I was locked out of my new iPhone (day one, I might add). I showed up with the iPhone and the receipt from Verizon (did not purchase from Apple). I was very courteously greeted and given an estimate of 25 minutes. Within minutes, the greeter found me and told me the time was now reduced to 10 minutes. I then sat down in the back and was called on immediately. Cayden, the young man that waited on me, was absolutely terrific. He is obviously knowledgeable, but is also very pleasant. Within 10 minutes, he had my passcode re-set. He then proceeded to re-load everything on my phone (that Verizon had just charged me $29 for). And Cayden did more more than Verizon. I highly recommend Apple Coconut Point and I even more highly recommend Cayden. He is one very smart kid! read more

I'm genuinely surprised at how poor the management experience is at this location. I now actively avoid coming here because of Jasma. The level of rudeness and lack of basic customer service from someone in a leadership role is unacceptable--especially for a brand that prides itself on its in-store experience. What should have been a simple, exciting order pickup was turned into a frustrating and unnecessarily negative interaction entirely due to management. There was no ownership, no professionalism, and no effort to create even a baseline positive experience. What makes this worse is the contrast with the frontline staff. They were excellent--attentive, helpful, and clearly committed to delivering a great customer experience. The fact that they can consistently perform at that level without leadership modeling those behaviors is telling. They're operating in spite of management, not because of it. That kind of disconnect doesn't just happen by accident--it reflects directly on store leadership. read more

Absolutely terrible customer service. The rep I spoke with had no sense of customer care, was vague with his responses and clearly had no sense of propriety with customers. I eventually spoke to the Manager about being overcharged. I asked for their Legal Dept. It took him 10 minutes to retrieve a phone number. It's bad enough that the product quality continues to deteriorate but coupled with this experience and my law firm will shop other manufacturers in the future read more

They lied to me. They did not want to replace the battery on my iphone and wanted me to pay mora than 500 for repair. I went to the other store in Naples and got my phone repaired easily. now it is working perfectly. read more

Customer service was horrible, management said "well she's normally nice" I don't know what happened. He also had an attitude. Save your time go to waterside shoppes, exponentially better customer service. read more

Had to seek some help at Genius Bar regarding a 2016 IPad battery issue. The battery was considered past its service life; I was offered a new 2016 iPad like mine new in box, new battery, out the door for $99.00 plus tax! Amazing. Great help from courteous associate the whole time. Apple is the best! read more

Apple is Great Overall. The Service is Nice. The Value is Good. The Selection is Fantastic. The Apple Location is Great Overall

My wife and I are long time Apple users. We have have Apple phones, iPads, laptops, and watches for many, many years. That said, we have been to a lot of Apple stores over the years with mostly favorable experiences. In the past we have always gotten proper attention and help from the Apples staff at whatever store we were at. Not yesterday, however. We bought a new Apple watch for my wife from a salesperson named Anthony, and he was very helpful in guiding us to the right product. After the purchase he sat us down at one of the available tables to first download the latest Apple software, and said he would be back to help us sync the new watch with my wife's iPhone. He informed us that he would check back periodically to see how the download was going. Well, that didn't happen. Not only did he never check back with us, we came to find out he went home for the day while we were at the table waiting for the software to download. Apparently he just forgot about us entirely! During this time we were having trouble with the new software in that it was taking an inordinate amount of time to download. When I then asked a nearby sales associate if he could help he was rather curt and obnoxious while telling us that he was a salesperson and not a tech person and that we would have to make an appointment with the Genius bar if we wanted tech help. I do understand policies and procedures in business. That said, what was irritating is that he didn't bother to apologize for our rep leaving, and he didn't offer any help of any kind. My wife and I are not overly sensitive people, however we both found this person to be dismissive and rude. We ended up taking the watch home and syncing it ourselves, which was no big deal. What was a big deal was the non-caring, non-professional way that my wife and I were treated. read more

I had a great experience at the apple store and they were very patient when helping my sister and I appreciate it. There was a gentleman there that taught us how to draw and he was very kind. I had so much fun, thank you Erica and Dave. read more

