Terrible experience here-- had an appointment with the "genius bar" and waited 35 minutes after my appointment time and walked out when I hadn't been helped. Appeared to be one person only helping people with genius bar appointments even though the store has a ton of people working there. Manager came over about 15 minutes after my appointment time and asked me a few questions and started a back-up and assured I would be helped soon, but at 35 minutes after appointment time, it did not appear as if they would get to me anytime soon as he was still deep into helping someone else. I would not return here again. Parking is a pain too. read more

Went to this store because I could not arrange a time at my usual store for the Genius help. I do not know how they decide who gets help first but we had a 5 pm appointment and arrived at 4:31. Many of the people who came in after us were helped first. I thought it would be of those who had a 5 time " first in first out ". My problem was with a n IPad Pro 9.7 battery not lasting. When we finally we seen the tech constantly talked down to me and really gave no useful help. He said keep an eye on it and if it continues after turning off push for the mail accounts come back. Left with the iPad at 57 % battery. Got home in 1 1/2 hours battery at 27 %. Not used on way home. I will go back to the Columbia store. I have had Apple products since my Apple II Plus. Very sorry service. read more

Horrible experience. I bought a new iPhone online and went to store to pick up. I made sure I was an Account Manager on Verizon so I could get it and brought my passport (my Virginia license hasn't come in the mail yet.) Right away the apple guy asked me for my printed out confirmation email. The instructions didn't say to bring that but after his several failed attemptsto find me in his little device I found it on my old phone. He finally got onto the account and told me I couldn't have the phone because I am not an authorized user. That is not true, so I showed him my confirmation email saying I was an account user. Didn't matter to him so we called Verizon. Verizon confirmed that I AM an account manager. They told the Apple person to give me the phone. He still would not. He kept asking them to "refresh their system" and they kept telling him I was on the account and had been. He then told me to go to a Verizon store and get them to add me to the account. REMEMBER VERIZON ALREADY TOLD THEM I AM ON THE ACCOUNT. They have something wrong in THEIR system but instead of troubleshooting or calling their higher up to get permission to make an exception they blamed me. I then called Apple Headquarters who were baffled the store wouldn't release the phone to me after talking with Verizon, but couldn't "control the store." I spent an hour at the store and an hour on the phone to figure this out. What was the point of pre-ordering? I have always had great service at Apple stores before I moved to Reston. I will now drive To Tysons if I need something from Apple because this was a wretched and unforgivable experience. EDIT: I canceled my order through Apple. Walked into a Verizon store and walked out 20 minutes later with a new phone and free speakers for trading in my Samsung s5. Also got a wireless charging station that Apple doesn't have yet. Moral of the story: just go straight to your carrier and avoid Apple (especially the one in Reston) at all costs. read more

Wonderful customer service from Ilia. I'm so impressed! I thought my daughters broken phone would ruin my weekend but it was easy!!

Drove 45 min for appointment to have iPhone 7 fixed. Was told logic board was broken and even though the phone was only 1.5 years old, Apple would not replace it. Was told they would repair it for $319. I left store. Contacted my wireless carrier to see if phone had warranty. After day on phone with wireless carrier and warranty company, I learned that my particular iPhone is part of the Apple broken logic board replacement program. (Confirmed this information at support.apple.com by typing "iPhone 7 no service" in the search bar). Now I have to go back to the Apple Store again, to have them do the job they should have done the first time I was there. Jerks! read more

It's a busy store, and the reason is Apple is taking care of their customers. Most of the reviewers here have a lot to say, but they are missing the bigger picture that if you don't do Apple you will be on the phone (with your PC having a problem) to someone at the "help desk" in a foreign country who can't understand what you are describing. To walk into a store, and have a person listen to what you want, and then take care of it -- and yes *shock* I might have to wait because the staff is busy -- that is a major event these days. I love that Apple will take care of me. My computer I bought several years ago had a minor problem and my iphone had an issue. Both were resolved quickly, in a friendly manner, and with exceptional service. (They gave me a new phone within 5 minutes, and the computer arrived in a padded case in 2 days at my door.) Friends try to say what a deal a PC is and I chuckle. Where can you get face-to-face service with trained professionals these days? It's become quite rare. We are lucky to have this store come to Reston! (Oh, those friends of mine now have an Apple...) read more

I came to this store to check on a speaker issue on Iphone 5. The staff were very friendly and helpful. They offered to replace the speaker and that did not help. They right away replaced the phone (under the standard warranty). Would love to go back hear if needed. read more

