I was once an apple fan. But they have lost me as a customer. Today I went into the apple store in the Natick mall in order to get my girlfriends phone fixed. It's an iPhone 4 that is about a year and half old. The phone has spent most of its life in a LifeProof case and has absolutely no physical or water damage. Despite this diagnostics showed the phone was suffering from battery failure, screen failure and CPU failure. As a result the entire phone needs to be replaced at full price of $269. Now I understand that because she didn't buy Apple Care the phone is out of warranty and their policy dictates that is their only option. But this is simply unacceptable. Had it just been screen failure or just battery failure or just cpu failure and parts could be replaced to get the phone working again for less than full value I would have been totally ok with that. But for the entire phone to fail is a different matter. Imagine six months after the warranty on your car expires that every major system on the vehicle fails. I guarantee that the manufacturer is going to go the extra mile to make sure you still trust the company and their product. Again if one part fails then I am perfectly happy to pay for repairs beyond the warranty. But to have the entire vehicle effectively self destruct is another matter. I told the floor and store managers at the store I was displeased with this and wanted another solution. I was courteous calm and polite the whole time. I even told them that if they helped me out I would sit in the store and write a glowing yelp review for them. The employees in the store were very friendly but very steadfast about their policy. They suggested I call the support line and see if anybody was willing to authorize another solution. I did. I spent a few minutes on hold before I got through to a senior advisor, who, upon listening to my situation hung up on me without saying a word. I called back, giving them the benefit of the doubt and they hung up on me again. That was it. I walked over to the Microsoft store next door, sat down on a beautiful new Surface Pro 3 and started writing this. I bought a windows phone just last year for this very reason 9 months ago, because I was fed up with apple's customer service. I am going to suggest my girlfriend do the same thing. For the most valuable company in the world, a company which I and my girlfriend have each given thousands of dollars to over the years to consider my satisfaction as a customer to be worth less than $269 dollars is ridiculous. While their products may be excellent, their service is abysmal. read more

Bárbara helped me buy a phone so quickly! In and out in 10 minutes. She was very helpful and informative, especially during a busy holiday season. Thank you Barbara! read more

Exemplary customer service, very helpful, and strong product knowledge. I had a very good experience dealing with apple team @ Natick Mall collection center, amazing people, very good listeners and eager to serve customers. I wasn't sure of issue but they went all the way to rectify it to ensure high standards of customer satisfaction. read more

Over the 10+ times I have visited this store, the variety of experiences I had there just average out to a "meh" 3-star rating. There's nothing exceptionally good or bad about this Apple location. Here's the good. Everyone does it ... I often stop in while at the mall to check email, sports scores, traffic, weather, etc on the demo Macbooks. I never get any flak for being on the computer too long especially during busy weekend days. I usually get a hello or some form of greeting upon entering the store. Of the few Genius Bar staff members I have dealt with, I think Ray (tall with dark rimmed glasses?) has consistently been the most informative, straight-forward and helpful. Here's the not-so-good. Not all the Genius Bar people know what they are doing. Some of them just aren't very customer friendly, and I suspect that they talk down to women who come into the store with computer problems. Case in point: my girlfriend came into the store by herself with a Macbook issue. I came into the store about 15 minutes later. As soon as the Genius Bar guy saw me walk up, he perked up and changed his body language. Later, my girlfriend told me that she definitely noticed a difference in the way she was being treated before and after I was in the store. Hmm ... I'm not a big fan of computer techs glossing over details just because a particular customer doesn't appear to know much about computers. Now I'm not saying this behavior is true of ever GBar tech, but it certainly shouldn't be tolerated. read more

they think nothing of losing your info in your phone. all they say is "Sorry! sorry sorry!"

I recently moved back from CA and on the trip back my Dell computer crashed and the hard drive was what survived. I was upset until Matt Lavoie, who had more than helped my mother with a new Apple computer, told me that he would transfer my data from Dell to her old Apple. Not more that a few weeks later, something happened to my "newish" computer and I brought it in only to find out that the hard drive was damaged. I was upset thinking I lost all my work on the hard drive until Matt Lavoie came up and told me they could again transfer my data from old hard drive (I had forgotten about) to the now replaced hard drive. He and his team were more than helpful in assisting my mother and I with this process and I highly recommend If you shop at this location ask for Matt Lavoie! read more

You cant go wrong with Apple products, although Im a PC laptop guy I am on my third iPhone, second iPad and have had numerous iPods over the years. Ive never had any issues, and the service at this paticular location is always amazing. They are friendly, knowledgeable and very helpful. read more

