I had a defect in my iPhone 7 that guaranteed me a free replacement, so I brought it in and they told me that it would arrive at my house in up to 5 business days. I receive a message from fedex 7 days later saying that my phone would be delivered to my house by 10:30 the next morning. It is now 5:00 and after calling the Apple store we find out that the phone was shipped to the apple store and we have to go pick it up. This is ridiculous considering it is already late and they promised it would be shipped to my house. We tried calling customer service only to be put on hold for about 20 minutes then hung up on. Absolutely terrible read more

Reston's Apple store sold me (but later allowed me to return for full refund) a printer/copier/fax without verifying that the manufacturer had a driver for Mac 10.13. (the most recent of Apple's endless upgrades). An obvious and easy thing to check - in the store - and the Apple employee should have done so. And they weren't busy; in fact, there were more employees than customers at the time. read more

This is my second attempt to use the Reston Apple store (the others are further away). Both came with horrible service. I made an appointment and was told my screen repair would be about 30 minutes. I drove a hour to the store and was told it would be 4 hours. Having to now make changes to afternoon plans I returned 4 hours later to be informed the repair was not started but is underway and would take 15 - 20 more minutes. I said just give me back the phone (with expletives) and I will go somewhere else. I had to wait for 15-20 minutes only to receive my phone back with a cracked screen and now wiped clean. They made some story about a calibration machine error at the end. When you get excuses and smug remarks as customer service it's time to shop elsewhere. read more

The store can sometimes be a trainwreck sometimes but they have helped me out of jam on more than a couple of occasions. As mentioned in another review...love the technology...the wait at the store can stink though. read more

Nice store and great service. I bought an Ipad2 from them. They help me learn how to use it. I have to type without a keyboard now.

The staff and the manager there are awesome. I'm out of town on business and my Apple Watch screen decided to stop working. They said they were going to have to send it in to get serviced but because of my job it's almost impossible to know where I'm going to be from one week to the next so the manager came up with a solution that worked out perfectly. It's nice to know that there are still people that go the extra mile to make a customers day. Great big thank you to all the employees there. :-) read more

Not impressed by these Apple retail store employees who are so enamored with themselves that they don't understand basic customer service, like greeting you with a smile, introducing themselves, calling you by your name ... real basic customer service stuff. Store wasn't busy when I went there but no one greeted me and it took me two tries to find someone to handle my simple return. The "geniuses" were standing around mostly just talking to each other. Return was handled efficiently, not friendly. Geniuses? Meh. Big tip: don't buy directly from Apple, they only allow returns up to 14 calendars from receipt, even for unopened items. Go to Costco or Best Buy instead. read more

After having bad experience @ the Nazi Apple store in Fair Oaks mall " where is too blind & can not realize its employees pay ck comes from customers pockets" I decided to try out the store in Reston Town Ctr. Not only my present was acknowledged by one of there employees but also I was immediately assisted by more then one employee of the store, even my situation was complex and it had to take more then one employee to assist me I feel I have not Thank them enough & Many Thanks to all of em. I will defiantly will go back to this store not only for assistant on any trouble shooting but also to make my next purchase. read more

The pay parking is horrible. Planned to head into the apple store to purchase an apple watch. Was planning to pay through apple pay as I didn't have a credit card on me. They told me they don't validate, and since I had no credit card I couldn't pay for parking. So instead of giving $500+ of business to RTC vendor, they got $0 and I left so as not to get ticketed. The service person seemed friendly enough, but since I couldn't actually receive service because of their locations parking rules, I can't judge them on that. If I can't actually visit your shop easily, it can't be given anything but a bad review. read more

I couldn't get an appt. anywhere for a week so I went to this store early Sat. After a reasonable 40 minute wait phone was diagnosed and set for repair that would take a few hours. I returned and phone was ready on time but they had to replace it. Everyone there was courteous, professional and helpful. read more

