming to this Apple store. On all three occasions I am treated with respect, patience and though they are busy the employees are constantly trying to help or triage so when I do get to the genius tech my problem is fixed faster. The past three visits I've done have all been within a year - iPhone 8 Plus needed battery replacement & MacBook Pro needed screen and charger replaced. The store is also handing the Covid cleaning and distancing perfectly. read more

Terrible Genius Bar teams They didn't want to replace a device (iPhone 11 Pro Max) after Apple Care demanded they follow the instructions. They wanted to fix the phone after a terrible experience with these exact same folks at this same store months prior. Learn to respect a customer. read more

Very bad time at this store today! I created a Klarna card to use for my purchase today. I thought it would be really simple to use it in the store. It was not. The associate who assisted me fiddled the Klarna for about 10 minutes, only to tell me the store couldn't use the Klarna card I generated unless it was in my Apple Wallet. She said all I needed to do was upgrade my phone, and it would appear in my wallet. Sooo, I spent around 45 minutes trying to upgrade my iPhone--VERY slow Wi-Fi in this store. Only to find out that it STILL wasn't in my Apple Wallet. So then she decides to tell me that I should just order it for pickup via the Klarna application. This was an ENTIRE waste of over 1 hour! AND I now have to wait until they complete my purchase to pick it up! Had she told me to just order it for online pickup, it probably would have been ready. AGAIN, a waste of time. ALSO, I have had MUCH friendlier associates. I get that my issue was taking some time, but I am STILL a paying customer--with over 8 Apple devices! I usually get great customer service at Apple Stores, but this was definitely my worst visit, and the only one in which I felt like me trying to make a purchase was an inconvenience to the Apple Associate. Even though this Apple location is very convenient, I will go to another location next time! read more

This location is literally in the center of dc. I love that for them. Think of the meme when you read that part. I was able to reserve my iPhone 11 pro and pick it up within 4 hours. There was a wait but that's expected as I ordered my phone within 2 weeks of its debut. There were some bumps as far as check in and the transfer of data not being completed the first go round due to the Bluetooth feature being turned off. But why leave a decent review? Because I was able to get exactly what I wanted within a few hours of buying it. Wayyyy better than the online shopping options. A few friends pre ordered their phones and I got mine first. Can you say winning!!! read more

Slow + no early business hours during the week + parking nightmare = fair customer service. Plan to wait for parking, the store to open (10a), and to see an advisor, even if you have an appointment. This is DC, not LA! read more

The store itself is beautiful. Worth a visit to see the historic building turned into a innovative and beautifully functional space. The customer experience however leaves something to be desired. I usually go to the Georgetown store and wanted to try this.... The sales rep seemed I excited to be helping me, didn't really do much to help me decide what watch or color I wanted and wasn't super engaged. I could tell she was just trying to work through her queue and get to her next ticket. Georgetown is so different. The employees seem genuinely happy and excited to help you. Every time I've gone there they've stayed with me until all of my needs have been met vs Carnegie where she just pointed me to a wall and told me to browse while she gets through her queue. Turns out she didn't ask me what I was looking for (an accessory for my phone), which phone I had etc... so she pointed me to the wrong place and I just ended up helping myself, which is fine but Georgetown is just a much better experience. Carnegie is beautiful but if you want someone to spend time with you and help you have a really great and personal experience, go to Georgetown. I'll just stick with the Georgetown store from here on out. read more

Don't come here if you have anything below an iPhone X-- they will not be able to help you! Made an appointment online to get my iPhone 8 Plus' cracked screen fixed-- showed up, and not only did they not have a screen replacement, they didn't even have the actual phone in store to switch out the whole thing and couldn't tell me when it would be in stock. How an Apple store doesn't carry their merchandise is beyond me. What's the point! When I politely said I wish that I would have been notified that I wouldn't be able to get done what I made an appointment for before I schlepped down for in 100 degree weather-- I was told that the system doesn't do that and if I should have called?!?! Like what year is it even. If Apple can figure out a way to eavesdrop on all my conversations to populate my instagram and facebook with ads of words i literally spoke 30 seconds ago-- I am sure they can figure out how to connect the online genius bar reservations with store inventory. Get on it Cook. read more

I needed a phone repair and I left it overnight since they planned on taking over an hour to fix a cracked screen (this is pretty normal at Apple stores since they run diagnostics). I pick up my phone the next day and the employee bought back a phone with bubble wrap and said everything was okay and my phone was fine then expected me to sign a statement claiming that I agree that the phone was back in perfect working condition (and other nonsense) WITHOUT ME EVEN SEEING THE PHONE! The employee was hesitant about letting me see the phone and did not allow me to touch it...HOW DO I KNOW THIS IS MY PHONE AND IF IT EVEN WORKS. After I sign the form, I get my phone and I notice the screen was perfectly fixed but nothing else was working, I shut it off then shut it back in and nothing...I inform the employee that the phone is at"not working and they said I have to re-check in and go to a different representative and it can be another long wait.....LIKE YOU DIDN'T LET ME REALLY CHECK MY PHONE AND NOW IT ISNT WORKING AND YOU WONT FIX IT RIGHT NOW...it is the same problem. It was over all a lot of speaking with multiple different people and a overall frustrating experience. Employees are overall nice but some are inadequate. Also, check if your airpod pros are recalled....they won't help you after it has been a few months since the recall was posted in their website/news. read more

