Well- today I got THE most amazing customer service dude and dudette who resolved all problems as they were able to find the lost fedex delivery and hand me the repaired watch in the store! Much better solution...appreciate you giys!! read more

Apple Store - Happy customer - new pink band!! - Computers Near Me - Rockaway, New Jersey

Johan the "team leader" refused to give me my paid for Apple products after driving over an hour to get there then waiting in line for 15 minutes. Brought my order number and government issued ID as per Apples website but Johan with a smug face says I can't give you your items without the QR code. Never a, let me see how we can help, perhaps I can assist you, nothin! Not even a smile. Just a "you gotta call Apple customer service." And by the way, the employee in front checking you in found me and my order in his iPad. Team leader? Hopefully his team isn't following in his footsteps steps. I'll go out of my way to pick up my products from another location to avoid poor customer service. I can now see why they rate a 3.8 on Google reviews.... Perhaps Apple should update their pick up policies, see the snipe from the Apple website in the images. read more

Apple Store - Apple.com pick up policy - Computers Near Me - Rockaway, New Jersey

I'm an Apple guy (except for watches). This local shop has earned my business because the staff is well trained, low pressure, and professional. I just upgraded my laptop and the tech save me hundreds of dollars after studying what I do on my old laptop and showing me how the less expensive choice would do it all for hundreds less. Good people to be rewarded with loyal clients. Recommended read more

Apple Store - New computer ... fast! - Computers Near Me - Rockaway, New Jersey

Shout out to the Apple Store in the Rockaway Mall. We went in to purchase a gift. But also needed to charge my laptop - traveled to NJ and forgot to pack my charger. We got there around 11am on the Thursday before Christmas and they had a large number of staff working. We were greeted and offered assistance by at least 5 different employees. They lent me a charger and let me plug in and charge up, regardless of us making a purchase. Very kind and much appreciated! Meanwhile my guy looked around and made his gift purchase. The store was clean, stocked, and organized. And the staff were all genuinely helpful. Thanks again!!! read more

My husband and I visited this Apple store to check out the deals they had on their newest products. The store was crowded and there was a wait to talk to a sales two because they're were way too many customers and not enough employees to help answer questions. The store was nice and big. During the holiday rush, I fell like they should set up a console where people can check in and schedule time to talk to the staff. We checked out the products we were interested and then left. This Apple store is located next to Charlotte Russe store and across from P.F. Chang's. I would definitely stop by here again if I'm looking for Apple products. read more

I witnessed one tech dude, his name was Nick, had blonde hair and a brown beard--he was super condescending to an older woman, she claimed to have issues with her device and he completely disregarded her. At the end of his evaluation, he hits the table in front of her and tells her to "get off Facebook for her mental health, there some free advice for you". I personally found that whole interaction demeaning and rude, I would have felt uncomfortable as that woman and she looked distraught as well. All to say, People should be kinder and more patient with their clients! Thanks Nick... read more

Very poor customer service experience. Upon arrival I checked in and was told my appointment would be in one hour. He asked for my phone number and said I will be getting a text confirmation. I did not get one and he said it is OK because sometimes that happens I occupied myself for 45 minutes. Came back to check in and a different representative told me my appointment was at 6 PM. Obviously frustrated I said to him, I was told 4 PM he apologizedand I said OK. I will come back at 6 PM to which he replied. Please do not because we close at 6 PM. Unfortunately, I canceled the appointment completely and now I have to move something else around to accommodate this task. I think the most frustrating part is when you get poor service from a brand you are so invested in that you just "have to deal with it". Lesson. Don't leave without the confirmation. read more

I do not understand the negative reviews here... well, maybe I do considering some of the problems I heard about while waiting in between talking to service like one person with iPad troubles that somehow included the fact that the iPad was still being managed by the school that it came from. Anyway... Yes, you need (well, not *need* but it is certainly a good idea) an appointment at the Genius Bar for service. I was helping someone with a new iPhone 12 Pro that had cellular errors. Enough to effectively brick the phone in a shutdown only option loop after trying to do a complete factory restore. Somehow they got it in diagnostic mode in the back room and concluded the back of the phone needed to be replaced. This was great news since the only other option would be to send it out for service if they could not diagnose it on site. Then, about ten minutes later than the one-hour estimate we had a working phone back and walked out 100% happy. read more

made an appointment to drop off a mac and showed up and they sat me down and left me alone for like 20 minutes. while 10 random staff members just chatted in the front of the store. I assume they're waiting for their own appointments but this gives off the impression that I'm being ignored and the terrible mall wifi doesnt allow me to use my phone to pass the time. after the guy showed up it went well he was respectful awnsered my questions and took the mac off my hands. i mean it went fine but with so many people twiddling their thumbs while I waited it makes me wonder why I even needed an appointment read more

Very unprofessional and rude staff. Need to change the entire staff with good customer service and attitude towards any race, & age.

