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

you've gotta love the genius bar. they are always so nice and helpful and always fix my apple problems. The only thing that was awful was the wait, but obviously it's wort it. read more

Just went in there for help with an older Macbook. "Genius" barely let me get a sentence out and was really dismissive. I understand it's Saturday and it's busy but my time and issues are important too. Ended up referring me to a repair place that isn't open on Saturdays and is half an hour away. All in all not impressed with the supposedly legendary customer service. read more

This place is a special kind of hell. They put you on a wait list and tell you your wait is half the time then it actually is. They send you a text saying "they'll be ready shortly, head back to the store" and make you wait like 2 more hours telling you that you need a 3rd text. We asked the woman how much longer, she was a bitch about not telling the wait time, and avoided the question. Just saying "we're not quite ready for you" Just horrible read more

I went here to get my iPhone screen fixed, having smashed it. I have insurance on my phone, but fixing the screen at $109 is cheaper than the $150 deductible. I went right when the store opened - at 10, and there was a line/15 minute wait, but NBD. They were done fixing it by 1145. They even put on a glass screen protector that I bought from another store. I'm pretty pleased with that portion. My one complaint is that I was looking at Apple watches, and I got no help/wasn't acknowledged at all. I probably would have bought one too. Also - I'm female, and I only dealt with the females at the Genius Bar, so no comments on how the men interact. So, I would probably still buy any new products online, but still go here for servicing. read more

Nothin' but love for this Apple Store. Have come here two times in the past year for them to service my phone and they've done it perfectly.

I had my first Genius Bar experience today and I was incredibly pleased. Not only did Aaron, the "Genius" assigned to help me, have a great positive attitude (at 9 in the morning), he was incredibly helpful. He was able to answer all of the questions I had, although he wasn't able to tell me what had happened to my iPad that caused it to have issues. But the important thing is that he was able to resolve the issue for me. So far, so good. (Knock on wood!) The best part was no service charge for having them diagnose and resolve my issue. Previous experience at this store though has disappointed me. A few months ago, my mother and I were looking for an iPad for my father. If you've ever passed an Apple store, you know that no matter what time it is, it is usually pretty bustling inside. This particular day was no different. However, the sales associate didn't seem to have the time or desire to want to really help me. She told me they didn't have any of the iPads that we were looking for in stock. Understandable. They were a hot commodity at the time. I asked if she could call the Chestnut Hill store to see if they had any in stock before we took the ride out there. Her response was a blunt "No." I worked many years in retail and whether I felt like it or not, I always offered to call another store to see if they had the product in stock. The customer will remember an associate going above and beyond and will typically become a repeat customer. Unfortunately for this location, they have lost my business twice to the Chestnut Hill location and will continue to unless their service improves. read more

I went to the Apple Store the other day to enquire about upgrading my iPhone 5s. I was impressed that the employees did not try to force anything at me. Instead they told me the differences between the 6 and the 6s. The main difference I saw were the moving pictures and the better camera in 6s so I was sold on the 6s. I'm sorry I had not backed up my phone or I would've made the upgrade right then. The young lady who helped us was very knowledgeable and not pushy. I always appreciate this. My one complaint is they did not have prices laid out on the table like they used to. You had to manually go to the price app on the phone you were looking at. read more

I have been in here many times mostly just for browsing and checking out new Apple products on display. I will make this review short and sweet, because there is only one problem I have with this store, but its a BIG issue. First I will review the other good points. The location is wonderful! Located in The Natick Collection on RT. Natick. Perfect location if you want to get your shopping done and check out some Apple stuff. Its not hard to spot once inside the mall. The decor looks like any other Apple store, but this one is pretty simple and the most standard of them all, but its because its in the mall. Everything is easy to find and organized very well and clean looking. I wont comment on prices or anything like that since all Apple stores are the same and this isn't a restaurant where each one is unique. This is where I will now talk about what I LOATH about this store. I can not speak about all the other Apple stores, except the ones I have been too, but this one has a HUGE issue with customer service and helping customers. I have been in here multiple times and I remember 4 times especially that each time I went there looking for help and no one came over to me to ask if I needed help. Even when I looked around on purpose and probably had the "Im a customer in need, Sell me something" look on my face, no one still came over! I know it was crowded and busy there, but there was a moment when it wasnt and no one still came over to help me. I just can't believe no one that worked there was smart enough to come over to try to help, even though they promote im sure, dont bug the customer. Still they are loosing me and im sure others if they continue to just walk by everyone and trying to look busier with other things. Other then that, I would go here, because its the closest to me, and I enjoy the fact I can try Apple products when new ones come out. I will I'm sure be coming here many other times, but I'll have to try to refrain from asking questions and just buy what I'm getting. Thank You!! read more