I have had multiple terrible experiences at this store. They are rude, treat you as if you're stupid, do things wrong, don't apologize, and are unhelpful. For a luxury brand with such expensive products, you should be treated with respect when you have an appointment. They rush as if they're in a DMV, and want to move on. They don't answer questions, and leave customers sitting alone while they go do something else. This entire store needs customer service training. read more

I came in for some repair advice since my Macbook Pro was scrambling video and then freezing unexpectedly. The technician ran a diagnostic test and said the operating system needed to be reset. So I went home to back up my hard drive. Three days later the problem had progressed, and my laptop would no longer turn on. At the genius bar, the technician said I should send it in for a repair that would cost $310, and said that it was probably an issue with the video card. I took a day to think about it and ended up coming back in to send it for repair. In the meantime, I did a google search to see if there had been video issues with my model. I found this: https://www.apple.com/support/macbookpro-videoissues/ I realized my repair should probably be covered, and so when I went to go pick up my Macbook, I asked the technician about this issue, and also asked if my repair was going to cost anything. I'm not sure if she checked, but it looked like she did and the screen said that I owed $310. I went on to explain about the video issue, and how it seemed like I should be covered. She called over Ken the manager who started to explain to me that Apple makes computers all over the world... and that according to the serial number on my computer I was not covered. It is amazing that Ken knew this, since he never actually checked anything. I left the store without my computer, called Applecare, and was told that my repair had indeed been covered. I went to the store the next day, was given my repaired laptop, and was told by this different technician right away that my repair had been covered. Ken, if a customer or an employee comes to you with an issue it is best to actually look up the serial number/repair number. Since you're a manager, you need to look into the issue. As soon as I opened my laptop, my AppleCare Service receipt told me that my repair was free. A very stressful situation for everyone involved, I think, could've been avoided. You work in customer service so it's strange that this needs to be said - but don't assume that the customer is wrong. read more

I am a recent Apple convert, love the products and have been to a number of Apple stores, so am familiar with what to expect, but had a crappy experience here. I was having a docking issue with a newly purchased iPod classic and when I approached one of the sales associates to ask for help, he couldn't offer any assistance. He basically threw up his hands and told me "no one really buys these anymore." Totally unhelpful and frustrating. I was able to get my question answered at the Bose store in the Natick Collection, where a sales associate took the time to listen, said he didn't have a product to help solve the problem but suggested some work arounds. The Apple store can do better than this. read more

After being jerked around by Verizon with issues on my brand new iPhone and being told they would give me a "like new" phone, I went into Apple Natick and Ben helped me. The entire experience was wonderful. He tried the least invasive fix and said if that didn't work they would give me a new phone, with no questions asked. I can't believe I wasted my time all these years using Verizon for my phone issues, now I'll be going straight to the source with any problems. These guys are great! read more

This store annoys me. There's no cashier wtf. I walked in the store and was just plain annoyed and confused. Turns out that everyone walks around carrying a self pay station basically. Which, is a great idea, if the stores were consistent about it! I hate having to ask people for directions on something like that because it just seems idiotic. Plus if you're paying cash or check, there a real cashier you need to see. Every time i've been in here, it's abosolutely packed and impossible to get to anything. And even more impossible to get someone to help you (even if you're totally set on exactly what you want and just need to give them a credit card to deal with it!) I love apple products because they're so easy to use and intuitive! I used to be a strictly PC/non-apple person back in the day, but ever since I got my powerbook 4 years ago, i really realized how much easier their devices are to use. Of course it requires some getting used to because a pc is just sooo much more customizable. The genius bar is the first i've been to that was actually on schedule. This makes me very hopeful because 80% of my apple store visits are related to the genius bar. Usually other locations are at least 30 minutes behind schedule. It almost makes fixing a device not worth it.... read more

I couldn't even get a human being on the phone. I called to see about getting an iPhone screen replaced. The call was answered by a robot. The list of options did not seem to offer any choice for my reason for calling. I asked for a representative. The robot said "OK I can transfer you to a representative, but I'll need to ask the reason for calling". I said "screen repair". I was then transferred... TO ANOTHER ROBOT! Finally I made it understand I wanted to talk to a human being and I was put on hold. By this time I was so aggravated that it is a good thing I was put on hold so long that I just hung up. read more

