Why the low stars? My experience at this location has always been stellar. Today was a test of everyone's patience. The new iPhone 18 was coming into the lives of anxious techies and non techies: I preordered one because of my aging dinosaur cell phone. It's an easy process to online order, pick up, and swap. On pickup day, the store was organized. They had plenty of hard working blue shirts. Many are helping 3-4 people at a time. The store is bright and bustling. Parking in the nearby garage was convenient. read more

Extremely disappointing experience with Apple Reston and Apple's after-sales support. My 14-inch M4 MacBook Pro had been used for only about 14 months, and very lightly at that, when it suddenly became completely unresponsive. The computer still looks almost new. It has never been dropped, exposed to liquid, or otherwise physically damaged, and I used the original Apple charger and cable. Apple opened the MacBook and documented a burn mark on the logic board, but they could not determine what caused it. No confirmed liquid or accidental damage was identified to me. Despite this, Apple quoted me $817 plus tax to replace the logic board on a computer that originally cost about $1,300. What frustrates me most is that Apple does not actually repair the failed component at board level. Their solution is simply to replace the entire logic board, resulting in an extremely high repair cost that the customer is expected to absorb completely. I also requested the complete technician/repair notes, particularly documentation regarding whether any liquid, corrosion, impact, or accidental damage had been found, but Apple would not provide the complete notes. I escalated the matter through Apple Support and Apple Executive Relations, but Apple continued to focus almost entirely on the fact that the one-year warranty had expired and that I had not purchased AppleCare. I understand that the written warranty is one year, but optional extended coverage should not be used to normalize a premium laptop suffering a major unexplained internal hardware failure after only about 14 months of light use. Since this happened, I have also found numerous other MacBook owners reporting similar sudden no-power failures, logic-board failures, and, in some cases, burned components or scorch marks. These reports do not prove that every case has the same cause, but they certainly make me question whether this type of failure is truly isolated. I expected much better durability, transparency, repairability, and customer support from a premium product at this price point. This was my first MacBook Pro, and this experience has seriously damaged my confidence in Apple. read more

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Apple TV has made my "purchased" library feel practically unusable. I paid premium prices for movies and shows through Apple, yet I can only reliably access them downstairs in my living room. Trying to watch the exact same paid-for content elsewhere in my own house turns into a frustrating mess of missing libraries, sign-in problems, device limitations, and troubleshooting. This is not a reasonable customer experience. I should not have to jump through hoops to watch a movie I already bought just because I moved to another room. Apple's own guidance says purchases should be watchable on devices signed in to the same Apple Account, so this inconsistency is unacceptable. Apple needs to fix library access across supported devices, make it obvious when an app or TV cannot display purchased content, and stop treating customers' expensive digital libraries as though access is a privilege. Until then, I cannot recommend buying movies or shows through Apple. read more

We have had great service there. No upselling either. They ask questions to get at what you need and then go to work on fixing the problem.

First rep handed me off to a second who handed me off to a third who deserted me while i tried to set up watch second rep sold me. Finally a fourth rep, Chris, great guy, saw I was struggling and stepped in to finish setup. Problem involved getting ATT off old watch and on new one. Apple needs to tell its reps to stick with customer who has bought something until consumer satisfied that product is working. read more

Want service on a brand new Apple product under warranty? You have hoops to jump through to qualify to replace their brand new product and best of luck to you. Don't even bother going to the "Genius" bar. You will wait for 20 minutes or more even with an appointment while you watch "red shirt helpers" stand around Sales tables doing absolutely nothing. Once they run the testing on your device, they will find some reason to not help you. 1) We don't have a part to replace in stock. "Really? These are brand new AirPod 3s that you sell Every. Single. Day. In mass quantities. 2) "you made your purchase through "the Apple Store on Amazon. Seriously? Who didn't?! Does that mean that in a second rate customer who should not be accommodated? 3) is it really worth it? They aren't that great to begin with. read more