Working in customer service/marketing in my past has given me a glimpse of how important good customer service is when it comes to success in a business...this apples store had none of it...I arrived to the genius bar with a somewhat annoying bug on my computer (the computer would go blank white screen every so often) but I was easily able to work through. Some of the apple team said they'd check it out, run some tests, and get back to me if I just took a 30 minute walk around the mall. Well it turns out I come back to the store to a non-working computer. They told me there was some problem within the computer and now that they had done the testing the only resolution would be to get it fixed by the apple store for a mere $450...I felt like I had been completely scammed, as I now had a computer I couldn't use until they did their "fix", not to mention I had a six page paper I had to finish that evening.. I politely explained the situation to the manager at the store saying I wasn't even given an option to whether to fix my computer or not as these so called "geniuses" shut down my computer. I thus went further saying in customer service when there seems to be a gray area between the customer and the company, more times than not the company resolves the issue with a reasonable solution...He replied with "yeah it doesn't really seem fair but I don't see the gray"..He then told me to come back in another 30 and maybe they could just get my computer running again so I could work on it that night...I come back to the store and of course the manger who I had been dealing with's shift had ended. I ended up paying the $450... If you're studying business, this store is a great case study into how not to treat your customers! read more

Horrible customer service, information not being provided fully, I found much more useful to go on apple website and search all details myself. Lines to even ask a simple question, prices are not being provided for all devices, so most likely you ll have to find out it yourself, again cuz of the lines. Apple representatives are shame for such company, I remember same store 3-5 years ago, comparing to old times Apple became McDonalds read more

Such good customer services! My mac charger was breaking so I went in to exchange it. I worked with a young guy named Blake and he was so kind. I only had to wait 15 mins to get it fixed. even though my warranty had run out recently he made sure it was covered under it. He was very nice and made my experience completely stress free! read more

Ugh! Couldn't agree with you more Ellen! I hate that there aren't any cashiers. I just stand there behind the Genius Bar looking around with my product in hand waiting to purchase it. Person in front of me get assistance from an employee randomly walking by..person behind me gets asked if they need help by another employee who just finished with a customer in the middle of the store....I'm still standing there. I mean geez..great concept of floating cashiers but they need a permanent cashier station somewhere in the store. Its great customer service for those who have lots of questions but terrible for those like myself who just want to get in and get out. read more

Tim,our tech rep was extremely courteous,very professional and most accommodating to our phone needs.Sprint,however,thumbs down. John and Marcy (Peterson)Mulcahy read more

As a small business owner I went to this store to purchase a Mac for our business. After spending over 2 hours in there picking out everything we needed, we went to pay the bill (over $3200). I wrote a check on our business account and they would not accept it. They use Telecheck to process their checks and Telecheck declined our check even though there was more than enough money in the checking account to cover the check. I was embarrassed and humiliated in front of all the customers in the store. The employees were somewhat helpful, but still would not take my check even after I logged into my checking account and showed them the balance. I now have to drive another 50 miles (round trip) today to pick up our computer and pay in cash because Telecheck would not accept my check. I feel like paying in pennies!!!!! read more

i waited two hours to be attended. then i didn't even get what i wanted fixed. the employee barely looked at the device and said they couldn't do anything. read more

Reuben was great. He spoke to my 12 year old daughter with patience and respect. The service was top shelf

Manager Ken treated me like I was an idiot, and said I needed a new phone because it was bent just by eye balling it. I called what I thought was customer relations (but I was actually forwarded to tech support), and Edward London told me that Ken reported he took my phone to the back to run diagnostics. I told him to check the cameras. He basically said there was nothing he could do. I asked to speak to his boss. He said,"I'm it. I don't have a boss." I told him I didn't realize I was talking to Tim Cook. I emailed customer relations, and two days later I walked out of the same store with a new iPhone 6. I made sure to say hello to Ken. read more

