They're generally a good group, but tonight one of the "leaders", Dakota, was just nasty, condescending, and unhelpful. I had two interactions with her and both times were unpleasant. It's not what she was saying, it's how she said it and how she just doesn't come across as a kind and helpful person. I've had really good experience at this store for many years, but she messed it up. If this is the kind of leadership she brings, I'm not sure she's the right fit for the role. read more

Elias,Joey, Cathy, and Shae were all wonderful. Spending 6 hours at the Apple store for anything is never my idea of a good day off, but these wonderful people made the experience so pleasant even when I wanted to throw my computer out the window! read more

Where do I begin with this store? As the young'uns say, "I can't even." I arrived at this store on a glorious, sunny, perfect autumn day. All was right in the world and I was looking forward to purchasing an iPad. I walked in the store and meandered a bit before I finally asked an employee if he could help me. "You have to be on the list," he grunted, as if this was the White House Correspondent's Dinner. No help was given as to where this mysterious list resided, nor did he point me in any direction. So I asked another employee, who gave a limp point to another employee who could put my name on the magic list, which I assume is filled with rainbows and butterflies and other life mysteries. Defeated but undeterred, I walked up to the Chosen One in charge of THE list and asked if I could get in line. She said nothing to me but was looking me up and down worse than a TSA agent and typing furiously. A minute later she said, "ok, you're on the list but you are at the VERY end. It'll at least be 20 minutes." I started to ask, "How will I know it's my turn?" When she interrupted and said in an impatient tone, "I've described your appearance. They'll find you." So I went over to the store section that has cases, covers, and cords to browse while passing the time, and noticed Apple TV boxes sitting there. I had just picked up a TV box when a nice employee with a large grin on his face came up to me and asked, "Do you have any questions about Apple TV?" I did and we chatted a few minutes. Then he told me he'd like to show me the Apple TV demo at the front of the store. So I followed him up there and as we were walking, the Magic List Lady came up to me and yelled, "What is going on? He is NOT supposed to be helping you! You have 20 more minutes! You need to WAIT!" Then she yelled at her co-worker who was helping me. She allowed him to point to where the demo was (still a good 12 feet from where we were standing) but said he could not help me any further (like I had sought HIM out or something). I hadn't even mentioned the iPad to him, and that's primarily what I was there to buy (the TV was just a tangent whilst passing time). The entire experience was so unprofessional (especially in a store where people are spending hundreds if not thousands of dollars). I really wanted the iPad that day so I did stick around to buy it (carefully avoiding employees before my turn on "the list") lest I get chewed out by List Lady), but they missed out on an Apple TV sale that day and any future products I should buy. Management: get a grip on customer service at this location. read more

Went to the Apple store to have a battery replaced on an MacBook Air. First was very well served - they accepted me despite having no genius bar reservation and initial diagnostics were run efficiently. Problems started at the repair area - the lady did not want to replace the battery stating 'environmental reasons' and that the battery might have been fixed by removing some programs running in the background. The fact that i have to go on a trip and the battery lasts only 2.5hrs instead of 8 did not matter. The lady did not listen at all, while serving two other clients at the same time. Bottom line, replacement was not done because the 'genius' did not listen to the user and was not interested in a sale. I then decided on the spur of the moment to upgrade my daughters computer with the new iMac. Was handed over to an Apple employee who had absolutely no idea about the product he was selling. He didn't know if the iMac could be supplied with a solid state drive; didn't know if the camera was HD, didn't know if Outlook was part the of Student edition of MS Office. After some time (and a lot of help from Apple's website and other staff members) we figured out the relevant issues. We then went on to order the computer and i asked if there is a educational discount for a High School student. There was confusion as with all questions before, then the Manager stepped in said it was a grey area (college students get discount) but he would be happy to extend the $100 credit. Then the newly hired sales guy (the clueless one) tried to prove that he was right in at least one point - that the educational discount extends only to college students and not high school students. The store manager immediately retracted his offer. All in all, it was a very unsatisfying experience- arrogance combined with little knowledge of even the simplest technical issues combined with lousy management and customer service skills. read more

