HORRIBLE MANAGER I recently purchased 4 iPhone 5's for my family....cracked the screen on one within the first 10-days and a manager Adam at the apple store refused to do anything but charge full price for replacement....he said if he showed me kindness, he'd have to do that to all his customers! read more

`I made an appointment online, and was greeted as soon as I walked in. I bought a MacBook Pro a year ago, and have had nothing but problems with the keyboard. Finally the space bar broke...and that was it. I was dreading the cost....but I was told it is covered because lots of people have had issues with the keyboard. THAT made me happy! I left my computer there, and in a few days I had a brand new keyboard. I will say the store is BUSY BUSY BUSY...and it is SMALL. Did I mention it was BUSY? lol. My advice, make an appointment online, and show up 15 minutes before the appointment. If you show up earlier, they won't take you early...(as we found out). However if you do arrive early, the outdoor mall area has plenty of places to parooze. read more

Well... idk what's going on in this store but an employee straight up lied to me to try and pressure me into buying apple care. I don't appreciate being bullied just because my new phone was defective and you couldn't fix it and had to give me a new one which I refused apple service for. I also don't appreciate been lied to by someone who was either trained to respond that way or for whatever reason an employee would speak that way to a customer. Unacceptable. How did I know? My phone offered me apple care for a week and the employee told me if I walk out the door with the replacement phone they won't service me and I won't be able to buy apple care. Are you fucking kidding me. read more

i purchased a battery for my phone, for 75.00, and lasted 2 months, called to see how much the warranty was- 30 days, if i knew that i would buy from batteries plus for 50 with a 6-month warranty. batteries should last for years. i went to apple support and they made an appointment for today, drove 1 hr to get there, and they said they do not work on that i-phone no more, thanks apple for wasting my time. poor service read more

During these unprecedented times, it becomes increasingly difficult to maintain a true social distance at stores with a normal large volume of customers. Apple is always clean, efficient and gets you in and on your way. Sure, the line and appointments can be frustrating but it is all in good intention on keeping everyone safe and following protocol. Good job Apple! Can a store get even cleaner and more efficient? I think they just proved that. read more

Great little store. I make a pilgrimage about once a month. Service has always been friendly and competent. I wish there was a store downtown or east side, it is a bit of a drive from Civano. Because of convenience I bought my Apple Watch 4 at the local Verizon store. read more

You don't have to be from out of town to have difficulty finding this location. It is located hella far from town, I've lived in Tucson sine 1989 and I have a hard time finding this place. My iPhone 6 Plus started freezing up on me this past Saturday, I made an appointment for this morning 10:30am (11-23-15). Lauren was the one to help me. He was great, super cool and very knowledgeable. He wasn't able to fix my phone so I was out by 11:10 with a brand new phone (thank you AppleCare). read more

Horrible customer service pre covid 19 and now even worse. For the money Apple charges they need to have much better customer service.

If there is an opposite of the Apple Genius Bar, this store is the flagship. I wanted to purchase another pair of AirPod Pro Max headphones - The World Trade Center store in Manhattan matched an official Apple product price listed on Amazon. I showed my receipt to one of the geniuses and asked for the same product and same price " oh the Apple store in New York City made a mistake, we don't match prices online" said the genius with her secret-service style headset and iPad. Unless you're using this store strictly to pick up a product that you pre-ordered I would sooner fly to Los Angeles to go to the Apple store than visit the hayseeds at the Tucson outpost. read more

This store has absolutely gone off the rails. If you buy here, be prepared to be hammered about their extra warranty. After I said no twice, I warned "David" (the salesperson) that if he brought it up one more time, I would leave. I was there to spend well over $1,000. The then excuses himself, walked over to the manager, talked to her for a while, then comes back and immediately hammers me again. He obviously got some coaching from her to hit me again. Apple, at least at this store, has lost its way. Both David and the manager need to wake up and stop pushing people so hard on their extra warranty. Buy your gear elsewhere. Skip this store when shopping for your Apple gear. It was a horrible experience. read more