Apple Coconut Point - The picture I drew - Computers Near Me - Estero, Florida

My experience at the apple store yesterday was beyond frustrating. I arrived for my 3:05 appointment at 3pm and checked in with the associate. I hung out until about 3:40 and then inquired as to my place in line. Initially, myself and another gentleman asked a young lady named Jess...who walked away without answering and another gentleman ended up helping us. He told us the gentleman was 3rd in line and I was 6th. I had my 5 year old son with me and it was freezing inside the store. I inquired if it would be about another hour and he confirmed so I told him we were going to step outside for about 30 minutes to warm up. We went out and hung out in front of the store a bit, then about 25 minutes later came back in the store. Upon walking in Jess, spoke and said she would check us in and get us back in the que, which I thought was weird, but I just nodded and we went and sat down. Another (freezing) 30 minutes went by, and I asked a young lady to check on our status, she looked at she stated that we were not checked in. So I went to Jess to inquire as to what was going on. The whole time I was very polite- really just looking for answers to how long we were going to be waiting. And she was VERY rude. Her attitude was just awful and snippy and she made comments like "we aren't responsible for searching for you at the mall" in which I was completely lost because we were only right out front. I kept trying to explain my question to her (which was why weren't we in the que) and she kept stating nothing that had to do with my question. At that point, I politely asked for a manager. A team lead came over... I've forgotten his name and I feel awful about that but he was very helpful in getting us taken care of and out of the store. He then told me I was 4th in the cue, which I didn't understand because the gentleman that was 3 in front of us was being helped. Ultimately, my frustration lies in if I make a 3:05 appointment, why does it take so long to be seen. Are these truly not appointment times? What happened to the days of the big screens with your name on it so you can know where you are in the process. It's frustrating just sitting there having no idea how long or what is going on. Additionally, there were SEVERAL members of the Apple team just walking around together and or in groups hanging out the whole time I was there. Maybe there needs to be more genius bar employees versus whatever it is they do. Because it seems like a waste of employee. read more

They took over an hour to switch out and give me a new battery... they cracked my protected guard for the screen. I asked them about it and they said it was already like that, like I was to blame or I was lying... very much unhappy with the service here!!! read more

Apple Coconut Point - Weak ass customer service - Computers Near Me - Estero, Florida

Just purchased a new MacBook and had the best experience with Adam. He was amazing; so nice and kind, and efficient!! Best experience I've had at any Apple. Thanks Adam! read more

So I was apprehensive to go to this or any Apple store after dealing with the one in La Encantada in Tucson where we moved from. That involves waiting in line for minimum 45 minutes and being treated like you are a complete moron if you are not up on the latest technology and verbiage.Combine that with cramming of what seems like 500 people in a store that should reasonably hold 200, it's not only a fire hazard but a completely annoying shopping experience . So anticipating I might need an aspirin at best, or a scotch at worst , before entering this place I was totally prepared for the same ridiculous , condescending experience. We were helped immediately and even given credit on incorrect non used items we had bought previously in Arizona. Employees were courteous, efficient and totally redeemed my faith in the "Apple" experience. read more

Great shopping experience at this Apple Store. Kenneth, the genius that we worked with was very knowledgeable with the products that we were inquiring about and he made good suggestions for us. We ended up buying a lot of phone accessories, AirTags and even an Apple Watch! Make an appointment to get the best service but this was definitely a worthwhile trip! read more

Apple Coconut Point - Computers Near Me - Estero, Florida

See all

Absolutely horrible customer service. The manager was really rude. So, my wife after a long wait in line finally was assigned an agent. She wanted to buy the new iPhone 16 and after she decided she called me to pay. (I have the apple card). The agent told her "After your husband gets here come and get me". A few minutes later I showed up and the manager told us we have to go back in line. My wife asked her why should we wait in line again when she waited for her turn already? and the manager replayed "you wait twice or three times or as many times I ask you" . At that point I felt humiliated, and we left the store. I know that for a company as big as apple does not matter if a couple of people get angry or for similar reasons don't buy apple products, they still make billions, the "little " people don't matter but they still should treat their customers fair and with decency. For the first time in my life, I was very disappointed in an apple store read more