Just had the most amazing experience at the Apple Store. Had to go to the store to get my phone fixed after dropping my phone thank God for AppleCare was able to get a new phone for a minimal charge. Experience was great but what was amazing and I mean amazing was while waiting. I looked at their new Vision Pro goggles and asked if I could use one the Apple genius as I like to call them said they would do one better and demo one for me the experience was I don't think I can put it into words, it was surreal. I have never experienced something like that before. if this is the future and clearly it is, we are in for the time of our lives. This changes everything the way you look at pictures the way you interact with your computer watching a movie. It was something that cannot be topped. read more

Terrible customer service from the rep who was assigned to me. Bad attitude, impatient with any questions asked, pretty rude altogether. I recommend you shop at another store read more

This location embodies all of the products and services Apple Inc has to offer. The customer experience upon entering is decent....with one capture rep to confirm an appointment or add you to the list as a walk in. Their waiting areas are designated appropriately as well. Wait times vary....but are way too long for those with appointments and/or if you are there to pickup from an online order. Also, the roaming manager(s) hovering over their members during closing sales can be improved. read more

The store is busy but well organized. All the employees were easily recognizable by their shirts. I had to get the screen repaired on my phone. The process was quick and did not take a lot of time. They move a lot of people through this store. The employees were helpful and efficient. It is what I would expect from an Apple store. Nothing more, nothing less. Payment was quick and effortless. read more

I received the most outstanding customer service at this Apple location. Epiphania was extremely helpful and caring. She answered all our questions, had the upmost respect for us and went above and beyond. Thank you, I've never received such amazing care from an apple specialist! read more

We visited the Apple store at Rockaway mall the other day. After reading some negative reviews, I was nervous!! There was no need for worry!! We arrived about 10 minutes early for our appointment and were taken within 5 minutes. Our sales rep was friendly, knowledgeable and helpful. We did not feel rushed at all. Except for the fact that the item we wanted was out of stock across many states, we were very happy. We were able to get an Apple laptop for a college bound student. Happy Ending!! 4 Stars for this location!! read more

Always friendly and helpful staff. The store is clean and they have everything I want to purchase. The only reason not 5 stars is most of the staff isn't "geeky" enough and can't answer more questions beyond looking up what the website says. read more

Want to give a big Thank You to Rockaway, NJ store Tech, Joe, for helping me with an issue we had with my iPad Air4th Generation. I somehow got stuck in zoom and neither my husband or I could undo the zoom. Turns out quick 'fix" and I learned how easy some issues can be resolved. Thank you again, Joe, for your courtesy, professionalism and knowledge. *****. read more

The technician named Sergio said very false information basically lied to my face, about my laptop ,and basically told me he couldn't replace my battery because he couldn't run a diagnostic on my computer, he told me he would charge 700 for a top disc replacement and 200 for a battery that I might as well get a new computer. Completely misleading info don't trust Sergio, at the rockaway apple store.. he is either very uneducated or trying to mislead people that don't know much about computers. read more

Imagine waking into a store, grabbing your items, and going to the cashier to checkout over 30 minutes before close only for them to say they don't have enough time for you today and to order your products online. That's how my experience at the Apple store felt. They had what I was looking for in stock, I told them I knew what I wanted and I just wanted to walk out with it, and in spite of that, I needed an appointment to do so. I would have loved to spend what I had intended to here, but no amount of politeness makes having to do another trip for something I know they have here any more enticing. TL;DR The walk in process is a mess and is very frustrating for individuals who know what they want. read more

Well Morris County, this isn't your old Apple Store. In December 2012, the Apple store in Rockaway Mall shut down and relocated to another part of the mall, in a storefront that's gotta be at least 4x bigger. I couldn't believe the size of this place compared to the cramped, tiny location they were in before the move. I was in here yesterday and the employees are super helpful, the place is so bright and vibrant, and they have walls full of accessories rather than the handful in the old place. Still haven't purchased an i-Phone, but if I don't get one from work soon, I'll be buying my own... read more

Apple Store - Computers Near Me - Rockaway, New Jersey

At first I thought "what a teeny tiny Apple store!" (yes I really talk like that) then realized Apple's entire product line would fit in a mall kiosk. So for all your Apple needs this should be a fine place. Only drawback was a know-it-all Apple condescending tone from an employee I overheard explaining to a customer who wondered "why should I purchase a 32GB iphone?" the answer "Games". read more