I came here on a Tuesday night to buy some headphones and was surprised by how many people there were in the store. The store seemed well-stocked and well-staffed. It was a bit of a chore getting a staff member's attention when I wanted to check out, and the process was surprisingly slow, but overall, the location was serviceable. The store is conveniently located in Reston Town Center. read more

I arrived for an apple appointment for some help in learning how to use my new apple products- an ipad and an iphone for work. I was passed around to 4 different people including the floor manager "who can help me". All recommended me coming back for a workshop before even asking me one question about what I needed help with. No one even looked at my ipad or iphone. There were 12 young male employees standing around doing nothing. Only three other customers were there and actually getting help. Apple needs to learn customer service. If a customer is physically present and asks for help and you are not busy you help them. If you can't, you get someone who can. I left the store, disappointed and short 6 dollars for parking. All of my friends and family who recommended the guys at Apple and to make an appointment must have gone to a different store. These guys do not care about the customer at all. read more

Got my iPhone 6S Plus fixed here. They were great. I made an appointment online and I showed up 20 minutes early and they helped me right away. Very fast service and the employees were all very friendly and very helpful. It took them less than 45 minutes to fix my phone. read more

I always go to this Apple store and it is never good. Too crowded. Too loud. Too much going on and during my recent trip I had questions about my phone which the man helping me did not answer and I asked multiple times and he didn't give an actual response so then I still went home with a phone that was not working. thanks. read more

Wow, Apple Store Reston is the worst Apple Store I've ever had to deal with. If you call them, half the time, they will either pick up and hang up or they won't pick up the phone. On top of it, its not even during a peak time nor close to a product launch. When I go to the store, I'm ignored while the Apple "geniuses" stand around talking and hanging out with each other. One time I spiked up the volume on their Bose iPod speaker to get their attention. Apparently thats the only way to get help there. This is a new store and the manager should be fired along with most of the assoicates. What really sucks is that this is the closest Apple store to me and I end up going to Tysons Corner or Clarendon to avoid the Reston store. Sad. read more

I've been a longtime Apple fan. Like since the Apple IIe days (still have mine). Owned stock since 1997. Have owned 3 Mac desktops and 3 Mac laptops. About 20 months ago, I brought a defective laptop (about 3 years old and out of warranty) in- it wouldn't boot up. I was in a world of hurt; I was leaving in less than 6 hours to go on a trip overseas and needed my laptop. I made an appointment at the Reston store and the guy behind the counter quickly was able to diagnose that the hard drive was dead but he saved me by getting critical information off of it. I bought a new laptop on the spot and was able to put the critical data back onto it. I knew at some point I would come back to replace the hard drive from the computer I brought in, but I just didn't have time to do it. I loved the service and told everyone how wonderful it was. Fast forward 20 months. I finally decide to replace that hard drive. Guy named Ahmed helps me out says it will take several days since they don't have one in stock; not a problem for me since this is going to be a spare. To my (pleasant) surprise, I get an email the following night that that is ready for pickup. Due to my schedule, I can't pick it up for several days. When I do, I verify in the store that it boots up, but then close the lid and head home (10 minutes away). Once I get home, I notice the trackpad bar is not "clicking" and is overly sensitive. I'm thinking they installed it "misaligned". No biggie... I'll see if it will rectify itself or I'll bring it back. They've always seemed to have good service. I finally get an appointment a few days later and bring it in. Ahmed remembers me and notices a bulge in the case where the battery is. He sends me to the Genius Bar and Blake helps me out. Blake takes it to the back and he tells me that liquid has been spilled and that that has caused the battery to swell; he says there is no way the liquid was there when the hard drive was replaced, and that the liquid is unidentifiable, but not battery leakage. So, not to make this too long- the manager, Trish, basically accuses me of spilling a liquid onto the laptop and bringing this in for them to fix out of warranty. No way. I wouldn't have posted here, but I read another comment on Trish's condescending, rude, and awful attitude below, and I have to heartily concur. She has got to go. read more

They are EXTREMELY kind, knowledgeable and helpful!! Jamal has saved my life (aka my phone and computer) on multiple occasions. Soooo happy with and thankful for this store! read more

I was taken at my appointment time, and the associate I saw did a great job troubleshooting. The store was incredibly busy as it was the weekend , and they are dealing with the battery issues with a lot of people. With all this, he still managed to take his time to help, was patient, and very professional. I was worried about what we would do with our phone that wasn't working properly. My issue was resolved, and I will continue to be a loyal Apple customer. Great store and staff. read more

They really can't handle launch day for phones. Totally disorganized and unfair how they let people late for their pick up time straight to the front of the line when others waiting for a while. read more

