Took my iPad in for "Genius" appt. Diagnostic showed battery was failing. They said I could pay the $179 battery replacement cost and they would order the replacement and notify me when it was available. I agreed and two days later I get an email with the following message: Thanks for bringing your Apple product to Apple Arrowhead for repair. Your replacement product is ready--you can pick it up anytime before Tuesday, April 01, 2025. If you can't make it in by then, contact us at (623) 707-2860 to set up a pickup plan that works for you. Please bring your original product with you when you come in for the replacement. I went to the store, said I was here for the repair replacement and showed my photo id. The sales clerk had the replacement, tried to scan the bar code numerous times and then explained that this replacement wasn't authorized. After much internal conversations and elevation to supervisors, they said that they would not honor the original order and would have to charge me $699 for the replacement! Talk about bait and switch! The supervisor said that they "never swap out new devices for a battery replacement issue". She said I would have to mail my iPad to Apple repair services if I wanted my battery replaced. She had no idea why my initial "Genius" contact would have offered to order a replacement for a simple battery issue and they would not honor the order receipt. The "supervisors" were unable to provide any explanation other than "our systems will not allow us to process your order." Please be wary of this Apple location, their sales clerks and supervisors are arrogant, not very knowledgeable and it appears no one has any authority to address customer service issues except to blame sales clerks or the limitations of their systems. Cannot in good conscience recommend doing business with anyone at this store. I would have give a rating of 0 stars if I could. Senior Apple management should be ashamed to allow this store to continue providing "Service" for their brand, disgusting. read more

Made pick up appt item not ready yet appt was given been here an hour! No one tried to help I walked in no one helped me. I asked someone and was transferred around. There were plenty of apple shirt employees but no one willing to guide you in the right direction or answer questions. . . Not a customer friendly location AT ALL. They are more interested in coworker conversations than helping! Ugh! Waist of time. read more

Not so caring staff making me wait after I already waited for a appointment. After another 20 minutes I just left. Chandler mall Apple store treats you better. read more

It's honestly a shame that this manager and "store policy" is a representation of the team at this location. The young lady who helped me and take my computer in the first place was absolutely lovely, no issues. Very well educated on Apple products. If I was just working with that Apple genius, I would continue to buy Apple products from this store. But because of Kim, I will happily drive 45 minutes to another location. I dropped off my Mac for repair five days ago. The repair went well, no issues there. It's the store policy that I have an issue with. Considering we are still seeing positive cases of Covid, limiting exposure should still be a priority, and even after the fact, convenience and consideration for clients goes along way. My special-needs toddler, need I say more, decided that the car seat was the best place to take a nap. Not wanting to subject the entire store and other customers to her tirade, I requested for The store to either process my payment over the phone or send me a receipt that I can pay online while I let her sleep in the car. I also requested that if I could make the payment over the phone could someone just meet me at my car to hand me the computer so I don't take up everyone's time in the queue. I offered to send screenshots of my drivers license, show the drivers license to employee at the car so he knew I was who I said I was, nope! No accommodations. First, they told me they couldn't because of a VPN processing issue. Which is when I recommended processing the payment in store so the VPN isn't an issue, or email me a bill and I can process it on my side. I asked if they could process my payment over the phone, they told me no they couldn't. I was informed that the store has heavy surveillance for the clients protection, and the phones are regularly recorded so to ensure my cards security they do not process payments over the phone. I told them don't worry about that; that's what my card protection and credit union is for: to secure my identity in the event something goes awry with my card. If I need to sign a waiver, I'm happy to do that. Nope. Still no accommodations. I proceeded to ask wait, you're telling me it's 2022, mortgage companies, billion dollar industries, and even the smaller businesses have the capacity to do a manual card entries, and you're telling me that Apple doesn't have that capacity. Kim the manager at first said yes that is correct. But that doesn't sound right, does it? I had to get clarification: wait, card payments over the phone, to be clear is that Apple's policy or the store's policy? I was greeted with that tell tale silence, you know the one, where you are caught in a lie? She said it was the stores policy. But the damage is already done. So between the blatant misinformation aka lying is this really a store policy or another lie to inconvenience customers further? If it's a matter of product pick up logistics (not having a designated spot to safely drop off products) and/or the employee's safety, just say it. Spoiler: these can be addressed with the right management and store policies. TLDR: A store not willing to take a card payment over the phone even with form of Id and payment? Are you kidding me? I've had take out that can process a card over the phone, and your store can't? So when you are looking for a repair or purchasing a new Apple product, save yourself the hassle of having a store policy thrown in your face to cover their ass. 1.Order online 2.Send your product into Apple directly 3. If you must go in store, Scottsdale seems to have a better customer service oriented management team read more

