Horrible, horrible management, a one hour long appointment turned into a four hour long disaster with a zero recognition or apology, the manager was even there giving her employees feedback while t around, at one point there were nine people standing there talking with each other rather than helping the waiting customers, this is hands-down the worst retail experience I've ever had, I will never go back to this Apple store. Get a new manager and better train your employees, customers spend way too much on Apple products to have this be the experience. AWFUL!!!!! read more

Would not recommend this store. Despite the overwhelming number of salespeople present, it was shocking to see how little actual help was available. read more

Worst customer service experience ever! If you want to know what it's like to be in a federal prison just come on down to the Reston Town Center Apple store and you'll get a real good feel for it. The management there is just the worst. If you are not buying anything but rather seeking help in fixing a product you have already bought then you are out of luck at this location. Management will literally state that you only have two options that you can wait for a few hours and see if perhaps a tech can help you or you can leave. I asked "are there any other options" and I was told no. Funny thing is when I called the 1-800 Apple number they were able to schedule a time and date that suited my needs and this was done in less then 10 minutes. I would just avoid this store all together and just deal with Apple on-line or a different store because this store's management is just plain awful. #Alcatraz read more

A DVI to VGA conversion cable. That's all I needed. It shouldn't be a rarity, right? I mean, there are plenty of newer DVI output devices, and a ton of older VGA-only input displays on the market. Imagine my disbelief and shock when I scoured the walls of hanging adapters at the Apple Store and found virtually every other combination of inputs/outputs but couldn't find the specific one I needed. Fortunately, this is probably the least chaotic Apple Store I've ever set foot in and hunting down a sales associate was pretty straightforward. Although he knew what it was I was looking for, he also helped scan the walls to no success. Tried hunting a couple of other Apple Stores' inventory to no effect, and pointed me to ThinkGeek as a spot that might have what I was looking for... ... before -almost- giving up, but not quite. He checked in one last place: the stockroom. Lo and behold, there was one single adapter that was exactly what I had come on the hunt for. Mission: accomplished. Thanks to the tenacity of one lone sales associate that just wouldn't give up. read more

i made an appointment 4 days ago, because it was the earliest appointment they had for the Genius bar. When I show up for my appointment the store is "temporarily closed", and of course they didn't notify me about it, so there goes two hours of PTO that I took off of work. Thanks for the lack of communication folks. read more

Just left the store few moments ago, and jumped to this page immediately and I saw three tars now wonderful ! The worst customer experience that I have ever been through in my life in any electronics store period. When I stepped in to the store I walked to one of the associates and he was working on an iPad and when I said "Hi I need... " the guy actually cut me off saying " Wait a second *without making eye contact* !!! Like an idiot I walked to the next associate and in a group of four of them I had to beg for help and I finally got some attention then I asked if the AirPods would work on MacBooks the guy had no idea and his friend was like yeah they do you wanna buy them ?! I was like yes then they processed my payment and the guy was like you need a bag or are you cool? lol then I said "Yes I need one" the guy pulled a bag and put it on the table didn't even offer packing it for me. I have been to Apple stores all over the world this is the absolute worst of them if you need anything from Apple avoid this store by all means. read more

Kind, courteous, and helpful without being condescending. I came in without an appointment and was still helped quickly.

Not a fan of this place. I asked about a billing question and they told me to... go to Goldman Sach's? Uh no I bought something here and was wondering why I got billed another bill. The manager came and gave me a condescending tone when I asked them why I was billed a different price than what I was offered. They told me they couldn't do anything about my issue because it was past 2 weeks but they told me a while ago that I'd have to come back after a few months to get credit for what I bought... How can I wait months later and then get told no because it's over 2 weeks - you told me to. I didn't record or document this bc I didn't think I had to (bc it's apple) but they're saying since I didn't have the right documents then they can't help me which is okay but you don't need to be so defensive and condescending and have an attitude esp when you offered a wrong price to me and basically scammed me. She didn't even say thank you or bye and I was being really polite to her. I don't understand some people man. read more