This was my first real experience dealing with Apple in one of their stores and I was very impressed!Despite them being extremely busy with an incredible amount of people in the store, they gave excellent customer service and made me feel as though my business meant something to them. I would definitely recommend thier products and thier store Update : I returned to buy a iPhone XR great service great people top notch store I had a great experience and I still recommend this place! read more

This store has the worst customer service that I've seen in a very long time. The staff and the management are some of the rudest people that I've met. I was trying to help a senior neighbor with his phone and they were no help. They lack empathy at his lack of knowledge of their procedures. They treated him horribly and his phone still doesn't work. I am glad that I don't own any Apple products. read more

Horrible store, avoid at all costs! Overcrowded store. Got a loaner phone and it was the smallest memory possible so it locked up constantly. Apple service stinks read more

We went to purchase a phone, novel idea huh. We were led to believe from a genius that the simple sim card swap was all we needed. Come to find out the genius either wasn't smart enough to know that a new sim was needed or didn't care as it was all about the sale. This is why I move more and more to online purchases. Now we have spent far too long tracking down more than we should have had to for a simple phone. Bad Apple Store. Remember it only takes one to ruin the rest. No more in store purchases, certainly no more Apple purchases. Sorry but bad service and worse information doesn't cut it any more these days. read more

Apple customer service is above any electronic retail outlet in the entire world. Seriously. I've walked into this store with a bunk iphone3 and walked out with a new (refurb) functioning device. No questions asked. If anyone is questioning whether to take the iphone plunge, I will leave you with this: my iphone4 sleeps on a memory foam pillow next to my head each night and rarely leaves my side. That is all. read more

i have recently switched from android & Fitbit to apple. figured I buy a watch and make an appt at an Apple store so that I could get some help and learn some first hand info. Well so I show up at my time they bring watch out and then ask if I'd like some help setting it up I say yes but the gal they asked to help me made me feel I was a nuisance to her. They did get a manager to help after I left and then came back but at that point it was at a point she said it would take an hour to load so I left. No personal helpful tips and left feeling I shoulda never switched to Apple products. read more

Stay away from this store. It's very unorganized and very loud. I took my phone to have the battery replaced and it took them over 3 hours to tell me they couldn't do it. (I had an appointment)I took it to a phone repair store in the Tucson mall and they had it replaced in 10 minutes. I will never return to an apple store. read more

Expect to wait, even when you have an appointment. That being said, my experience from the beginning was disappointing. I had made an appointment the day before for a little after four. I arrived around four and waited in line (although I was greeted immediately upon entering) and was told to come and check back in five minutes before my appointment time. (I was 15 minutes early). I took a seat and when it was almost time, waited in the long line again to check in. Meanwhile, people in line hat didn't have appointments who complained about the time they had to spend in line were seen first, while others who didn't complain were told 45 minutes. After I checked in as instructed, I sat down again. 25 minutes later an employee greeted me. He was kind and knowledgeable and really made my experience. He quickly diagnosed the problem and I was out the door. read more

I went in yesterday with the intention of buying a new Mac book pro because my ancient 2012 Mac was no longer working efficiently. Carlos was very knowledgeable and friendly from start to finish. He explained the whole process of trading in your old one to see if it was worth anything. For great customer service and high quality of product, I own an iPhone, iPad, and a new Mac book pro, and soon planning on investing in an AirPod. 5 stars read more

I've been shopping here since the store opened years ago. It's great to see a familiar face when shopping for a new device whether it be an iPhone, MacBook, Watch, etc. I'm a huge Apple fanatic. The store can get pretty congested at peak times, but it's super easy to navigate and find what you need. One time, CEO Tim Cook visited and we got a picture with him. We like buying our Apple products here versus Target/Best Buy because sales tax is less at La Encantada. You also get a discount if you're a student or government employee. Also, shout out to Fred! He is awesome. read more