Made an appointment at the Genius Bar, and the man who helped me was unbelievably rude and made it seem as though the on/off button on my iPhone 4 stopped working because I (a 100 lb girl) was too rough with it. And, apparently, although Apple has created the world's GREATEST smart phone, they overlooked a trivial mechanical error that causes the phone's most important button to stop functioning, and they refused to replace it. I called the Apple Store to speak to the manager the next day, and they took my name and NEVER CALLED ME BACK even though I had explicitly asked whether they were just taking down my number without any intention of calling me back and they had said YES. Next, I STILL bought a $1,500 laptop, which stopped working the day I got home. Now I'm going back to the damn store (which perpetually smells of repulsive perspiration) to RETURN this garbage and I will never purchase Apple again. This is ridiculous, considering my father has been purchasing Apple for his firm for the past 10 years, but now that they're such a high-profile company, they treat their customers like garbage. My father will not be supplying his firm with their trash again in the future. read more

My last-generation Macbook's wrist rest is cracked. This has happened before, and I got it fixed at Cambridgeside with no problem in about half an hour-- including wait time. Seriously, all the Genius has to do is check my AppleCare, have me sign a piece of paper releasing them from liability or whatever, and then pop the old one off and a new one on. It should take 5 minutes, but whatever, they're humans. So, on a Saturday afternoon, I make an appointment, show up, the place is packed to the gills, and the concierge tells me they won't be able to perform my really simple repair without keeping it overnight and to come back during the week, when they'll "be able to do it in front of me." Fair enough, I figure, the place is a zoo on weekends anyway. I came back (again with an appointment) on a Monday evening when the place is empty, and not only do they tell me they can't fix it without keeping it overnight, they make me wait 15 minutes past my scheduled appointment to do so. Seriously? They could have fixed it three times over while I was sitting there waiting. They could have given me the top case and *I* could have fixed it three times over. And to top it all off? They tell me to "try coming back on the weekend." I hate this place. I'm going back to Cambridgeside. read more

The service at the Natick store is horrible. Don't bother making an appointment on line to have your battery replaced. It's a scam to test the battery, then they tell you you'll need to make another appointment and come back to have the battery replaced another time. My online appointment said to have the battery replaced, the person I spoke to laughed and said we don't have any battery's to replace yours. I told him the phone won't hold a charge after a few hours, he said ya you need a new battery but you have to reserve one. I said my appointment did reserve one, he said you don't understand. I walked out and wil spend the money on another brand. read more

My experience with Apple yesterday: My phone's camera is broken so I look online to make an appointment. Can't get an appointment today so I call Wait on hold for 30 minutes with no answer so I decide to do a walk in at the Apple Store "Okay your phone is broken? That will be 3 hours to see one of our technicians. *wait 3 hours* oh? The iPhone 5s? Yeah Apple doesn't keep spare parts for those and we won't even look at it for you. But you can buy a new phone! If you're going to discontinue previous models so that you can force your patrons to buy your new crap, at least have the decency to tell me that before having me wait 3 hours. I spoke to the manager Josh and immediately could tell he'd given the same speech before and didn't seem to have an ounce of empathy in his speech so I just walked out. I have been a loyal Apple customer for the better part of my 31 years and have recommended Apple and sent them plenty of business. I have had a Mac plus, a powermac 7200, a G3, a G4, 2 MacBooks and I was thinking about getting a nice expensive tower. Because of my experience and because of what Apple has become I will no longer be buying Apple products. When someone asks me "Apple or android" I will no longer steer them toward Apple. read more

I think it's kind of ridiculous that they make you make an appointment and they never run on time. I was waiting for close to 40 minutes to be met about my phone. When I was met, the gentlemen helping me was very nice and helpful. He helped me back up my phone and explained to me issues of dropped calls based on the location from where I was calling. Verizon didn't think to tell me that which I found interesting. read more

The first thing you have to know (and this might tag me as being old) is that your can't just walk in and get service from the first person you talk to. For anything that doesn't involve your purchasing from them you have to wait for someone on this electronic wait list. I arrived at 5 minutes before opening and still had to wait 20 minutes for someone to come talk to me. I was one of about 7 people. I wanted to get a new battery for my phone. The person who waited on me was great and clearly had taken, and was using, a customer service course. She made small talk and made jokes while doing her business. She confirmed my battery was on its last legs and told me it would be an hour and 15 minutes to get he battery replaced. Ok, fine. I just wished I had any inkling of this before hand. No matter, I had errands to do. I did them and came back. Again, even though they said my phone was ready, I had to wait about 5 minutes for them to bring it out. That was particularly hard because I didn't have a phone to play with. But I got my phone and it seems to be charging better / more normally. I would not go there except for the most dire of emergencies. People who come here are not tech friendly and need long explanations and much hand holding. Thus the place is mobbed pretty much at all times. read more

