Jeff. Jeff went very well! Serviced us with exemplary detail to say the least. Was embarrassed at the lack of knowledge I had walking in there & in no way made me feel inferior! Thought this level of customer service was extinct! Referred me to Lee in the business department & received a follow up call the next day. Bravo Jeff! Professional, respectful, attentive to concerns & follow thru?! Impressive. read more

Apple products- love them. It's all that we use for our tablets, watches, phones, air pods etc. This review isn't about their products- it's about their service. The Genius Bar use to be able to repair and replace products- that apparently is a thing of the past. Now you turn it in and wait 7-10 business days to get your item repaired or replaced. That is disappointing- but also not my main reason for reviewing. It's about safety. While being sat at a table full of people- I was asked all my personal details. Full name, full address, phone number etc. I asked if I could type it in he said no. I said that I wasn't comfortable giving all this info at a table full of strangers and he actually giggled. The gentleman across from me said- "honestly it's not safe to do". So he said - give me your drivers license if it's current. I was ok with this. I gave it to him, he laid it out on the table and proceeded to READ IT OUT-LOUD as he typed it in. I said "are you serious" he said "oh... my bad".. It was petulant, intentional and meant to make those of us at the table feel like they don't care. One of the women got up and left to go speak to a different associate because even she was upset by this and told him he was being rude to me and the table. It is a bad practice to have your associates ask for private information at a table full of people. I witnessed it happening to the table directly behind us and the one to the right of us.. this isn't a singular employee- this is your training standard and it needs to not happen. read more

Poor service All they want to do is sell you a new phone They make repairs difficult 3 trips for a battery read more

Was acknowledged when entering. Very nice. I had a gentleman help me with the screen protector. Very nice. But was not very nice. Was the gentleman who was condescending and flat out rude. Thick braided African-American gentleman. It's because Saints may be obvious to him, does not mean that they're obvious to the novice. Condescension and negative attitude are not necessary. Nor are they appreciated. Personally, I feel that he does not want to deal with the public. As soon as he was rude with me, he took off behind the scenes again. I agree that Apple is worth it's price. But that does not entitle their employees to treat you poorly. read more

Apple Kenwood Towne Centre - The gentleman that I had the interaction with - Mobile Phones Near Me - Cincinnati, Ohio

Great service! I recently purchased a new phone and did the purchase online for in store pickup. There was a long line outside the store when I got there but thankfully you do not have to wait in the line if you are doing a pickup for an online purchase and have a pick up time given. Everyone I encountered was friendly and very helpful. It's an extremely busy store and the workers are kept constantly on the move but they were all kind and helpful. read more

Made an appointment at the Genius Bar this morning to get my battery replaced in my iPhone 14pro. Covered under AppleCare warranty (thank God for that). Upon arrival I was immediately greeted and put in the line to be seen. Waited about 15 minutes and after some "legal" consent form signing and ensuring the phone was ready to be seen I dropped the phone off. Two hours later it's back in my hands. And so far is working properly. Immediately when it was handed to me all my settings were good and we were ready to go! I'm told that as long as you backup to the cloud before hand it usually comes back to life. In rare occasions it goes back to factory reset. So, just make sure you backup to cloud before you go.. Word of caution. When they do this the battery they put in has like a 7% charge. But, when you go into health it will tell you it's 100% healthy. I'm giving this a 4 star rating for now because I want to see how it performs and if the charge kicks in. There is 90 days with any repair. However, I suspect if you have the warranty you can fight to get satisfaction afterwards if needed. Hoping the battery charges in the at home and at home. Time will tell. I'll update with any info should I have it. It's my first replacement so I was a little weary of doing it. But, I cannot afford a new phone and the AppleCare makes things like this a simple solution. But, so far I'd recommend this location, this repair, and getting it done. One last word if caution. The mall parking lot here is extremely busy. Expect to park in the back 40 especially on a weekend. That's the only downside. But, the store is located in the only true working mall in town. So I can see why it's so busy. read more

I made an appointment for 11:20, I got there early. No one greets me when I walk in, no one tries to talk to me. I go up to the Genius Bar like the reservation says and wait, and again no one talks to me. A woman who arrived after me was greeted helped promptly. But everyone avoids my eye contact. I looked online and it said to find the point person of contact - but everyone was busy and there didn't seem to be one person at the front. I don't know if they're understaffed or what, it was just very discouraging. I don't know if it's because I'm young and a college student and don't look like an "Apple customer", but I was just trying to get my IPad Mini fixed and am feeling very frustrated. read more

