Just finished up an appointment at this Apple Center. From start to finish it was a wonderful experience. Their COVID procedures and protocols are out of this world, separating lines based on appointment type and customer needs, sanitization, and masking up. Every person I encountered was friendly, eager to help, and following said protocols. When I was called back to meet with an associate, Felix, could not have been more knowledgeable, personable, and informative. He answered any and all questions I had during the process of ordering, and insured I understood the breakdown of price and device mechanisms. During my visit with him he was approached by a previous customer who was upset about the fact that the product she had attempted to get earlier was no longer available. Felix handled this with grace and some the best customer service control I've ever seen. He was kind, respectful, and informative about the policies at Apple and this center, and remained as such when the customer got aggressive with him. He handled the situation absolutely perfectly, while still maintaining a high level of customer service with the purchases I was making at the same time. Felix was absolutely wonderful, thank you so much! read more

Hit and miss... This seems to be the most consistently inconsistent Apple Store I've ever been in. Customer service is either stellar, or subpar. I've had good experiences when I make purchases or have had paid repairs done here, but when I'm asking for information they always seem to refer to the website. I was in yesterday evening asking a few simple questions, but the greeter wasn't really interested, and I'm assuming this was because it was the end of her shift as I saw her exit the store at the end of my visit. I also noticed several employees excessively using their personal phones while customers (myself included) were waiting to be assisted. Once I received help, things took a turn for the better though. read more

My daughter went in after a water spill and got her computer started back up and was told there was no damage but her computer wouldn't work any longer. When she went back in the apple genius insisted that the policy is to destroy and send back all replaced equipment. They wouldn't relinquish the hard drive to her to recover elsewhere! Then I told her to purchase another computer and I would give her my credit card information...They wouldn't process that either without seeing me but their suggestion was to purchase an apple gift card for the exact amount and email that to her...As if somehow that is more secure. Wouldn't they need to see my face and gift card for that also! Geez can you possibly make it any harder to use and purchase your products! Stupid policies cause customers to walk away! read more

Worst customer service. They are slow and not helpful at all. I got a text that I needed to come back to the store because I would be helped soon. It was another 30-40 minutes before I was helped. Not one person came to ask if they could help me as I stood in one spot. I would recommend making the trip to the woodland mall in GR. It's an extra hour, but loads better service. Apple is losing touch with it's customer service read more

I have been in the store a number of times, and received fast accurate help with my new iPhone I had purchased there (unlocked), an iMac I ordered online returned and accepted immediately and refunded fully, went to an appointment a day early by mistake, and was seen with a short wait of 20 min. I was helped twice by the intake person who solved both of my problems on the spot. Overall, very pleased.. read more

I had an excellent experience on March 26, 2016. While it was extremely busy with people waiting for service, I only had to wait five minutes after my appointment time to see a tech. He was friendly, knowledgable and resolved my problem exactly as I had hoped for. He was also more than willing to discuss a few other questions I had that weren't related to my service issue and even asked if I had anything else I wanted to ask before wrapping up the appointment. I've told everyone what a great experience it was for a situation that could have been stressful. read more

bad experience, maybe it was just alex and the manager i spoke with that are horrible.. i won't be going back!

Most employees aren't knowledgable about the products outside of what you learn online. I did TONS of research on Macs while deciding between a 21 & 27. Went in there with a few "geeky" questions, left there probably worse off. They just showed me how to build a Mac online (which I can do from home or even on my phone), the costs, and pushed me to buy it. When I got the hint they didn't know what they were doing, I'd ask a question, like, "what is RAM?" They just read what was on the screen. "If I get 16gb instead of 8gb, does it literally double it?" They answered "well obviously" which isn't at all the case. So incredibly dissapointed. Just a bunch of hired worker bees. Went to Best Buy, talked to their ridiculously awesome Apple employee for 45 minutes, left there with a better machine for less than money than what I was going to get originally at this location. Ridiculous. read more

I was having trouble with a password on my iPad. I took it to the Apple Store. I was met at the door by two techs. One of them , Allie, (not sure of the spelling) took me to a work station and patiently with good humor, worked it out. This is my second visit to this store and I am impressed. read more

I had two appointments at the Genius Bar, i showed up 30 minutes early and the were able to see me early for both appointments. Dylan and Taylor were awesome! read more

I had the one of the best experiences at the Eastwood Apple store today. I had an appointment with the genius bar, arrived on time and was helped immediately. The woman assisting me was not only helpful, but extremely kind and efficient. She was very knowledgeable about the steps to take to try and fix my phone. Ultimately the phone was too far gone to be fixed and I was able to get a brand new iPhone 7 replacement. Definitely will be coming back for any further problems I have with my Apple products. read more