Great friendly service. Incredible turn around time for repairs....usually one or two days. Knowledgeable staff. They honor guarantees. Honest advice. Great products. Could you ask for anything more? We have a house full of apple stuff. read more

Once again a great experience at yet another Apple Store. This time at the Natick Collection. Previous experiences have been at the Apple Store, South Shore Plaze, always great. Just amazing the level of service they both provide. Thanks to all. read more

The best Apple Store. The staff is very friendly, very helpful, and try to minimize your wait time as much as possible. Definitely prefer this store to any other. I will continue to only come to this store for now on. They really care about the customer and try to help the best they can. read more

This is the worst store i have ever been to.the people are not helpful and seems to be in a hurry and didn't care for their customers at all.we went there just to replace the broken screen of my friend's phone.after waiting for 2 hours, a grumpy guy came out and told us the phone didn't pass the calibration and had to be replaced.i asked the guy to give us the old phone back so we can at least get a back up of the files.he said it was impossible because they deleted the files already and insisted that we get the new phone already.i got upset so i called for a manager,the manager was never helpful,he was arrogant and acted like its our fault that we didn't back up the files first when the only problem was just the screen.after talking to this awful guy for 5 mins they agreed to give the old phone back to us.the phone was not even touched and it seems like they didn't even do any work at all.if i could give this store a 0 star i would.never coming back there again read more

So I came to this store early morning to fix my mouse pad. They told me the earliest reservation I can get is at 3pm. And then I left for swimming. At 2pm they text me and say "it ur turn!", and another message came right after"We haven't heard from you, so we'll be moving on to the next person in line. Please check in with us again to make a new reservation.". WTF? Isnt my appointment at three? So confused. And then they cancelled my appointment...speachless... read more

I have been in here multiple times each time I went there looking for help. no one came over to help me. Even when I ask, I am sent over to someone else who is also to busy to help! My last visit, was for my macbook pro, I wouldn't turn it on, I book an appointment online to get it repair and I still end up waiting 20 minutes to be seen. The girl was nice to call me, the girl with the poker dot shirt. (lol) I am pretty sure my name was on there when I book my appointment. The guy spend 15 minutes telling me how my $200 warranty would not cover it if it's water damage. I love apple products but not there customer service. I was in the market to purchase a desktop for my boys end up getting a gaming computer for $3000 from best buy instead and sadly I wish I had getting the apple desktop and so did my children but I refuse to pay for poor customer service, esp. where my hard earn money doesn't seen appreciated. I got my boys the galaxy for the same reason and it was the same price as the Iphone. I love the warranty and how quickly repair is done. My laptop was repair quickly and they even replace one of my keys that my son try to chew but it's unfortunate that the staff are so rude and abrupt. as smart as the people who works there appear to be I can't believe no one that worked there was smart enough to know customer service is key. read more

I was helped by a man name Huong and he was absolutely amazing. I had to go back a few times to the apple store because my phone stopped working and he solved every issue for me including replacing it. I would love to see him again without having apple issues! He was not only intelligent but also very charming! read more

I am an Apple believer. I have owned their stock for years and have purchased most versions of most product lines. It's safe to say we are an Apple household. That said, as a person who genuinely believes in this company and as a shareholder I am concerned by what I have been observing at many apple stores, in particular this location in Natick, MA. Today I went in to have my iPhone 5 replaced because it had died on me. No problem with Apple Care, correct? Wrong. One has to make an appointment ahead of time and they will only issue a certain number of service slots by product line. Makes sense, similar to a busy restaurant taking reservations. Well, I asked Joe at the Genious bar if I could wait to see if they had no shows or if they could work me in in case someone was finished early. That was a no go as well, apparently there are only so many slots they will book and thats it. Joe gave me the United Airlines ticket agent Heisman. Mind you, if I would have been in the store to purchase a brand new phone I would have been seen right away. Why sell a premium service at a premium price and not provide your customers with a premium experience. I'll gladly pay Apple Care Premium Plus, just so that I can walk into the store and be seen by an available agent. read more

Showed up at 8am with a broken phone on the day new iPhone released. They told me sales start at 8 but technicians don't start until 10. I must have looked stricken bc they helped me anyway. My phone works again! read more