Very grateful to Tom who helped me figure out what I wanted and was super friendly about it the whole time. Thankful to the other person (whose name I apparently didn't think to get), who helped me figure out / learn to put page numbers on my book pages for publishing. Thank you!! This place is always clean, well staffed with knowledgeable, friendly people. It looks nice in here. It's uncluttered. It's not overwhelming or confusing. It's a treat to go here! Thank you, Apple Store, Reston! read more

Apple - Nice seating area to get work done - Computers Near Me - Reston, Virginia

This store never honors appointment times, always 30 mins late, they need better time management or capacity planning

Poorly managed. Long wait times. Rude staff. This is a flagship store but they seem to be anything but knowledgeable. Several staff walking around free but can't seem to help. I would suggest you go to Tyson's instead. Their customer service is better and availability better. read more

Amazing, well managed, professional store! For all the negative review writers, get a life. Greeted in a friendly manner, placed in a virtual queue, easy. They find you, diagnose problem in smart professional way. In my case, my older iPhone needed a new battery. I left it, told it would be ready in 4 hours. I returned 4 hours later, the genius had fixed it. Verified it worked , I paid and was on my way, what the hell else would you crybabies want??? read more

Excellent, professional, friendly service every time I have been there. Got new phone, case, and screen protector.

Pésimo servicio de Redo y mal trato de Amy (Manager). Nos hicieron perder tiempo y terminé en otra tienda. read more

Just want to share that most of my Apple experiences have been nothing to write home about. First time visiting this Apple, I was greeted quickly and they helped me get a walk-in appointment to fix my phone and Apple Watch. I was seen within 30 minutes (busy weekend). My service provider, Kyle G, was incredible. He was assisting not only me, but 2-3 other customers at the same time and he was fantastic at it. His attitude, despite being rushed and having a heavy workload, was kind and very positive. I did notice other employees (what looked like) pushing their customers off onto him so that they can go sell other items. Not sure if this was standard protocol but Kyle showed no sign of annoyance or complaint. Thank you Kyle for helping make a typical bad experience (other Apple stores) better with your work ethic, skills, and positive attitude. Kyle deserves a raise!!! read more

I'm an old PC person. I've had my Macbook for about 18 months and I cannot get used to the file structure. I can't find my files!! I jumped through a lot of hoops to get an appointment at the Genius Bar. When I got there and told the young man I wanted help organizing my files, he told me they only help with hardware problems. I noticed five or six employees standing around (not helping anyone). I asked if they couldn't please help me. After all, time has been allotted to my appointment. After talking to two co-workers, the young man told me all they could do was to hook me up with a phone call from Apple. I said I didn't want to talk to someone over the phone. I wanted help in person. I asked again if they couldn't please help me. Sorry. No. Really poor. I know every one of those employees could have helped me. They chose not to. Horrible customer service. read more

Created a yelp account solely for this review because I wish I read it before coming here. I came in with a Genius Bar appointment to fix my iPhone, which wasn't charging. I sat for one hour and 45 minutes(!) alone, un acknowledged by any staff with other customers helped before me who had later appointments, yet waited for less time. After finally being acknowledged, I was given a disinterested, dismissive consultation by a new employee who wasn't even certain himself, leaning solely on annoyed advice from the other employees who weren't helping me. After five minutes of "running diagnostics", he told me yup, the phone wasn't charging(duh?) and that the only solution was to buy a whole new iPhone. He seemed excited to sell me a new one, and after asking if there was any way i could be told if it was a battery issue, chip issue, or anything else, he said they couldn't find out. After two hours of my life I will never get back, I went to Verizon, who immediately tried a wireless charger, something the young Apple employee didn't even think to do, and immediately the problem was solved with a full warranty on a new phone offered(total time at this store: ten minutes). My advice is, come here if you're looking to waste hours of your time, be ignored, and be seen as one thing: a cash cow. read more