Me and my husband were looking for IPhone 7+. This was in the first week it was released. We went there on couple of days but they never had it in stock and they would never know when they would get new shipment. We were frustrated but two representatives Emily and Lama, took efforts to search availability in hereby stores and reserved one for us in a store in Troy, MI. They went out of the way to ensure that we complete our reservation when they could easily tell us that we can do this online. They stayed with us till all the procedure was complete and we got email with reservation number. Such employees are rare. read more

Service is ridiculous at this place. They have business hours but you have to be there 1.5 hours before they close to get help. What's the point of advertising your hours. Phones 7 months old and had to bring back twice now to get it to charge and for speaker issues. Love my iPhone 7...NOT! read more

Absolutely fantastic service and support while dealing with a very frustrating situation. Top to bottom, both management and staff are top notch, quality people. Earned our business hands down. read more

Maybe it's just because I've had such great service at all other Apple stores but this place leaves a lot to be desired when it comes to customer service. The appt's run behind and it's like once it's your turn they can't wait to get rid of you. I've been given false information and when I called them on it they got very defensive and started shifting their answers. All in all, if you have to just buy something I'm sure it's fine, but if you want good service continue to make the drive to Grand Rapids or Detroit where you can get the usual Apple experience. read more

Got an iPhone rose gold se, no problem. Got in, lady asked me what I want, asked for it, paid for it, quick and easy. Customer service is great! Thanks! read more

Extremely impressed by this store. They were right on schedule and did everything they could to make it as positive experience for me. They really went above and beyond to fix my Mac. read more

The staff here were extraordinarily helpful, and assured that my every need was taken care of. They readily and happily answered each and every question that I had to the best of their knowledge. They made getting a replacement phone a delightful experience and I will return here if need be. 10/10... or in this case, 5/5. read more

I was more than impressed with the service I received at this location! I did not have an appointment but was put on the wait list. Although I waited 3 hours for help, I was able to leave and receive texts updating me. When I was seen, the guy who helped me was very professional. He shook my hand and seemed happy to help me with my issue. He found the problem within 10 seconds of looking at my computer. He was friendly and took the time to show me how to fix the problem in the future. He shook my hand at the end as well, and from a female's perspective, I greatly appreciate small gestures like that. Furthermore, I was more than happy I was even seen the same day I came in. I am a college student and VERY dependent on my laptop, so him fixing the issue saved the day. I would recommend the location to anyone! read more

Was welcomed with a worker opening the door for me into the store, quickly got to talking with the correct technician, they sat with me and answered my many questions with patience and kindness. Truly exceptional, customer service. read more

No help at all. I went in because my battery was dying, something that would take maybe a 5 minute check. They insisted that I have to do at least a 10-15 minute diagnostic which they didn't have time to help. As a full time student, I can't be out of commission without my computer and was traveling over the weekend so I had to drive to briarwood in Ann Arbor and miss class. There were no open appointments until 5 DAYS from when I went in. UNACCEPTABLE. They need more workers, or something. Need to fix this store ASAP, I will be avoiding it at all costs. read more

Great service. Was instantly greeted and helped. Seemed to be a communication mix up as I was helped by 2 techs but that's a good problem.

I came in excited and on a whim to upgrade to the new iPhone. The man that serviced me kept looking around and acted like he didn't care the entire time he was helping me. I had explained that my photos specifically were very important to me and wanted to assure that they would all make it over to my new device. He assured me if I paid more for apple icloud storage and did a backup that everything would transfer over. He then proceeded to assist for maybe 15 more mins before he decided it would be okay to erase the data on my phone as it had completed. I spent the next hour and a half waiting for things to transfer over to my phone with about no assistance. Once I asked for more help, a different guy assured me that my photos would all arrive within 24 hours. Two days later, I only received 2000/4000 photos that I had on my previous phone leaving me out of an entire years worth of memories. I then contacted apple only to be told that there was absolutely nothing they could do since it was not on a stupid icloud backup. Needless to say, this will be my last iPhone, trip to the apple store, and use of apple products. If I had a way to get out of the apple upgrade program, then I would because having this phone is now a waste to me. I thought that they were inattentive, unhelpful, and uncaring in regards to the loss of so many memories. It is unfortunate to me that a company who makes so much money off of us and tracks so much of where we are, had no way of recovering those photos or solving anything. As I said, I will be transferring everything over to google and will not put anything in apple's hands again. read more