I was at the Apple Store in Dedham and Casey answered every question for me. I was thoroughly impressed! And no pressure! Doesn't get better than that. read more

Had recently spent quite a bit of money on a new phone, watch, and laptop at the Backbay and Chestnut Hill Apple stores. Was told by the wonderful representatives at those locations that I could turn on my old laptop (or recycle it) at any of the Apple stores. I chose this Legacy Place Apple because I also needed to go to Costco. Unfortunately, I wish I had not gone to this one. Not only were the representatives not helpful, they were also very unfriendly ... and borderline rude. I get we weren't spending any money here and were just recycling an old laptop, but I still feel like we should have been treated the same as if we were spending money. The customer service here was extremely disappointing, and I will definitely not be going back to this location. My family and I spent way too long here with minimal assistance, and when we were "helped", it was extremely unfriendly and not very helpful. I think the exact words were, "Can you figure this out on your own?". I brushed the comment off at the time, but it definitely did not land well with me. I also heard two employees making fun of a woman's password right in front of me. I tried to laugh it off with them, but it was definitely awkward and unprofessional. I don't mean to give this store such a hard time, but having just had amazing customer service experiences at the Back Bay and Chestnut Hill locations, my expectations were set high. I understand if this store can not perform to those high expectations, but I think people should know how the different locations may affect their Apple experience. This location ... NOT MAGICAL. read more

Very helpful with my battery & speed issues. The battery needed replacing and the phone's processing feature was moving too slow. He was able to adjust these. read more

The charge port of my son's iPad broke. He has autism and his iPad is his world. The staff at legacy place was so accommodating and helped me right away. I called them and within 30 minutes I was at the store and they were helping me. They were kind and understanding and the best of all was that they were able to fix it on the spot. I can't say enough good things about the kindness they showed me. I am forever grateful. Thank you. read more

I had an issue with my phone that was hard to reproduce, was vague to explain, and was messing with my phone connection. I went to local small shop first because the reviews of this Apple Store were so awful, but the small shop owner told me to go to the Apple Store anyway because they did a good job and they had the right tools to diagnose my issue. I made an appointment for the first available appointment 2 hours later, but showed up early on a Friday afternoon just in case they could take me. Eddie took me right away, was very professional, found the issue, fixed it, and I was out of there 20 mins later. While I was there, they were doing a well run class on taking photos 101. I can understand why there may be a range of experiences in a large store like this one, but I wanted to share that my experience was excellent. read more

Came into the store to buy some AirPods. No check-in, no line, no idea how to buy them. Badly understaffed. Told to stand by the order pickup table so just sitting here aimlessly with no idea what to do. If I'm going to overpay for products, I'd like not to spend my whole afternoon trying to do so. read more

Kris was so helpful and nice, I had so many issues with upgrading my phone & dealing with Verizon he was great!

Went to this Apple location. I was there for 10 minutes and not one person with an apple on their shirt spoke to me . No one asked if I needed help or even said hello. That was one of the worst customer service experiences i have ever had. Take the extra time drive to Braintree. read more

Very rude staff, this person was not even listening, was just telling me to cut to the chase as he was busy, incredible!

All I needed was a charger for my watch and the wait time was unbearable! No body cared to ask if they could help me, nobody asked if They could speed up the process. ITS A SIMPLE CHARGER PEOPLE! They should have them at a counter so people can walk up to it an just buy it. This has to be the worst experience I ever had at an Apple store. Zero stars if I could post it. Nobody should wait to buy a charger and go through the APPLE EXPERIENCE BS! Never again will I Ever go into an Apple store. I will buy all my products from Amazon and get it the same day! read more

Worst customer service ever. I was traveling in Europe when my Studio Beats headphones broke. I was running against the clock to get it repaired under Applecare but I was traveling in an area where there were no apple stores within 200 mikes. As soon as I got back I brought it in and the people here were no help they said "Sorry you should have taken it to an Apple Store in Europe". Then I spoke to the manager BLYTH and she took no interest in resolving the issue and proceeded to say "There's nothing I can do... call the 1-800 number". No attempt at empathy nor at listening at my issue. Just a binary and robotic view of customer service. Awful! Update: After Blyth left and I was left to call 1-800 on my own young man call Julian stepped up and showed a lot of initiative and on his own also called one 800 but spoke from the Apple store and was able to help me resolve the issue. It didn't change how badly I felt after the failure of the manager to address my problem, but I have torecognize the initiative that Julian had in helping me out, even though he didn't have all the authority a manager would have. Bottom line if you go here talk to Julian if not, just avoid at all cost. Just call 1-800 number. That's what they're gonna say anyway. read more

