Fast and easy experience with the Genius Bar at this Apple Store in Kahala Mall. Made an appointment the night before for 11:15 am today. Went in early at 10:30 am to browse the shelves then an employee asked if I needed assistance and I mentioned to him I have an appointment for the Genius Bar. He checked me in so I can be seen sooner. Then another employee from the Genius Bar started assisting me at 11. I told them about my iPhone X touch screen was not working. After diagnostics he told me that they could replace my screen at no cost. He said that my phone was expired from the One Year Warranty for the iPhones (bought mines in February 2018) but he mentioned the screen have like an extended warranty. Something like that. So anyways they took my iPhone X in and told me the repair would take about 45 to 1 hour. So an hour later I came back to pick up my phone. Asked another employee off my phone was ready she checked my ID and said it was ready. When they brought it out they mentioned that during the repair something about a screw inside was stripped. So they said the will just replace my phone with a brand new iPhone X! All in all I'm impressed and satisfied with the customer service all around here I am sure a happy camper walking out here with a new phone! Thank you! read more

Apple: I'm an Apple guy. I got my first Mac Plus in 1986. I've owned every Apple product since then except for an Apple Watch. Kahala: This has to be like the world's smallest Apple Store. I think it is here just to keep the 1% happy. The huddled masses go to the Ala Moana Apple Store. Service: Just fine. Pleasant helpfull and low key. October 2017: New iPhones and new Apple watches debuted this month. The store was in total confusion and the entire system was understress because of this. Genius Bar: The fact that this even exists makes this Apple Store 5 Stars. Service and expertise beyond what you should expect. Minus one star because they were swamped and overwhelmed with the new iPhone and Watch Sales. read more

The staff at Apple is consistently amazing. The manager Corey (sp?) and Megan truly went out of their way today to make my experience beyond excellent. I'm so grateful for their assistance and honestly wish there were more people like them out in this world. Thank you Corey for going above and beyond, and Megan for your infinite patience. read more

Trying to get in contact with store -- but call keeps getting dropped. Is there another phone number??? Very frustrating

Apple has been very good to me. I have been an Apple consumer for over 25 years and have loved most of their products. My recent adventures brought me into the Apple store to replace my cracked screen with another Apple Watch. Having purchased the Apple care plan, there is a reasonable rate of $69 for the services rendered. Prior to this appointment, one needs to go through a detailed interrogation with a service advisor online or via the telephone. My interrogation was done online via Apple support chat. After trying to describe what happened to my Apple Watch screen (a spiderweb crack), the online service advisor said that they will replace my watch and would like to know which store I would like to do the AppleCare replacement so she can check their inventory on hand and make sure they reserve a Watch for my scheduled visit. I was happy. Was... 5 days passed til my scheduled AppleCare visit. I was blindsided by another interrogation on how I cracked my screen and demanded specifics. I dont understand the reasons for this since I already had a series of questions thrown at me a few days ago. The store advisor wasn't pleased on how I didn't know how I cracked it. He then said that my watch will be sent in for a fix and expect to have it back in two weeks!!!!! Rewind!!!! I was just told my watch would be replaced on site hence the inventory check and wait period. Communication flaws, disrespectful attitudes. All that was missing from me being interrogated was a waterboard. What happened to you Apple? Shame... read more

The few times I've been here over the last couple of years we're useless. Bad timing on my part? Wrong employees helping me? Maybe. Unable to solve any problems. (iPhone) 3 different times with no real answers. I actually solved one myself by going on line. Once there were 2 guys helping me with a music issue. Unable to help, they set me up with a phone call appointment from tech support the next day. They said they gave them all my notes so when the tech calls, they will already be aware of my issues. Next day my phone rings about 10 min earlier to scheduled appointment. Wow I'm impressed! For a second anyway because the person calling me is from customer service and not tech support. And has no idea (info.) about my phone issues. They then transfer me to tech support which I gave up after being on hold for 21 min. I love the mall but this particular apple store sucks. read more

I had a bit of a trouble getting my order pulled, but it was so cool. I ordered and paid online...and went to the store to pick up. BAM! They brought it out, I signed for it, and I walked out the door. Super simple! Friendly smiles, and a good feeling. Yelp 365 Challenge #311/365 read more