I have to say that the staff at this Apple Store are super friendly. They have a huge space where you can play with, test out, do just about whatever with their products. My only complaint and the only reason I subtracted a star is because they are out of all models of the iPad and the new iPhone 4. The store has been open for less than 2 weeks. I can understand about the iPhone4 as that is brand new (just released a week ago), but seriously. If you know you are opening a new store in an affluent area and you know you the iPad is popular, shouldn't you plan ahead a bit and have enough to last more than the first weekend the store was open? It's not like iPad is new. Of the six models available, this store didn't have a single one in stock. They also had no idea when they were getting another shipment in. Other than that, I love this store and see myself dropping some serious bucks their way once they refill their stock! read more

If I could give customer service a -5 review I would. Want to go insane? Try to get a simple battery replacement from this joke organization. After many web, emails, absolute idiot and worthless automated bs, and 30 plus minutes on the last call I still have no idea the status of my replacement battery. This is absolutely THE WORST excuse for customer service ever. Apple needs to spend some of the billions they took from customers they obviously do not care about and simply have a call center that works. How about someone at the store to actually just answer the phone. Remember phones Apple? I know you love that I can just buy a new phone, that is the idea, I know rip me off again. Apple quality what a joke. No service, simple. read more

Do not just walk into this store if you need any technical help. Call Apple support, and if they can't solve your problem make an appointment with them to come here, which should be your last resort. Otherwise you'll be waiting here for a very long time to get iffy customer service. read more

Condescending, rude employees. Didn't even try to explain what was going on with my computer before demanding almost $500 to get it fixed. Didn't explain this cost, didn't explain anything really, other than to talk down to me multiple times when I raised legitimate concerns about both my computer and the ridiculous charge. read more

I swear if their service was a movie, it would be called "Divergent." Ok! THE WORSE Apple customer service in life! I never knew how good I had it at Apple elsewhere until Georgetown. I walked in at 5:20pm and told them that my phone died and I tried to charge it for 3 hours and it won't turn on. The guy said that I have to make an appointment and that he can send a text message... I told him that my phone died so he can't notify me via text! So I gave him my info and he told me to return for my appointment at 7:00pm. I showed up at 7:00pm nothing. So at 7:15 I went up to the manager lady and asked her how much longer and she said I was second in line. I asked her how long will it take after they decide to see me will it be for them to fix a battery issue? She replied "I don't know, I'm not a technician." How rude is that?! So I asked her if I can make an appointment for tomorrow. She said "You will have to call to make an appointment." Really?! I didn't have to 'call to make an appointment' when your guy at 5:20pm made me an appointment for like right now?!?! Point blank: 1) Don't come here and expect great customer service (dealt with 5 of their employees today) and 2) expect rudeness and long wait even if u have an appointment 3) You've been warned read more

What can I say... I went to a Genius to learn what to do with my iPhone 4, which was suddenly dead. He tried to plug it in, was unsuccessful and immediately said that my phone cannot be repaired in any case. He said that all my data was lost and offered to exchange my phone, paying more than $150. But at home it turned out that it was enough to hold the two iPhone buttons for 10 seconds to revive the phone, with all my data, contacts and photos intact. So, the Genius' advice was much worse than useless. Moreover, I needed to wait for more than 15 minutes beyond my scheduled time, and the Genius was trying to handle three customers at once, including me. I've got about 1 minute of his attention and an utterly wrong advice. read more

Ridiculous wait time. Rude technicians. More aggravated after coming here than I was the two other times I came in and tried to get my laptop fixed. Not worth the price tag, not worth the aggravation. read more