Apple Store - Computers Near Me - Rockaway, New Jersey

I would give this store negative 0 if possibly just this week I have been there twice once with an appointment and had to wait over an hour for Assistance the second time was to pick up something that They had ordered for me to replace the item that I've only had for two months that was broken already and I was told to go have a seat and had to wait over 30 minutes to pick up my new product. Extremely unacceptable for how much money I spend there. Extremely disappointed. Not to mention the item that I picked up was not even given to me in a box and the product had 0 BATTERY. For how much myself and others spend there they really should do something to increase their customer service it truly is atrocious. read more

Made a Genius Bar appointment @ Apple Rockaway NJ waited in line an hour after my appointment, to be told no repairs, only drop offs. POST a sign! Put it on the website!! read more

Great costumer service, Josh was very helpful and patient with me. He answered all my questions in a polite respectful way, he even got me to get apple care for the first time ! the whole staff was great read more

Called on the phone and the staff was helpful but I'm disappointed in apple requiring appointments and reservations. This makes buying products a hassle. If I have to order it online and wait three weeks it kinda makes me think too much about making purchases thus saving me a ton of money. Wait is this a bad thing? read more

Worst customer service I ever experienced with Apple. Wait times for Genius bar or whatever they call it for product fix was 2.5 hours just to take a look at the phone. They give an estimate time for when they would take the phone. I came in 10 minutes early for my estimate time and this lady told me to come back another day as I did not check in when they sent the message. I could see she had the option to add me to the queue again but she refused. I asked for the manager and she said she was one of the managers and did not get the store manager. I wasted more than 3 hours for nothing. read more

Very impressive with the staff here! Kelly and Anthony go above and beyond for customers!! Definitely will be returning more and more in the future!! Keep up the good work!! read more

Staff here goes above and beyond. I live in NYC and got fed up with the poor customer service there. Not here, these guys will not only solve whatever problem you're having, even if it is complex and partly due to customer service issues in the past, they will not only make you feel heard, but make sure the issue wont happen again, or let you know how THEY can help quicker and easier next time if it does. I was one straw away from selling my apple products and switching to Surface products, purely because I thought their customer service would be more reliable than what I've experienced lately at other Apple stores- Apple Rockaway changed my mind and made me feel confident I have tech support any time I need going forward. Worth the train ride there! This store should be an example to all others. Shoutout to John, Dave, and Dylan for being so patient and professional, I came in there pretty frustrated and they immediately made me feel heard and acknowledged in my frustrations. Idk if Apple has figured out how to clone people yet, but u guys r the best!! PROS!! read more

Really bad service It's not because we live in a digital world that you have to be digital about everything. Everybody is confused. No idea who to talk to. Terrible experience :( read more

Customer service very poor at this location, they don't honor scheduled appointments, not very customer service oriented , Samsung looking better and better. Looking at reviews on this site out of 51 / 31 complain about the service / scheduling issues / wait time etc.thats over 60% saying poor customer service. Do yourself a favor stay away. read more

Super friendly staff and because were not from this area the worker we spoke to recommended a few different options for getting our repair done faster. I wish there was an Apple Store closer to where I live, but since there isn't I come to this one whenever I visit home. read more

Went in to pick up a few things and had the distinct pleasure of working with a really awesome associate named Alec. He had an incredible knowledge of all their products and I ended up buying a new iPad, iWatch and a few accessories. He was not only informative but a really nice guy and fun to chat with. Lets face it, if you're on Yelp chances are you're using a Macbook, iPad or one of their other awesome products. Even if you're not, you may just be reading this on your iPhone app. You already have the need so shouldn't the buying experience also be a pleasure? If you need anything Apple, I highly recommend their store at The Rockaway Mall. Go see Alec and tell him I sent you. You'll be more than happy you did. read more