I would probably never go back to this store if I had a choice. I made an appointment at the Fairfax store to replace my defected battery on my iphone. However, when I arrived I was told that the battery they had for me was accidentally given to another customer so they sent me to the Reston store to get it replaced. Upon my arrival, I was greeted kindly and directed to a seat to wait for a staff member to help me. The gentleman that helped me was kind and helpful....well he was helpful for the first 10 minutes of seeing me. He had informed me that I could shop around the store or walk around Reston center because the wait would be around an hour for the phone battery to be replaced........Literally 3.5 hours later I was still waiting (after being told it would be done in 15-20 mins for 3.5 hours). It was closing time and they assured me that I would get my phone in 20 minutes so at this point i stepped outside to get some fresh air and I told them i was walking outside in which i did not leave their sight because I was literally in front of the store and 5 minutes later when I tried coming back in, They told me they were closed and they couldn't help me and that I could not reenter the store. I was furious at this point. I had been patient and polite the entire night trying to find stuff to do in my time and tried to be understanding but at that moment, I just completely lost it. Finally one of the gentleman saw me and allowed me in to get my phone. No apologies, no compensation. Nothing. This was the absolute worst. read more

Drive the extra distance and go to Tysons (or even Arlington!). I felt like I was an inconvenience to the sales associates. There were several employees not helping other customers, but when I walked in they all looked down and walked away. There wasn't even the standard semi-useless greeter. Also noticed that another customer walked in behind me and had an issue with his phone, the sales person was completely indifferent to this customer's problem. I have a lot of Apple products, and I think the company is great, but I won't waste my time going to this location again. read more

This is why I hate myself for ever having bought Apple products in the first place. It's all my fault. I knew what I was getting into. Go into the Reston Town Center Apple Store thinking I hit the lottery because there are more than a dozen people in green shirts standing around waiting to greet me. Not so fast! They took a glance at the broken Apple Watch then told me I needed to schedule an appointment. So now I'm standing there talking to one of the dozen people who aren't busy with customers and being told that no one can see me for a half an hour? I asked about the process for repairing it. They said first they would try charging it (which I explained we had tried several times, step one of troubleshooting) then after half an hour if it won't charge they will send it out for service. So they expect me to wait an hour to find out what I already know? What anyone who has Google and a basic understanding of electronics could tell you in 30 seconds? I asked if I could leave the watch for service and was told I had to wait for an appointment, then wait to see if it would charge, then send it for service. Very long story short, if you're going to the Apple Store call ahead, pack a lunch, and don't assume that the people in the green shirts can help you. They don't do that. One Nice thing to say. The gentleman who greeted me was polite and apologetic. read more

Run by a$$hole managers that think they are the CEOs of Apple itself. Came here for some help with my IPhone that was acting up and I had the "pleasure" of dealing with these pricks who felt that they should not have to deal with customers who didn't have a reservation to check out the new iPhone 7. I told them that all I wanted help with is my phone and buy a new Apple Pwncil. They stated that they could not offer support and that I would have to come back another time. I stood my ground and told them that I had traveled some distance to come to the store and that it wasn't my problem that they did not staff the location well enough for the response to the iPhone 7. They finally said that they would support me but once inside the store they handed me off to someone without giving them the proper instructions. Overall a shitty experience at a shifty store. Won't be going back here and will be contacting Apple about this experience. read more

Went to purchase a macbook and iPad for my daughters. It was near closing when we finished buying and my daughters were "encouraged" to come back another day to activate or do it at home. I intervened and asked that the macbook be activated in store. After 30 minutes or so, they said the macbook was not configured properly at the factory. I asked them to just switch out for another. They said they couldn't because the store manager "shut down the systems for the night". Then they tell my daughter she had to take the defective product home that night - after some more discussion, they finally agreed to keep the defective macbook. I have purchased probably over 8 computers and 10 iphones and never encountered this type of service or should I say lack thereof. read more

Returned to the store at the time I was given earlier in the day to have my iPhone looked it. It is completely dead. Still waited over an hour to have someone spend 5 minutes on diagnostics and confirm, yes it's dead. By that time the AT&T--my carrier--store across the street had closed and I don't know when I'll be able to go back due to my work schedule. The person who did finally assist me was very nice, but he jumped in to help out because one of the mobile assistants had left for the evening. I now understand people's complaints about Apple customer service when we pay premium prices for the products. read more