I have visited this store many times. Very much disappointed every time I went there. 1) first I went to research the difference between iPad air and iPad mini. The sales person would not let me keep them side by side to compare them. All he kept asking was are you ready to buy this. Have you made your decision. When I asked to the iPads side by side he said its a security issue so he cannot remove from the stand, he could have asked any of the other sales guys to get their iPads to compare with the mini. Finally I ordered my iPad from the online store. 2) then I also went to see the different different iPad covers , same behavior from other sales person too , kept asking if he could "help" and then finally when I had a question about which covers had the magnets for auto locking, he kept pointing to the apple smart cases, he even said that Logitech covers did not have the magnets. 3) today I went to best buy and researched all the different iPad covers, the staff there was super knowledgable and very friendly. I also found the the Logitech iPad cover do have magnets. Unfortunately they did not have the red cover color. So went back to Apple store and found the red cover but the sales guy kept pushing me towards apple's smart cases. Whatever happened to helping the customer? I am never going to this natick apple store again. read more

i was told to buy nothing but an apple from a few people. I could only afford an ipad2 so that's what i bought. I have had it almost 2 years (hate it) and can never get the help i need, nothing! I've signed up for seminars where u learn nothing; even ask specific questions and am told they couldn't answer that question until the store opened. So i waited for the store to open, tried to get help (the guy from the seminar); employees kept walking up to him, asking him questions, interrupting me TRYING to get help. Simple, all i needed was how to take pics, edit if needed. I finally walked away. I was treated terribly. I guess Apple had my money now and they cared less about helping me ~ I was an inconvenience. Nothing good to say, especially about the Ipad. read more

Waited for 25 minutes before a person would even acknowledge my existence. Meanwhile, there were about a dozen people with blue shirts doing nothing. When I was finally asked if I had been helped, the woman said I had to be seen first by this one guy who had a large number of people in line. Really "genius" system! Grrrr, as a long time apple customer, I am not impressed! Been to other places (Derby st for example) where the service was WAY better (5 stars) read more

Insanity! I have an iPhone 5 that has a sleep button issue covered under recall. I stopped by at 4pm today only to be told they can't fill out the paperwork for the service until 8:30pm because I didn't have an appointment. The store had very few people in it. To be clear, all I wanted to do was DROP THE PHONE OFF! I do have to admit they were very polite about it. read more

I tried scheduling a Genius Bar appointment online but their site was down(?!) OK, I needed to make an appointment by phone - which meant I went through a labyrinth of system-generated questions, only to be asked the same questions again when I finally reach a human on the phone. Once I had the appointment, that did not resolve the tech issue, I decided The Genius Bar should be renamed The Arrogant or Dismissive Bar. read more

So tonight I went into Apple in hopes of getting a new phone since my old one was too outdated for me. Luckily, I didn't have to wait long to get some help and the service was amazing. A young man named Austin was helping me out and he was very knowledgable about all the different phones there was to offer. He was able to guide me through each one and I ended up with the 6s which is a perfect fit for me. He did a great job in finding the right phone to fit my needs and I will definitely be coming back if I have any troubles. read more

I have bought several laptops and ipads online and while I can't say it was a 100% happy experience, having a local apple store to return the items to is very convenient. Often it really depends on who you have serving you, sometimes you'll get someone who would really go the extra mile and help you but if you go during busy periods and within 2 hours of closing time, the staff are often tired and less helpful, we are all human I suppose. The returns policy is very good, quick and simple, although they rarely have what you bought in stock to exchange the item for. In all I have had an overall good experience. read more

I needed a replacement battery for a 15" MacBook Pro. I called the Apple Store in Natick and was assured they had this battery in stock. I drove 15 miles with my 97 year-old mother in tow because she cannot be left alone. When I got to the store, I was told all they had were batteries for the 17" MacBook Pro. Highly disappointing and it will make me consider alternatives particularly to this store. read more

The Apple store at the posh Natick mall was PACKED with people dropping hundreds of dollars and aloof customer service reps rushing you through your purchase. After spending $473.15 on an iPhone 4, and 1.5 hours waiting for them to transfer my phone contacts - which they couldn't. They suggested I go to the AT&T store down the other side of the mall and they could transfer my 100+ contacts. I walk in to the AT&T store and the guy looks at my brand new iPhone and tells me the port is busted and there are scratches on the phone. Apple sold me a REFURBISHED PHONE! I stomped back to the Apple store and ask for a manager, and tell them I've been deceived and would like my money back. Of course they said they would exchange it for a new one. Huh! I told them to go blow snot, because I expected a good shopping experience and was dooped. Buyer always beware! What a disappointment. read more