Getting a new battery for my phone should have been easy. In the end, the new battery was installed but it took more effort and time than it really should have. The following is some thoughts on what happened and what I feel needs to be improved. Appointments are required. I have no issue with this and, fortunately, we knew this in advance. However, their phone system is unnecessarily frustrating. Callers are forced through a phone system tree regardless of their needs. While I realize this is sometimes useful for the employee that eventually responds to the call, it is a hassle for someone that simply wants to make an appointment for something they already know they want and need. In my case, I wanted an appointment for them to replace the battery in my phone. Upon getting to speak with a person, it was suggested that we go to Best Buy in Ft. Myers instead. We were surprised they were authorized to replace batteries and decided to go with the suggestion. That ended up being a mistake, by the way. After making an appointment at Best Buy, having them check the battery (they insisted on checking) we already knew needed to be replaced, they agreed it was a bad battery but --- they didn't have any batteries in stock. Ugh! Another call to the Apple Store and we made an appointment that evening. The process of delivering my phone for a new battery installation was unnecessarily long. There is an issue with customer interaction and service in this store that has been mentioned in countless reviews and I saw aspects of it personally and happening around me. The store was busy but there was almost a 1 to 1 ratio of customer and staff. It could have/should have been a much better experience. We were told that "the system" was saying the phone was to be held overnight and we could pick it up the next day. Storm clouds formed overhead and lightening began to strike, if only in my head. However, I have a very expressive face and I'm well aware anyone looking at me knows exactly how I'm feeling. We were then told that they would see if something could be moved around so we could still get the phone back that evening. Upon returning, they told us we could either pick it up 5 minutes before they closed at 9:00 PM, or we could pick it up the next day. Alternatively, they would hold the battery for up to 5 days and we could come back to have it installed. We opted to have dinner and come back before they closed at 9:00 PM. I asked if they wanted my husband's phone number, in the event they were finished with the work before then. No, they didn't want it. "It doesn't work that way," was the response. Well it should. My opinion. Here's another piece of information. After that conversation, we saw on his iPad that the work was actually showing it would be finished in about 30 minutes. Upon noting this, they still insisted it wouldn't be ready until just before 9:00. This may have been a 2 star review. However, The Tommy Bahama Marlin Bar is across the street on the corner. The weather was great and we sat outside and had some good food and drinks. A couple of rounds later, we decided to check on my phone and it was ready. We did have to wait because they had only one person handling all of the hand-overs and payments. It wasn't his fault and he actually had a pleasant personality. So for his sake and the power of Pineapple Paradiso martinis, this became a 3 star review. Beware: results may vary. read more

Apple Coconut Point - Genius Bar: We had plenty of time to take pictures. - Computers Near Me - Estero, Florida

My mother and I were immediately greeted by Erica. She took care of what she needed and was very sweet.

It's just ok...they don't greet you at the door so you stand around. Eventually someone greets you. But prepare for long wait. My problem wasn't solved. Eventually solved with an independent vendor at much lower price read more

Be aware that the "identity check" they ask you to do to turn on the apple iPhone is a "soft credit check." I had my credit blocked to prevent ID theft and could not get them to turn on the phone I was buying. Since they were going to make me go to my carrier anyway, I decided to buy my phone from my carrier instead and got a much better deal in the end. read more

I made an appointment and they sent my I watch off 5-7 days until it gets mailed back to me. Just always busy and frustrating but most of the people in here do know how to fix the products. read more

My family has been avid Apple Ecosystem fans for years. Never had any problem that required more than a few minutes at the Genius Bar to address. However, my experience at this Apple Store today is by far the worst of my life. After spending 2 hours(!) waiting for my "Apple genius" to charge me $49 to replace a broken screen on my sons iPad, I'm told that I have to take my broken iPad home and call Apple support so they can send a form to the iPad for me to click accept on, and then return with the iPad to the Apple Store to have them replace it. Even worse, I'm asked to sign accepting a $299 charge for a screen that's covered under the Apple Care+ that I purchased. "We'll update it when you bring it back to swap." Avoid this subpar Apple Store if you value your time. You've been warned. read more

I have been to this store several times to use my Apple care My phone was lost. Then, we found it submerged in water. We returned to the store and they sent it out to the repair shop. Ten days later they sent it back to the store still broken!!!! I have even called Apple care numerous times with no result. JAMES was no help at the store and very rude. read more