I went today to find an Apple watch and Jovanni was very helpful and patient. However I'm going to return it as I found the same one at Walmart later for $60 less. read more

Hideous... we had a Genius Bar appt at 3:20 and "Dylan" can only tell us to sit down over there...,

The absolute worse customer service!! Apple knows that people will buy their products no matter what so they don't need to try. I bought an iPad in August and arranged a trade in for my old one. When I went to the store to pick up the new IPad and trade in the old one, I was working with one salesperson, but was passed on to another and then another. I left the trade-in iPad with the third salesperson. A week or so later, I received notice that the trade-in was canceled because they never received the old iPad. Contacting anyone in the store is impossible and even the customer services reps could not get through. I finally reached a woman named Stephanie who said she would try to find the lost trade-in iPad. Last night, a month later, I received a phone message from Stephanie saying that they located the lost iPad and I was eligible to receive the credit, but I needed to call back by the next day. I spent an hour on hold last night and another 90 minutes today trying to get through to the store to no avail. At this point, the time I have wasted trying to resolve the iPad trade-in is not worth the $55 I would have gotten for it. In any case, Apple doesn't need to read their Yelp reviews because we will buy their products anyway. read more

Don't waist your time, spend thousands of dollars on a computer that won't update to compatible software for any new websites. Try to make an appointment online and you have to jump through a million hoops, try to go into the store to resolve the issue and you gotta wait over an hour. Lose lose situation. Looking into trading in my mac for a dell read more

i went to apple a few weeks ago and was helped by William Rafferty, he provided outstanding customer service. Cheryl Roy read more

I find all of these stores ... stressful. I just want a new phone and it's NEVER EASY. I loathe Verizon and all the other ones too. So when I went into this one with my husband I was already getting a headache. After a bit of a rough start but only about ten minutes in.... our super hero walked over to ask if we were doing okay ... I think she saw my look of fear , depression and anxiety... her name was RITA ( I think ) She took over our appointment (as the first person was rather new and it turned out that I was rather complicated! ) Rita literally saved my sanity and got my replacement phone in excellent time. Then Patricia ? I hope that's her name ... took me gently in hand and helped with the transfer of all the data and made sure that everything from my old phone went on to my new phone. I highly recommend these two women ! After the appointment I went next door for a very large glass of wine and played with my very lovely new phone ! read more

Excellent professional customer service and friendly staff. And at a very reasonable price for battery replacement!

Worst apple store ever. The sales people tend to act smart and the managers don't care. I have had multiple experiences where customers have shouted at the sales people. I went in to get my phone screen replaced as part of a warranty and it was quite late in the evening. The sales guy came up with a replacement phone and I noticed there were dead pixels in it. He started acting smart saying "Would you really care about one dead pixel?" Anyways, I obviously got the phone replaced with a proper one, but would avoid this store at all costs. read more

They dont care or give a damn. Actually, they do when they are trying to sell you something. Sweet talk. The moment you have an issue, you are on your own. I have had 6 iPhones, 3 iPads, 3 Macbook Pros, 4 Macbook Air within our household. Recent Macbook Pro had an issue where the screen was pixellating and laptop was getting very hot. So: 1 / I take it to the store. The guy at the front (very rude), looks down to you and is very condescending. 2 / Fine. We deal with it. Second guy comes along, takes all the details. Gives us the 3rd degree as to why we are even pitching it as a problem. 3 / Fine. We hand over our laptop. Called to come pick it up. The guy hands it over and says Sign. I am like, can you provide more details as to what they did. Well, they only updated the software. Ok, so what was the issue? Well, they do that and didnt find any issues. Ok, so if this was your 2400 dollar laptop that you just bought 5 weeks ago, wouldnt you want to know more? Is that all you can tell me? Well, you know these tests test (a), (b) and (c). So, I am like what would have taken you to say that in the first place rather than just dismissing my request. Very disappointing. Learn customer service and not just when it comes to selling. This is really where you will earn your salary. read more

I have been shopping at this Apple store for over a decade. Bottom line, there appears to be no middle ground in terms of expertise for the sales reps or managers. By that, I mean you either get someone who is providing wrong information, or a true seasoned expert. When deciding on a model or specs to purchase, some reps clearly have no familiarity with the product line, but again, others are extremely helpful. When buying something as ridiculously expensive as an iPhone or other Apple product, one does expect a certain level of knowledge from the sales rep. Advice: If you feel that your sales rep is not knowledgeable, it is your hard earned money, so don't be shy to ask to work with someone else. read more