I've been a loyal Apple customer for years and was so excited when the new store opened in Georgetown. Finally an Apple store in DC proper--no more schlepping out to Virginia. After my terrible customer service experience here this afternoon, I recommend going to the store in Clarendon where the manager is outstanding. The Georgetown Apple Store is the worst! They make loyal Apple customers wait over an hour to purchase an item. Read: not ask a question or get a computer fixed but purchase a replacement battery. Seriously. This store is awful. I'm so disappointed, and I won't be recommending Apple products to anyone again...that is unless they live in California. read more

The manager here really saved my life. In the midst of midterms, my computer fell off my bed and the screen was completely broken. I rushed to the apple store in order to recover my work and got there just as they were closing. I didn't even have an appointment with the genius bar and they were so accommodating. I was so distraught and they were so helpful in getting me set up with a new computer as the damage on the screen would have been around the same price. I ended up with a brand new Macbook Pro Retina 13" and was able to recover my files!! He even taught me about iCloud and made sure I got everything I needed along with excellent service. I can't thank you enough!!! I highly recommend coming to the Georgetown branch. read more

Hate that store!!! Bad experience every single time I visit there. If it is not because I bought a Mac and now I stuck with it, I won't be visiting that store. Bad services, overly crowded, way too many people, not enough staff on the floor, bad organization to move and direct customers, just bad...bad...bad! read more

I've been going to the Apple Store a lot lately because I'm experiencing some complicated computer issues. Every single person I've dealt with has been friendly, knowledgable, and extremely helpful. On Saturday (2/21) Andy was a superstar, and today (2/23) Kenny was amazing. My problem could've been a huge nightmare, but everyone has been so great that I'm actually happy to go back again on Thursday! read more

Look - This is not a review of Apple products, but Apple as a whole is probably the most useless company that provides a critical and absolutely essential product - something they seem not to understand when your practically new product simply stops working. If anything goes wrong with one of your products, expect either a 3 hour wait at the Georgetown Apple store or a 5 day wait to get a scheduled appointment at the Genius Bar. This is completely unacceptable for those who rely on their cell phones for everything from work to basic connection to the world. Pray that your cell phone carrier can save you and your job from this complete and utter nonsense in the event that the product Apple made simply quits serving its function. read more

LOL was told I'd there was a 15 minute wait. An hour and 15 mins later I still wasn't seen. Jokes on them, a friend and I changed all the backgrounds on the macs to sloths. Just order online and pick up at the store if you know what you want. read more

Like another poster I agree that the Georgetown is the worst apple store I have ever been to. And Apple could not care less. I tried feedback and they couldn't care less. They said they solved my problem and 7 days later I still have no phone. This happened months ago. This week I got an Iwatch and a letter saying I could setup a a video session to activate it or come in the store and request a specialist to assist you setting the watch up. Again I made an appointment and when I got there they said they did do what the letter from Apple said. The same rude and aggressive female manager finally showed up and as last time was rude and pushy. I only identify her being a female to delineate between her and the male manager Jeff. Jeff will help you the woman will abuse you. The only help they have is a class. This is at 10:15 in the morning. What business person can take off a morning during the business week to go to an hour class. This just speaks to the fact that the Georgetown store is only interested in college kid and does not care to deal with anyone they consider old.. read more

Walked in to try and get an obvious fix for my phone. Why did I even bother to pay $200 for apple care with the intent to spend another $75 on getting the phone fixed... when I can't even get an appt? In the middle of a Monday I walked in and got nothing but sass from the woman taking appts. I asked if there was anything open for walk-ins or if they ever have walk-ins. Yes, they do, but I couldn't be seen until the following evening. She had some weird superiority complex and was nothing but demeaning. Bizarre read more

Horrible customer service at this store. They are never properly staff. A minimum of an 1 hour and a half wait is unacceptable. Staff member commented that it is just always this busy in Saturday and Sunday! Then add more staff. You shouldn't have customers turning away because you are not staffed. read more

I love this Apple Store. Chris and Eric helped me and they were so kind and understanding. They listened to my problem and address it in a timely manner. read more

