The geniuses here at the "Genius" bar... Need to learn how to tell time. We had to wait for 33 mins past our appointment date before we even got acknowledged..not scene..acknowledged. Customer service here is garbage. read more

I went in to have my watch paired to my phone, and I was told to sit at this table and wait for the tech. The tech did not keep track of who came first, and I waited a very long time and he helped others who came after me first. Very poor way of handling business. I contacted a manager who said it was very busy. I bought three watches and it was done quickly, but they need more service technicians. read more

~yeah... this is NOT a very good store to shop for Apple products, staffs there seem just interested in "talk story" and not really there to service customers; find a different Apple store if you really need to buy stuff or seriously looking for information, this location is only good for use the free WiFi signals. read more

Great product's being sold by knowledgeable staff. Bought a power recharging cord for the car. I am eying the new I-Pad2.

As soon as we entered we were greeted.. Which doesn't happen most times since they're so crazy busy in there!! Noa was informative and super helpful making our stop fast and painless, which is close to impossible with a toddler in tow! I was a little unsure about the size iPad I needed but his suggestions helped me decide in record time! (My husband always gives me grief about my indecisiveness!) all in all great customer service and I'm stoked with my purchase. read more

Let's face it, Apple Stores are always busy and it's usually going to take awhile to get your problem solved. My MacBook Pro had hard drive issues and I expected to be laptopless for at least 5-7 days. I came in for my genius appointment and was helped almost immediately. Greg the genius is the man. He had my hard drive replaced and I picked it up in 3 hours. Best Apple Store experience ever. read more

Justin Ekins is the awesomest at Genius Bar. Super service! The best guy ever! Thank you so much!

Although I have had a bad experience here. Every other experience has been amazing. The attention to detail and empathy of the employees for my needs has almost always been met. The selection of products is small because it's a small store. But everything you need is always available. The employees are pretty consistent and remember you by face if not by name. In a small mall the personal attention is always great. read more

This place is not that good after having to deal with consistent problems out of their genius bar my wife iMac is still not fully working properly and this is after four trips down there and dealing with know it all attitudes I'm basically done with this place read more

Professional employees. They are enthusiastic yet not overpowering. Thoroughly knowledgeable. Personable. Worked with an Apple Store Associate named Rie (pronounced, reyay) who didn't mind sharing how she used her device relative to other Apple products in her routine. Such perspective helped me to better visualize how the iPad Retina would fit in my family's life. The service was awesome. The purchase experience was pleasant, relaxed and I felt I could trust the information given to me. That made the buying decision easy. Ancillary: It is MUCH easier to park and shop at Kahala Mall as opposed to other shopping malls here such as Ala Moana Center or Pearlridge Center. Easy in, easy out. No hassles. read more

Apple Store in Kahala is awesome. Great company with happy and helpful employees. That speaks volumes about a company.

Here's why I rate it so low. My phone has been giving me problems with the battery life because it will NOT hold a charge​​. I came in about 2 weeks before Saint​ Patrick's​​ day about 5-6hrs before closing. ​There were​ barely any customers in there. Mind you I told one of the apple guys​ that work​ there that my phone has been charging off again and on again and I think there's something wrong with the battery or something. It only charges sometimes I told him. He ask me what kind of charger do you use and does it have to do with my wall plugs? So I said I use my apple charger and my wall plugs works just fine it has nothing to do with the power. He asked me when did I buy my charger? I said a month ago. I told him my charger is not the issue its the phone. He doesn't take my word for it and instead, he takes my phone and charge it with the chargers on display. It just so happen that it worked and started to charge he has the nerve to tell me that it's​ probably my charger and claims that I'm probably not using an apple charger. So basically, he doesn't help me with my phone issue and I left feeling upset​ and had to deal with my phone problem. (Btw I had a iPhone​ 6s at the time). The morning after Saint Patrick's​ day I returned back to that apple store because I'm fed up with my phone not being able to hold a charge and I really need it to stop giving me problems. Thankfully, the second time I came over I was lucky enough to have a different guy helping me this time believed me and tested it himself and found out that I was telling the truth all along. Turns out it was my entire phone and not just the battery. I had to get a ​completely new phone and upgraded​ to the Iphone8. I'm glad that my service was a lot​ better the second time around but, I was I pissed off about how I was treated the first time I came to them. I'm happy with my new iPhone​ and have no problems with it. read more