Definitely one star. This place is insane. No sign to show where to check in. Very poor service. We've been here for over 40 minutes and still waiting to get my husband's phone checked in for his 1:30 pm appointment. Very very disappointed. read more

My phone went dead yesterday and I walked in today with no appointment. They saw me, fixed me and phone and I'm back in business. The service person helped me and even offered cost effective ways to fix my Phone and encouraged me to see my aTt insurance. Kudos !!! read more

Update: went back in today and dealt with a Sales Rep Ahmed. He took five minutes and got me the full value of the trade in I was promised. I'm not sure why the manager was so set on giving me the run around the night before, but Eventually everything worked out. read more

Just a head's up, you need an appointment with the Genius Bar for any repairs. It was suggested online, but did not seem mandatory. My tech was friendly, but did not seem to know what he was doing. Thankfully a second tech stepped in and helped! I am glad I was persistent in not letting them wipe my old phone before being sure my new one was ready, because low and behold it did not transfer correctly and they had to scan something on my old one!! They're trying to rush and it's not a good look. read more

These guys have gotten too big, and too big for their britches. Service is still ok, not great, but policy is abusive to customers. Gone are the friendly old days. Now they are just massively and exclusively focused on profits at our expense. read more

The store layout is nice and the ability to get hands on with the products was brilliant. But their appointment related system just slows things down versus dealing with a salesperson directly when entering the store. It reminds me of Circuit City's failed model. 90% of the time when I enter the store it seems like I have to wait before being able to purchase something. Then if I have a question, the salesperson always has to disappear for 5-10 minutes get an answer. Every visit just takes too long. Update: here I am again at the Apple Store. Wanted to buy a watch really quick and again have to wait and wait. I knew what I wanted before I came into the store. Shouldn't have to wait so long just to make a purchase. Another shopper here had the same sentiments and we commiserated on how Apple has their store philosophy so wrong. read more

Fantastic experience. When your iphone stops working it can be incredibly annoying. We went to the AT&T store first and they advised we needed to see the folks at the Genius bar. We went in with no appt on a Saturday...amazingly friendly people greeted us at the door. We were given an appointment for an hour later but then were seen within a few minutes! The phone battery failed and the issue was resolved but the staff patiently waited while my husband reset all his passwords in order to back-up the phone first. This process was at least 30 minutes- Honestly in this day and age, you rarely see this level of cheerfulness and perseverance from individuals much less all the people we interacted with there today. Well done Apple Store in Reston. read more

I was expecting a long wait during the holidays but as I walked in, I was being helped immediately. The customer service was outstanding and they were very detailed explaining my questions about iPhone 7 and 8. I walked out with 8 plus! The overall vibe at this store is great. I am definitely looking forward to returning! read more

One horrid customer service experience is all about this store. No wonder why this particular store persistently has a 3.5 rating on google and 3 stars on yelp, and for an apple product. The representative, Keith, was at his lowest point in his customer service sales career when he continued disrespecting my wife and daughter. Arguing with them about everything they were inquiring about. My wife & daughter went in for a known iOS issue on a phone that still has warranty on it. Keith rudely explained why we should buy another one, while he knew from the beginning we were in for a valid warranty known issue. What a great representation of the Apple brand. I wonder what corporate has to say about our experience and the case we will open with them. Hiring such unprofessional staff member who can not take objection well and couldn't hold himself properly while talking to two females. Using words like "... do not put words in my mouth", or ".... well everyone here in this store paid a lot of money for our products" or "... I can not help here you, I don't know, you have to go to corporate to fix your problems...." We are at an apple store? right? isn't that a representation of corporate? For some reason Keith thinks that his attitude is proper and he has the right to speak down to my wife and daughter while they inquire about options to address a phone issue cause by an IOS problem (and under warranty) What a negative attitude experience we had.... read more