I went a few months ago to merely get my defective earpods (the 3.5mm jack one's) exchanged for some new one's since they were still under warranty, like they've done in the past quickly, and the genius bar guy who was helping me who wears glasses along with other employees were scrutinizing whether i really had warranty coverage and were surprised to findout whether i could get a new pair and were asking other employees. Um yeah, they're $20 earpods! How much do you think it costs Apple to make those? Prob. $5 or less. Gosh it's not like i was asking for a free MacBook Pro, sheesh. You guys are prob. used to customers who are willing to pay extra for another pair rather than get theirs replaced. Anyways, when the guy finally agreed to give me a new pair and brought them out he never offered to check the holes and docks of my iphone to make sure they were clean. I had to ask hin to get him to clean it. read more

Major recognition to Fred. He helped me on a busy Saturday afternoon on getting in and out of theatre within 10 minutes for my Apple Watch Series 3 sport loop exchange. Originally went with the Electric Pink loop thinking it was more redish, street a day of trying it out realized just wasn't for me. Took the band in the very next day and walked out with a $5 Apple gift card with my corporate employer discount. Not to mention a sleek black nylon sport loop. read more

I have been to this location 4 times to get my daughters brand new ipad fixed and there is always a reason that it can't be done or over an hour wait. It should not be that difficult to get someone to assist with fixing a brand new ipad. Not to mention there are 15 plus employees in the store. Very frustrated with Apple and this stir in particular. read more

Horrible customer service at this particular store. I made an appointment to repair the battery on my MacBook Pro at the local Apple store. I drove 45 minutes with my 94 year old mother. We got to the parking lot of La Encatada in Tucson right at 1:00pm (our appt time). But we could not find the store right away plus my mother walks very slow. Then we waited 5 minutes to get checked in. By then, we were 20 minutes late and our appointment was auto cancelled. I explained I drove 45 minutes and explained that I had my 94 year old mother with me, but the person checking in said we would have to wait 4 hours to get a new appointment. It was 100 degrees out and I wasn't going to drive 45 minutes back. There is no way I could have waited four hours in 100 degree heat with my mom. This is HORRIBLE customer service and makes me very angry about what I thought would have been a positive Apple experience. But it was not. It was far from positive. read more

Not sure why people hate this place but I love it. The staff is extremely knowledgeable as long as you make an appointment things usually go smoothly. Best of all the only thing they charge for is hardware repairs. FREE tech support. FREE software assistance. One of the most common needs of apple users is reinstalling Operating system. Can be pretty straight forward but sometimes complications arise. The apple store provides this service for FREE and I have taken advantage of it many times. read more

F**k #Apple!!! I ordered $1000 worth of stuff to pick up. The time I went there they said "call customer support and tell them to release the order" I was at the Apple Store for 2 hours and no help customer support said "we are progressing the order" they took the money in second read more

So there are no appointments available at the Genius Bar for over a week out! Upon check in the sales associate tells us the wait is 2 hours and 36 minutes just to talk to a customer service agent. The store is full of "Apple staff" just standing around. This is unacceptable customer service when you 6 Apple phones at $1000 a piece not to mention MacBooks and iPads. If the store is this busy then it should be staffed to meet the need. The associate tells us you could just come back tomorrow! And that makes sense how? He also told us we could take the phone to a third party in town who honors Apple warranties with no guarantee that they could take care of our phone. So at the two hour mark I check to see where we are at in line and the sales rep tells me your appointment is now 3 hours out not the original 2 hours and 36 minutes. The joys of owning a proprietary phone system! Can't wait to see how they deal with the warranty issue! More to come! read more