Yesterday I went in to get a phone and Apple Pay wasn't working right and I don't carry a wallet normally. Today I took my card in and was able to buy the phone (no activation) and was out in 15-20 minutes. Hats off to the greeter, F, and Z for the quick in and out service! Also, thanks for recommending the MagSafe charger! read more

condescending staff and absolutely lackluster service. Limited testing capabilities for known issues in Apple forum. The store is great reason to switch to android. read more

I went in to exchange an Apple Watch because I did not like the color, and even though the store was packed with multiple prospective customers I was in and out in 15 minutes. The associate that helped me was professional and I was able to conduct the transaction in a very efficient manner. Highly recommended. read more

Apple - Computers Near Me - Reston, Virginia

First you need to know my android phone and apple tablet were purchased// contracted by SPRINT, now T-MOBILE Went to one of their service hubs, My cell phone had a cracked screen. Plus I had a problem with my apple tablet and needed some assistance. Seems after an update there's always something not quite like it was before. Personally I think they do more harm then good most of the time. SO with all that being said. After spending 2 hours at the T-MOBILE/SPRINT STORE...very frustrated and annoyed and practically no better off. I was told to go to an APPLE store or contact them. So from 12524 Sunrise Valley Drive we drove to 11949 Market Street normally not a big deal( felt like T-MOBILE/SPRINT just didn't really even try, especially after I suggested they call APPLE to fix the problem. Walking towards the APPLE store I saw lots of people standing around outside thinking to myself this is going to take a while. I was approached by a gentleman holding an APPLE tablet taking names and a brief description of the issue...as I explained what was happening showing him so he knew exactly what it was..... He said reaching toward my tablet "can I see it?"  Right there on the sidewalk he proceeded to fix my issue...it took him all of 5 minutes... His name is GREGG....awesome employee with lots of knowledge, knowing how to navigate around the applications... Five stars for GREGG saving the day!!!! (BTW he reminded me of the guy In Curb your Enthusiasm) T-MOBILE / SPRINT taking notes? TMOBILE/ SPRINT should have such knowledgeable employees,  and pleasant customer service.. read more

Placed an order online, scheduled my pickup, arrived a bit early, waited in the queue and before I knew it, my package was brought to me after they checked my ID to ensure I was the proper owner. Organized, covid-friendly protocols, good service. My biggest complaint was the lack of parking in Reston Town Center. read more

Came in to get a battery replaced on my phone. Took a while because they were significantly understaffed, but they were as polite as they could be about it. But it did take 3.5 hours. read more

This store gets 4 stars mainly for convenient location within walking distance of the Hyatt Regency Reston, where I had been staying for a conference. I stopped inside this Apple Store on a Friday evening. I'd passed it every day while staying in Reston, so I decided to check it out when I had downtime. I figured I'd kill some time there ogling tech (this is a good Apple Store to do that). Being a Friday night, it was very busy inside. Reston Town Center overall, from what I saw, is super family friendly. Lots of kids around, and when I was there that night, a toddler who cried nonstop while his parents talked to an Apple Specialist (but I digress). Staff seemed friendly and welcoming. I can't speak about the Apple Support Specialists there, but it's a good store to browse. From my experience now, I'd return. read more

Apple - Computers Near Me - Reston, Virginia

Made an appointment just to be told that i need to do xyz and can make another appt to come back. Left to do xyz, came to my other appt 2 hours later! This time with a girl who kept having to go back and forth to figure out information.. after she "tried everything" and told us "she felt bad we were just sitting there" basically kicking us out..We left with no resolution! (Saturday) fast forward today apple Tyson's did everything and more. Came back with a fixed iPhone in under an hour! -100 stars for reston. read more