Apple employees standing around and not friendly! They look like they are waisting their own time trying to help customers or potential customers! Rude and unprofessional! Try another retail place you will feel better! read more

Been in there 3 times to get a new battery. Appointment times seem to be - just a suggestion- since I have had to wait 20 minutes or more after the appointment time. Supposed to call me when my battery is in - which would be in a couple days - over a week later no phone call and no way to get in touch with them. Long torturous drive to get there just to be told they can't help. read more

I went to this store 3 separate times to get help with a friend's locked out iPad. I was kinda blown off the first time, and the second time the wait for a Genius Bar was long so I made an appointment for the next day ( 45 minutes, highly recommend making an appointment) but when I came back for my appointment i had an employee, L A, really persist to help me fix my problem, even though he had to dig out an outdated charger. Thank you L A! read more

The Apple Store at Kenwood is a fun place to browse. That said, unless I have an issue, which is rare, I do all my Apple purchases online.

Excellent, as with all Apple stores, this is no exception. Everyone is very knowledgeable, professional, and helpful.

Only apple store within a reasonable distance; however, that didn't stop Deion from delivering Top tier service. Deion was very knowledgeable and helpful in making sure I walked out with laptop that was specific to my needs. Much appreciation to him and the apple store staff. read more

"Move to the back of the store so you don't block the entrance..." They put the new computer in display at the front of the store, then berate you for stopping to look at it. No one was waiting. No one was being blocked or hindered. There were three of us looking at three computers. I think the clump of Apple people realized they were boring themselves with the gossip they were sharing huddled around the far end of the table and decided to attack the people wandering in with Apple's new interrogation tactics and harass the people who stopped to look at what they had on display. Maybe we are the wrong demographic now. You know, the ones who have been using Apple computers since the 80's. Way to live up to the stereotype Apple. read more

Apple Kenwood Towne Centre - Look out for that massive crowd.... - Mobile Phones Near Me - Cincinnati, Ohio

Waited for an hour just to pick up my repair. Every team member did their best to ignore me when I looked up at them. It doesn't say to schedule an appointment just to pick up a repair. Finally I interrupted a team member finishing up on another customer. My repair was out in 2 minutes. 2 stars because they were friendly when they finally stopped ignoring me, and the repair process itself had been quick. My suggestion for customers picking up repairs is to find an employee not working at the Genius Bar to see if they can help you. My suggestion for the Genius Bar is to make a virtual check in for customers picking up repairs. Or some other clear way to know how to pick one up. read more

I would give 0 stars if I could to reflect the 0 amount of care they give for customers. My sister and I came in 3 days in a row, making an appointment for each day at the same time to help get our AirPods fixed. The result: not a single "hi" or "hello" or even "have you been helped yet?" By a single employee after waiting around for 40 minutes each time. They were busy so I understood them not being able to help right away, but countless employees walked by without even acknowledging us, I guess there was some really cool stuff happening on the floor that was more important to check out. Finally, tonight, after waiting 40 minutes again, an employee made eye contact with me! I flagged him down and asked if he could help with our situation, but he said I'd have to make another appointment for tomorrow since they were closing in 5 minutes. Do not waste your time with these incompetent, useless airbags. Btw, I just went ahead and bought a new pair of headphones on amazon for half the price. read more

I pitched iPhone July 2024 and started having major problems a week later when my phone alerted me of unauthorized entity accessed my phone and deleted apps. I went to the Apple Store as recommended through tech support to request a warranty exchange of my phone. I pay monthly for extra cover and was told no exchanges. I do not recommend wasting your time going to this location. read more

I'm a lover of all things tech so for the last few weeks, I've been scouring the Internet got leaks about the new Apple Watch. I even listened to the "Time Flies" live streamed event. I couldn't watch because I was driving. I knew I wanted to upgrade from my current 3rd generation watch so I got online and made an appointment at the Kenwood store. The associate I worked with was ok but clearly didn't know much. Only after making my selection was I told that they didn't actually have any in stock but I could order it online and pick it up at the store in two days. Plus, she had no idea where the measuring template for the watch band was. So I ordered it online and the only option was shipping to my home. And not until mid October! Such a disappointment for a brand that has always had such excellent customer service. I know COVID has presented challenges but there's no excuse for this mess. read more