If I could I would give the Genius Bar rep 0 stars. Came in cause my phone wasn't working. Told the rep my situation. I had a flight leaving in 2.5 hours and I needed my phone. (I have the iPhone 11 Pro) it's less than 2 months old and the screen went out, I also stated that last time I got my screen replaced (iPhone XS MAX) I worked when I walked out but the next day I had to come back cause my screen was not responding. He proceeds to tell me that they have to replace the screen. I asked how long it would take cause my flight was leaving in 2.5 hours. He tells me 1 hour. He showed no urgency to help didn't care about my situation or didn't even try to replace the phone knowing I was strained on time. He looked sloppy and his attitude really sucked. I didn't get his name cause he didn't have his name tag nor did he introduce himself when he came up to help. I went to Apple in Waikiki and boy was my experience 200% better. The rep was so eager and very informative about what was going on with my phone. Avoid this location and go to Waikiki or Ala Moana. read more

The Kahala Mall Apple Store surprised me with their poor customer service. I felt like they were the customer and I was the worker. I was told that the wait was 20 minutes for someone to help me with a purchase. After 10 minutes I noticed little or no customers and five workers, two in one group and three in the other simply talking to one another. I decided to cancel my appointment. read more

This Apple Store always is very welcoming. All of the associates are very helpful. Great display of all Apple products and who doesn't love Apple? Replaced my battery for my old IPhone 6 plus for $30, and also replaced the camera that had a recall at no cost, I love it! read more

Just an updated review for my new iphone6 also new employees. I purchased an app and did not realize that I would be getting charged monthly I thought it was just a one time deal to continue with the upload. I could not figure out how to stop the app from automatically taking out money from my bank account. Since I was no longer using the app I just deleted the app from my phone assuming it will prevent further automatic payments. After removing the app I checked my statements the following month and it continued to take out money from my bank account. Instead of closing my bank I came here to see if anyone else could resolve the problem. Usually you have to set up an appointment but I was frustrated and in a hurry to go to a dinner. As I walked in, the entire store was crowded but I was fortunate to stumble across one of the employees here (sorry I forgot his name) who checked me in on the waiting list. I continued to talk about the situation I was experiencing with my phone, he seemed very concerned because it was strange how payments were still being automatically taken out after I removed the app off of my account. He thought it was urgent just as I did and that we should seriously put a stop to it. While waiting around till they call my name up next, the employee searched on how to stop automatic payments from removed apps. Within 5 minutes he was able to assist me. I had to login to my iTunes and look for the app through iTunes instead of AppStore to completely remove my info/membership. I have not had any sort of problems ever since. Thank you for your assistance! I will be sure to return here if I have any problems with my phone/iPads and look forward to shopping here for some goodies. I highly recommend coming here. read more

About a month ago, I made an appointment at their Genius Bar for my IPadPro. My iPad wasn't turning on. The technician plugs my iPad in a charging port for about a minute and says that my battery is broken. They said they don't fix these sort of issues, and my iPad was worth $0 now. I could get a refurbished one for $400. He then moved on to the next customer. Another employee asked if we needed assistance and told us that we should buy the new iPad (regular) because it was technically faster than the refurbished one. We did. Refused to turn in my apparently $0 value iPad. (( I have a hard time letting go )) A month later - guess what magically turned on? The iPadPRO that they said was worth $0! So I have absolutely no confidence in their in-store tech support. I just called APPLE customer service who then proceed to forward me to customer relations. Even they thought the service provided was poor and NOT procedural - YET I have not received a follow up email or call as promised. So now I just think apple sucks and I've set my self up. My family (of 3 ppl) has over 12 devices from iPhones - laptops - desktops - Apple TV- iPads (( which I didn't have so much dependency of their products because it's a total LET DOWN!!)) read more

Went in to get a keyboard for my iPad mini. Was out in less than 7 mins! Mission accomplished!