Made an appointment a week ago for Genius Bar. Arrived 10 minutes late (parking in Georgetown was a challenge) and then waited in line to check in. When my turn came (after 5 minutes in line), smiling clerk told me that my appointment had been cancelled and she would be happy to reinstate it 3 hours later. What terrible customer service read more

I have had some bad experiences recently with Apple stores. However, nothing can compare to the way I was treated at the Georgetown location. There is absolutely no purpose in having an "appointment" at the Genius Bar because the staff members will keep telling you they "aren't ready for you yet". I was supposed to receive a text message telling me when to return to the Genius Bar, but never did. The staff were extremely unfriendly and nasty when I asked for help. Absolutely worst customer service I have ever received. Do not waste your time or money at this location. read more

Not as bad as I was expecting. Honored the back to school special for their beats even though I placed the order before they started the offer. Did have to return my order and pick it up 10 days later though. read more

Horrible, confrontational and condescending customer service. Believe the bad reviews. Go to any of the other locations in the area, but avoid this one at all costs. read more

nightmare on earth - really not a place you want to go ever. The crowds are out of control.

I just spoke on the phone with Ebony, who works in the Georgetown store, and she was EXTREMELY helpful and was able to answer all of my questions. It was a semi complicated issue but she worked through it with me and went above and beyond to get my issue taken care of. read more

Don't try coming here if you want to get anything fixed or don't have a lot of time to spare. First off, I walked in to ask where I can get my iphone fixed and one rep told me to go to the middle of the store. I walked up to the counter where several reps are and NO ONE asked if I needed help for about 10 minutes. Everyone just ignored me like I was invisible. When I finally asked someone if they do repairs here he asked me "Are you asking if I personally do repairs???" Um...no. I specifically asked if repairs were done here at the store because no one bothered to ask why I was sitting at the counter for 15 minutes. He then directed me to someone who took appointments and walk ins and then I was told that all the appointment blocks were full for the next 5 days. A place that treats customers like dirt should not be in business. read more

i never write reviews but this employee deserves praise. i walked into the apple store 45 min before they closed with no appointment. MIA, went out of her way to make sure i was seen even though there were no official appointments left. i also over heard her saying that i was her last customer, so i was extra grateful. i had a battery issue that i was dealing with and my screen was shattered as well. the screen had nothing to do with the battery but worth mentioning. we went through the standard procedure and it was clear that i needed a new device. unfortunately for me my device was not eligible for warranty because of the screen, even though it was a hardware issue. as i was about to leave and subsequently contact insurance, MIA said that she would ask one more time if she could do anything. she came back 5 minutes later with a brand new device for me! this is truly above and beyond service and she was so sweet. she was 5 minutes from being out the door and i took up 45 minutes of her time and it seemed to not bother her at all. just wanted to say thanks and let your team know you have a solid leader on staff! read more

I recently updated my apple gear, which is excellent! However, I decided to hold onto my old laptop as a means for backup. Yet, due to its age and incessant use it has developed some glitches which needed ironing out. After much resistance to the notion of biking to G-town I finally resolved myself to making an appointment on Monday to swing by the genius bar. Aesthetically, the store is one of the more attractive Apple retail shops I've been to (Although, none top the West 14th St store in NYC). Full of light and teeming with blue shirts I thought for sure this would be an enjoyable shopping experience. My appointment ran smoothly- my computer is sick but it will survive some necessary hardware upgrades. However, it was after my appt when trying to purchase something that things got a little frustrating. I got the "one minute finger" from like every staff person in the store. So I sought, for nearly 20 minutes, an employee that would take my money for overpriced protective merchandise for my computer.... No takers. The whole laissez faire approach to Apple stores is great until you actually want to buy and get out... Ended leaving empty handed- C'est la vie...but still annoyed. read more

absolutely wonderful customer service at the genius bar! was called up on time and within 10 minutes my mac came back to life and the apple employee walked me through some advice to prevent the problem and ran extra diagnostics. super thankful for all the help! so relieved! read more