This review is more about one's commitment to helping a customer, than about the product (which I also happen to like). I lost my keys a few weeks ago in the mall and went back to the last store I was in, that being the Apple store. When I explained my dilemma, a manager (I am assuming) named Bill went beyond my expectations and asked me to wait a bit and went through file footage , found me, slowed the video down and it showed my wife handing me the keys. Now that we knew no one stole them we figured they fell out of my pocket while walking to my car. He contacted security and tracked them down. The security guard found them on the ground and brought them back to me. Bravo to Bill for going way beyond the call of duty. Thanks so much!!! read more

DO NOT SHOP HERE!!! HENRY the genius (NOT) lost all of my contacts while giving me a new phone after I specifically told him multiple times I did not have them backed up. He then told me I had said I did have them backed up and it was my fault. I had said I did not care about the pictures but the numbers were needed. South Park had it nailed in the Human Cent-ipad episode. That is the level of service you will receive read more

Because I could not select zero stars. Made an appointment for 1:30pm - to have cracked screen fixed, when I got there I was told it would be done at 3:00, when I asked if it could be done sooner the associate gave me an attitude and said point blank "no". I said "some feedback, maybe let people know it could be an hour and a half or more so they know what to expect." She replied "I'll let Steve Jobs know", judging by her remark, I must have been way out of line to assume I could provide some feedback. Worst attitude I encountered in 2017! read more

I am a computer technician and I swear by Apple products. I do not, however, swear by their repairs. I purchased a MacBook Pro Retina display, and within 3 months, the hard drive failed. In order to get a new hard drive, I either have to go to the Natick Apple Store (where the people are rude and honestly, don't often know anything about the inner workings of their own products), or drive over half an hour to another authorized retailer. I would rather drive to a different Apple Store, and although I am not sure that I would get a different attitude other than that I must be stupid if I think that the SSD is bad (which it is, Apple's own testing procedures showed it to be). Hopefully, they will replace the SSD in store, and not send it to their service center where I will be without it for 3-5 business days (I'm a student and the computer is brand new- this isn't an option for me). read more

This store is awesome from the concierge to the Genius Bar. If you think about it this store is ALWAYS packed, and why is it packed? Because people like to go there. I am very surprised to see the negative feedback some of you have left. You have to look at it from the other side, if you went to the doctors you would be expected to make an appointment right? Same here, the Genius Bar is like the doctor for your computer. I honestly can't think of once place that you can make an appointment and have your computer looked at by the manufacturers themselves. If Apple didn't have appointments chances are you would be waiting in a line, picking a number like you are at a deli. Also if they are late by a certain amount of time its not taken off your appointment. I would LOVE to see any of you try to diagnose a problem and propose a solution in a 15 minute time frame. Apple Geniuses are highly trained and have to pass very hard tests to be certified. Just a couple tips for planning your next trip: Always expect the store to be packed, half of the time there are more people in that store then in the entire mall. If you go to the Genius bar don't be late, leave early if you have to. Be patient. If they are running behind its not because they don't care its because they are trying to help the previous customer and not send them away dissatisfied. Wouldn't you want them to help you as long as you needed rather than push you away? Make sure you need to even see a tech. Call Apple care first to 1. Make sure you have Apple care and 2. Make sure it isn't a simple solution that could save you a trip there. And Finally. Give them a break, it's hard enough dealing with that many people never mind a bunch of crabby people. read more

I wish I could remember the name of the gentlemen who helped me, but he was very helpful and I was in and out in 20 mins. I went in with a broken camera and lock button on my iPhone 6 plus still under warranty. Without question my phone was replaced, no charge. It was a very pleasant experience. read more

The Apple Business Team here is truly great. I had a poor experience and AJ rectified my problem and I came out with a much better experience because of him. Highly recommend the Apple store at Natick not only for business, but for personal too. I've had other great experiences with other staff members in addition to AJ. Lots of great employees at this location. Recommend! read more

The Natick store has been closed since May 2018 for renovations. Apparently, the renovations will take nearly 2 years to complete and the store will reopen in Oct 2020. What are they building in there? The Taj Mahal? read more

My husband & I were here today for issues I was having with my iPhone. Going in I knew I no longer had a warranty covering the phone & anticipated a problem. All staff members we encountered were very friendly & helpful. Much to my surprise the employee who helped us directly was extremely understanding. He tried fixing the phone & when he was unsuccessful he asked for his managers approval to replace the phone with a newer version. Without any further questions asked I walked away with the new phone. We were both extremely impressed with our visit today. Job well done! read more

Walked in a couple nights ago to purchase a couple accessories and I was assisted by a staff member named Scott. He was the friendliest and most helpful staff member I have ever encountered at an Apple store. He was very knowledgeable of all the products in the store and answered all my questions in detail. It was a very busy evening but Scott remained calm and professional and paid attention to everything I was inquiring about!! Great service!! read more

Really fine service this winter when setting up a new iPhone.