I took a chance and looked online for the iWatch series 4. To my surprise it was in stock at the store. I raced over to see if I could grab it. My shock was how busy it was. I had forgotten today was the launch of the XR model iPhone. Anyways I was greeted promptly and the lady veriwd on her iPhone that it indeed was in stock! Score.... The lady was very helpful and helped me through the trade in process and got my new watch set up. Everything was completed in about an hour. read more

Apple Coconut Point - Computers Near Me - Estero, Florida

Came back 4 days after purchase for a more "dinner reservations" watch band. Was out 20 minutes later (12:20pm on a Sunday) with my Graphite Milanese band, 45mm M/L. Forgot his name, or maybe never got it, but they have an employee in a wheelchair, was the best part of today's visit. Original employee by the door directed me to speak with another employee who was with 2 customers already by the AirPods section, and told me employee 2 would be able to help me. Waited 10 minutes for employee 2 to finish with customers, then he turned to me and asked what I needed. Well apparently what I needed was to be added to the line . He sent me off to wait another 10 minutes, but told me if I could find the band I wanted on the in store shelf, any employee could just do a quick checkout for me. Did not find any Milanese bands on shelf, but here comes employee 3 rolling up on me asking if he can help. I told him I needed a new band, and he asked if I wanted to purchase any electronics or just the band? I said just the band. He did not even ask if I had an appointment, but followed up with "do you know exactly what style and size you want? I can just check if we have it for you if you do". Amazing. Took all of 90 seconds for him to tap on his phone and someone to bring him my new band. Then checkout was another 60 seconds. Thank you! Sorry I missed your name! read more

Apple Coconut Point - WATCH ultra with Orange loop band. - Computers Near Me - Estero, Florida

See all

We are clearly spoiled because we usually go to the Apple Store in Soho in Manhattan where there is plenty of staff of everything is amazing. While the staff in Estero is good and helpful, the wait is way too long and they are serving multiple clients at one time. It took two hours to buy an iPad Pro. Tim Cook would not have been pleased. read more

First of all, I must declare I am not an Apple person, I was just here with a friend. She needed a new phone as hers had gone to phone heaven. The only reason I am giving two stars is because of the customer service, or lack there of. We had face to face encounters with three employees only one was helpful. The other two were obviously uninterested in being there. They both were looking all around while giving us wishy-washy answers that were of no help. It was obvious that they did not want to help. And my friend was there to GIVE then money for a new phone. We ended up leaving frustrated and went to Best Buy to buy a phone. read more

The tech assisting me at the Genius Bar was able to repair two physically broken keys (from my attempt at fixing an existing faulty keyboard issue) and, more or less fix the original problem on my 2017 MacBook Pro. I was ready to be told it would need to be shipped out for repair and a turnaround of at least a week; also assumed this over a trade-in would way more cost-effective. Not really. Quoted ~$700 for repair+labor. Yikes. However... mine was fixed on the spot. Within the hour. $0. This is a capable team of people. read more

I took my iPhone 12 after getting a "NO SIM" message and no wireless signal a common problem with the 12s. When they ran a diagnostic check they were all green checkmarks. The phone is still under the manufacturer's warranty so any repairs would be free. The rep tells me they need to keep the phone for a couple of hours and for me to come back. When I get back they told me my phone had water damage and I would need to pay $500 for a placement phone. When checking my phone my screen protector was severely damaged and the corner of the screen was damaged. The rep kept saying that it did not matter because the phone had water damage. I asked why my perfectly good phone was now damaged they claimed it could have been water damaged but they were not for sure. I asked for a manager and they gave me the same story. This is a sad day for Apple, coconut point needs to be audited and closed they are running a bait and switch scheme and if Apple supports this crap I will never buy an Apple product. STAY AWAY you have been warned! read more

Apple Coconut Point - Alleged water damage after Apple tech opened my phone and returned it back to me - Phone did not have the damage when given to tech - Computers Near Me - Estero, Florida

See all

Stay far away if there is anyway you can. Take them seriously when you are directed to do your transactions online or through the mail. They have as many employees as customers and you still wait. You come. They tell you to come back at a certain time, and you still wait. read more