I have had to go to this Apple Store 3 different times to exchange a defective iphone4S. Things were arranged in advance via the customer service manager line. I am a disabled woman who is not supposed to travel very far as it literally causes me pain. My first visit to exchange my first defective iPhone, the salesperson could not access the notes that informed them that it was to be a free exchange. Ultimately, it took over an hour for them to settle the issue and give me my " new" phone....which did not come in a box or have any wires with it. I spent 4 days in bed after that visit. My second visit I was 5 minutes late for my scheduled appt because I move slowly due to my disability. They claimed that because I was late my tech had moved on ( though Anyone who has gone there knows that even with an appt they usually don't even get to you for 19-20 minutes). But they said they would help me asap. I explained I had a doctors appt to get to but I could wait a bit. I waited over an hour and had to go to the doctor. Before leaving I informed the manager of the problem and even though all they needed to do was exchange a phone, she insisted all she could do us reschedule my appt for after my doc visit. I rescheduled My third visit I arrived10 minutes early. I waited 40 minutes to be helped. Finally replaced my second defective phone and was there another hour. I spent the next 7 days in bed. One week later as I sat in a hospital bed about to have surgery for breast cancer I discovered that my third phone was defective. I do not have a way to get back to the store and even if I did I can not possibly handle doing so. I have spoken with many different very polite people within the company all the way up to one of Tim Cook's assistants who handle complaints emailed to him. All I've asked us to have them replace the defective phone they gave me with a fully,properly functioning one WITHOUT hardship to me. The most recent answer has been that it's not their responsibility. They have offered to replace my 3rd defective phone IF I either: Go without my phone for up to a week(need docs to be able to reach me so that doesn't work) Have them place a hold on my credit card or bank account till I return the defective phone(I have no income due to my disability so I don't have the money to do so) Or I go to the apple store again in person (which I can't do) Beyond that they will not help me at all even though their own techs have proven the phone defective. Normally I may find something funny in my reviews and I apologize that I am so angry right now but I know the meaning of customer service, if you want to have excellent customer service then when u come across a unique situation and your product has failed, you think outside the box and fix it for your customer. You don't tell a disabled woman fighting breast cancer that the defective phone you sold them is not your problem! read more

First of all, it's an Apple store. It's hard to screw that one up. Besides Apple making great, life changing (in a good way) products they actually employ people who can assist you. These same people know what they are talking about. They don't upsell you, they don't bore you, they answer your questions and or demonstrate all the good, useful things that Apple products can do. Any of the staff members I spoke with (it's a lot of them) were nice to talk to, listened to me when I had questions and were able to answer my question or quick get someone above them that could. Unless you want to drive to Short Hills and be overwhelmed by...well any number of things that comes with a HUGE Apple store in the middle of look at me central you don't have many options if you live in this area. Just put down your non Apple product and get with it or if you already understand that Apple does make the world a better place just head over to Rockaway and have at it. read more

Horrible apple store. Extremely long waits! Waited hours for help looking at the same people also waiting for help. Not one person was helped. We walked away also with a broken phone. Close this store down before it runs the apple name!!!! read more

Bryant rocked at helping me clear out and update my old macbook pro and taught me how to properly utilize shortcuts - all within 40 minutes! Shout out to Greg, too! Thanks for helping me pick out an efficient and useful slip for my new Air. read more

Eh... This Apple Store popped up in the Rockaway Mall pretty recently and though I've been to the mall multiple times since its arrival, I haven't stopped in until this past weekend. I went there on Saturday afternoon with my friend, armed with an agenda: getting a wifi only, 32gb white iPad 2 and a pink smart cover. The store was so tiny - the tiniest Apple Store I've ever been in - and though the mall was frigid with air conditioning, the inside of the store was sweltering hot because there were sweaty little kids, obese adults, and tech-un-savvy senior citizens crammed into this tiny space. To try and hurry up and get out of there, my friend rushed up to an employee (recognizable in their bright blue polo... reminded me of the Best Buy uniform) and asked for the iPad I wanted. The employee looked confused and then said, "Oh, wait, let me get you a specialist," and hailed down some other guy who asked us what we wanted and then left to go to the stockroom to get the iPad. It took him a few minutes to come back with the iPad and a shopping bag. He started to ring up the iPad when I chimed in asking if I could also get a smart cover. I was pretty surprised that he wasn't trained to push their products. He looked a bit startled but then led us over to the smart covers, where I proceeded to pick out my pink one. The employee had a nifty little gadget that looked like an iPhone but had a barcode scanning laser thing and a credit card swiper so he was able to swipe the credit card and send the receipt via email all in a few seconds. Overall, it was a mediocre experience due to the flustered employees and the sauna-like environment of the store. I can't imagine what it would've been like if I had gone there not knowing exactly what I wanted to buy. read more

Well I recently upgraded my phone and was in and out within 30 minutes. That's the only plus. The salesman was rude and pushy. He was basically trying to tell me Verizon was ripping me off and Apple was better. Hello - Apple doesn't offer wireless so I'm stuck with Verizon. I'm not too sure what his point was but he seemed to want me to lease or pay the phone monthly. Not sure. While waiting to finish my transaction I observed another employee rolling her eyes as she walked away from a customer and another employee with the dirtiest greasy hair I've ever seen in that store. Shouldn't there be an appropriate look and behavior? read more

Although when dealing with technology issues, patience is a must - the knowledge and friendliness of the staff is excellent. When it appeared that our phone issue would not be an easy resolution due to third party insurance, they stepped up and treated us like a valued customer and did the right thing! I appreciate their efforts and will return for future purchases. Col read more