Arrived with no appointment. They made an appointment for me but needed to wait 30 minutes. I left after waiting an hour without receiving help. read more

The Apple Store in Dedham really made me feel safe picking up my phone. Entry was only allowed if you were masked, temperature taken and answered no to all the COVID questions. Nico helped me out inside with my new phone and making sure I had everything before I was on my way. He was friendly and helpful which is always appreciated and even more so now. He even wiped down my ID before handing it back to me. Super appreciate all this store is doing to keep everyone safe and healthy. You guys rock! read more

My dad dropped his iPad mini on the power button, apparently, and the iPad would not turn on - the Apple logo kept coming on and just rebooting over and over. We were in MA for the day visiting my mom's side of the family so we stopped by Dedham, which was the closest Apple store. They said it would take about 40 minutes for a Genius Bar appointment, but then when we left the store we immediately got a text saying they were ready for us. So much for 40 minutes, ha! They gave us the bad news that you could either replace the power button ($200) or get a new one. Later my dad figured out a hack to save the iPad, but he can't ever turn it off again. 5 stars for this location because of the quality of service and also the short wait time. We tried making a Genius Bar appointment before driving there, but you either have to call or do it online, and we called and it was an automated system (my favorite.... Grrr) so we decided just to stop by instead. read more

I was in the apple store today couldn't have been more happy with the service. I brought the wife's I Pad in it was from 2015 the battery was dead so was looking to get it replaced but turns out they usually swap it for a reconditioned one. I was talking to Max he was talking me into just getting a new one. I thought it was going to be charged something like 700 dollars but to my surprise and my trade in I will be paying 225 I think I was treated very well by Max and he was looking out for the customer. read more

Our family has been loyal customers of Apple for years, not only because of the products, but also their good services. However, last night (9/24/2018), I had the worst experience ever at the following Apple Legacy Place at at 508 Legacy Place, Dedham, MA 02026. I went to the store at my appointment time 6:15pm for battery replacement of my iphone 7P, and was told that my phone should be ready by 7:30pm. I went back again at 7:30pm, and was told it will be ready in 3-5mins, but then at 7:45pm I was told that I can go to the pick up area and my phone was ready. I went to the pick up area and waited for another 15mins. As I need to pick up my daughter and I was already late due to the extra 30 mins spent at this store, so I paid and left the store right away at 8pm. After I got home, I checked my NEW battery health and expected to see at least 99%, however, I only got 89% which was the same as my old battery. As the store already closed, I immediately called apple online support line and they did a diagnostics remotely and confirmed that my "new" iphone battery is indeed only 89%. Today (9/25/2018), I had to make another visit to this store. At first they insisted that they replaced the battery for me last night, but after checking the serial number they admitted that the technician might overlook my phone and didn't actually replace it. The whole process of replacing an iPhone battery at this store is truly awful! they not only wasted me extra 3-4 hours (online phone call, extra visit time including road time), but also what they did is cheating on their customer. I will never ever go back to the Apple Legacy store in Dedham, MA. read more

Brought my phone in because my camera broke, and I discovered it was a known defect that would be fixed for free. I also had a slightly cracked screen that I figured should get fixed and the battery had seen better days. They refused to honor the issue with the camera "because you've been using the phone so long" - so I guess apple doesn't fix their issues. But, even with the $220+ repair cost, it felt like it made sense to get everything fixed and not need to update our super low ATT plan (I own the phone outright, adding a comparable phone would be equivalent to adding $30-40/mo, no thanks). Other than the garbage management the store was fine--packed but I got service right away and the repair took an hour. When I got home I immediately put it in a protective case. 2 days later after no incidents the screen started cracking--a week later allspiderwebs. apple has become a complete shit company and i am never giving them another penny. so angry. read more

I went here to ask a question before making a purchase the next day. I was completely ignored for twenty minutes so I decided to leave. I told the greeter that no one acknowledged me whatsoever and he just responded with "It's busy." I work in customer service and a simple nod or "I'll be right with you." would have sufficed but I got nothing. I asked him if I could pose my question to him but he just got annoyed and said he needed to greet people. I'd avoid this location if I were you. Great product, terrible service. Oh, and the next day when my mother returned to make a purchase for me on my behalf, he proceeded to tell her that I was "rude and disrespectful." Nice job, Apple. read more

Kid with the bright orange hair and beard talks to people very condescendingly. Asked if I was shopping or browsing. Told him I wanted to buy an Apple Watch and a MacBook. Told me it would be an hour wait even though I saw employees walking around not doing anything. Told him never mind that's ridiculous, he shrugged his shoulders and had a smirk on his face like he's better than people. Went to best buy instead. Trust me the staff there ain't that great either. Went to leave a review on google but reviews are disabled for this location probably due to so many negative ones. read more