Tyler, Apple Genius Bar app't, assisted me on SAT, DEC 2, 2023, late morning. Apple sore. In DEC. On a SAT! During the mayhem of flurry of buyers; he was thorough, patient, and explained all of the steps in process to have my laptop repaired. I had spilled coffee on it while doing y/e tax prep - lots of financial tabs were open :( No backup or cloud storage. He was so patient - accepted the laptop, ensured me my data was safe; but could not guarantee it might not have been lost or corrupted by coffee damage. AppleCare received laptop MON, repaired it; and it was delivered to my home today, 12/5! Yippee! And my data, files, etc. were intact and uncorrupted! As an Apple customer and shareholder, I am ecstatic! Purchase AppleCare+ when you buy devices; it is worth every penny! read more

Purchased a new apple product and signed up for the new user class - Jessica was my instructor and she was absolutely Phenomenal !! She was very knowledgeable, personable, helpful and patient!! She walked me through helpful need to know items, and patiently answered ALL of my question - so many questions. She taught me useful device capabilities and options. It would have taken me weeks - ....maybe months lol to learn all the hands on information she demonstrated. This was the best new user experience - they all seem to work as a team, supporting each other with customers, and everyone I interacted with was great- then Jessica totally nailed it! Thanks everyone! Thank you Jessica for your friendly, excellent training!! read more

I loved my iPod twenty years ago, invested in Apple when it was younger. I can't help but think there needs to be better than Apple world soon. It's such a fine tuned, shiny, incremental reward, incremental Wall Street return, product there's not much left to imagine new from it. Backup you hard drives, those colorful aluminum shells don't dissipate the heat of your work. Don't trust the the stronger thinner electronic profile, they are designed to be thrown out next year to poison the environment and people in less than first world countries. Stare into the I screen abyss less and it will stare less back at you. Look for fair phone alternatives... read more

Walked in, asked questions about one of their products. Dude answered them clearly, helped me identify exactly what I needed. OK. Good so far... then.... Perky Salesman: "the earliest appointment we have is [a couple of hours from now]" Me: "appointment for whuuuut?" Perky Salesman: "well, everyone is busy right now. You'll need an appointment to pay" Me: "an appointment. To give you my money?" Perky Salesman: "right. we're very busy. There's no one to handle the transaction" Me: "so I have to leave, come back, park, just to pay. I know exactly what I want. And you have it" Perky Salesman: "There's no one to handle the transaction" Me: "I'm not going to charge you for this business consult, because I think you'll derive great benefit from it, but, many businesses these days employ a person whose role is to process payments. Some people don't like the term 'cashier', believing it uncouth, but you could call them a Lead Resource Activator, or something like that" Just hire a cashier. read more

The best time to finish when the store opens around 1000. There is always a small line but if you have a minor issue like swapping out the screen protector service is quick and you have a reps attention . read more

Apple - Samples - Computers Near Me - Reston, Virginia

I have a lot of Apple tablets b/c there just doesn't seem to be a better option. I came here originally to replace a battery on a iPad Air 2 that was out of warranty. Took one visit to verify it was under 80% health and order a replacement. They swap the iPad vs actually labor to change the battery. I ended up coming back to exchange when they ordered replacement and changing my mind to do a trade-in. Busy store as are all Apple stores. People when you actually get to talk to them are very courteous and helpful. Will probably be back to trade-in my old Macbook Pro Retina which is no longer getting updates with the new MacOS Monterey release. Will probably use credits to get a refurbished iPad that is several generations newer than the Air that I traded-in. read more

The management and crew of this Apple Store are very knowledgeable about their products and they do their best to assist us in knowing their products and services and other things as well. Sales floor is well maintained, taken care of and organized even though it was very crowded in the mid to late afternoon. read more

Bad service nobody asked me and my mom if we needed help they acted as if we were nobody simply because we are hispanic they thought we weren't gonna make any purchase they were just standing they talking with other staff and laughing between them read more

I am trying to get tech support or a representative on the phone. I've tried for over two hours to no avail. What is wrong with Apple's Tech Support? read more

I've been here twice in recent months for pick up orders. Both times the staff was weirdly unfriendly. During my last visit, I went to the table to check in for pickup. The guy didn't greet me -- just looked at me. I held out the phone so he could scan the code, he scanned it, then completely ignored me. I stood awkwardly for a minute or two. When the device came out he put it in a bag, handed it to me and said, "Is that it?" I said yes and walked out. Really memorable customer service, Apple! read more