My mophie case had been stuck on my phone for the past couple of months. I went to AT&T and they couldn't do anything. Went here and Kevin was able to get it off! I am so grateful! read more

I've been an Apple consumer for years. It started with my first iMAC purchase 12 years ago and 6 iMACs, 6 IPADs, and multiple iPhones later I'm still a fan. It's a combination of their second to none customer service and the great products they produce. Recently, I had a situation occur that initially seemed as if my high standards I've associated with Apple were no longer valid. For me, I'm please to say a supervisor / Manager at Reston restored and confirmed those high standards I believe make Apple special. It's the thing that keeps me coming back. Excellent products, Excellent customer service, and a company that actually cares about the relationship and trust they build with their customers through products and service. Thanks Apple. read more

They replaced my mom's iPhone screen because the glass was broken. When they returned it and she tried to turn it on it said "plug into iTunes" and the guy told her there was nothing they could do, it was broken and she would have to purchase a new 300$ phone!!! SO SHADY. We are on holiday so no laptop, we have yet to see if they wiped the phone - which they probably did on purpose. It's all about $$$$ huh? Thanks for nothing. read more

We reached 11 mins later than the appointment time. They did not take us in saying that they have 10 mins wait policy. Clearly they dont account for traffic and dont care about customer convenience. So typical of Apple stickler. read more

We went to the Apple store in Reston (between Christmas and New Yeas) to get an upgraded iPad. Based on the reviews I read I expected a long wait, even with an appointment. The store was very crowded and we were about 10 minutes early. The greeter assured us we would be seen promptly and got a chair for my husband (he uses a cane). We were seen by Abdo within minutes and he showed us the iPad my husband wanted and said he would turn us over to transfer the information and apps on the old iPad. Omar saw us immediately and uploaded all the information. Time in the store, maybe 30 minutes. I don't know if our ages (80+) or the fact that my husband was using a cane factored into our treatment. I can say that I was pleasantly surprised after reading the reviews. We had a great experience and found every one most helpful. read more

Long time Apple user..since the late 1980's. I had a portable mac in 1990 for work, if you can call it portable, probably weighed 40 pounds, but hey I could take it home. We have had machintosh, super mac's, ipods, nanos, macbook pros and airs at home. Today, we have 2 airs, ipad and 3 iphones. As for smart phones - I was an early blackberry user (email initially) since late 2001 and only switched last year when our company decided to go to iphones and droids and elimiate the BB server. I switched and have had issues with my battery life. Last Friday I made an appointment, I went into the Apple store as callers couldn't hear me on the phone and to see if I could do anyting about battery. It had become a bit of joke in our office about how short my batter life was on my phone. Appointment on time - person said I had software crashing that may be cause of the battery issue and was able to get the microphone to work. He said go home and make sure you have a current back-up and then they can do a new software build on the phone. A couple of days later, microphone stops again - but works after I reset the phone. I do a current back-up and make another appointment as the speaker again is not working. Appointment about 15 minutes late. Matt (genius bar) does a quick diagnostic (a few minutes) and says your battery and mic are going and you just need to get a hew phone. A completely differnt experience than on Friday. Matt had just told the customer before me that they also needed a new phone. Made me wonder if the store was tryng to make their month end quota for May. My phone has no water damage (checked on Friday) and for it to go bad in a little more than a year is amazing. I have never had that happen before with any of our phones. Talked with the manager and basically implies it is a bit of a lottery - some phones last 3 years and some don't - basically tough luck. You can buy another phone for $199. Apple legacy is already starting to decline since the unfortunate passing of Steve Jobs. Poor quailty product . Apple stock price probably will continue to fall as long time apple supporters get frustrated over lack of quality product as the new phone release cyclers take longer. read more

The nongenius I was assigned at the Reston store did absolutely nothing approaching a competent attempt to fix my phone. Very long, complicated story, but in the end a different repair team at a different Apple Store came through. The repair person assigned to me at Reston is a pretty poor problem-solver. read more