Due to Covid19, you can come in anytime and shop with us but forgot it if you have a technical issue, repair or pick up of your item after repair. Due to Covid, we cut our hours of operation short, staff short, and quadruple security staff to make you wait outside the store after working a full day when you are here to pick up your item. read more

I am not an Apple person and prefer PCs/Androids, but we have an iPad that is part of our POS. The screen on the iPad was no longer responding, and after troubleshooting it, it still was not working, so I made an appointment to have it checked by a tech at the Apple store. I arrived at my appointment on time, but because they were quite busy I had to wait for about 20 min for a tech to check my tablet, which was fine. What annoyed me was that the tech was talking to me like I didn't know the difference between a tablet and a shoe. I told him I had done a hard reboot, and the screen was still not responding. He tried it again, and of course the damn thing magically started working. He turns to me and says "in the tech world we call this a glitch." Really? Is that what it's called? Thank you, sir, for clarifying it for this clueless girl. He then tries to show me how to do a hard reboot, even after I told him that I knew what that was and that I had tried it three times. The guy didn't even say goodbye or anything after he finished his diagnoses of a "glitch". He just walked away. Before leaving the technician said that the "glitch" would not happen again, and if it did it would not happen for a very long time. Guess what, the tablet is once again not working and it is having the same issue. I'm trying a different Apple store, and hopefully they will be able to diagnose what the issue is with the tablet. read more

I am a devoted Apple fan, but I've had endless terrible experiences at this Apple store. Getting things fixed is scattershot, turnover is sky high, and frankly I feel like many of the men speak down to you, assuming you don't understand your own experiences with Apple products. I've lived all over MA. And this is the worst Apple Store by a large margin. read more

I bought a brand new iphone13 pro and clear case, went home to activate it and noticed the case doesn't fit, also the edges where cracked. (I should've had them activate it at the store and put the case on because then they would've seen the problem) Going back to the Apple store after 2 hours of ownership and trying to solve the problem the manager said "judging by meeting me for the first time he doesn't believe the situation" exact words that left my jaw dropped) Wouldn't expect Apple stores to operate like this but to be like this but THIS ONE STORE IN PARTICULAR I wouldn't recommend buying anything without thoroughly checking EVEN IF NEW!!!!!!!!! read more

I had just gotten off work around 7 and was in need of some new AirPods so I decided to drive to the Apple Store in legacy. As I'm rushing to get there, I was delighted to see they were still allowing people in (it was 7:30)but when both my friend and I opened the door - here comes a girl who asks us if we needed something as if we were interrupting her conversation with her coworker. I told her I just wanted to buy a pair of AirPods and so she replied very passively and sarcastically saying "well your not going to buy them today, we close soon and anyways we stopped selling at 6" . I was shocked and felt a bit disrespected because she said it in a way to kick us right out the door; it was interesting because there were a bunch of other people in the store still shopping and browsing. No greeting as we came in, and no salutation leaving. Her passive aggressive and "I can't be bothered" attitude was enough to have me leave with a terrible lasting impression of this Apple location. I was pretty surprised to see that this lady wanted to get us out of the store even though we were ready to purchase and go. As we left , we looked over and to our surprise this same lady was allowing other people to walk into the store and being very pleasant to them. Definitely left a sour taste in our mouth given the next couple of people who walked in were all white as well as all of the people who were browsing when we entered. Hope she is reprimanded soon because it's not a good look and it's a bit disgusting. She definitely should not be working in customer service because she lacks that and has a nasty rude and sarcastic attitude. I've worked in retail for over 4 and a manager for 3 years and never have experienced such a terrible customer service interaction. read more