Apple Kenwood Towne Centre - Mobile Phones Near Me - Cincinnati, Ohio

Impacted ability to access a medical app. Broke rear glass on iPhone 13. Brought in for repair. Was not told that they would be replacing the interior parts of the phone with the glass. Since it takes time for medical apps to verify compatibility with new iOS, I had intentionally not installed new iOS as they become available. I can not access support for the medical app if not at the appropriate version of iOS. Now, I am out almost $400 and will now not be able to ensure ongoing access to the most important app on my phone since it is upgraded to the most current iOS. The website with iOS compatibility was shared with the manager. The staff didn't seem to care and the manager offered a solution that was not workable. read more

Been a Apple owner for the last 12 years. I've always been happy with the service I've personally experienced. Schedule an appt and I'm taken care of. This summer I've added another + to the things I love about Apple...summer camp. My 9 year old enjoyed 3 days of learning Garage Band. Greeted by Apple staff, custom shirts for campers, and cheers when entering. Fabulous staff lead the camp and worked well with the kids. Keep it up Apple Kenwood! Thank you! read more

Apple Kenwood Towne Centre - Great summer camp in Garage Band - Mobile Phones Near Me - Cincinnati, Ohio

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Ineffective, inefficient, insufferable experience. What the "managers" of customer flow lack in communication skill, they more than make up for in snarky belligerent attitude. If you want to see a bunch of people in official Apple employee uniforms doing nothing while customers are waiting for the simplest of purchases, then this store is for you. If you want to be upsold in every direction when you know exactly what you want, then this store is for you. If you want to be treated like a piece of human garbage and an idiot, even though your purchase helps support these non-communicative condescending jerk wads' employer's stock and their 401k's, then this store is for you. Awful people at the top. Scuzzy suggested sales process through the ranks. A star is too high. read more

What happened to customer service? I guess Apple's not worrying about customer service today, since they are too profitable. At Apple now they are saying no way can give us an exact phone in different color! Why have Apple care if they can't help? Stating the white iPhone XR can only be replaced with a white phone. My daughter is willing to take another color! Now the speaking to the 3rd person who states only 2 xs in the "whole Apple history has this ever happened!" Does he really think we believe him? Omg the 3rd person making us drive 37 miles away to another Apple place to pick up a white phone. Why couldn't they just give us another color? My daughter was willing to take a BLACK iPhone XR! read more

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I own several apple products, but I am a windows user by trade. The support and services you get at the apple store are good, but sometimes the customer service skills could be better. I appreciate that they have 4 or 5 people checking people in at the front of the store, but after standing around for 30 minutes one of them finally just helped me. I came in to buy a new iPhone and trade in my old phone. Best trade in options come from the store vice my cell provider. After I stood around for 30 minutes the service was great from then on, but when you stand there and the 4-5 check in people are stand around as well because on 3 other people came in in that 30 minutes is kind of defeats their purpose. After getting the new phone and since I was already on the latest software version, it did require someone to update my phone before I could leave as I was not going to leave with a phone I could not use. This required another 10-15 minute wait for someone to connect to the phone to perform the update. Overall it was a good experience, and I will be back for my apple needs, I will just try to make sure to come at a not so busy time. read more

Outstanding service by Jonathan. Had issue with phone and took it to T-Mobile where I bought it. They told me they couldn't fix it, however it was under warranty. They said to go to Apple Store and they can replace it. Upon arriving at Apple, was quickly greeted by Jonathan and within minutes he fixed my phone. I can't thank Jonathan and Apple enough for their quick service and showing concern in helping me with my problem. You guys are the best! Thanks read more

Was told wrong information by customer service. Horrible communication, rude staff. If I could give it a zero star I would. Did nothing but waste my time. read more

Rude employees with a god complex. Support is non existent here, and every eye has that glazed look of corporate lobotomies. I've tried several times, but I've never gotten good service here. You'll find better customer service at the county jail. Not once has tech support actually even given me the correct answer, nor actual help or repairs. Buy the products online, and go for service at any authorized service center. Avoid this place. If you have any knowledge of tech whatsoever only frustration and insults await you here. read more