Two weeks ago, I bought a new 13" MacBook Pro i7 for my trip to Europe. I got tired of traveling with my 15" MacBook Pro and slow Acer netbook. My shopping experience was fine, because I knew what I wanted. I walked in, found an associate, and told him I wanted a 13" MacBook Pro i7 with AppleCare. Completed the purchase in approx. 10 minutes and left. This evening (03/24/11) I went back to the Apple Store Kahala to pick up a keyboard skin for my 13" MacBook Pro. After 10 minutes searching the store, I finally asked an associate if they had the keyboard skin for the new 13" MacBook Pro. She said they had the keyboard skins but wasn't sure if it would fit the new model. She said it would fit the last generation of MacBook Pros. I asked if she would open the box and try it on one of the new 13" MacBook Pro in the store and she said no. She said I could purchase it and if it didn't fit... I had 14 days to return it. Apple Store Kahala management should inform their associates about the products that they carry in the store: will fit or won't fit the newly released models. I'll go to Best Buy to pick up my keyboard skin. read more

Had to stop by as I was having an issue with my iPhone. Totally busy but they saw me about 15 minutes earlier than my scheduled appointment. Super nice guy Chris worked with me for about ten minutes, told me I needed to go home and update my software. I'm not a techie so I made him talk to me like I was ten to explain it. It totally worked! Phone works great now! Who needs an iPhone 5, still happy with my 4. I'd giveApple one more star but too busy and I need to make sure I go with an appointment, can't just stop in.5 stars for the customer service though! read more

The best place to get all your Apple products. I love the option to make an online purchase and be able to pick up the items when it's ready, avoid long waits plus the hassle of finding parking. read more

Is it possible to give no stars? Worst experience ever. At least 3 Apple folks in long black shirts wandering around. No one available to provide assistance and no one asking if you need assistance. The clerks are snarky. Great products. Bad customer service. Is there an app that we can give them to improve? read more

Ryan was awesome!!! Took me in early because the noon appointments were a no-show. A quick diagnosis and quick fix. A 2 year old battery was the cause of my problems and was replaced. Everything is back to normal. Apple and the employees are the best. read more

I set up an appointment at the Apple store today to see if I could get my Iphone replaced because the camera did not work since its initial purchase. After the Apple employee inspected my Iphone he said that my only option was to take the Iphone home and restore it and if this did not work I would have to pay 200 dollars because my warranty had expired. After trying to restore it and the camera still not working, I called apple services. The member who worked with me explained that my warranty was still good and that they should have replaced the phone. The Apple Store employee was not helpful at all and I was very disappointed in his effort to try and take care of a customer. I am in the military and this is the first opportunity I have had to fix my Iphone since purchasing it. I guess if you are not making a purchase, Apple employees have little to no interest in you. read more

All i can say is that James was the most helpful person that i have talked to over the phone within the apple company and also AT&T. I had a problem no one could seem to help me with through both companies and this guy solved it for me in minutes! James was just awesome to say the least, he should get a promotion or at least a raise. read more

Just want to thank the staff at the Kahala store for the great service and customer service skills. Also want send a shout to Jacob for assisting me with my daughter. She bumped into her brother and started to get a nose bleed. He went to go grab some napkins to help me stop the bleeding. read more

Came into Apple today due to problem with my computer. My appointment at the Genius Bar was 10:40and I was promptly seen. The service techs were friendly and knowledgeable and were able to address and fix the problem. Very good service. read more

HORRIBLE GUEST SERVICE. I walked in wanting to purchase an iPad 2. The store was not busy at all. I had to go up to one of the blue shirt guys, tell him "I want to buy an iPad", and he said he'd find me someone. I proceeded to wait for 10 minutes, had to ask another sales rep if she could help me. She called her associate over and he then got me my iPad. They were very nonchalant. Uncaring. Seriously? Maybe I'm not buying a computer system, but to most people $700 is a lot of money. Treat us that way, please. Never going back to Kahala. Actually, now that I think about it, when I was at the Apple store, researching iPads, one of the guy sales associates comes up to the table and announces "Does anyone have any questions about the iPad?" and then just leaves. Seriously? We are a little more intelligent than that. By the way. Apple disturbingly doesn't care about guest experience feedback either. Try going to their website and submitting feedback. Non-existent. So dissapointed Apple. I'm sticking to purchasing online from now on. read more