Awful rude, unprofessional employees and horrible customer service!!! Been there for 30 minutes and I was told that they don't have anyone to assist me because they busy when you see all the employees standing up to the side, doing nothing besides laughing and talking.. ( I assume that they were on break?) that's with me having an appointment to fix my computer!! Good luck if you don't have an appointment Never again with this location! Hopefully the manager will read mine and others reviews about their horrible Customer Service read more

Staff were unprofessional and rude it's crowded, I wouldn't recommend as the staff does not reflect the product it sells. During the day it's a longer wait . I said thank you to the worker there and he didn't say anything. One person left I could relate to the uncomfortability a customer feels being in that atmosphere. read more

Very professional and assisted us with purchasing a new desk top computer! And, even carried it to our car!

It's an Apple store. It is what it is. They offer a good quality product. You either like Apple or you don't. My family will not use anything other than Apple and both my daughters needed a new phone so here we are. No sales, no discounts unless your employer does business with Apple, you are an educator, or you are a federal employee. We qualified so we saved $40.00 per phone. Yay! Customer service is good for the most part. It can get busy but they do their best, there is always someone asking if you have been helped. But man do they push the Apple care plan. Pushy , pushy! read more

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Have had varying experiences at this location. I do believe they need more people during peak hours bc they are ALWAYS busy at those times. Went in 30 min before close and it was less busy. Guy who helped me was a good communicator. Gave me a new SIM card to take to Verizon to avoid extra charges. While I feel like that should be standard, I really appreciate when companies act in a manner that shows they are watching out for you/ not nickel and diming you. read more

My boyfriend lost his phone yesterday, so we came from Flagstaff to get a new one. Elijah was extremely helpful, he was able to show that he cared about us as customers as well as his job. he wasn't persuasive and didn't give us the salesman speech, he was very personable. How Elijah was handling everything for my boyfriend, I even decided to purchase a new phone. My boyfriend decided he wanted a new watch and Jalen helped him with that being that the store was going to close soon. Jalen was very helpful as well. They both had great personalities and definitely would be someone I would want to go to again. We will be back! read more

Apple - 2 new phones and a watch - Computers Near Me - Glendale, Arizona

So my husband and I came in to see what was wrong with his iPad. I can't remember the names of the ladies that helped us, but they were very patient and knowledgeable! They were able to diagnose and helped us with a solution to our problem! We ended up getting a new iPad and were able to transfer all information and data to the new iPad!!! Thank you ‍ read more

This is based on my latest visit during the week. My go to Apple Store was the Biltmore then they moved to fashion square. I was in the neighborhood and remembered the location in arrowhead, I needed to upgrade a phone and an iPad as a gift for a family member. It was extremely busy as always but I got someone quickly who was incredibly knowledgeable, personable and professional. Never ONCE in any other store have I had the store manager come over to introduce himself and chat and make sure everything was okay. Even when my salesperson stepped away to get something ANOTHER employee came over and asked what I was getting exc. I know the reviews aren't that great but I received phenomenal service! read more

Apple - Modern - Computers Near Me - Glendale, Arizona

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I've used apple products for 8 years and I've never once been treated the way I did at this store. I wanna say young gentleman but I'm just gonna call him a kid who more than likely didn't have proper upbringing to teach him patients and manners. I was gonna wait till they sent me the survey in my email to give them 3 stars because the other employees were very nice to me, but they like to do sleazy stuff by treating you unprofessionally and saying you never showed up for your appointment so you can't write a review read more

Michael was super nice and helpful while I was in the process of purchasing a new MacBook!