I bought an iPad a little over a year ago. I didn't buy it at the Apple Store but I bought it brand new...After a year and two months it started "ghost typing"...I first went to good old Google looking for a solution. Google had about 5 fixes that could possibly fix it. The last one said "If none of these solve your problem then your touch screen has gone bad and needs to be replaced." Fine...Now I knew what I was dealing with and I knew that the Apple Store had the ability to replace screens because I had been there before with a friend who needed a screen replaced. I made an appointment online and arrived at my appointment time...After a 1/2 hour wait beyond the time a guy finally came and asked me what was going on (even though the person who had checked me in had already noted why I was there)...I explained to him what was going on and said I needed my screen replaced. He didn't even look at my iPad or ask me any questions just proceeded to look up in his iPad how much a replacement iPad would be. I told him I didn't want a new one that I just wanted the screen replaced because it was only a year old. He LIED and told me that they could not replace screens. I know this is not true. He only wanted to MAKE A SALE...I just picked up my iPad and left. The next day I called Apple Support and was told that they absolutely CAN replace a screen and they didn't understand why I was told that they couldn't. They then gave me a list of authorized Apple dealers that I could take it to for repair versus going back to the Apple Store in Kenwood. Armed with this information I called back to the Apple store to speak with the manager - thinking surely the "manager" would be outraged that one of his employees had told a blatant lie just to get a sale but NOPE! He told the same lie - telling me how he had worked his way up from a technician to now manager and that no they could not replace a screen and that I would have to just buy a new one. I hung up. Long story short I found a place right around the corner from Kenwood mall and they replaced my screen and gave it back to me the same day. I'll NEVER go back to the Apple Store again in life! When I told the guy who repaired it how they kept saying it was "Impossible" to replace a screen his response was "Because they are all SALESMEN and he's right. read more

I usually HATE going to the Apple Store but it is a necessity. I went today and it was such a wonderful experience. I had to get a new phone and they made it so painless. Shoutout to Joshua for helping me backup my old phone and making the experience easy for someone who is not tech savvy. (But he also needs a case on his phone) read more

I went in and got the new iPhone right before the new year and I want to shout out Tahj for being so nice and updating me through the wait times and checking up on me throughout the process. And I also want to shout out Iva for helping me with the process of moving everything over to my new phone as he was also helping 2 other customers. Both men were very nice and helpful and deserve to get a shout out. Thank you! read more

People, people, and more people everywhere! This is a pretty large store, but my goodness, it was crowded and loud. With all this going on, we were able to slip past the greeter to browse a little. Within ten minutes, we were approached by a few associates. If you're looking to get in and then get out, this probably isn't the store you want. If you're looking for excitement and some play time with the products, congrats you've find the right store. read more

It's a normal apple store my big gripe is that for some reason in a city of this size this seems to be the only consistent apple store supplier. Frankly most times when I make Genius Bar appointments or just want to buy a product the wait times or horrendous even with an appointment I think they need to rework their efficiency or perhaps they need more staff support read more

So happy with this help center. I unfortunately had two completely different issues within two weeks. Every single time I came to this center every employee greeted me, helped me, and made me feel welcomed. On top of the incredible customer service they all have priceless knowledge that fixed not only my problems but also taught me new things. Most of the Shriners are even friendly we were all in there feeling hopeful that Apple could fix our problems and they did.! I had never been to their Clare's but heard they are so worth it. I hope to attend some soon. While you wait in the store they have very useful tips scrolling on the screens showing you how to use the different functions of your phone. Disclaimer. I am a true Apple fan. I have the phone, laptop and watch. This Apple life is serious!! read more

I still had an iPhone 8 because I dreaded the process of upgrading my phone. Well I was pleasantly surprised . Jonathan Silver at the Kenwood store did an outstanding job of setting up my new phone, transferring my data and making sure I was familiar with upgrades on this phone. Yes, it takes a little time but well worth it. Overall a great experience. read more

I would not recommend this place at all. They are very rude and unprofessional. I was sent to talk to Dalton and he was very rude and would not help me with my issue once I asked for the manager she basically said that she didn't know what she was doing to go back and talk to the Genius Bar and go talk to Dalton again at this time I said I would take my business to a different place to get it fixed would not recommend at all read more

So much social distancing I can't get into the store to buy a computer on my lunch hour. I'll just have to wait till late November or Mayhap I can buy used from SellMyMac. read more