I was just there today to resolve a locked phone and purchase of a new device. Jordan was helping us with the purchase and was very kind and efficient. We were zapped to meet the rudest manager. They have a new system of charging you for the gift card that they are giving it to u for free. it's the lack of courtesy and rudeness on behalf of the manager that shocked me. Never had that happen to us before . read more

Long wait for tech support, still giving 5 stars for excellent service. I spoke to half a dozen employees on the floor while I was killing time to get my iPhone repaired (unreliable charger connection) and most of them seemed very competent and helpful, save one guy who was trying really hard, but seemed nervous and a little awkward. THE IMPORTANT PART: after my 2 hour wait (brutal, but I get it; supply and demand), I was greeted by Adam, the genius tech support guy. He checked in with me, showed me the issue, and went to the back to fix in in under a minute. He was back out in two minutes, having not only fixed the issue (lint/debris blocking the connection) but mentioned other ports might experience the same issue, and cleared the other ports as well. I should mention he did all this WHILE HELPING SOMEONE ELSE. This dude is great at what he does, very personable too. The long wait was a little annoying, but nothing beats solid service and personable staff. 5/5, would stuff lint in phone again read more

Love the brand and products, but horrible service. Called Apple Support (they were very patient and helpful) to schedule an appointment to get my battery replaced for my iPhone 6s. Made an appointment at 6PM one Saturday. They told me to come in 10 minutes early, and I did. They sat me down at the Genius Bar, waited for about 20 minutes for someone to finally come to me about my problem. Just for a normal battery replacement. They said they might have to replace my screen, but they were confident that they could replace my screen without breaking it even more. They said my phone would be ready by 9PM that Saturday night, but he also said it could be done by 8:45. Came back to the store at 8:45 that night, waited until 9:15 (after the store closed). Asked someone right when I got there if they had to replace my screen, and she continued to help out other customers... 15 minutes later she asked me AGAIN for my last name for the phone pickup. And not until 9:15 did someone come up to me and informed me about my unfinished phone. They told me they weren't finished they needed to calibrate it, and calibrating could take up to 2 hours... if they still needed to do that, then they shouldn't have made me wait all this time. They told me to come in the morning when the store opened (11AM) and it would be ready. What else was I going to do if they opened my phone already and they were in the process of fixing it. Got there before the store opened, someone at the door was tending to the waiting customers outside. Store opened, got in and told them I was picking up my phone. Waited 20 minutes again because it was STILL calibrating. Finally got my phone. Paid about $188 for everything, when they said they were confident in opening my phone up without breaking my screen. In the end, they replaced my screen ($149) and replaced my battery ($28). But then as I was using my phone, noticed the finger print home button recognition wasn't working at all. Tried to restart and restore my phone. Still doesn't work. Had to call Apple support again to schedule another appointment to fix the home button finger print. If I paid this much for everything (even when I can fix my own phone screen for $40 myself) my finger print home button should be working... Dreading my upcoming appointment, and on the fence about purchasing an iPhone X nebecause of this. read more

Busy location, but staff is knowledgeable and helpful. It is best to go onsite rather than try to work through customer support. They were pretty efficient on performing a battery replacement. Parking is ample in the paid lots, although the RestonTownCenter app is a bit intrusive. It would be nice if the store would validate parking somehow. read more

I have stopped at this Location twice before yesterday 11/9/17. Both previous time I've had a Really bad experienced. I've walked out irritated and angry. The store manager has called to apologize for last time service. Let's get one thing straight.... if I'm paying $1k for a phone, I expect the customer service to be excellent. Apple, the brand stand for luxury. i expect that if i have an Apple phone, no matter what store i stop in, l get that friendly, excellent service. NOT the case at this location. Until I stopped by yesterday morning. I was helped by Johnnie. He was incredibly nice and helpful. He has changed my rating for the location from 1 star to 3 stars. Super friendly and very knowledgeable. Thank you Johnnie again. read more