Bought an iPhone 6s from Apple less than two months ago, so it's still under warranty and purchased with AppleCare. It developed an issue with the screen, and I was appalled by the Genius Bar at the Natick Mall. For a problem I said was not human-caused, I was told, "Even though it's not great customer service, this is a business, and we have to charge people to make money." So much for the warranty, $129 for Apple Care, being careful with your devices, and "the customer first." read more

Did anyone ever see the original Star Trek episode, where Kirk and a few empowered royalites live in a palace with windows of the outside world showing people packed head to head like Bhopal or Times Square. Well, I don't know if Black Friday was part of that script's premise, but here in the Natick Mall, the Apple store reminds me that there is a population explosion on their set, and if the economy is struggling, the Apple management may one day have to sell timed admission tickets just to look! As far as competency, since I used to go to the Chestnut Hill store, let me resolve to say the Natick store is the brawn, while the Newton one holds the brains-being that the latter hires genius kids from MIT and such, that's no surprise. The fact that the Natick staff can put up with such tremendous volumes of customers, gawkers and genius seeker analites is beyond me! I would definitely say if you have a very complicated error scenario to reproduce with a Genius rep., you should take it to Newton. I hope the Natick staff is trained in relaxation techniques, b/c I worry about their ability to cope-the lights went out last time I was there, and the staff looked like they were moving into nuclear bomb drop positions. GIve em' some credit...or go up to the Burlington store and see how much more claustrophobic it can get!!!! read more

I am not one to complain, but after having the worst experience ever in this store I had to share it. I had an issue with my battery and I figured it had to be replaced. Not knowing weather or not I had AppleCare (Which I thought I had) I figured I'd get a genius guy to help me out. My keyboard also stopped working the same time my "service battery" indicator came on. I went into Apple the next day and had an appointment with a not-so-genius named Scott. He checked to see if I had AppleCare and he couldn't find anything in my records. I was a little bummed about that but I asked him this simple question; "If my service bar indicator says that I can continue to use my MacBook then why did my keyboard stop working?" He said "They are probably linked together but you're not covered by AppleCare so it will cost money." So I said "But my computer specifically says that if I continue to use the battery it won't harm my computer. That's a fault on Apple's part, isn't it? I wouldn't have used the computer if I knew the battery would cause my keyboard to stop working." Then he says something insane. After I asked him that question he said "You're mute to me". I responded with "Well I'm sorry, it's a simple question and I'm curious as to why both problems are linked together." He then told me "I have more important things to do than to discuss this with you." EXCUSE ME. You don't treat a customer like that. Ever. You don't tell a customer that "you're mute to me". If you don't want to listen to the issue I have, don't work at the store you're specifically assigned to "help the customer out and further their knowledge on Apple products." He then proceeded to get my "quote" without even telling me where he was going, gave me the quote, and just left. ON TOP OF IT ALL. I called customer service and complained. I got a very nice woman on the phone and explained to her the issue. She then called in a three-way with the manager of the Apple store at the Natick Collection, Andrea. I explained everything that happened and she said she was sorry that happened and how she couldn't believe this particular employee did anything like this. Well, he did. Weather or not you're shocked about it. The thing I was BLOWN AWAY by is that even after all this crazy horrible customer service I got, they still charged me full price on the replacement. I went into the store today to pick up my MacBook pro and told the guy who "helped" me that I felt like I shouldn't be charged for it because of how horrible I was treated at the store three days prior. His one word answer was "yeah". Nothing more. I am the last person in the world to ever write a bad review on a store. Especially Apple. This needed to be said and brought to everyone's attention. I left the store today very displeased. All in all I will never recommend anyone to go to this particular store/genius bar employee, Scott. Seriously bummed, Apple. read more

Had a 12:40 appt. Sat for 15 mins past my appt time. Place was woefully understaffed and too busy for them to reasonably handle their appts. What is worse is that I was sent a bum phone and had no other alternative but to wait for them to replace it. Crazy really...needs more organization, felt like a bad doctor's office where they double book and you pretty much have to wait...go somewhere else, this place is a joke for service and support! read more