Manager is abrasive and dishonest. The whole organization practices bait and switch. Nothing wrong w my phone yet they lied and said there was to get me to upgrade read more

I MURDERED my two month old touch IPOD that I got for Valentine's day. I dropped it and the screen just broken into million pieces. I still worked and you could potential get cut from the little pieces of uneven glass. I was so mad at myself. =( I scheduled an appointment (online is EASY). I got there on time and a apple person stop me mid-store to talk if I needed help. I told her that I had an appointment, so she found me and checked me in. Told me to sit in this chair and so-so will be with me. So you are sitting with 3 other people that need help. WIthin 3 mins the apple genius person came to introduce himself and listen to my issues. He said ok, we can replace that with a new ipod for $99.00 +tax. He advise to update or upload everything to icloud so we can get the one set up. Since I only loaded music on it, I didn't have to move anything to the icloud. I didn't have a chance to play with it (so sad). Within 20 mins, I got a brand one ipod and off on my way. Happy the service was fast and friendly, but the amount of people there working or waiting for help is crazy. Like bees buzzing everywhere when I was sitting in the chair and waiting for help. Happy with my ipod but it lives in a bubble now. =) read more

Apple - Just finished configuring the stupid thing. 3 swipe...drop it and it is DEAD! - Computers Near Me - Glendale, Arizona

Always pretty packed, but usually helped within 5 minutes! I've never had a bad experience everyone always seems to know what there doing.

One word! Jerk! The Stanley The Security Guard who kept snapping at me to wear my mask over my nose, make sure I don't pull it away from my mouth to talk was RUDE! First of all talking with it on moves down, second the sweet kid that was assisting me couldn't understand what I was saying , so I pulled the mask from hugging my mouth so my words could be understood! Then Stanley threatens to have me escorted out if I can't follow the rules. Hello ...! Arizona has a NO mask requirement anymore idiot! Give 2 stars because again the kid who helped me was sweet! read more

Besides the fact that their products are awesome, another reason to love Apple is their friendly staff at their retail stores. Went in to upgrade my computer and watch, as well as trade in a phone, and couldn't of left any happier. The staff was courteous and friendly from the moment I walked up to check in. Waited a few minutes to go in for my appointment, since they're limiting the number of people allowed inside the store, and left with everything I needed in under an hour. The two employees who helped me out were super knowledgeable and quick. They were able to answer all my questions and went over setting up all my new "toys". read more

Went in because my AirPods weren't charging correctly. I was promptly signed in and within minutes an employee named Jessie helped me. He was very thorough, diagnosed the problem, got it fixed, and I was out the door in no time. He provided excellent service and I couldn't be more pleased! read more

All my computers, tablets and phones are Apple. I like the fact that everything works together without a lot of effort to make this happen. If you go to buy something, be prepared for a wait. Nothing happens quickly. Best to order on line and go to the store when you are notified your product is available. Even then you will have a wait. If you go in you can also request a appointment by phone or computer. If you have no appointment they will most likely take your phone number and send you a text when they are ready to serve you. This could be a very long wait. Once it was suggested I go home and wait as it would be several hours. I don't like the wait but it is better than ordering and hoping you are home when it is delivered. Just be prepared when you go. read more

Waited for an hour to check in and once we checked in we waited another hour. We waited another 30 minutes after being told we were next in line. Then, we were told that we were waiting at the wrong table and had to go to another table. Worst customer service I've ever had. Extremely frustrating. read more

I absolutely want to publicly thank the woman who helped me out yesterday. I know I said I would add her name and I even wrote it down but I lost that box I wrote it on. But she wasn't even from this location. She works at another location and was just covering for that day. Anyways I got the iPhone 14 pro max about two weeks ago and by day two I had left it on top of my car and drove onto the freeway and what do you know. My precious iPhone flew off my roof and into traffic which obviously destroyed it. My boyfriend drove back down that stretch of freeway so many times , but he was able to collect most of the pieces. So I brought my phone inside of a grocery bag because it was in multiple pieces. Seemed like an important one was the Lens because they were able to find some identification number on it which helped prove the phone I brought in (that was in pieces) was the one that I had apple care plus on. She helped this situation smooth out and was super polite and professional, but not a boring type of professional. We almost thought I wasn't gonna be able to have a same day replacement but she literally tried all options and got it all figured out for me. She's an ALL STAR EMPLOYEE And man shout out to apple care plus for having this type of insurance. 99$ for a brand new iPhone 14 pro max AND I walked out with my new phone in hand. Whoever has apple products y'all better hop on that apple care plus because it's Worth it 100% read more