I would give a 0 if possible . I love Apple and have used store in La and Chicago and great but I live in Sonoita and do this store is closest. I have been buying Apple products since 1988. I have had 6 Apple desktop computers , 3 laptops, 2 Ipads and 5 iPhones . I took my Apple Watch 1 in as looked on line and said my problem was defect in the watch . The screen cover popped off just while I was driving. The guy at door said oh we don't repair that you have to buy a new watch. Since it was our annniverssry my husband said let's get the new one you can swim in. So we waited for a genius ... hahaha a jerk ... who was so condescending and anxious to get to cute blonde waiting st our table . We said we want the waterproof one and all the stuff that goes with it ... he cane back with watch and ran hubbys credit card and I asked for help and had questions and he said you need to learn to operate and walked away. Fast forward 2 months later and my screen cracked as slipped off magnetic charger and I have spent 6 hours and talked to 4 people trying to get my watch shipped and repaired and replaced and told no AppleCare on it which we wanted and not under warranty . I am so ticked ! I now have 2 Apple watches that work but one a screen that pops off due to bad glue or whatever and now a 4 and a repair bill of 350 but the worst is I have not been able to get Apple to carry out and send box or store to return. This store needs to do something about quality and customer service ! read more

I went to the Apple Store with an appointment to fix my computer. Unfortunately, my card did not have enough funds for the hold that they were going to put on it before doing any work on my computer at all. So, I made an appointment to come back with my computer and credit card to just swipe the card, and hand the technicians the laptop. Since I had an appointment I thought it would be a very quick exchange. I wore a mask, had my temperature taken and I used antibacterial gel on my hands. I did not expect the "store leader" to stick me in a corner for over 40 minutes when everything had been taken care of except the payment. I admit, I was not on my best behavior, but since I was stuck in a corner of the store and employees (it's hard to tell who works there and who is just loitering). kept walking past me and ignoring me. I am Native American but look Hispanic, and I noticed that the employees and particularly the store leader made a point of serving the white customer quickly and politely. I finally got fed up and was not on my best behavior and to get some attention to finish my purchase, I tapped the lady who turned out to be the store leader on the back to explain that I had waited almost an hour past my appointment time. The "store leader" whirled around and loudly scolded me about the dangers of covid and how I should never treat her team like I did. ( I have done some research since this incident and found out that it is rare to almost impossible for somebody to transmit Covid-19 to another person by tapping them on the back when they are fully clothed. However, it is very possible to transmit Covid if you yell loudly at a customer's face. I did finally get my business done and left the store. Again, this is something I am not proud of, but as I left the store and was 5 feet out, I saw the "store leader" who yelled at me and I called her a derogatory name under my breath, but it turned out louder than I intended and the store leader heard it and got mad. She yelled in my face again, and then went into the store, and cancelled my repair order. What she did not do was to cancel the hold put on my credit card. She did give me my laptop back to me. So, I have decided to never go i n that store again. First, the employees exposed me to the chance of getting infected by standing in the store corner for about an hour with several people milling in and out of the store and being yelled at in the face by the "store leader" . Second, I observed a very different attitude towards white customers vs. non-white customers. Somehow I feel that keeping a hold on my credit card even for a day for no service and abuse seems very wrong, and I was out of the store and the transaction was already done by the time the store leader cancelled it because she ( and not her team) was insulted. I wound up going t Simutek, I walked in, there was no line, handed my computer over to the technicians, paid a substantially lower fee for repair than the Apple store was going to charge, and it was fixed the very next day. The Apple store said that they would have to send my laptop to Cupertino and once it was fixed and sent back, it would take about two weeks. So, I know where I am going to take my business. read more

Absolutely Insane!!! I called the number listed on the website to ask if they had a specific phone in stock since mine died. No need to waste a trip down there if I would have to order a replacement to come directly from Apple.com. The sales person on the phone could not tell me if my particular phone model was in stock and stated that I would have to make an appointment and wait for a technician at the store to troubleshoot and tell me if there was a replacement in stock or if they would have to order one for me. The technicians do not talk on the phones. The other option I had was to contact Apple Care (remote support) to get a replacement shipped to me. What is the point of having a local store if you cannot find out if replacement phones/accessories are in stock for an immediate replacement of a device???? read more