Don't pay with cash if you ver plan to return your items. Apple store employees are notorious to deny your refund if you paid them in cash. I bought a new iPhone and when I decided to return it, the manager stated he wouldn't refund my cash. Apparently, apple can only mail you a check to customers who paid in cash, which in can take up 2 or 3 weeks. Imagine if I was a tourist, not sure how that works. This was the most bizarre experience I had at apple store. read more

I loved the store, gorgeous historic building, huge interior. Very clean and organized, staff was very helpful

I am extremely disappointed with Apple and their lack of help of any sort in my problem. I bought a hard drive in June of this year it crashed. I bought the hard drive from Apple. I set up an appointment they told me that they could not help me in any way. I went to the website at the hard drive they are dodging me Apple has both recommended a product that has no true warrantee. And they are refusing to help in anyway. No advice. I would advise everyone who reads this to think twice about buying from a company that will not back up its products. And that sells inferior products. This hard drive was recommended to me by Apple and they cannot or will not back it up. I've had a long and good relationship with Apple this has just destroyed it anybody the guys from them is extremely foolish read more

Cool building, horrible service! Not just one negative experience but several. I was turned away 45 minutes before closing due to being "short staffed", despite being told to come in because my order was ready when I called before going in! Again, the next day, I met several less than helpful employees. I even saw them turn away an old lady looking for help setting up her new iPad. The most entitled and pretentious Apple store I have experienced. read more

Made an appointment for the Genius Bar at 5. Had to wait for an hour inside before anyone would see me. To pass the time I thought about how many terrible COVID-19 takes Steve Jobs would have had if he were still alive which made things a little better. read more

Wow I was told that I need a shopping reservation just to get a plug for my charger. Also told that I couldn't do a walk in. It's a simple purchase but yet Apple thinks I need my hand held to get a plug! read more

Love how They are improving a really social inclusion in this shop. A really good experience.

The service I've experienced at this location was and has been extremely disheartening. They've been rude and very unprofessional, the quality of feed back was by far my worse in over 20 years of purchasing apple products. I hope and pray someone reviews this and makes changes to better assist customers. Especially during these time. read more

This store sold me the wrong (older version) of the MacBook Pro at the exact same price and won't give me any explanation as to how this happened. The manager told me that they chose the model of MacBook that came up first in their system, meaning a customer could end up with the Intel or M1 chip at random. Furthermore, the store employees have spoken to me rudely and blamed me for not noticing their mistake more quickly. The manager lied several times about the price options available at the time, even claiming it was not possible to upgrade storage and RAM of the M1 MacBook, which is very easily fact checked. NEVER buy in store here -- just order online so you know what you are getting. read more

Excellent experience, helpful staff, not used to being able to get immediate service as this store has lots of employees compared to others i have shopped at around the country. Made a few purchases and checked out the store. Its great read more

Appointment times are completely bogus. Showed up at my appointment time and was told it would be a several hour wait with no option to reschedule. read more

This Apple store is beautiful, but when I was shopping today it was so many employees standing around and not asking to help anyone. I then asked for help and was told I need to make a appointment to ask a simple question about a product I wanted to know if it was in stock or not. I then asked somebody else and they were able to answer my question without asking did I have a appointment to speak with an employee.... read more

It was very bad the place is beautiful and al the service is a little slow but the reason I gave one star is for a lady that it was suppose to help me instead just stay stupidity about a change I want to do in my phone and goes against the politic of apple and their new thought of being friendly with the planet read more

Nice location, a really layed our store which is why I gave it 3 stars. My mom iPhone 7 went out for no apparent reason so I made an appointment and took it to this location, I usually go to pentagon but I was anxious to see this new one. The representative was very nice but wasn't helpful. She "troubleshooted" the phone using an iPad and basically couldn't detect the problem so she had a very difficult time explaining to me what the possible problem could be. I've seen this practiced at other locations so I'm assuming this how Apple trains their employees but I would be at ease had she actually taken the phone to a technician for further assistance or for someone to be able to take a more in depth look at the phone. They seem to be really careless that people spend so much money on these products, all for them to break and not be able to explain why or how. read more