I've been incredibly annoyed with Apple for years - even to the point where I replaced my Macbook Air with a Surface (gasp!) (and I do miss the Macbook Air even though it was persnickety.) Their service models never appealed to me with the appt. setting or the "genius" bar - putting the expectation of "genius" on the tech support guys result in us being MORE miffed when they aren't geniuses (pedastal - fall, etc) They are no more geniuses than - say - the majority of humanity. As usual my iphone malfunctioned so I went to the store in Reston - a little stressed because i kept missing conference calls - and from the first person who greets you to the good decision of getting her manager (b/c she expressed empathy for my stress) - manager was awesome - addressed the situation with doing some basic diags and then after the 15 min. wait I was told it would take, the tech guy took over, was as kind as the manager and greeter/appt. maker. So this tells the manager is a super good egg - who happened to tell me he started working at Apple 9 years ago, graduated from college, promoted to manager and loves his job. So NOW I can't believe I'm writing this on an f'n Surface and need to go buy a Macbook Air. Empathy ALWAYS works. read more

The most confusing purchase experience I've ever had sadly, do not try to use a gift card here because if a mistake on their end happens it'll end up being a weeks long process of having to come back to the store to resolve the issue... read more

Nice place You get what you want here ... Sales People are very attentive and you will find more sales guys than customers often. read more

The Apple Store that I frequent the most often - due to it's close proximity to my office in Reston. First, don't expect to pull right up and park in front of the store - this store is located in the Reston Town Center - while there are a few parking spaces on the street that the Store is located - very hard to snag one of them. Best to just park in one of the parking garages in the RTC and walk a block. The Store is almost always busy - so be patient - they will get to you. I usually order online for in-store pickup. I love that Apple sends me an e-mail, with a pass containing a barcode for my order that I can add to Apple Wallet on my iPhone - and then have them scan the order when I arrive - and know exactly what products need to be brought out! #AppleStoreReston #RestonTownCenter #RTC #AppleStore #Apple read more

Awful. I had a business critical iPhone issue which only required a wipe of my phone (failed iOS upgrade). I went to Verizon - "go to apple." I went to Reston and was told 3 hours or I could schedule a week in advance. Stunned, I told them - this is just a software upgrade issue. I just need a factory reset. Guy actually suggested that "there could be something else wrong and we would need to fix that." Ridiculous. I took it to one of those "we fix phones" places and the fix was done while I waited. And yes, it was simply a bad upgrade download. Apple could have helped, but they didn't. read more

TL; DR expect to spend at least 30 minutes waiting, save yourself the trouble and order your phone online or go to ANOTHER apple store! I personally love apple stores, just because it's a toy store for adults and children essentially. I love trying out the new iphones and seeing what all the hype is about over the new XS Max. Walking into the store, I knew that I was going to buy the XS MAX right off the bat, so I went up to the greeter and asked to be put on the waitlist to be seen. I was a bit short on time so I asked him if it was possible to be seen in the next 20-30 minutes even though the store was super packed full of people. He was nice and said yes but for any reason that I had to go, my name would be taken off the list no problem. After asking every 10 minutes what my place was in the line for 30 minutes, the greeter ended up taking my name OFF THE LIST. I stood in the same place they told me to stand and I had kept reminding them I'm still there, but my name was still taken off the list. After waiting 30 minutes for no reason, I just left the store and called the store manager. The store manager assured me that it was an honest mistake and they tried finding me later, but of course I was already late to my appointment. Next time, I'm ordering my phone online or going to another apple store that doesn't take names off the list because they don't see me (I was standing right in front of them and talking to them every 10 minutes). I personally prefer the Tysons one, they treat me like a person. read more

Customer service is the worst. I rather drive to Tysons or Georgetown to go to have a pleasant experience.