Do not go to the apple store in Kahala. The service is definitely sub standard. Terrible experience buying a new iPhone. Employees were not helpful. Just pointed at table of iPhone 12 and said choose a phone! I wanted a 11 phone. Just stood there and offered no assistance. I had to ask questions and received one word answers. Then my credit card was charged twice! $651.00 two times!! I called to get the issue corrected and after 5 times calls and getting disconnected every time. I now have to drive to kahala! TERRIBLE TERRIBLE SERVICE. I had to select a star to post otherwise I would have put 0 stars. read more

Amazing customer service here! Best Apple store experience of my life. Walked in & was immediately greeted by multiple employees and was handed off to someone with high hopes of helping us solve our issues. We were paired up with Aris (sorry about the spelling if it's wrong dude) and we explained to him the problem with the phone. Although he wasn't too sure if the possible solution would even work, he still had the patience to sit with us until we figured something out. I'm talking about a phone that fell 100 feet and basically needed to be resurrected by God himself. But he sat there patient as ever as we all tried to CPR the phone to even turn on. Even though we weren't successful in reviving the phone, he did help us come to a possible helpful solution. But it was his kindness and patience with us and a dead phone that made it a little less upsetting about possibly losing thousands of pictures. read more

I wouldn't dare say anything bad about Apple... they may log into my digital account and make havoc of my ALL things digital life lol! So I will say great staff! Very friendly and very personable! The only constructive feedback I have for Apple... TEACH your staff! No one knows anything about the products. I went in to talk about the Apple Watch three before it came out and no one knew anything more than I did and I knew next to nothing lol. But this is common in Apple as I've been in several times and the crew just doesn't know the products. It's so strange... Anyway don't ... please don't ruin my digital world Apple read more

Had an appointment, and got there 30 minutes early. Checked in with an Apple rep, and he told us to sit and wait, or go through the mall for 30 minutes. We returned shortly thereafter and was told to wait until an Apple called us in. As we saw multiple people go in before us, we were wondering what was going on. Another Apple rep asked us if we checked in, and we told him yes...which he then stated that no one checked us in. 1. First Apple rep is an idiot - that cannot be helped. Stupid is stupid. 2. Second Apple rep started questioning us saying that we did not check in, and he saw us standing by another shop, and then sitting on the benches right outside the shop. Typical arrogant asshole, thinking that we were lying or something. Not once did he want to hear our story (Facts) and just assumed that we did not check in earlier. Ignorant supremacist is ignorant supremacist. What can you do. 3. Once we got in, the Third Apple rep was nice and helpful. Random observation, they try to apply COVID procedures, but from one customer to the next, they contradict themselves constantly. Speaking to some customers face-to-face, then telling the next customer, about the 6 feet distancing...the Apple reps (guys) working the outer store are a joke! I guess by being screwed in the check in process, it gave us time to witness these acts in detail. FIND ANOTHER Apple Store! read more

The Apple store in Kahala is great & staff is generally very helpful. The Apple store online is another story! Absolutely one of the worst retail experiences in my life. I could go on & on & on about hours waisted on the phone with the Apple store (1-800#) trying to get an iphone issue resolved. After being bounced from person after person after person & calls being dropped numerous times, all the while being assured that if the call drops i'd receive a call back, which, NEVER happened once in the 5 hours i spent that day to resolve the issue. That was just in one day mind you, this issue had been going on for at least 3 weeks. The issue was never resolved. I'd traded in my iphone 7+ for a SE 2020 & when it was sent in it was in excellent condition. I was supposed to receive a $150.trade in value to be applied to the SE. Well...I received an email notification that the trade in value of the phone was only worth $50. their explanation..."Display - Functional issues (lines, flicker, pixel damage)" When this iphone left my hands & was shipped via FedEx, it was, like i said, in excellent condition. Apple took no responsibility whatsoever with what happened to my phone. After being an Apple customer for at least 10 years, this SE iphone is the last Apple product i will ever buy. I will also get rid of my mac computer & my ipad. I'm done. I'm switching to an Android for my phone, a Dell for my computer & a Microsoft tablet. i have to give 1 star to be able to post this review. If it'd let me i'd give a -10 review. read more

The Kahana Apple store needs to work with their employees on customer service and knowledge. John, the "lifeguard" at our table who was supposed to help us was completely useless. He didn't know that we needed to update the new phone before we could restore it. He also didn't know how to do the update in the most efficient method, we ended up spending 2 hours at the store trying to complete our purchase of new iPhones. No one else helped us until the end when we were already working on the second phone. read more