I've never been this unhappy with a store. They destroyed a year's worth of photos of countries I can't go back to and people I won't see again and repeatedly gave me incorrect information. A month ago, my iPhone was stolen. I had an old backup on my laptop, but I noticed that more recent photos were available on my iPad even though I had never synced them, so I hoped whatever mechanism had done that would make it possible to recover other recent data. I went to the Apple Store with my new iPhone and old iPad to see what could be done. The first person I talked to didn't listen; just said losing data was my liability without paying for iCloud. He told someone else to set up my new phone but give up on recovering data. The second person didn't listen to me, either. He talked over me while I showed him the photos on the iPad that I wanted to have on my phone, too, and THEN HE DELETED THEM. It was insane. For a few minutes he denied he'd done it, but we had clearly both just seen the photos that used to be there. It turns out they were available on Photo Stream, but he was so ignorant and rude that he didn't realize he was turning off Photo Stream by connecting my iPad to my new phone, instead of recovering anything like I asked. Eventually he panicked and got his boss, who at least a) figured out what happened and b) kind of apologized and acknowledged they had wrecked any chance of getting data back, including the photos that I had until they messed it up. The boss also told me that my Notes app data was gone, which was not correct. For some reason my wifi passwords are also saved, but my contacts were not. In short, I left the Apple Store substantially worse-off than when I arrived and with a clear impression that the employees don't know what they're doing. I cannot recommend enough that you steer clear. Dealing with sketchy recovery software is literally an infinitely better choice that letting these jerks touch your Apple equipment. read more

I'll never go to another Apple store besides this one! Excellent service here! I visited this Apple store unfortunately 3 times in 36hrs. First visit was to purchase the Apple AirPod pros. I was in and out in literally 5 minutes on a Saturday. Unbelievable! Second visit I had to return in 36hrs because I lost an AirPod. I was helped by a lovely deaf gentleman. I don't know sign language but we communicated through an iPad with the Smart Keyboard and he was super helpful. I believe his name was Logan. I was unable to have my service handled at that moment because I didn't have a Genius Bar appointment but he helped me to make an appointment to come back in a few hours. In and out in about 6-7 minutes. My third visit was to purchase one single AirPod. I showed up for my appointment, waited about 5 minutes for a tech, took him about 5 minutes to set me up with a new AirPod. In and out in 10 minutes. I will forever only visit this Apple store! Love you guys! read more

i am 71 with a knee brace and strong otherwise but could mot open door. two young men standing at door refused my request for help opening door . both entering and leaving. i will never buy here. disgraceful . sales help mediocre as well read more

Excellent customer service and obviously beautiful architecture. Highly recommended if you need to upgrade or even just to check out.

This is very nice place to visit in Washington DC. I really like the attitude of the people working in the store. This is a very amazing place to go around and looking for a apple new devices. read more

I was denied service! The staff are incredibly incompetent. The first representative seemed disoriented. I called them out on not knowing their inventory, pricing, educational programs and because of that, their team lead called me nasty. They ask inappropriate and intrusive questions that are unrelated to the purchase. The team lead and other staff kept advocating against the incompetency of the first representative saying they were new. I kept telling them that I do not want to continue having the conversation because it was getting escalated. The team lead kept insisting to talk and I had to turn away. They then said, as team lead they were canceling my transaction and denying me customer service. I have never experienced anything like this before. Incompetence was excused, additional staff were brought into the situation and only heard one side of the situation. All I wanted was to check availability of the devices to buy in store or wait and buy online and what educational program would be best to use. I cannot believe this escalated this way. read more

First off this is a beautiful store and absolutely enormous. With that said when I walk into a store, ANY store it is so I can see and feel the product otherwise why not buy everything online. No such luck here. I walked in and asked to see the cases for the iPhone X and was shown tiny thumbnails on an iPad mini...with the sheer size of the store they should have a heck of a lot more inventory out. I realize the x is not the newest generation but I don't think it's unreasonable to have the current and previous gen products out especially in a store of this size. Needless to say I walked right back out because if I wanted that sort of shopping experience i can simply turn to my phone... also they had some sort of performance happening in there that was at about a billion decibels so even if they had the physical product to choose from I doubt I could have as I could barely hear myself think! all around pretty bad experience. read more

I had a great customer service experience at this store today. I had an appointment to get a new battery for my phone. After meeting the store rep. Justine I decided to purchase a new phone. She was AWESOME! She was very personable, amenable, and professional. I didn't feel rushed or pressured like other establishments. Very plainly, if not for her I would not have purchased my new phone. Love her! While trying to connect my new phone with my carrier, Jamal came over to further assist me. He ran into some issues with connecting the phone to my carrier. His persistence was something to behold. He searched all avenues with regard to resolve my challenges. He definitely did his due diligence in validating my concerns, while also effectively assisting others. Extremely professional!They were both great! Also the COVID-19 procedures were on point with the whole staff upon entering until you leave. I reside in Bethesda, but I will be patronizing this location. Robin G. read more

Great employee morale and overall atmosphere. The nicest store I've ever been in. There's a huge area for Today at Apple sessions and a small gallery downstairs. Great job, Apple! read more