I came in to buy an unlocked iPhone because I had dropped mine in water and the screen was entirely un-viewable the first few times I tried turning it back on. The greeter at the door promptly set me up with a new phone, but before charging me, she was smart enough to ask "are you SURE your old phone isn't still working"? I said it hadn't worked before, but she still popped out the SIM card and popped it back in. As it turned out - the old phone still worked!!!!! She could have easily gotten away with selling me a new phone, but I so appreciate that she took the time to check on my old one. Saved me a bundle of money! read more

I waited for 20 min late on a Saturday afternoon and all I needed to do was purchase a mac air. It was very slow and there was only one girl helping who spent about 20 min with another couple explaining every in and out of the computer. If you have a lot of time I guess it's fine, but not the place to go if you want to purchase anything. read more

I went in to get my iPhone and it was a bit busy. Someone who works in the office and not on the main floor (Xaviar was his name I think )actually helped me out and spent at least 45 minutes to make sure everything was set up and synced with my other devices. I had a great experience here, and left so happy to have my phone! I was missing my iPhone :) read more

Leave it to DC to host the worst Apple store in existence. I've never had anything but amazingly positive experiences at every other store I've been to all around the country. At the Georgetown store, I've not had a single positive experience. It's like going to a Best Buy. Rude, unhelpful staff that tries to rip you off. Every single of the half dozen times I've been here since it opened years ago have been like this. Probably one out of 20 staff are good. The rest are shockingly unpleasant. If every apple store was like this apple would be universally hated. It's their usual good service that makes their expensive products palatable. Without that, even a good product will be hard to want to buy. Shame. It's unfortunate but it's worth going out to Clarendon or MD to another store instead. read more

I've broken my phone (twice) and both times they were friendly, fast, and efficient. I highly recommend going if you're having problems with your phone or have a cracked screen. You'd be surprised what's covered under warranty read more

Very helpful; replaced a part for free instead of making me buy the whole power chord assembly

Horrible wait time! They also cater to a certain crowd. Also sales associate was annoyed that I returned the product. Sorry I just didn't need it! read more

Bummer to read the bad experiences on here but I've had great ones. Came in with a Jawbone UP that was broken and they replaced it with a new one even though I'd gotten the original on jawbone.com. Squeezed me in after I was 30 minutes late for a Genius Bar appointment. And most recently, fixed my computer for free (I'm talking a $500.00 logic board replacement) even though it was out of warranty because I'd brought it in for the same issue during the warrantee period. Very helpful and willing to provide good customer service. read more

I normally do not post yelp reviews, but the service I received here definitely deserves some recognition. I was having trouble with my sleep/wake button ... got into the Apple store around 8:30pm yesterday night. I was informed that the whole process would be a while. Even though it was almost closing time, they were willing to take care of the situation for me. Yong, aka Panda, was very nice and patient. He was able to help another customer and I at the same time ... we both felt bad that it was so close to closing, but he kept informing us that it was okay, and that he enjoyed helping people. I appreciated that he was not trying to rush us out of the store. He took care of my phone, gave me a loaner phone and we were on our way. Unfortunately, there was something wrong with the loaner and I had to return the next day. Obviously, I did not have an appointment because I was not expecting the loaner phone to not be working. The store was busy, and there were no available appointments, but they managed to accommodate me. It was not my fault that the loaner phone was not working, so I did appreciated that they took immediate action on taking care of the situation. I was greeted by Tory, she took care of me and I was truly blown away by how pleasant she was. I was dreading the whole swap process again, but her customer service was awesome. Even though the store was pretty chaotic and busy, she kept her cool and was very calm. She was very direct and knowledgable. She troubleshooted all of the possible issues with my phone and took care of the situation better than I could have expected. And because of this experience, I will stay an Apple customer. If I appreciate one thing, it is AWESOME customer service! I go to school in Puerto Rico, and there is no Apple store there (at least not one that I know of) ... I am home for only a week, so I was stressing getting my phone back in time, but clearly there was nothing to stress about, because the Apple staff of Georgetown are truly amazing! read more