Denied entry to the store because it's only for online orders! Why have a physical store then? If I was going to order online then I wouldn't bother driving 1 hour to this pretentious shop. I thought Apple was operated by the the brightest people on the planet, but that is no longer the case without Steve Jobs. Un-Freaking-Believable. read more

Zero stars not an option so you get one, begrudgingly. I ordered a Mac for pickup thru the Apple App, using Apply Pay, set a pick up time at a local Apple Store (Coconut Point Estero). Arrived on time, checked in, Genius Bar person acknowledged we had an order but for some reason the order was "grayed out" so the order was "processing" and therefore apparently unable to deliver. Their suggestion? Call Apple Care! That is not a good sign, but we do. Guess what? Wait for it.... person answers the phone ends up transferring the call to another person. So, basically the associate places the responsibility on us, the paying customer, to untangle as to why my order is "processing" even though my Apple Cad has already been charged. I had not yet gotten a text or email to "confirm" the order but I am not going to wait at home for such a notification because then Apple Store will give me the runaround when I am late, and yes, Apple sets the timetable. Meanwhile, we end up with another sales agent and then a person purporting themselves to be a "manager". Based upon prior experience at this location, I have known people to represent themselves as managers but, in fact are not. Okay, taken at face value. Apparently Apple, as a matter of training, teaches their retail staff stonewalling and side-stepping as customer service methods. In this encounter, they keep referring back to a prior negative experience I had at another location, nice background but not relevant here, I probably should not have even mentioned it. But none of this is expediting my paid for order. We explain we have an appointment in an hour and the "manager" merely smirks and remarks how everyone is busy. Mind you, still on the phone with Apple Care. Manager departs myself and sales associate supposedly to look into it. Do you believe the manager asked me why I would choose pre-order with in-store pickup? Why not? Do I need to justify it to you? If it is such a problem, then why is it an option? Doesn't it work to your benefit? The customer has paid, walks in, collects, and leaves. When I mentioned in the future I will just bypass the store for shipping to me, the associate tries to plant that seed of doubt, suppose it gets stolen? Well, at least I have an answer as to why my device isn't in my hands, at the Apple Store no one knows anything. I was getting pretty frustrated by the circular logic and lack of focus on the bottom line- either give me my Mac or don't. We are well beyond the pick up time window, and it would probably take another 10 or 15 minutes for this additional research, but I am not sure what they expected to uncover, remember the other associate said my order was "processing" and grayed out, so if you could not tell me anything then, what more could you add now? And you know what? I am sure they would come back after all this looking around with an "I don't know" or come back next week sometime, good answer. If I wanted it 7 days from now, I would have ordered it for next week, not same day pickup right? I was going to be late for the appointment the manager sneered at. While they were supposedly "researching" I gave up and walked out of the store situation unresolved. No Mac. The finale of the call to Apple Care sums it up. According to Apple, just because they give you an appointment time frame does not obligate them to deliver on time, so you better not be late, but they will not respect your time. So do not take your appointment time literally but more like a guideline. I attempted to change my order from a pickup to a delivery, but they said they cannot do that, I would have to cancel the order and place another order. So I cancelled the order and did not place another order. So, in order to make lemonade out of lemons here, Iet us recap what we learned: #1- Pre-order and pick up is likely to be a disaster. Do yourself a favor, just walk in, ask for the product you want, pay for it, and leave with your selection in hand. It COULD BE, quicker and easier, maybe. #2- Better yet, order online and have it delivered to your home or office without any human interaction at the Apple Store or so called Genius Bar altogether. This would be your best option. #3- Do not take Apple timeframes literally, according to Apple they don't mean anything anyway. Apple will have your order ready when they are ready to sell it to you, not when you think you have a confirmed time. So, find something else to do while you wait such as a four course formal dinner, reading War & Peace cover to cover, or baking a turkey. Apple, you used to have great customer experience in person and online. You are doing a lot to talk me out of your products. I used to look forward to visiting an Apple Store wherever I went and just buying things because it was there to try out, but now I deplore the stores, its been almost two years since my last physical visit. Apple your customer service sucks. read more