Came in for an issue with a watch battery that overheated and partially burned my hand. They did not seem either surprised or concerned to hear that, which I found a bit odd. Especially as when they plugged it in to charge, they were able to immediately reproduce the fault. read more

Went there today to buy a case for the iPhone 6 (how hard can it be?) and was very disappointed. All of the employees were simply standing around ignoring customers (well, at least me). I waited for a little while, then got impatient and left. I recommend people purchasing anything they need from there online, not worth the hassle. Will not go back even though I work across the street. read more

Incredible. There is quite alot of staff here. Came in here to buy an ipad and an ipod. A bunch of robots. Not one person looked up to help. Yet the guy who needed a charger got great service! We're heading to best buy. read more

This is basically their strategy so buy a computer here if you need to but DON'T get it fixed here. They quoted $280 and after a week and a half said the logic board needed to be replaced. The quote was $890! The computer itself was $999. Not exactly an option but they weren't going to tell me that up front. read more

The team of Michael Silverman with Apple Care - Customer Relations in Austin Texas in conjunction with Lena Herrera the store manager at the Apple Retail Location in Reston Town Center, Reston VA has been FANTASTIC!!! I had a Dr. Dre Beats Studio headset I was having problems trying to fix for my nephew who I purchased these for for Christmas. Typically, Apple Care is fantastic, in this case, I returned the headset FOUR times. It wasn't until Michael Silverman got involved that he was able to identify the problem SWIFTLY on the phone with his no fuss no muss approach and incredible listening skills. He was able to solve what 7 other apple reps were not able to fix in one phone call and one email. His ability to translate the problem and work with the Apple Retail location and getting an incredible store manager (Lena Herrera) was really what solved my problem. I am appreciative to these Apple reps who service this company at the highest level of service. As an IBM Executive, I had not been impressed with this transaction until Michael Silverman and Lena Herrera got involved. I am now extremely happy I have a pair of Dr. Dre Studio beats on the way to my nephew in PA who does not know these are on the way. He will be out of his mind with excitement as 12 year olds get with their Xbox 360 gaming, iPads etc. He has been patient throughout the process of my explaining to be confident that Apple would deliver and in the end, WITH the right team, they did. Thank you Michael Silverman for your OUTSTANDING customer experience and Lena Herrera for working with Michael to make things happen for us. GREAT work! read more

Went in to get two cables for my iPad. First waited for over 5 minutes by the accessories while 3 employees strode at the front talking to each other. Then a guy that works there started to tell me that what I was looking for they never made while my co worker had one in has travel bag. If you don't know don't open your mouth and tell me that I was wrong. I guess you don't have to be smart to work there. read more

The Genius Bar staff I dealt with for my repair was extremely helpful and very friendly. The store was busy, but the Genius Bar staff does a good job juggling the large amount of work they have to deal with. Though this is my closest Apple Store, I'd recommend it if you're between stores and need to choose one. read more

My husband and myself have both been in with problems with our respective iPhones. Both times we have made appointments and have been seen promptly. More over, the techs have been on time, very solicitous, and have gone above and beyond to provide great customer service. This particular time, I had a problem with my phone's microphones. This is apparently inherent with the 7 and a particular operating system. I was told by apple support that it would be fixed for free. The tech I saw was initially confused, and said I would have to pay a fee. When I explained I had spoken to support, and was told it would be fixed for free, he was very nice about consulting management. Ultimately, my phone was replaced. I am extremely happy with my experience there. The tech's name is Jason and he was extremely helpful and just plain pleasant. He even checked in with me multiple times while my new phone was loading and asked if if he could check in with his other appointments. Really great customer service, which is why I stick with apple. read more

I asked the store to surprise my daughter with a new Mac book which I had bought for her on line. The people at the store were absolutely wonderful they surprised her and made her cry. Thank you everyone for the extra effort you put into this on my behalf I couldn't be happier and neither could my daughter. A surprise well executed read more