Customer service is awesome! I tried scheduling an appointment online and it wouldn't let me for whatever reason. I went to the Apple Store in Kahala anyway as a walkin. With all the customers in line for the i phone 6 and how busy the store was, I almost gave up hope. However I was greeted immediately, asked how I could be helped and after explaining the situation was taken to the right tech. Brandi was a god sent, she gave me a walk in appointment and scheduled me as a back up for an appointment later in the evening. I waited about 30 min and she got right to me. There were two issues I had to deal with: 1) My niece had dropped her ipad mini and cracked the screen, so with her apple care program we got a new one fresh out of the box for only $ 50.00 + tax. 2) During the the ios8 update download my ipad went on the blitz. I couldn't get it to turn on let alone back it up. Whenever I would try to charge it the screen would turn on and off on its own and kill the battery all over again. Brandi immediately worked her magic. Long story I know but the day before I had considered on just picking up a tablet and being done with it. However if I can get GREAT CUSTOMER service like this from the apple store, they can consider me a customer for life. Thank you Brandi for all your help and my niece said I'm the best Aunty in the world! Can't top that. read more

Service sucks. No one asked if I needed help. Employees standing around talking story. Walked up to someone and they sent me to the Genius Bar but that was the wrong place. Had appointment but still had to wait for help. read more

My dad left work early so we could Drive all the way across the island to go to this location, instead of going to Honolulu where it might have been busier. Been super distressed about my broken phone, waited patiently although Kahala was busier then we thought, not a problem. I love the Christmas shirts, but our Genius Bar supper help (I won't mention his name) was NOT friendly at all. Very stern, showed no emotion or concern. I've worked in Customer service for 10+ years, although, thanks for the disappointment since I canT afford to fix my phone, but it wouldn't hurt to smile. read more

I have bought many items from this location and it has always been a pleasure doing business with these very knowledgeable employees, who always help me with whatever I need. I have been to the Genius Bar at this place twice, and both times the genius' fixed my problems completely! Also in a very convenient location! read more

i love this store, nice layout, friendly helpful staff, nice. selection of retail. it's easy to become a mac fan and chronically try to convert all pc users. i haven't been to any other mac stores but in my opinion the one at kahala mall is great! read more

I counted thirteen employees on the floor. Not one employee reached out to me. I noticed customers that came in after I did was approached to and so I decided to make myself more noticeable. After ten minutes of just standing there, still no service. I then decided to take it upon myself to be reasonable and ask for help. Only until I asked who the manager on the floor was and that I haven't been helped for more than ten minutes that I was provided by excuses of being busy and was quickly given the royal treatment. Is that the only way to get customer service nowadays? I give props to Apple Store rep Joe though. He was very informative and helpful when I asked him my questions. Thanks for your help brother. But man, you're so lucky I enjoy the apple products. Kahala store, you guys really need to be aware of ALL your customers in the store because I'm sure that I'm not the first person that feels the way I do right now. I know you guys are busy, but just remember that customer service is very important in this day and age. Your customers could easily go to your competition if you aren't careful. read more

Miracle maker? Close enough! In the past I only went into the apple store if I needed to buy something...a computer, iPad, cases, etc. So, when I accidentally dropped my iPhone 6 this past weekend and the screen shattered into hundreds of pieces, I was at a loss because I have never had a broken Apple item. I called my cell carrier and they recommended Apple or another store in town. My friend helped me to call both. The other store in town said if it was only the screen that broke, they would fix it for $130.00. Not bad!! I called Apple and they completely reassured me that they would help me and take care of everything to my expectations. They quoted me $109.00 for a screen replacement and I was in their store within 10 mins. The thing that blew me away was their awesome customer service. The tech was AMAZING!!! Reassured me that it was just the screen. Walked me though exactly what was going to happen and told me it would be ready in 1 hour. And you know what??? He was spot on with EVERYTHING!!! Great job Apple team!!! Thank you for bringing calmness to my chaos!! read more

I went yesterday afternoon to see if they can help me have my son's IPhone reset. The lady (older lady with bangs) kept on saying that my son has to come in so they can reset it. It just dawned on me that she must have thought that it's a stolen phone since I'm filipino. My son is 9 years old why in the world will they need to have my son thete? Sometimes I don't process things right away I'm gullible that way. Very disappointed !!!!! read more

Customer service is poor. Can't wait to get a non-apple product.