Apparently, the employees can cancel any pick up order even if it's fully paid for. That was the case for me. I paid fully for a MacBook Air and at arrival they told me my order was canceled by accident and that I would have to repurchase another laptop. In need of a new laptop, we gave into the purchase. The only major issue is that they never fully refunded the first laptop. I would seriously suggest training your incompetent employees that can't do basic math. We get that they make minimum wage, but can they have the qualifications of at least attending elementary school. Still awaiting a refund of $168.68. Don't make me come back in the store for this refund, you will be sorry. read more

Went into the store to purchase a new iPhone so I could get everything transferred and make sure the phone was working . Of coarse as soon as the purchase went through they totally blew me off. I was told I could "set it up at home". Why would I waste my time going to an apple store if I was going to set it up myself? This is exactly why older individuals do not replace their phones very often. I would never go back. How hard is it to complete the sale before you have to take a "break". Then they tried to blame me saying "we can't help password issues". Bulls.... I told them I new my password before I even walked in the door. Apple could use a lesson from Chick-fil-a. read more

Honest and great service. Thank you David and Alana and the technician who fixed my phone

Bias out the way I am not a apple user nor do I own any apple products....ok now that I got that out the way I can give you a fair and honest review of this store and explain my 2 star rating. So while I am not the biggest fan of apple products for myself I felt that the simplicity and ease of use would be perfect for my wife. So I drove up to La Encantada and explained to one of the clerks I didn't own any apple stuff, was not familiar with it, and wanted them to give my wife a run through on a Ipad2. Wow, you would have thought I was at best buy with how useless the presentation was. The employee acted about as enthused with helping my wife as if I had just told her she was getting a root canal. She said "this is a Ipad" "it does this" "you can do this thing" I seriously thought it was Ben Stein doing a clear eyes commercial. All my friends who own apple products rave over the customer service, the knowledgeable staff, and the great experience they have at apple stores. I figured I would walk back when my wife was done and she would be sold and ready for me to buy her an Ipad. Instead she had a million questions for me and I had to demo features and explain stuff the employee didn't. My whole goal in coming to your store was to remove my anti apple bias and have my wife get a enthusiastic presentation on your product. Instead she got a mediocre presentation and left wondering if she even wanted a tablet much less an Ipad. The other complaint I had was the accessory wall, it's the Apple store and you have less product specific accessories then walmart or best buy?? read more

I'm in this place on a regular basis. Some would define me as an FanBoy... I consider myself someone who appreciates things that work, and work as intended. The Apple ecosystem has always fulfilled that for me. This store is an extension of that fact. I'm always shopping here for gift cards for friends, accessories for my products and maintenance for little problems I couldn't figure out on my own. Every. Single. Time. I'm greeted, they inquire as to how I am doing, they ask for my name (if they didn't remember it), they are positive and optimistic so much it's contagious, there's almost nothing to complain about when you receive their high level of customer service. If you are ever wronged, or receive poor treatment, SPEAK UP. I have had one negative experience here. I talked to someone else about it and explained how I felt that I was not treated appropriately - a manager came up within 60 seconds and heard my complaint out, wrote it down, resolved my issues and followed up with me two days later and THANKED me for expressing my concerns. Gold stars all around for the excellent training and follow through. read more

Everyone I've talked to has had similar problems with this store - the staff are neither knowledgeable or interested in helping with trouble-shooting or repairing previous purchases. The solution for every problem is to simply spend money buying the latest version of whatever device you are having problems with. This problem likely stems from above - there is probably a commission structure that bears little to no reward for repairs/assistance and compensates well for new product sales. It sends the message to the customer that apple products are disposable junk with a lifetime of about 18months. I would be surprised if there wasn't an engineer at apple who specifically looks to ensure that product design is such that failures at the 3-4 year mark are nearly inevitable. Why stand behind a company that won't stand behind their products? For those complaining of long waits for service/troubleshooting - they recommend you schedule an appointment to meet with a "Genius" - this helps shift the inconvenience from them to you. The fact of the matter is that there are so many people in Tucson with faulty/problematic/failed Apple devices that their support staff is saturated. However, Apple doesn't want to spend more money on support staff helping to fix their faulty wares. Instead, they ostracize anyone that doesn't buy-in to their throw-it-out and a buy a shiny new one dogma. read more

