I set up two appointments back to back at the Genius Bar. Who is the Genius that setup that software? We sat at a table for half an hour past the first appointment time. I noticed a woman come in and got waited on in five minutes. I interrupted her to ask how long she had been waiting. She said she just had just walked in and they waited on her right away. We had 2 iPhone6 Plus phones with cameras that "suspiciously" stopped working at the exact same time after another software update from Apple. We spoke to the store manager who told us the recall ended 5 months ago to repair the phones for free. For $120 he could fix our two phones. Apple is running a scam so deep no one can prove anything. What a total waste of a beautiful Sunday. I hope Apple goes under. read more

Thankfully I don't have to go here to often but when I do I'm always so impressed. The greeting is always friendly, and the Genius guys are fantastic. I had to wait a bit for my repair, not a problem, as I sat in the seating area of the mall. I'm very impressed at the amount of traffic this store handles. Great Job Guys.... read more

Thanks Mike you got me back on track with my i phone 5. I was impressed with your ability to multi task and help 3 people at once.

I paid 35.00 for a defective cord and had a receipt of purchase and they refused to do anything to replace the product!! Don't spend your money here... read more

I purchased the new iPhone at the Apple store in Solomon Pond Mall. I paid cash for the device, however, my sales person said that Apple was requiring my credit card to "complete the transaction." I provided my card to finish the transaction and get out of the store. Yes, I should have asked for more information as to why they required a credit card on a cash transaction, but I didn't. When I got home and looked at the emailed receipt, I found out why. The service representative, Ritchie, charged me for the Apple Care service. Not only had I not signed up for Apple Care, but we never even discussed it. I immediately contacted Apple support and they said they would credit my account, but this doesn't erase the shady practice, which has tainted my experience and I will not visit that store again. read more

Visited the "Genius Bar" to have the battery changes on my 6s iPhone. They took my phone at appointment time 6:10 pm and said that it would be done by 8 pm. My husband and I went to Bertucci's fo dinner and returned before 7:30 pm. Since we had separate cars, my husband left thinking I would be home before 9 pm. I took a class for ipad drawing. The instructor checks on my phone at 8 pm and it is brought out. I am told by an unnamed clerk (they need to add nametags to the signature uniform). He tells me due to some backlight issues they are giving me a new phone and starts the process to update the new phone. As they all do, he tells me he has to work with another customer. So I wait, I see her leave and wait 10 minutes more before approaching a manager on duty and tell him my phone is not done but, the clerk left. He suggests I wait for the next update before I leave so, I wait another 30 minutes. It is now 9:10 pm and I want to get home so, I leave the closing store with a non-working phone. I get home and over the next few days completed the updates and figured out how to download my apps. I do the survey explaining this. Then the manager Jamal, calls me to "discuss" what happened. He thanks me for the feedback and says it helped him and the worker to discuss this how this happened and now he understood. He repeated this again and offered to have me come in again (no thank you.) No apology, no real offer of correction just a BS phone call explaining that other things were happening. He was fine with sending an older person home after the mall closed, with a non-working phone at 9:10 PM. Definitely not good customer care or service. read more

For years and years now, the Apple store has been one of the places that I have received the most personalized service with and the most help ever. Even though I like having all of the knowledge I need to use technology, there are those times when something doesn't work correctly or you'll need the Apple Store. It's just sort of unassumingly a place you'll end up visiting at least a few times if you have bought a Mac, iPhone, iPad, iPod or other Apple product. For anything from a malfunction, a question, or need for any of your devices the Apple store is around to help (or if you are looking to buy a new Apple product). This store is rather new and located in the Solomon Pond Mall in Marlborough, on the first floor. It hasn't been here for too long, and for the record, is the least busy Apple store known to Earth! It's modern, new, and a good size for a regular store. Good selection of products and tons and tons of displays of all the new Apple products out to enhance the style of the store and make people even more anxious about buying new products. I, for one, have always enjoyed Apple's products in total, and have had barley any conflictions with things that I have bought from them. However, when there is an issue that I cannot figure out (and I can almost figure out anything), I make an appointment with the Genius Bar and scoot to the closest store. I live sort of far away from this mall, so I don't come to this one all that frequently, however, they have the most openings, so I did in fact drive all the way to Marlborough to visit this store (I was going to be in the area anyway..... but it was still a few minutes off the beaten path!). Staff are friendly, and better yet, consistently on schedule for Genius Bar meetings. Parking is easy to find and getting in and out of the mall is never an issue. read more

I visited the Apple Store at Solomon Pond mall several times over the past year - and I have to say, the service I received there, every single time, was nothing short of excellent. The staff members are as exceedingly helpful as they are friendly. I always got the service I needed in a timely fashion. I honestly felt like I was being treated like a multi-billion dollar corporation instead of an average consumer at that Apple Store. The store is often very busy, yet there's always someone to greet you as you walk in and ask you if you need help. If you're waiting for assistance after you've been given an ETA, someone will always ask you if you're been helped or have any questions while you wait. I will admit to have not used them for repairs for my Apple Equipment, so I can't comment for other Yelpers who posted negative comments on repair jobs. I will however say that as far as service & sales go, the Apple Store at Solomon Pond all is fantastic. read more