After having a scheduled appointment with a "genius" for my defective/not functioning IPhone 5s, I still ended up waiting an extra 30 minutes. Approached by a manager after the "scheduling person" noticed my annoyance, since I arrived early to the appointment. I explained to the manager that I travel a great deal, and that the device suddenly would not turn on one day during my travel. It also stayed in a bag, and had a protective cover on it, so I had no idea why it wouldn't turn on. I tried multiple Apple chargers, as well as a OS reset via ITunes before going to the store. I was then informed by the manager that I could have received a refurbished item from TMo*** instead of a new device in JUNE 2014 (hmmm, shrink wrapped box, but still refurbished - I don't think so). After disappearing into the internal workings of the store, came back with another "assistant" and the device open. Here's where things get weird. The manager would not conduct further conversation, but instead had the "assistant" communicate with me regarding "water damage to the device" while the manager was standing there, staring into the broken phone. While I understand training techniques have changed, and verbal communication awkward, I wasn't aggressive when this discussion began, but it quickly turned negative. If the manager was part of the original discussion, why did the manager not finish the discussion, one on one, and have the "assistant" do other work in a busy store? And no, I didn't dunk it in water. I found this entire experience to be one of the reasons I will never again purchase another Apple product in my life. read more

Apple....please take my money. You've sold me on your products and now the service. I had the pleasure of meeting a young gentleman named Chris Y. He was my assigned genius last night. I arrived a few minutes early from my appointment, was promptly greeted as well as having the door opened for me by two other apple employees. After greeting me and making some small talk about the weather they asked if I had an appointment, needed one or just wanted to browse. I told them I had an appointment and it was for a replacement screen. They showed me to an area to wait. Within a few minutes Chris greeted me and we discussed the issue and he set me up with for service. When I arrived a little over an hour later he immediately recognized me and went in the back to check on the status of my screen repair. As he came out of the back I could tell it was not ready and said no worries, I'll just play on the computers until it's ready. He promised it was currently in the process of being recalibrated and should be around 20 minutes. After a while and the store died down he went back and brought out my phone. When he came over to chat about the repair we discussed a few TED talks. I decided to pick up a new case (I love mophie cases!) and found out that my company offers a corporate discount. Chris--you were fantastic. I wish everyone in the service industry cared as much as you do. read more

Came in for an appointment to fix my cracked iphone screen. After checking in, I had to wait half an hour before someone would eve talk to me. Once I finally talked to someone, they told me it would be about an hour and a half until my phone was fixed. I had to run to a doctors appointment, so I was told that the part that I needed was going to be placed on hold, and that I do not need an appointment to come in the next time. Four days later I come into the store and go to check in, and they cant find that a product had been placed on hold for me. After a manager was called, they finally get to checking me in for a second time, and I was told that I now have to wait four hours until I can get my phone back. Never going to go to this apple store again, next time I'm just going to pay a little bit more to get my screen fixed in the mall rather than going all the way to reston multiple times for nothing. Oh and dont even get me started on apples automated phone system, it seems almost impossible to just speak to someone at the Reston store. read more

One of my worst experiences ever in the USA. I think this company has become so arrogant that they forgot that at one point their entire stock was worthless. These apple geniuses in the store looked at me as if I was a criminal. One day, my wife's iPhone suddenly started asking for an activation lock user/password. This phone was bought by us 3 years ago and it was right of them to ask for some security related questions. The problem was that my wife has forgotten the apple id password that was originally used and we were ready to prove to them in other ways that we were the owner. This store absolutely refused to give us the benefit of the doubt even when we showed them that we had 3 iPhones, 2 ipads, 1 iPod and I MAC. Even this did not convince them that we were not criminals. I have been waiting for 1 month for this problem to be resolved and it is still not resolved. Amazing ... Is there any Apple geniuses who can solve this problem ? I am sitting on a $399 phone which is now worthless. The Manager was clueless individual who smiled the whole time without offering any solutions. I am not there to be smiled at. I want a solution to my problem. read more