The new systems at the Apple store created from Covid is probably the only truly good thing I've seen about it. Make a reservation or be willing to wait in line and you'll be graciously taken care of. We went in to discuss the new 12's and walked out with a Pro and how to reserve a Pro Max to pickup the 1st day it was released. A week later I walked in for my appointment and 15 minutes later I had my new iPhone. Perfect! read more

Update to the issue. Upon further inspection. My screen isn't even attached to the phone! I dropped off my iPhone X for a touch issue that was common for the iPhone X. THAT WAS MY ONLY ISSUE! Picked up my phone from these "geniuses" they told me some bs excuse as why they couldn't fix the screen they returned the phone in WORSE condition than I dropped it off in. Apple care told me to drop my phone off with them to have the screen fixed. I now have a line through my display and a cracked screen. Time to switch read more

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My beautiful Thousand Dollar iPhone X was giving me software issues so I panicked and came here...to the Apple Store. The store was truly as beautiful as my iPhone X. This location was well lit. The colour and amount of light and the balance in the store was near perfect, it could fool most eyes in making everything in there look flawless and beautiful. I bet I looked a perfect 10 when I was in there! Excellent job Apple. Ever wonder why the phones and tablets look so great in there? Now you know why.. the lighting... The service was a little slow due to all the customers, I had to wait about 20 minutes before someone helped me, but when they got to me, they fixed everything in a snap and they made sure no other issues would arise. Overall a great Apple Store and a great experience, I'll definitely be back if trouble arises again. read more

Apple - Computers Near Me - Glendale, Arizona

Awful service. Was speaking with a greeter who then immediately ignored me to help another person. Didn't exuse themselves literally, interrupted me to take another customer. read more

I came here at 3pm as a walk in. The checkin girl says 4 hour wait, I could leave and come back. I decided to sit in the store and it's literally been 4 hours. They have at least 20 workers just roaming around aimlessly. Then a worker has a conversation with a customer that he only makes $20 an hour as entry level and he should be making $50 an hour. If they worked as aimlessly as they wondered around, they definitely should pick up the pace. read more

Worst customer service experience and experience in general I've ever had. I went to the store on a Friday to try getting a replacement phone - my battery exploded and restarts randomly with varying battery %'s. I asked if there was a standby line that I could get in to potentially fix my phone if not get a replacement (per my apple care) the guy checking people in scoffs at me and tells me the only way i'm walking out of the store that day with a working phone is if "[I] buy a brand new phone" while laughing. Terrible customer service #1. Then I make an appointment to have my phone replaced for Monday. In between then I called the support line to try getting some express shipping, only for them to tell me it'll take about 5-7 days for the phone to be shipped out, which I wouldn't mind If I didn't have an appointment at a sooner date so i decline. Come Monday I drove to the apple store for my appointment JUST FOR THE GUY TO TELL ME ILL HAVE TO COME BACK ANOTHER DAY SINCE ITS A REPAIR. You mean to tell me you wasted 2 days of my time to not be able to fix my phone or replace it at the time of my appointment? Oh and while I was explaining to the guy that my phone had died 3 times during my visit to the store alone the guy said "Yeah and it's just gonna keep getting worse too" as if to rub it in that I wouldn't be able to have the phone fixed or replaced that same day. I would give them 0 stars if possible. read more

Just had a great experience with Tadi. Very patient, knowledgeable and helpful! Wonderful employee!

you walk in the store and you can wait a long time before being helped, you have to chase employees and ask for help, some females employees will glance at you and then walk the other way. read more

Stopped in to see about an estimate to replace a cracked screen on a iPad. Was confronted by a small millennial woman who wanted to know if I had an appointment. When I told her I just wanted an estimate for a repair she informed me I had to have an appointment to get an estimate, which I found absurd. When I asked when the next opening for an appointment would be I was informed it would be in 4 days at a time that would not be convenient for me. I was told another store had a 10-15 wait for walk-ins. This will continue in a review of that store, but after driving 35 miles and spending 15 minutes finding a parking spot in a sport that was a 10 min walk away in 103° heat the stated I needed an appointment and another store had a 10-15 min wait for walk-ins. read more