Really great experience! I went in for a display issue on my iPhone and they were able to help quickly and efficiently. The staff was amazing from the check in employees to the techs. Everyone was very helpful and kind. Highly recommend :) read more

Giving this place a star is one too many!! Worst establishment I have ever walked into! I was absolutely stunned by how I was treated! After calling first and being told I could come on in to purchase a new phone, I drove an hour to walk in the door where I was rudely stopped by a lady who proceeded to point to the door and tell me literally to get out! She told me I didn't talk to anyone and if I did they were probably in another state. Stay away from this awful store! read more

I had an excellent experience at the Genius Bar. My Apple Watch had been not working properly and I was still covered under the 1 year manufacturers contract. The staff kindly tested my device and troubleshooted for around 10-15 minutes before confirming that it was defective. The process of getting a new one shipped only took 2-3 days and you were always in the loop. Apple really does surpass every other tech companies on customer service! read more

where should i begin? i was quoted 3 days for the repair. that didn't happen. never got an update regarding the status of the repair calls customer service 4 hours later with apple customer service and a trip to the store all i got was a loaner with equivalent memory size and a longer wait for phone repair. they ended up just swapping out my phone. then i read the work order. work order was not even the one for my phone. read more

Apple - Computers Near Me - Reston, Virginia

Yes, parking is an issue during the week, and yes the crowds exist. I have never been an Apple fan until this weekend. I brought my iPad in to exchange it for one with a GPS. I'll say I don't like Apple's policy of not including the GPS chip always, but I can't blame this store for that. Even though the store was full of customers, I was helped in less than a minute. It is run like a fine-tuned clock. It is truly amazing to see, and even more so to experience. Rebecca really went above and beyond to exchange my iPad and did it with no hassle at all. Take any problem you have with your device and they will fix it. That kind of service deserves 5 stars in my opinion. read more

Worst customer service ever.Wanted to buy an item and they said make an appointment or get it on line.Store was empty.

My family and I have been long time Apple customers-- and the take-away of this review is that my experience at the Reston Town Center Apple was so poor that I question whether I will continue to use Apple products once my cell phone phases out. Unlike at other Apple stores where I've had only positive experiences, the RTC Apple seems to be riddled with dense, demeaning, and (unfortunately enough) culturally insensitive employees. A month after I purchased my iPhone 7+, my screen cracked upon falling out of my baby's stroller. Amex said this would be covered by their accidental damage warranty, if I could get paperwork from the vendor citing the price of the fix. I was fortunate that my wonderful father volunteered to take my phone in for me-- a true gift to an exhausted first time mom already bemoaning the sad fate of a brand-spankin' new phone, and trying to otherwise handle a very energetic 4 month old! My father came back wth a piece of paper that listed the wrong name, which I would not be able to use for Amex. My father kindly returned to the store to have the employees list my name, but not only did they refuse because they didn't want to take the time to open a new incident report, they also talked down to him as if all of this was his fault. I called the manager who ALSO did nothing to fix the faulty paperwork. I have very low regard for this store: I will not use it again, and I certainly will not recommend it to anyone. read more

Stopped by the store without an appt today for my Apple Watch. This was my second time taking my Apple Watch series 4 since June 2019 for the same issue. The first time they sent it to an Apple repair facility and could not replicate the problem. A few days later same issue occurred. The Apple Watch is not functioning so useless. Today the person who checked my in said they had no walk in appts. I told her this was my second time coming in for my Apple Watch for the same issue and it would be nice just to drop it off. She was able to get a manager to speak with me. The manager said they can schedule an Apple advisor to call me and have them send me a prepaid envelope. I told her I could wait and she said they could not help me. I was not satisfied with this response as they could have just reviewed the previous ticket and take the Watch and send it for me as they did before. The manager who was not busy in my opinion had the opportunity to go above and beyond and choose not to. I am a loyal Apple customer who has had 4 iPhone models, 3 sets of AirPods, 2 iPads and 3 Apple watches. Apple please remember we have other options as consumers. read more