I had a very unpleasant experience with Apple iphone 6s and their service in Reston, VA location. I have an iphone 6s which is less than 1 year old. On Sunday (8/21/16) evening the screen of my phone was black and it wouldn't start or take the charge, no matter what i did the battery would run out with in few minutes even if the phone wasn't being used. There was nothing wrong with my phone charger because I tested with my relatives phone and the charger was working just fine. I called Apple store on Monday to see if they can trouble shot it via phone but he couldn't figured it out after being on phone for over 45 min so he suggested to make an appointment with genius bar in Reston VA location. So I made an appointment for Monday at 6:15pm because they were book solid. I arrived at Apple store 10 min early and i still had to wait 20 min until someone came to assist me. Then a guy came in by name of Adrian to assist me to diagnose the problem. After 45 min of waiting he told me that he needs to send my phone out so the engineer can diagnose it since he couldn't figure it out. He thought it was more software issue. So he wouldn't replace the phone, knowing that it won't be fixed and it's less than a year old. He said this is their policy and they can't just give me a phone. He gave me a loaner phone to use. The repair phone will take 7-10 days. Then, he asked me to take it to Sprint store in Reston, VA to get the loaner activated because they can't do it in Apple store. So now it's 7:30pm, still no phone. I had to drive to Sprint Store before that evening to activate the loaner phone. I had to rush myself to Sprint store and I had to wait there because the loaner phone wouldn't be activated. Finally the manager at Sprint store made it work, so that evening I didn't get home until 9pm . I was very tired of running around to get this matter solved. Finally, after 4 days, I called Apple Store to find out when my phone will arrive, they said by Thursday and they will give me another phone because the engineer couldn't figure out why my phone's software was acting up. So I had to go in same route of getting the other phone from Apple Store then go to Sprint store to activate it. This was a very stressful process. Apple store should have got me a phone that day and activated there and I didn't have to run around like this, this was a very poor customer service. My next phone will definitely not be an Iphone or Apple products. Hope my review helped some of the people who wants to get an Iphone or Apple products. read more

I recently went to this Apple Store due to a cracked iphone screen. I paid $104 and got my screen replaced. However, immediately after I got my screen replaced my touch functions were not working correctly. It was almost impossible to text and use other functions. The calibration was off, sometimes touch functions were unresponsive, screen would stay black when on the phone, and etc. So I called in to make an appointment and they told me to come in and said they would fix it right away. However, when I got there they made me wait about 30 minutes and they told me that the "brain" of my phone is the problem and that they could NOT fix this issue. Instead, they told me I would have to purchase a whole new phone for $299. When I told them this issue did not occur before they replaced my screen, all they could say is I would need to still purchase a whole NEW IPHONE. So, I left that day with a phone that was NOT fixed and mind you not, I live an hour away from this store. read more

Hi, I would like to share my wonderful experience in the Apple store ,Reston. I visited the store as my macbook had a burnt DVI port port. It took about 7-8 mins for us to interact with the Mac genius. They took the machine and charged us a flat rate of $280 and said would let us know if they could repair the machine - as my machine was 4 yrs old and out of warranty. Within a week we got a call from the rep to pick the repaired machine. Little did i know that it might turn out to be one of the the most memorable moments.. We went with our fingers crossed and saw they had replaced everything other than my RAM, HDD and Battery all in the flat rate! My adaptor was not working so i went the store again and the Mac genius tried helping us out as that was not covered in the service agreement replaced it for free... He even checked the health of the battery was not good. So he told us we would be charged $ 110 for the new battery.. I asked him to go ahead and replace it.. and when i saw the receipt it said $0!! He had actually replaced that also for free. I was always a Mac fan but the service provided by the store and the best the staff does to help you.. MY husband also got sold to Apple. I was in tears of Joy when i walked proudly out of the store as a Mac USer!!! read more

Worst customer experience ever. Called yesterday--they said "come On in". Door was unlocked and open for biz at 9:45. The guy throws me out bc I don't have an appt. come back at 10. I come back at 10 and am told I have to wait an hour. Ridiculous. What a terribly disrespectful business. read more