I took my 7 year old MacBook here to get a new battery last week. It was 200 dollars. No big deal. I received excellent customer service from Norbert. He ran diagnostics on my MacBook and confirmed the only issue was the battery. The next day, after they sent it to be repaired, apple messaged me saying that there was water damage to the logic board and that I could get my MacBook back with the old battery, or pay $1,000 for a new logic board + $200 for the battery. This is crazy because brand new MacBooks with the same specs only cost $1,300. (Also, I've read that water damage inside MacBooks is not super uncommon for people living in humid climates.) I called apple service and they put me in touch with someone at the coconut point store. Over the phone, Mary Ann was incredibly rude and condescending. I asked if it would be possible to only replace the battery. She told me that "if we replace only the battery, you'll just have to come back later to repair the logic board"... okay but shouldn't that be my choice? She told me if I didn't want to pay $1200, that I should find a third party repair service. Well I'm glad I followed that apple genius' advice and found ubreakifix in coconut point. They were incredibly fast and friendly. Putting a new battery in my MacBook took less than 4 hours (it was supposed to take 4 days at the apple store). Also, it was only $159 there. Stay away from the apple store at coconut point. read more

I went to pick up an iPad (knowing exactly what I wanted). As usual I was redirected to a table and instructed to wait for someone. While I waited, at least half the staff stood around and chatted with each other. When I asked for help, I was told someone would be right with me. After half an hour of no help, I gave up. I am no stranger to Apple Stores and their process, but this store is particularly maddening. I literally watched employees stare off into space while I stood inches away. Another customer stood near me with AirPods in her hands, unable to checkout. What could have been a two minute transaction became a truly infuriating experience. read more

My son had broken his Iphone ..he went to this store to get a new phone at 8pm and was met by a staff more interested in going home than fixing his problem ..these employees lack compassion .. read more

Service is always excellent and very helpful. As a responsible company, they always followed COVID-19 safety guidelines.

I have been to several apple stores all over the country. This apple store is by far the WORST. I went into store to have a screen repaired on my phone, 5:30 PM. I was told that I needed to schedule an appointment as they were already booked for the night. I understand that, ok....scheduled appointment for next day, 6:50. I arrived at 6:50, waited until 7:38 to be placed with a genius. I was then told that it wasn't enough time to complete the screen replacement as it takes 2 hours. I was also told that they didn't have a technician working right now. REALLY??? I took my phone, going to get a Google Pixel 6 pro. The only employee that was nice was the gentleman that checked me in for my appointment. mj read more

Terrible customer service. Management at this store is unaccommodating and very unprofessional. Security surrounds you if you question or disagree with anything customer service or management says. very intimidating and not necessary. read more

I had a pickup right at opening time. I arrived ten minutes early and there was already a line. There was 4 employees standing out front and checking everybody in very quickly. I was out of the store with my pickup before it was even 5 minutes after store opening. This does not surprise me as I have always received excellent service at this Apple location. read more

this store is useless, i made an appt. it was for 6pm, the woman said we'll contact you by 5:15 then 5:30 and let you know when to be there, NO contact at all, so went there at 5:30, person at door asked what we were there fore said phone repair appt. at 6:pm he said your appt. was cancelled " WHAT" well we'll put you in, wrong waited till 6:40 and left. i was going to buy 2 phones plus service, they lost my business. why are there 6 people walking around just yacking not selling and 2 at the genius desk, i live here and I AM TIRED OF THE CRAP WE DEAL WITH, 6 kids trying to sell and NOT taking care of BUYERS WOW GET IT TOGETHER APPLE read more

Tried talking to one of the staff members I waited for her to finish her conversation with a customer. After she finished she looked at me and walked passed me to help someone else to her liking. She was all nice to them and then she turned to look me up and down. I couldn't even get a word out before she saw someone else to help. I had to send my husband to ask the question and she was all nice to him answered his questions. Conversation with me "Do you know how much an iPhone costs?" "Are you sure? Would you like to know the price of THAT phone?" Conversation with my husband "Of course sir, right away sir" "I'll have them help you" After she saw I was with him she put on a fake smile and still not looking my way. I was too embarrassed and walked away from the whole situation. No I didn't get a phone there. I know she does not represent Apple. I have had great customer service in the past. One bad experience will not drive me away. read more