My daughter's iPhone had intermittent issues resulting in SIM errors. Made appointment. Wait was w/in 15 mins. Everyone was professional, caring, patient,... They ran diagnostics and thought it may be software a issue after resetting. Took their suggestion to replace the SIM card at the AT&T store next door (also great service). Next day, different issue; no sound when making calls. Was in the area so stopped by w/o appointment and wait was again w/in 15 mins. Different tech. who reviewed work the prior day, and again very professional. They ran diagnostics plus more, and in the end provided replacement iPhone. Regardless of the replacement, I truly appreciate the service and the time they took trying to address the issue and for that I will continue to buy Apple products. read more

As an avid Apple user, I'm come here whenever I need assistance. The location is great, right in Reston Town Center. The only downfalls are parking is a little rough sometimes and that this location can get pretty busy during peak times. However, every time I have come here, I have received FANTASTIC customer service. I've been there twice in the past 3 weeks to fix problems with both my MacBook and my iPhone. In one case my, my MacBook charger melted while I was charging the laptop, and yesterday, my iPhone got a hairline crack in it after only having it for about 2 weeks. For both of these issues. I had to make a later appointment at the Genius Bar. I didn't find that too inconvenient as they have lots if openings. Both times, the employees were able to replace my items with no questions asked. It's truly fantastic. Everyone that I have encountered has been extremely nice and willing to help. This kind of customer service is refreshing. read more

This is my favorite apple store in the area! Robert at the genius bar is the best!

My reviews would vary greatly from visit to visit. Everything is good as long as you follow their protocols. BEWARE: Don't step out of line!

Never had bad service. Always walked out happier than I did walking in. I would most definitely recommend it as a place to go, whether you're browsing or actually looking to buy. Customer service is always consistently wonderful. Very nice environment. I can't say I'd recommend this Apple Store over another, because they're all pretty much perfect! read more

Went there with an iPhone problem, the lady taking care the people whom has an appointments was really unpleasant, gave the conclusion of "ur iPhone can't be fixed" and " I don't know who take ur appointment and what they told u but we can't solve all technique problem today" before we even see the technician, glad the gentleman who helped us later on was really professional and sweet, fixed the phone right away, they really need hire some better person work in the frontline. We understand the frustration, however we hope someone could talk to us not that rude. read more

Any retailer who deals with electronics has good and bad staff and consumer horror stories. On at least four visits I was waited on promptly and directed to a knowledgable staffer. What a pleasant surprise. I almost look forward to having problems with my Apple products. read more

While I have had no negative issues with the store or its employees I give it one star because of the parking at Reston Town Center. I have gone to this store twice this year but only to have batteries replaced. I have bought over $2000 of apple products this year and all of them from Best Buy. Unless they move out of RTC I will not be back except for emergency repairs which I do not expect. I spoke to the gentlemen that was helping me and he said they are talking about opening a store in One Loudoun which I hope they do. read more

I called this store's phone number and after being on hold for 15 minutes someone finally answers and tells me they do have of the accessories I was looking for, but when I get to the store they tell me they don't and that the phone service is answered in some other state. On top of that I had to pay for parking and they don't validate. read more

Beware! Make sure you do your own backup, Icloud. They wiped out everything that I had on my Iphone. They only apologized nothing else. Don't trust Apple Salesman or Technician do your own study. What a monopoly read more

Tom and Keith are outstanding! Traveling for work and my iPad broke. They went above and beyond to help me!!!

This is the best Apple Store on the area, hands down. So many employees working (and caring!) with customers it deserves a huge kudos. I had a pickup for a damaged phone, with some issues, and was pleasantly surprised at the patience of Tyler that worked with me. Thanks to you guys. Impressed with your attention to detail with each customer even when it's busy. Keep it up. read more

No help what so ever. While the "genius" act like they care it's obvious that they are not interested I helping at all and want only to upsell new equipment. read more

Today I went into the Reston VA store looking at my options to upgrade my iPhone X. I decide on a phone. The salesperson was very helpful. However I did not have my Barclays card to charge the phone with their favorable rates with me and he thought it would be easy to pull it up there at the store. It turns turns out you can't after 10 days of setting up card. I offered to call Barclays customer service. It was very loud in the store and reception was poor so I moved to the front of store to hear the Barclays rep. . The Barclays rep asked to speak to the Apple rep. I waived over the crowd for the rep to come forward. He didn't so I walked towards him. Then out of nowhere his manager got in my face and told me not to point at his people. I tried to explain what his salesman and I were doing and he reiterated. I stated I was waving not pointing. This was the first time, but it was the tipping point for me at Apple. They lost a sale and a customer of 30 years. Half the reason I bought Apple products was for customer experience. Many people have noticed that the retail experience is not at all what it used to be. read more