Today was not their best day in sales and customer service. I've been here before and am always greeted hello and "how can I help you today?" Maybe I look like I don't have money but I did flash my iPhone. No one asked my family and I for help so I walked out. First time I didn't feel welcomed. Heck, today was rainy but we in Kahala and they were not busy. They did say "bye" to an employee leaving. The workers are there to sell things right. Well there's always Ala Moana Apple. read more

Apple Kahala - Help people. - Computers Near Me - Honolulu, Hawaii

I like the Kahala Apple store way better than the Ala Moana, less hectic. Anytime I've come here I was approached and helped right away. This last visit I was looking to purchase the iPhone X, but none in stock. Not the store's fault, Apple's fault for not making enough for the demand. Will have to go back! read more

I brought Timmy and his sister here the other day. We usually just walk by because it's so crazy busy. It wasn't so bad the other day. Timmy liked to play the games on the phones. They even have watches with little phones on them. I felt like this is the future. I never really saw anyone that works there but everything was locked up. I did notice that there was a sermon happening in the back next to the TV's with apples on them. That's when I got the heebie jeebies. I think this place is a church for the original sin followers. I never thought I would see this in real life. The church looks clean but I have my faith with the true Lord. Thank you. read more

It's very disturbing to see the employees dressing all hash. That's awesome that a company gives them options of what kind of pants, shorts or footwear to wear but there should at least be a dress code of what's appropriate and what's not. You have employees wearing slippers, SLIPPERS! People with long pants with a huge hole in one leg and more holes in the other leg and another girl has a whole in her pants on each knee, people wearing athletic shorts and girls wearing athletic tight, tight pants (what ever its called). I don't expect a company to be perfect! Dress how ever you want to dress, have pride. I've seen many business dress casually, but they still look appropriate. I do have to say they have great customer services skills that I've witnessed while i was uploading a few things. read more

The Apple Team including Matt, Reyn , Garrison, and others. The staff assisted in my adventure to purchase an iPad Air, and iPhone 13. The gate to the store malfunctioned two days in a row, challenging staff when dealing with customers questions and requests. Success on the 3rd day, when the store was open for business! Purchased the iPad Air and iPhone 13, & successfully downloaded data to them. Rodney from Apple Support was patient and helpful, so all recent calls were successfully migrated to the new phone! This all took a great deal of time, but was ultimately worth it. Mahalo to the store's team and the Apple Support team on the 1800 number. read more

Bad customer service!!!! I told them my phone was giving me problems since march and they don't want to replace it i have apple care plus for nothing!!! Don't go here alamoana and waikiki is more better. Waste time to come here to get some help. Really bad customer service they don't want to help they just want to stand there and get paid. They call them self genius bar but they stupid lol read more

Very pleased with the service of the problem I had for my Mac keyboard. Ethan did a diagnostic test and cleaned the keyboards and ordered a new one for us. read more

Excellent service, very knowledgeable staff, a well as quick results, but recommend scheduling a appointment for guaranteed optimum service

I had forgotten about this review until I used yelp to check the time they opened. I have been back twice and should have updated my review at that time. I had a much more pleasant time and was helped promptly by an employee which took time to help with my exchange. Later I chatted extensively with a manager(Niki) about the Apple Watch which peaked my interest in purchasing one later. Overall a much better experience than the last time. read more

Excellent place to purchase a computer. Great customer service. This location sells all the latest accessories from Apple. If you ever have a problem with your computer you can always bring her for help. Store is very clean and neat. Parking was a breeze in the parking lot. read more

Apple Kahala - Computers Near Me - Honolulu, Hawaii

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Took my airpod pros in to get fixed. They ended up having to ship them to the mainland, all good. The girl took my AirPods and I left. Came back the next week when they were ready, was handed new AirPods because of my warranty but they looked different. Upon inspection, the AirPods were missing the rubber tips. I go back in the store and say that I need my rubber tips. First employee says "oh you should have taken the tips with you when you dropped them off" well, no one told me. So I talk to what looks like the manager, he smiles and says "yes this is why we have you take the tips with you" I say again that no one told me I needed to take them with me. He says again with a smug smile that the person helping me would have had me take my tips. I say AGAIN this was never made clear to me and I just need new tips. He has me sit at a table for a few minutes while he goes to the back. He comes up and gives me a pack of tips and says "to make things easy we're just gonna give you new tips" OF COURSE YOU WILL one of the richest tech companies in the world making it seem like they'll barely make it through the day if they god forbid have to give someone $8 dollar airpod tips that they took from a customer in the first place! I say thanks and proceed to leave. As I'm walking the manager says one more time for good measure "so next time if you have a problem don't forget to take your tips with you" I say "well next time someone should tell me that's what I need to do" Not one "sorry" no remorse, no apologetic vibes, those people are fucking weird in there! Must suck to work for that company, does the ghost of Steve Jobs haunt you if you fail to defend Apple at all costs while you work in their shitty store? read more