I'm giving the APPLE STORE 5 stars for their customer service. Yes, their products can be expensive, but I will always buy their products due to their customer service. If I have any trouble with any of their products, all I have to do is make an appointment at their Genius Bar online (or you can stop into the store), and I have always been helped. I even showed up a few minutes late, and they easily made another appointment for me without even hesitating. I do always buy the Apple insurance on my products - but I have always been satisfied.. and most times, I have been able to walk out of the store with a new product for free or with barely a cost. They seek to always put the customer first. The store is quite busy -- just know that going in, there will more than likely be a crowd; however, they have it down to a science. I am definitely an Apple product fan - but the five stars definitely also are due to their stellar customer service. read more

Apple Kenwood Towne Centre - This place is pretty busy!! The employees handle the crowd well. This was a Sunday afternoon. - Mobile Phones Near Me - Cincinnati, Ohio

I pay for apple care and I went to the store to exchange my I pad. My screen had cracked and they replace it. I was handed a brand new iPad. Leave the store, the iPad doesn't work. Take it back less than 24 hours later, and they tell me it won't boot up, but it has to be sent away. Won't give me a replacement when they had handed me the I pad 24 hours earlier. What poor customer service and complete ridiculousness. So now I am out my I pad for 7 to 10 days. I am so ticked that I am considering selling my apple devices. I know you are so big you could care less about 1 customer. Great job Apple! read more

Every time we have to visit, we are greeted and treated with respect and care, which I really appreciate. As loyal Apple customers, we've had our fair share of visits to this Apple store. I *highly* recommend making an appointment online. Typically the appointments are 1-2 days out but I got lucky and scheduled a same day appointment on a Wednesday afternoon. I recommend going earlier in the week day to avoid the after work rush. For something like a cracked screen, we've paid the price unfortunately. For my most recent visit, I was having a blacked out camera issue. They quickly ran diagnostics and it was a hardware issue. Since I was still under warranty, they replaced my phone for free with a brand new device, not refurbished! Typically if it's an older phone you get a refurbished one. Hubs has one but it works just as good as a new device. The employee that helped me was the nicest. Wish I could find his name in my recipes but they only give employee ID numbers. This guy was awesome, quick, attentive. He loaded my iCloud onto my new device and got us out of there in 35 minutes. An added bonus is the little kids table by the Genius Bar complete with iPads loaded with children's games. Kept my little entertained the whole time. Update: employee's name is Charles!! read more

My dude dug out enough lint in my phone to knit a sweater, to keep a sheep warm through the winter or to block the charging connection! Fast and friendly service with no charge, well no fee! I can charge again!!!!!! Thanks! read more

Up until this year, I was an Android user. After I began using a MAC for work, I was suddenly yearning for a bit more compatibility and always loathed being the green text box in the group chat. So this year I sold out HARD. I bought an iPhone... Then I bought an Apple Watch... Then I bought airpod pros. I'm not gonna lie... I love the products. There's a couple things I liked better about Android, but for the most part I really like the device. Specifically, I like that Apple makes it easier to block push notifications (and always asks for my permission before allowing push notifications from new apps). On my Androids, it always felt like new push notifications were finding their way to me. So my initial experience with Apple was super positive. After only a couple months, my Airpod Pros stopped working. I had purchased a warranty with them, so I wasn't too worried about charges. I made an appointment at the Genius bar. When I showed up to the store, I checked in with the gentleman up front, where my temperature was taken. After that I was directed to a table. The social distancing game here is strong and I really applaud the store for that. Where the store fell short was the service during the appointment. A genius bar appointment felt like the in-person equivalent of an automated phone system. The gentleman who assisted me was also assisting ~3 other customers at the same time. So when something was downloading on my phone he would run off to assist another customer. At one point he told me that some prompts would appear momentarily and to go through them. He walked away to assist another customer. When they appeared, I went through the prompts on my phone, but apparently did something wrong. When he came back, he told me we'd have to start over. I felt bad, but also wish that someone had just been there next to me to make sure I had done it correctly. I was also on my lunch break and had been in the store for just under an hour, I didn't have time to start over. I had to leave the store. When I got home, I was able to get them working again. The gentleman who assisted me was kind, helpful, and patient... unfortunately, he was also stretched super thin. I've paid apple a lot of money (including in warranties)... If I make an appointment, it would be great to have the attention of the person assisting me for that period of time. read more