Came to this Apple Store during their studio hour. This is created for people like me that need some guidance doing rather simple things in Pages. (Word document). I was putting shapes in a document and needed to know how to move them as a group. Seemed pretty simple, but apparently not. My studio adviser and as he called himself "creative", although very friendly, was clueless! After trying to figure it out, called the other "creative". The new guy looked at it and gave me some BS about rending and layers, trying to make himself sound knowledgable, yet even I knew that wasn't it because there were no layers. When I called BS, he said; "Well I don't know then." And walked away. Seriously, why did I drive in an hour traffic, wait until it opened and sit in a freezing store if they have poorly trained people that are learning as they go. As I write this my "creative" helper is still on my computer still trying to figure out something that was relatively simple. MANAGER, train your people. I will not be back. read more

My wife's 2 day IPhone 13 pro phone was heating up we went to the store THREE times.the rudest and nastiest representative I have every seen in my life. She gave us zero acknowledgement, talked over us and didn't even give us a chance to explain the problems. When I asked for her manager she told me she will call security.It's almost like her daddy owned the store or something. She ended up looking like the idiot. After her manager replaced the phone because of an OBVIOUS problem that my pregnant wife went to THREE times. This employees is not fit to run a McDonald's drive thru let alone work at apple. I will never come back to this store again and frankly speaking it will be my last IPhone.25 years spending hundreds of thousands of dollars and we get treated like criminals for a simple exchange. read more

Terrible Customer Service. I am consistently shocked at how rude and unhelpful the sales staff is at this Apple Store, even though the Genius Bar associates are typically way above average in being both helpful and smart. Unfortunately we had two poor experiences here midday and evening so it is not a single employee or team. Tonight, it became clear that the bad attitude begins with the management. After being treated disrespectfully by a smug sales rep who told us (after a long wait to pick up our online order) that we were just going to have to show more patience if we wanted to get our product tonight, I spoke to the manager -- turns out she is equally arrogant and dismissive. Yes, Apple delivers a great product but that store is the worst. read more

I went to this store to buy an Apple TV device - and also to check out the new Ipad mini and Ipods. I specifically went out of my way (there are two Apple stores in Arlington where I live) - because I thought this store may have been a bit more unhurried. I was wrong. Like many of the other reviewers posted before me, I found the customer service here severely lacking. I dealt with a woman named Trish who I later found out is a manager in the store. When I first met her, she was talking to other Apple employees - all of whom seemed a bit too busy to be bothered with me. I was able to get her one on one to ask her some technical questions about the product I was about to buy. I found her attitude to be somewhat dismissive, condescending, and generally not what you'd want from anyone working in customer service - particularly someone in management in this field. I love Apple products. I understand that these stores are - quite a few times - very busy and full of people (particularly kids) playing around with these devices. But, why have stores like these if you have people who treat customers with questions and issues dismissively and with attitude? It seems like this store has this issue - look at prior reviews here. It doesn't matter if you make the best product in the world, if you have lousy customer service it will eventually catch up with you. Someone else will make it better and with better customer service. Again, I hope Apple addresses the issue. I love these products and the stock has treated me well too! read more

Blah. You have to do everything the Apple way! They will cancel your apportionment if you are more than 10 minutes late I was told when I arrived 5 minutes late. Sorry apple gods, parking was horrible. After my lecture about being late I sat down and waited about 30 minutes past my appointment time for someone to try to help me with our phone. They of course did not. read more

This was a terrible experience. Now, I love all things apple don't get me wrong. But the Genius Bar set up needs work. I made the appointment days before like you are supposed to. Once I got to the store I checked in like I was supposed to. My phone told me they would send an alert when they were ready for me. My appointment time comes and goes and I get nothing. 10 minutes after my appt time I go ask them what the deal was. They had already moved on to the next person Beyond angry I tell them I never received a alert. And all he could say was 'ahhh yeaaaa'. WHAT IS THAT SUPPOSED TO MEAN??!?!? I'm sitting here waiting patiently and you just skip me over!!!! Apple has some amazing products, some absolutely terrible customer service. read more