My husband and I approached the Apple store to have my phone checked, when a security guy told us to wear a mask. Apple needs a security guy?! This means they anticipate trouble from their paying customers with their Mickey Mouse mask mandate. yet they don't care about how their customers will react and would rather hire a security guard to push their customers around! Arizona does not have a mask mandate. I hope Apple eventually goes down in business and regrets treating their customers like this. I will never buy an Apple phone again. I'm taking my money to a different company. read more

The tech was nice but she seriously blew me off and didn't listen to the problem. After this last update I've had nothing but issues with my 14 pro max. Is anyone else having this problem. So now I have to go back again and take valuable time that just makes life difficult! Arghhh read more

Went there and purchased two new iPhone 13 Pro Maxes, one gold and one Alpine Green. Although the wait was nearly 45 min. we were helped by Aaron who promptly set us up with two new phones, Apple Care and clear cases. We were happy to work with Aaron, who, by the way, served his country by serving in the US Marine Corps. We thank him for his service. read more

I made an appointment and had a problem with my IPAD. It had locked up and could not get my emails. I got pushed around to three different CSRs and none could fix it. I was told to call MSN. I took it the BEST BUY and the GEEK SQUAD fixed it in half hour for NOTHING. read more

ABSOLUTELY RUDE PHONE SERVICE. TERRIBLE . AWFUL. They tell me they dont answer any questions regarding purchasing a laptop over the phone . LOL. What idiots !!! Also violating AZ state mask mandates byt enforcing masks in their store . AVOID !!!! read more

If I could give them zero stars and have them shut down I will. If you need to go to Apple, go to a different one. Seven hours later they couldn't fix my problem. Bad customer service. Not only they have bad customer service, they told my mom to calm down after going through 5 people. Manager sucks! read more

I had a appointment at 2pm to get my cracked screen fixed march 27. When I got there the told me that my phone would be ready for pickup at 5pm. 5pm came and the phone screen was repaired but the phone was getting extremely hot to a point they had to put the phone in the refrigerator to cool it down. The representative said they was just going to replace the phone and that took over a hour to do so. When I got the new phone I was told to not transfer the data from the old phone because it may have had bugs but I needed to go to T-Mobile to get the phone activated. I get to T-Mobile and they couldn't activate the phone because the sim was not open and now this is around 8pm so I walked back down to Apple Store and I explained to Michelle (chelle) what the problem was and how I needed a possible phone swap she told me to hold on let her go tell someone and then she can back 15-20 minutes later telling me that they can't do a swap for my phone because they don't not have anymore iPhone 14 pro phones... I'm like are you serious so I asked her could she get someone that could help me that's above her because with a response like that I felt she didn't want to really help me so when I asked that she got upset with me as I was explaining to her I need the phone swapped she walks away from me as I was still talking to her and left me sitting there I didn't know if she was getting me help or not because she didn't say hold on I get someone to help you or anything just left me and that was a huge let down to be did like that for a representative when customers like me pay for services and equipment and that was very upsetting and unfair to me the customer. So there was tech out on the floor I don't know his name because no name tag but I explained to him what was going on he asked me to unlock the phone and go into settings and he realized that the sim was locked on the phone because it was a AT&T phone. That's when I met Abbey and she was really a ball of fun and provided excellent communication and customer support. I explained to her what was going on and she put her feet in my shoes and what had happened wasn't my fault. So she solved the problem. I was reallly happy I got abbey because Michelle (chelle) fumbled the ball big time and I will not ever want to deal with her again because its representatives like that, that makes me not want to deal with Apple. read more

We purchased a XS Iphone with a screen protector, this was something Apple sold to us. If screen cracks "Apple" (not belkin) will warranty the screen. After the screen cracked we did what they said to order the new screen and go to Apple and they would install it. Once we received the screen and went to the Apple store, Apple employees made it seem like they were scared of even touching the iPhone bc they don't warranty belkin (even though they sell belkin) instead of just taking care of it like good customer service, they came up with a million reasons why they could not do it. 3-stars because only after we asked management why the sold a product they don't warranty did they finally take care of it. read more