100 bucks. 1 class a week for a year. They teach idiots like me how to work a MacBook Pro or whatever Apple technicologicalistical who ha you may have. Apple is a genius. I'm so into Nerds right now. It's all about mental stimulation. That get's me going. Frick the chefs, they just get you fat. Anyway, That comes out to less than 2 bucks a class. Seriously that's a great fckin deal. Sign up today. read more

Best experience ever! We walked in without an appointment and were able to get helped immediately. While the techs were repairing our broken phone, Alyssa spent at least half an hour of not more, answering all my questions regarding MacBook vs iPad -- totally eased my decision so thy I can buy with confidence!! Thank you!! read more

If you go to Kahala Mall in the wee early hours you'll see that the only things open other than Starbucks, Jamba Juice & Whole Foods is the Apple Store. I always thought that was pretty dang awesome. I go to this particular Apple Store about 2-3 times a week because my son always wants to go there after school to play the Diego game at the kids station set-up in the back. Oh Apple you guys are really smart. Suck in the parents with a free activity and get them to buy your merchandise. The best thing about this store is that it's not insanely busy like the Ala Moana location and it's a completely no pressure environment. My son & I have had lengthy discussions about buying games for him and we'll soon be setting up a chore and allowance sheet so that he can save up the money to buy his Diego game. Does this now meant that I'll need to buy him his very own Mac soon? Oh lordy, anyone know a millionaire who wants to adopt us? read more

Apple and I have a great thing going... We both know that when we're together, we're happy! Apple can see me coming from miles away at the mall, all happy and wide eyed, ready to check out anything and everything Apple has to offer. They have the coolest salespeople in the world there, everyone is so willing to help you out and to answer any questions you may have for them regarding any Apple product. If they don't really know, they will refer you to someone who does know. All the latest and greatest Apple products are there for you to get a feel of them and to give you that hands on experience to help you decide what's right for you. For me, my Apple quiver includes a MacBook Pro, an iPhone4S and an iPad3, all of which are very close and dear to me. Each has it's own personality and features. People have told me in the past, "why have an iPhone AND an iPad"? I say, it's because they are pretty much two very different products and perform differently. The iPhone is my phone that has web features if I need it, email, text, etc. My iPad is almost like a portable computer, lots of power and battery life, plus it travels very well when going on trips, etc. The MacBook Pro, it's an awesome laptop that doubles as a desktop, never need to unhook it unless you want to take it somewhere. If you want to have that great big screen to do work when you travel, it travels well too, in your carry-on bag! I just can't get enough of my Apple stuff, in fact, I'm even thinking of adding the iPad Mini to the collection, but first, I'll go visit my friend, the Apple Store, lay my hands on the new stuff and probably walk out with a new toy!! Thank you Apple, you're always there when I need you most! "Yelp's 31's" - #27/31 read more

You know Apple is doing OK when they have 3 stores in Honolulu! But then again, Coach has 4 stores in Honolulu, 3 on Kalakaua Avenue. So which company has the higher profit margins? This Apple store is in the Kahala Mall, so less tourists but a lot of well-off locals and a lot of wanabee living here locals. Service is friendly and knowledgeable. Griffen Power Jolt SE Coiled Cable $19.95 Part Number TQ398LL/A It's a car charger for your iPhone or iPod. Any of you who use the iPhone to surf the web, Yelp, Facebook, etc, knows that you use the juice up pretty quickly, so you need power fixes wherever you can get them. Because the fact is, you are addicted to your iPhone, and without this paraphernalia to give your iPhone a fix, your going to be strung out like a drug user. If this item isn't the right fix, you have 2 weeks to return it or live with it. That's a better deal than your local pusher. read more