I've been here a few times now, but last night will be my last time. Why do I bother making an appointment if I'm going to have to wait for a half hour anyway? Not to mention the check-in process is just asinine- you check-in with one person at the front, then hope they actually pay attention to the check-in and actually find you to help you out, instead of chatting with their apple buddies. In addition, the attitude of the staff and service are just plain miserable. Arrogant, stuck-up, and just plain rude all come to mind. I've been to several other apple stores in the area, and this one is by far the worst all around. read more

First of all, I will state up front that I am a HUGE Apple fan. My family has 5 iPhones, 2 iPads, an iMac, a Macbook Pro, an Mac Air, Apple TV, and ipod NANO and several minis. In fact, I was going to buy another nano when this entire charade occurred. I would avoid this store for both purchases and especially warranty service. They do not stand behind thier product and make bogus excuses for not honoring the warranty. A few months ago, I purchased an iPhone from this store. After a few weeks use, the phone stopped playing sound through the applications such as youtube, Pandora, and iTunes. The phone would still ring and give me the chimes when an email message arrived for example, but it would not play music or any sound via Applications. In fact, the actual button that you use to choose if your sound goes through a docking station, the speakers, or a bluetooth device DISAPPEARED. When brought the phone in the first time, the technician said it looked like the phone had gotten water damage. I mentioned the phone had never been exposed to any water other than the humidity in the air and perhaps sweat that went from my earbuds to the input jack. He replaced the phone with what I assume is a refurbished phone. Fast forward 2 months. The exact SAME THING happened again. The phone worked perfectly except for the sound (device selector button disappeared). This time, again, they took my phone in the back and did an inspection. Can you guess? "Water Damage". Could be humidity said the manager. Now this is simply ludicrous. Replace the phone please. Spoke with the manager (Karen), and she played hard ball. The technician was correct. I tried explaining that the phone had no other issues, and this was clearly a software problem and the phone never contacted water. The technician tried showing me a "red" area in the doc port, but I couldn't see anything remotely red. So now I am left with escalating it to the Regional Manager and the Corporate office. We'll see how it turns out. If I felt the phone had truly come in contact with water, and this was causing the problem, I could live with the outcome, but I protect and treat the phone perfectly, and this is logically a NOT a water problem, but a software bug. In any event, I didn't mean to be so long winded about the issue, but rather wanted to highlight that I will never do business with this Apple store (Reston) again. Not only did I not agree with the decisions, I didn't appreciate being treated rudely and they stonewalled me on getting the regional managers name--it took 3 callbacks to finally get that information (a name, and address). WIth that said, I'm a HUGE Apple fan and own dozens of their products and services. read more

Went inside this morning with appointment to fix my iPad, battery won't charge. After check in and waited a few mins, the genius bar technical came in and asked a few question, then offer to replaced the new one for me, that a surprise, I've been using this new iPad over a month. Everything's done in 10 mins since My 1st step at the front door , fast, excellent service. read more

I recently purchased the iPhone 4 through apple.com. Fast, easy transaction with no hassle on delivery or activation. I wish I had the same experience at the Reston Apple Store. I went to the store to pick up a bumper case. Sold out. Ok not a surprise. So I called the next day and they said again they were sold out but since new shipments come in each day, I was told to come by at 10am on Saturday morning to get one. 955am I arrive at the store and the service person said that I was misinformed about bumpers being available. They do in fact get new shipments but they don't know what's in them and they don't even open the boxes until the afternoon... so come again. Disappointed in the fact I was given wrong info and wasted yet another trip out there. Plus, the service folks were not too helpful by saying "sorry, come again." They wouldn't let me pre-purchase or even check the other stores for me. All they could say is "sorry, come again." Isn't Apple known for great customer service? If so, they sure forgot about service ethic that day. read more