I have been an Apple customer for more than 8 years. It started as a student buying a very very costly Macbook. Since then, I have bought every product multiple times. Although I am a huge fan of Apple products, I have found the 'genius'es to be simply a bunch of cocky people who happen to work for a great company. If you like a competitor's product and are completely confused whether to switch away from Apple, talk to these geniuses and they will make it easy. Now the issue - I dropped the iPad and there are slight cracks on the edges (not on the screen). I can live with it, but, my iPad was less than 3 weeks old and so I made my way to this store to find out how much it would cost me to fix it. I was not expecting a free fix. So after standing in the queue to talk to his highness the genius, he looks at it. He is completely shocked that I have not bought AppleCare and asks me to make an appointment so he can estimate how much it would cost me. Lol! I then took the iPad to another Apple Store, that guy types in IMEI number and since I don't have AppleCare, he says that it would cost me $299. It took him 30 seconds to give me the estimate. So basically the guy at Natick mall wanted me to make an appointment for a question that would have taken him 30 seconds to answer. This store is in a mall, stop by if you want to look at the Apple product, maybe even to buy them. If you have an issue, stay away! read more

Horrible service. Confusing. Takes forever even if you walk in knowing exactly what you want.

Awesome service from JP! He had answers for everything and really helped me out with iPhones and my Mac air and messed up powercord.

I will never go to another Apple store. This store, by far, has the best service, all thanks to Bob the store manager. This past weekend (tax free) my mac charger stopped working. Not knowing it was tax free weekend I went to the store and to my surprise there was a HUGE line. It was very important that I get the charger as I needed my laptop for work, After walking around a bit I found Bob and he got me the help I needed immediatly. What could have been a disasterious trip to Apple ended up being the best customer service I have had in a long time. Thank you so much to Bob and Amy!! read more

Was having a problem with my iPhone4 where I couldn't hear anyone in the other end of a call. Decided to go down to ask about it in my lunch break. Had to wait a half hour for a support guy appointment which was no big deal (I ate at the food court). The tech took my phone out back and fiddled with my phone for a bit before deciding it was probably a hardware problem. So, with no questions asked he swapped my busted phone with a brand new one (which I'm using to draft this review)! I was amazed how simple the process was. Thanks Apple... you aren't as evil as they say you are. read more

Great store! All of the employees I've encountered have been friendly, knowledgeable, and helpful. I've had my phone services several times. Just make sure you make an appointment ahead of time. And show up early, as they may take you early. Last time I was getting my phone looked at, I couldn't believe the rude people that wanted to be seen one hour before their appt or just to be seen without an appt. - it's not THAT difficult, people just make an appointment and that's it. Anyways, I feel bad for the employees there as they must put up with a lot of bs. Anyways, store is always clean, they have a nice selection on accessories, phone cases, etc. they have a nice table with several iPads for kids to play with while their parents are shopping or having something done. No complaints from me !! read more

Either this Apple store or the Natick Collection people were too lazy to update their info on Google (or even here) to let people know that the store is closed (looks like for the foreseeable future). So there I am, wasting my time going over there, dodging construction, fighting for parking just to get to a boarded up wall where I expected to see Apple... Thanks for nothing. read more

Customer service here is disgusting. Once you have bought something they don't care anymore. Refused to fix my phone even under warranty. Avoid. read more

Like..I went to this store on Saturday ..and Like went in and this store was sooooooo freaking busy...a bunch of blue apple shirts wearing idiots and customer dumb-asses everywhere, so I Like asked myself what the hell all these people doing in here?.. and Like I saw the I phone 6 and I kinda touched it and played with it ..so Like I left the store because I wasn't impressed by nothing in there ..its just another apple junk... LIKE apple products are overrated now .. no Steve Jobs..No Apple.. I rather get me a galaxy note 4 when it comes out in October.... Like I'm outta here!!!!!! read more

what a huuugggeee store! And on top of that, this place is well staffed. Came here on a Friday night to be greeted by a whole bunch of MacStaff looking to pry my hard earned money out of my wallet in exchange for a glorious iProduct. They failed though! I just wanted to look at the new Macbook Air... how pretty! read more