Allen at Apple Kahala was terrific at customer service fully explaining possible solutions to my watch and iPhone problems while finding the best value for me. I noticed all the employees were giving a high level of customer interaction and expect their customer's would walk away as satisfied as I was. read more

Why is the apple store always crowded? I stopped by last month to inquire about purchasing a new apple watch. My current one, has a few dings and scratches and I really wanted to replace it with the new rose gold color. When I went in to ask about pricing, the associate asked my reasoning to buying a new one. She pointed to my watch and told me that minor wear and tear is covered under apple care. I had no idea. I didn't even remember if I purchased the apple care when I bought the watch so I had her look it up via my serial number. The results were in!! YAY! I ended up getting the apple care. The next steps? She went ahead and told me that I would need to schedule a genius bar appointment so they can take my watch and fix it. Still, in the back of my mind I had a feeling that the watch wear and tear was not covered by apple care. So, I asked the manager there and she stated that if the apple care won't cover it, the warranty will. Scheduled me a genius bar appointment and was on my way, Returned a few days later for my genius bar. Within the first two seconds of interaction with the associate, he looked at my watch and told me that apple care would not cover it nor will my warranty. I was upset that I was told differently. I asked for a manager and told them that I was given the wrong information. She told me that she would look into my situation and let me know the outcome. Minutes passed and she told me that the warranty and apple care do not cover the damages. I would have to pay a $75 fee. They would have to send it out and I would not get it back for 7 - 10 business days. That was the information that I needed. I just wanted to know the cost and the way to handle my damages. Instead, I was passed around. Days wasted in between. All I needed to know was the cost and the procedure. It seemed as if they assumed that I wanted the damages to be fixed at no cost. They skipped the price point and just went straight to the "No, it's not covered" answer. I am and always will be a HUGE apple Fan. I will be back to this store to purchase apple products in the future. This incident just rubbed me the wrong way. Apple, please train your employees on consistency across the board. **this review is based solely on this particular experience**** I still love Hina. She sold me my rose gold iphone 6s plus and my apple watch (originally). She amazing read more

Heaven forbid if we ever lost our little girl in Kahala Mall, my husband and I would probably run to the Apple Store first. We come to this mall so much I'm surprised they haven't started charging us rent. Our daughter LOVES their kid section in the back near the Genius Bar. There they have a couple of low tables with cute black round beanbags to sit on. On the tables are iPads filled with educational children's apps. My daughter's favorite is the "Lunch Box" app. I think she is probably the only kid who not only doesn't have an iPad, but her parents don't either. The only time she gets to play on one is either at this Apple Store, or when she plays with her Grandmother's iPad. Yes her GRANDMOTHER not only has an iPad, but an iPhone5. Jelly you say?....YES WE ARE! LOL. I just recently started a piggy bank for her with the words "iPad" written on it. Daddy just put the first $1 bill in there yesterday. I think we'll eventually have enough money saved to be able to buy her the iPad 39. *crosses fingers*. Out of all of the Apple Stores on the island, I'd rather come to this one in Kahala Mall. It's not packed like sardines, which is great for a slight claustrophobic person like myself. We've also received lots of great advice/help with our other dinosaur Apple products from their salespeople. read more

Had to wait 20min to buy! I understand we need to wait for the next available employee but all i wanted is to buy an iphone without any carrier. There should be a line for customers like me. Buy, pay and get out. read more

Came here to get my iPhone 7+ battery replaced. When you get to the store there is an attendant checking you in. Since I had an appointment I was ushered in right away. Then a technician came walked me to the back to go over my iPhone. The technician ran various diagnostic test to ensure all was ok with the phone. You need to sign out of find my iPhone before any test can be performed. He did find that my iPhone failed the audio test so he inspected the audio ports and noticed it needed to be cleaned out. He pulled out this gummy like substance and proceeded to push the gummy stuff into the ports pulling out lint & debris! He said you should notice a difference in the volume. Once all that was done he took my phone in the back for repair and said to come back in two hours. I was a little surprised that it was going to take that long. When I returned to pick it up, the process went smoothly. They put your phone in a plastic shield in order to be a contactless transaction. I check the battery and it was at 100%! All in all the whole process was easy and pain free. Oh by the way the cost was $49 before taxes and if you pay with your Apple credit card you get 3% cash back. read more