I'm very disappointed with the service I experienced here, I went in to the Genius Bar for a problem on my laptop I previously had in which I was able to get fixed before, so I assumed coming again for the exact same situation would be no trouble. I usually go to Ala Moana's Apple Store but I thought I'd try out kahala this time since it was closer. The man who greeted me off the bat was negative about recovering my laptop already assuming my battery needed to be replaced because I dropped it and it had a dent on the side & with no idea why I came to the store just yet. He runs some tests a little differently than I remember them doing the first time I got it fixed. Immediately telling me that the computer is taking too long to run the tests which means my hard drive and cable needs to be replaced now & gives me an estimated bill of $160??? I was so confused how that was my problem when I knew that wasn't the case, so instead I left & went to Ala Moana's Apple Store & THEY FIXED IT. My computer was completely fine. I would give this review actually No stars but I'm forced to give atleast one.. I wish I remembered the name of the man who helped me, but all I remember is he had sausage fingers and chewed his nails and it was bit down to only like 2 millimeters long, they didn't even look like nails anymore, so gross. So if you see that guy at kahala just fyi. You'll know it's the dude i was talking about if he acts sassy.. read more

Out of the 3 Apple stores on Oahu, I'll only come to this store again if I'm not planning to buy anything. It seems like this store is very short-staffed and it's hard to get an employee's attention to buy something. I came in today to finally plunk down my credit card for the 11" Macbook Air. It took me and my sister 15 minutes to flag down someone to help us. Help me spend my money, could you? I intended to buy the Macbook Air, iWork and Superdrive, unfortunately they were out of stock on the Superdrive and sent me on my way with just the laptop and iWork CD. I spent $1500 there. But when I got home and realized, how the heck was I going to install the iWork on my laptop without a CD drive? So I had to call the store and ask them what were they thinking? The guy on the phone answered promptly and was very nice, but said, "I'm sorry, we don't have the capability to check other stores stock so you should call the Ala Moana or Waikiki store yourself to see if they have the Superdrive." I knew I should have stayed closer to home and spent my money at the awesome Ala Moana store. Even though the Ala Moana store is so much busier, the employees there are more helpful and efficient. The only time I would recommend coming to the Kahala Apple store is if you don't want to buy anything, but have young kids who want to play on the Macs. They have a little table in the back with two Mac workstations loaded with kids games. My little cuties love to sit on the black ball chairs and play Dora or Diego games. Steve Jobs, if you are reading this, please spend money to hire more staff at the Kahala store. The poor employees are stretched thin there. read more

Bought myself and my boyfriend a his and hers MacBook Pro about 2 months ago and the staff there was phenomenal which I think can be said about all the Apple stores. Looking at purchasing a IPad Pro soon for my new business so I know where to go and who to see! read more

Poor customer service- walked around with a few items in my hand for at least 10 minutes and no one asked me for help. I would glance around every so often to see if a salesperson was available- a few made eye contact but walked the other way. I finally put the items back and walked out! read more

Keanu and Jordan are amazing Geniuses ! They have extreme knowledge about all the Apple products. They helped me resolve a complex Ipad issue with fast and friendly service and Aloha Spirit! Great one on one attention to the customer! read more

My iPhone 5S was giving me issues so I brought it into the Apple store. The good people here replaced my iPhone since it was still under warranty. Woop! read more

very packed store that was giving away water for waiting in line, plus knowledgeable employees!

I'm very sleep deprived, had the constant roll of bad luck the past few days, but I just went and got help from Kyle at the Apple Store in Kahala Mall and need to give him the props the he deserves! I wasn't in the best of moods upon arrival. My phone itself is a 5 that I purchased around October 2012. I did not even buy the phone from the Apple store. But I have made recent purchases for my child - an iPhone 6 and a Macbook Pro - because Apple products are very reliable. I have been to Apple stores recently, but none of those visits provided as customer friendly service as today's visit. I had a cheap charging cable that I bought not even a month ago from Longs, and it already wasn't working. But this was my 3rd charging cable. So I went to Apple Kahala to ask if it was my phone, or the cable. I won't go into boring detail, but Kyle was very cheerful and smart - he did a full diagnostic of my phone, and showed me that my phone battery was still in the green (very much a long life left), checked the pins inside, etc. He took care of me and my problem (the cheap charging cable). Thank you Kyle for changing my luck around & for providing patient, cheerful, and helpful service! read more

My Apple Macbook pro came back after a couple of weeks of repair but the bad power cable was not covered. I went to the manager and she said it had been replaced in June and even though it was part of the equipment they would not again exchange it. Wow in my day with Apple it would have been covered. That said since I have to purchase a new cable I will go to Best Buy where I get better service and if a cable is amiss they stand by their return policy. I was about to buy a new iPad also but will also take my Apple business to BB. They also give the best price and points towards purchases. Wake up Apple your store is not good with Applecare. read more