Worst apple store out of the multiple apple stores I've been to. GET READY TO FEEL ASSAULTED. I couldn't back-up my phone hence why I was at the store- and their techs flat out refused to transfer my data (three applications was all i asked for, under 300kb) EVERY OTHER APPLE STORE I went to, either when I purchased a new phone, replaced a phone, replaced ANY Idevice, they always transferred things here and there. WAY TO MAKE YOUR CUSTOMERS FEEL ABUSED. Go to another store if possible. Note how many real people have came here and had problems. Not all these paid advertisers who come on here and think that they nix out my review by recanting our problems- "I had a great time and experience and I'm real" b.s. this store took $300 of my money- wouldn't transfer my data so I lost $500.00 worth of purchases for these three apps. And I'm not the only one... Hopefully this reaches you before you go. read more

This place is the most suck apple store I have been. First, no one help me when I came in, and I had to ask someone by my self, and I had to wait again(15mins wait and I saw someone was valuable). Second, people always say "customer is GOD", in here? No! "Sellers are god!" Especially for costumer service, and they help me nothing. I don't really want to say some bad words, but it is really a bully to costumer. read more

I will never buy apple products again. They make it to hard to get any device done. Besides being inconveniently located there was a 7 day wait just to bring my touch to them so they could send it out for repair. No thank you!! read more

I like Apple products, but the Apple Store is a joke. Maybe it's just this location, I don't know, but I wish I never had to return here again. First off, the store is always crawling with people. All of the devices are visibly filthy, so I don't even want to touch anything to try them out. That's if you can even get to anything through the crowd. The "Genius Bar" is even more annoying. They're never on-time. Why bother making an appointment and getting there when you're supposed to if they're always going to be 45 minutes behind? Older people with stupid questions like, "What folder did my photo go to?", contribute to the timing mess. I waited almost an hour past my appointment patiently and kindly, standing the entire time. This is a valid point on Apple's poor time management. I've been here on a few occasions and overheard similar issues from the same demographic. Maybe they should allow more than 10-15 minutes per appointment if they constantly have to deal with people who don't know how to do the basics on their computers. Then, on top of that, the staff, who are not geniuses in any way, shape, or form, are curt and rude. My power wire's sheathing started cracking. I put a piece of electrical tape on it for a week to keep it together because I can't drive across town at the drop of a dime. When I got to the "Genius Bar", the employee looked at the wire, went and got a new one, and scolded me for going to them. "You just need to buy a new one." No sir, I do not. This is under warranty. I told him just that. Well, apparently, if you put electrical tape on their cheap wires, they'll blame YOU for causing the damage, even though this employee admitted that these wires commonly break on their own. He refused to budge, and so did I. I was not leaving there paying for an item that I did not damage. We went back and forth for a while, all the while he was trying to use different language to trap me into saying how I abused the wire. Are you kidding me? This is a $50 or less item. It's basically one of the cheapest parts to be having an issue with. If I asked for a manager, they would have asked no questions and just replaced it. What is this guy's problem, then? I told him once and for all that I was going to call AppleCare and they would just send me a new one because that's just how Apple generally operates. Finally, he backed off. But he made sure to tell me, "I'm being nice here, other techs wouldn't replace this for you." Bullshit they wouldn't. Most of them wouldn't have argued in the first place, in fact. Putting electrical tape on a busted wire isn't some nefarious act that must be a conspiracy to cover up some heinous crime to a power wire. Geez. Little man with a power trip is all this employee was. I walked out of there feeling like a real piece of shit. Thanks, Apple. I'll be avoiding this place at all costs, and I won't put up with an employee's abuse for so long again in the future. Meh. read more