I ordered a new battery for my phone since none were in stock. I was told it would be 2 weeks and they would call me when it's in. I completely forgot about the order and 4 weeks found myself at the mall with no phone call asking about my battery. It apparently came in a week ago but no one was doing their job and calling. Brought phone in for a battery replacement. I was told it would be an hour, so I leave and come back after an hour. I ask 4 different employees about my phone, they all walked into the back room "to get it" and I never see any of them again. Someone finally tells me it'll be another half hour. So I wait in the back of the store where everyone else is waiting. 45 minutes go by and nothing so I talk to yet another person. They go into the back room and come out saying they tried calling my name but I never responded. Which was a lie because I was sitting there where they walk out the entire time. I never see that employee again and still no phone. I get another person who walks back grabs my phone and gives it to me and says it's been done for a while now. So every employee that walked back there for my phone and disappeared must have had their eyes closed. Honestly the absolute worst customer service I've ever seen in my life. A replacement that was supposed to take an hour took 3 hours. Concord the battery because of their ignorance. If I could give 0 stars I would. read more

Very good experience. Purchased the Apple Watch Nike 4 series for my daughters graduation. 2 weeks the watch went defunked. Excellent support from online making an appt in store. Arrived at store , immediate contact with greeter, he put us in line sooner than our schedule. Tech support rep super friendly and knowledgable. Watch under warranty but required to be shipped to repair division. Requested to swap watch out directly for new one-- tech rep and manager agreed to do direct swap. Thank you to the Store Manager, very good customer focus satisfaction and the Tech Rep that assisted. Yes, store was crowded and busy but all seemed to be supported and taken care of. Thank You for an excellent experience. Location Solomon Pond Mall. read more

Made an appointment to drop my phone off for Saturday afternoon-obviously made an appointment, because I figure the weekends would be busy. Can't drop my phone off for another 45 minutes-absolutely ridiculous-for a company that prides himself is on customer service and customer experience, really disappointing. Guess I'll make another appointment and drive another half an hour each way to drop my phone up some other time. Thanks for the absolute lack of service Apple. Maybe I'll try an Android next time. read more

So I came in after Apple spent 4 days of calls on it. My AirPods aren't working, no big deal. I Had to suggest a Apple store visit because they kept having me just do the same thing from 8 different technicians. So I had a appointment at 12:55, this place is half empty. It's 1:30... still no one to help me? The 4 people who checked in after me got someone already but they can't find me somebody? Selective service I guess. Surprised my first time to the Apple store closest to my house was so poorly handled. Also in the 4 days of calls they sent emails claiming to have tried to call me but no calls in the log. I reached out and they just kept bringing me back to day 1 step 1, rather than move forward to other solutions. read more

First time dealing with them yesterday - went it without appointment because I could not get one until Thursday! (-1/2 point) - went to Best Buy and they told me to go over anyway and I would probably get in. After about 15 minutes Juan met with us. Juan was so professional nice I could not have been happier. He was very patient and personable. We left the phone and went back to pick it up later in the day - again great service - woman I checked in with said about 10 minutes wait but it was more like 1 and 1/2 minutes - all the employees I had contact with were super friendly! read more

The worst retail experience ever. For iPhone 6s, there is an Apple program for FREE battery replacement. On the Apple support page, you enter in serial number and it tells you if your phone is eligible or not. mine was eligible, made an appt. went the store, Drew says my phone is older than 3 years so I have to pay $29, but then I searched my email and found my electronic receipt dated about a year ago (from Solomon Pond Store) no less. Once I informed them they were wrong about the purchase date, after getting shifted to another store employee, this guy smugly tells me that if the battery is greater than 80% capacity, you have to pay no matter that the website says its eligible. This is just made up nonsense that is not written anywhere on Apple site. Simply not true. After making me wait a total of over 2 hours from my original appt time and arguing with this staff the whole time, they agreed I was right and replaced the battery for FREE. Never again, will avoid this store and drive a little further out. This is not the only bad experience I have had at this store. read more

tHIS STORE IS HORRIBLE. I went there 3 times to have someone take a look at my phone. 1st time 3 hour wait. I had somewhere to be. 2nd time 3 hour wait. Made an appointment. Went back again, in traffic, made it there 20 mins later. They told us we had to get back in line 1 1/2 to 2 hour wait. The system is a joke. wasted 2 hours of my time driving back & forth. NEVER USE THIS STORE unless time isn't valuable to you. read more

I would avoid the Apple store in solomon pond mall for repairs. They repaired my iphone6 screen, but it started causing problems right beyond the 90 day warranty window. Pretty shoddy repair work. read more

Made an appointment to have the batteries replaced on two ipods. I checked in and was called on time. The technician looked up my ipods in the Apple database. He checked the status of the batteries. Then proceeded to tell me you can not change batteries on ipods ! WHAT ? It took me 1 hour to drive one way to that store. With the drive, my wait time and service time, I wasted three hours that day. Very poor business practice. read more

There is no better company for customer support than any Apple Store or Apple phone support. No matter what the issue, no matter how long they need to take to solve the issue, they stay with you until the issue is resolved. I have been an Apple user since 1984 and have never been disappointed with any Apple representative's support. Worth the extra money to pay for an Apple product! read more

The techs at this store saved the day. My son's earphone jack got stuck in his iPad. I tried to get it out, but couldn't. I took it to the Apple store at Solomon Pond. I was worried that they would say it couldn't be fixed, which would have caused a 9-year-old meltdown. I told this to the tech. They took it, and before I could do any shopping, they had it fixed!!!! Bless all of you who helped me out today! I should post my son's smile when I brought it home! read more

I went to the store because my phone was having some issues. Bryan was there to help us and showed great knowledge and expertise about the product while figuring out what the issue was. Not only did he identify it and walk us through the next steps, but he also gave us advice on how to prevent the issues from happening again. read more