It looks like Apple has found a *brand new* way to screw over their loyal customers! I went to go get my phone repaired because both the front AND back camera stopped working over 4 months ago. I had trouble getting an appointment that was convenient for me. Finally, I managed to get an appointment but I was advised to take my phone to a screen repair place to have a small crack repaired, or else Apple would blame me that I dropped my phone, and that would be their reason why the camera not working- which was not the case. The camera stopped working long before the crack happened on the screen. So like any typical consumer, I am going to search for the lowest price for a phone repair. Apple charges $160!! to put a new screen on, while there are hundreds of screen repair shops that do it at 1/2 that price. There is one in particular in my town that has a long-standing reputation for screen repair, and that's where I took my phone. And he charges $80 for the same screen and the same service. Apple just realized once again they were losing money and decided to make sure the money goes right into their pockets. They will lie to you and tell you it's not the same screen (it is) and the person replacing the screen doesn't know what they're doing (they do) and that they probably damaged the phone. (They didn't) It is the same Apple part that Apple uses and I'm willing to bet the people who own the screen repair places are a lot smarter and technically more skilled at doing the repair. So, Long story short, Apple is forcing you to pay an inflated price to replace your broken screen, otherwise they will completely void the warranty on your phone and charge you full out of warranty prices to either fix or replace your phone, even though you purchase AppleCare. And what's worse... A lot of the screen repair places are mom and pop stores so not only are they a$$holes for overcharging their customers, they're trying to squeeze out the small businesses. Apple, you are disgusting and you should be ashamed of yourself. Steve Jobs would be rolling over in his grave, he gave a crap about his customers. The Legacy Place store in particular is never helpful- The manager who I spoke to insisted that the camera (front AND back stopped working because I had someone else replace my screen and broke the camera, even though I said I could prove to him that the camera stopped working months before I had the screen replaced! They just don't care. I've been using Apple products for over 30 years and all Apple cares about is their bottom line, not their customers. The only reason I keep coming here is because it's so close to my house, but perhaps I should try elsewhere to see if any of the other stores might be a little bit more knowledgeable and flexible. I see people storming out of this store all the time, and today I was one of them. No wonder their stock is going way down. Corporate greed-avoid! read more

I met with a Genius Bar guy today (5/25 at 12:40) who gave me the best advice I've ever received at an Apple store (something that many people probably knew, but I didn't, and hadn't heard in the many times I've visited other Apple stores in the past). This saved me a lot of $$$ and restored my faith in customer service at a time when I was starting to feel a bit ripped off by Apple. Thank you, Genius Bar guy! I wish I had noted your name. You made my day. read more

I bought it The Apple products so I can get personalized help and assistance. Several people standing around in store but no one to help according to guard. read more

Horrible customer survive. This store is not busy on a week nights. They have plenty of staff standing around. When asked to help to get a simple phone case. Which you cannot reach on your own, I was told it would be awhile because they were busy. For a company that allows you to check out using your phone so you can get in and out quickly, it's crazy that you can't reach products. I've been to stores in California that are significantly busier and have been in and out with great customer service. You won't find that same experience at this location. My advice is to order online... it's easier then waiting for someone to help you out, while 3 employees stand around on iPads unwilling to help even when asked. I expect more from Apple. Disappointed read more

Absolutely crazy, you have to have an appointment to go in the store. Not anywhere else in the country just an apple. I think they should be ashamed of themselves . read more

How should I start this review? Maybe with: This is the most amazing, new, helpful, exciting Apple Store I've been too. It really is. Always amazing experiences here. First visit ever was with family getting an iPod Touch, a few years back (when the 4th generation was new & hot). The guy that was assisting our party was very knowledgeable with many questions and very kind. The next visits: After the past visit, I have only came to this location for use of the Genius Bar... which I think is a great tool. If you're having problems with your Apple product, go online and sign up for an appointment to the Genius Bar. You go within the next day(s), and the employee helps you with the problem. And even though I have extreme parking problems here (to walk from the Whole Foods lot (which is never full), just to Apple is ridiculous), I still come sometimes instead of the Chestnut Hill Apple Store, which I like a bit better for the pure factors of traffic / parking and amount of customers to employees (they always seem to have less shoppers in the store). This store is also VERY convenient to me (8 minutes from my house), while Chestnut Hill is about 15. Anyway, about my visits to the Genius Bar. All of the employees who have helped me here have been wonderful. ALWAYS. Always friendly, kind, efficient, and attentive. Specifically, I ordered a Macbook on eBay last year from someone up north, and sent me a fake charger. When I got it, I didn't know it was fake, so I brought it with the computer to the Apple Store, they gave me a brand new charger for FREE! It was so great..... because they normally run about $79! Plus, the woman who was helped me then was so friendly and helpful. Another time (in 2014) they were able to fix my iPhone, since it was saying in "Usage" (in Settings), that my Photos were using 5.2 GB, when there was only 60 photos on the phone, which was inexcusable and incorrect. They were able to restart the phone and make it work correctly, which I also appreciated SO much. It was annoying that it happened again this year, and I was able to get it fixed again. Overall, great Apple store. I would highly suggest this store to anyone, as well as the one in Chestnut Hill (whichever is more convenient). Located in Legacy Place, on Providence Highway in Dedham. Exit 15A off Route 128 to 1A in Dedham. UPDATE: Renovation to this store is amazing! It's much more vast, open and modern. Always outstanding experiences from the Dedham Apple Store! read more

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