I love this store. I feel like there is a better selection than going to Best Buy or Target or almost anywhere else. The people there are really helpful and they try veyr hard to explain things until I actually understand them. That is a plus because I work with pc's at my job, but my whole family is on the Mac, Ipad, Iphone deal and since I don't really work with them, it is hard to troubleshoot. That is why I appreciate all the help I can get. read more

Brought my rather ancient and well loved Macbook Pro in for what I hoped would be a quick fix. The store was very busy, but I was seen on time (made a reservation) and the staff was very friendly. None of that Apple snobbiness you sometimes find. The guy -Robert- who helped me was also working with 2 other people simultaneously but still managed to give us all enough attention and answer my non-tech savvy questions. Ultimately we had to completely erase and restore my OS, but Robert spent extra time making sure everything was up and running when we were done and made a frustrating situation as painless as possible. I would absolutely recommend him for any tech support needs, but I would also recommend you make an appointment beforehand. I was there over an hour and the place was packed the entire time. read more

Horrible customer service it took 45 minutes after my scheduled appointment to talk to someone for 2 minutes and then I waited 4 days for them to tell me the minor problem they found with my computer became major one and said I needed to pay $390 for a new display to fix it. Worst apple store in the area I will never go back there. read more

Smaller Apple Store than usual but has the same layout and setup. After that it goes downhill. Could be this store or just apple getting too big but horrifically Long lines. Response was sorry you have a problem the wait time is 4 days to talk to anyone. Generally unhelpful - with response of go to the website to make an appointment. Different story if you want to buy something - someone to help in a heartbeat- go figure. read more

Defective 3 month old iPhone 6 hardware permanently caused my iPhone email to crash. I have 3 business emails used daily and need it back up and working now. This is Wednesday morning and "Apple Genius Bar" cannot get me in to even look at diagnosing it until Sunday?!? I went down the street to the Verizon store. Sorry sir your iPhone has a hardware issue. Sign right here and you should receive your new free replacement phone in a couple days. Simple as that. Apple Genius Bar may be ok for kids and people who who don't use their devices for work. If you count on Apple for your important business matters then you better have a duplicate backup device at all times. read more

Well worth the wait time. This store has proven to me that Apple DOES stand behind its products. I brought my 1st gen Apple Watch in for repair and was told it would cost a flat rate of $329 for the repair, BUT if they didn't find water or accidental damage they would cover the cost even though it was technically just outside the warranty. I thought it was worth a try since I was confident no water or accidental damage had occurred. When I went to pick up my "repaired" watch, they gave me a new one at no cost. Very satisfied with this Apple Store! read more

Thay broke my iPhone speaker when I asked to replace a battery and when I back there they said I need a purchase $149 for replace a display

I have never been disgusted with customer service this much. They were NOT professional at all and took their jobs as 'time pass'. I called the apple store at 7pm, described the nature of my issue with brand new IMAC. Associate on the phone from Reston store asked me to bring the computer in tonight as they accept walk in. He also confirmed they close at 9 but if I am there at 8 it would he fine. Last night it was Raining HEAVILY and i somehow made it to the store at 7:45 & guess what? They refused to provide me help because it was too late. Are you kidding me???? Store was almost empty due to the rain, your associate asked me to come in and I carried 27 inches iMac from parking lot to your store in thos heavy rain. I had to go back with no assistance. WHY APPLE STORE IS PAYING THOSE so called employees? read more

Made an appointment to have my iPhone screen replaced. When my turn came, I told them I had 30 mins and needed to go back go work. They made me wait an extra 1 hour and 45mins and not even once checked up on me. If it was not for me asking to speak to a manager I would have been sitting there for another 2 hours. They don't care about your time. The worst Apple store I have ever been in. Terrible customer service, rude, and they ignore you. What's worse is that other customers that came after me were being helped before me. TWO THUMBS DOWN. BOOOOOOO Go somewhere else. read more

so far, worst Apple store I've been to, and I have been an Apple customer since the first iPhone came out. I have Apple watches, phones, iPads, computers, Apple Tvs, and based on my experience I am not taking one of those products there again or purchasing here. They had me wait to come back and stated that when it is my turn they would contact me. Well an hour went by and they said that they were ready for me. Then upon coming back I sat there another hour. They stated they could have my phone ready that afternoon. I gave them two days to put a battery in the phone. They never called or emailed to say there were not going to put the battery in. Their reasoning for not doing the work was ridiculous and they could have easily saved me a lot of time by just going over the phone before they took it in. Their customer service skills are not up to par. read more