It was great!! Mario was helpful, caring and patient … I’m not good with technology, but he helped me step by step with my I phone … so nice experience… besides he helped me in Spanish, I love when I can find bilingual assistance, thank Mario, Thanks apple !!!

Amazing customer service! My husband and I came in to purchase 2 iPhones and an iPad and everyone was incredibly welcoming, kind and helpful!! Kevin is an asset to the Apple store team! He was so kind, patient and helpful when he helped us with a glitch with my husband iPhone. He was so professional and knowledgeable. Also the lady that handles pricing was amazing and helpful and another young man with the crutches, was so helpful! I just wanted to give everyone here a huge shoutout, I just greatly appreciate the amazing and caring customer service!

I felt so humiliated when I left that store I was having issues with my Apple Watch the guy who seem to get my name knew nothing about the Apple Watch he figured that I had time for him to learn how to maneuver in the programs . Maybe I’m wrong I just thought that when you go to these places to get help workers here helping you should be knowledgeable of what device they’re working on besides the fact he got frustrated because I couldn’t grasp what he was trying to tell me about the watch I don’t work for Apple I’m not that computer savvy . people like him shouldn’t be working in environments like that and if it’s something that you don’t know pass it on to someone who does because we are customers and when we come there we expect for someone to help us and be courteous to us besides the fact that our time is valuable. So I left without my issue resolved . He even tried to quietly send me home with brochures on how to fix the problem that I was having with my watch unbelievable.

Rachel was extremely patient and helpful, even though the system was down and causing issues. Had to come back another day, and she remembered me and was able to pick up where we left off without issue. Very appreciated. When I’ve been here in the past it seems like customer service can be a mixed bag, but if you find someone helpful it can be great!

I had an amazing experience at this store today. I went in truly not knowing what I wanted except that I wanted an iPhone. The gentleman assisting me -- Jonathan-- was *so* helpful and patient and I ended up with a really satisfactory purchase (the 12, rather than the 11 I was originally leaning towards). I can say with certainty that theres no way I would have felt comfortable spending that much without the level of precise and patient assistance I received from Jonathan. Everyone else I interacted with at this location was also quite lovely.

Kevin is literally the Best! He saved me from having to buy a new phone. Great customer service, very knowledgeable, very friendly. 10/10 highly recommend. I was having one of those days where everything that could go wrong, did, including my phone. He saved my life lol I’m being a bit dramatic, but he’s definitely a life saver. Thank you Kevin!

Brought a apple SE watch having problems with setting up some of the apps.We to this Apple store for help.Had a young lady that should no interest in my problem,I eventually got a young man the answered and solved my issues.I decided to upgrade to the 6.I’ll just get it from from Target and set it up myself instead going to that apple store,plus it’s $20 cheaper

Nice place. Friendly warm and inviting. Went to unlock my son tablet and Daniel did just that.

Unprofessional Customer service.We had to book a shopping session one day prior in order to buy a phone.we did so, and had an appointment the next day @7pm. We arrived there @6:45, and the guy told us that we can only check in between 7- 7-15, but he let us in.From 7 to 7-15, we approached some guys who are just standing (doing nothing) and asked them to check us in in order to buy the phone, they replied that the guy who let us in will check us in shortly.@7:20. I came to the one who let us in to check in, and he told us to wait another 15 min because there are 2 people ahead of us.Sir, my appointment was @7PM, you did not check me in at that time, you ignored me, and ask me to wait another hour maybe?45 min wasted for NOTHING.Worse Customer Service ever.

Easily scheduled my appointment online. Check-in was quick. Everyone was polite and knowledgeable. Overall a very pleasant experience.

The young lady that helped me was the best! Very accommodating. Love the experience

Ive had my MacBook Pro repaired in the past and was quite satisfied. This time I had to have an iPad Pro replaced. They took care of my issue quickly and provided excellent customer service.

They’re requiring appointments for a return and didn’t have one available for 90+ minutes from when we arrived. Online support told us to just walk in to any store to return so there’s clearly a disconnect going on.

Good in store service. Incredibly poor customer service trying to connect over the phone or the chat app.

Asked me to be in a line without asking me any question, but people came into the store directly from sides ??! I’m the only person in the line! Made an appointment with apple customer service via chat, but I was told no appointment… made a new appointment, but need to wait for two hours! White noises in my apple earphones + screen freezes + app closes itself for no reason = all because I didn’t turn off my phone for 30 mins / day ? ?? This latest iPhone max pro is expensive but their service is not professional at all.

Apple Store with an appointment. Customer Service was top notch and professionally. Technician explained all details related to issue with Apple iPad. In and out with new gadget.

5 star for wonderful, patient and competent staff. But be careful, cannot buy anything in store, only pickup. And if like me you wanted tax exemption its a huge process. I’m just going to wait for covid to be over so I can buy traditionally again.

Insanely crowded, but efficient. Checked in and seen within a few minutes of arriving. I do IT, so I was on guard for the hucklebuck. They charged nothing to assess my problem and gave me solutions.

This is a great store!!!! Ive been dealing with a problem on my wifes IPad Pro for some time. I enjoy the service at this location from the short time I was in line to when associate Alex solved all the issues GREAT JOB !!!!! Thank you Alex

Very bad customer service. We went there waiting for 10 mins past the appointment time, my friend asked them how long we should wait for and then the person in the front (Megan) said my friend was rude and quickly decided to terminate our appointment. Very disappointed. I have never had this kind of experience in other Apple stores. Our experience was similar to someone mentioned below; the number of staff in the store is way over the number of customers. I don’t feel good about paying a very premium price for bad store experience which adds nothing to the actual value of the phone.

Fast and efficient. Our associate was more than knowledgeable

Had an appt scheduled for 3pm, I arrived around 2:50. By 3:10 I hadn’t been helped nor had an associate informed me of a potential delay. I left the store at 3:10, do not waste my time. What’s the point of scheduling if you can’t follow the schedule in a timely manner?Could I have waited a bit longer? Sure.Could an associate have informed me that there was a delay and I would’ve been helped as soon as possible? YESDO NOT WASTE ANYONE’S TIME. RUN ACCORDING THE SCHEDULE THAT Y O U A L L MADE!

Came to pick up an apple watch I ordered online, very cold and unfriendly. Was clearly standing in the pick up line and wasnt even acknowledged or greeted.

Had cash, wanted to buy an Iphone. the lady on April 18th at 4:15 pm told me to come back at 5:00. I came back at 4:55. Waited until 5:09. Had a follow up conversation with her about waiting. Then was turned away from the store because another person was allowed to go in front of me even though I was waiting for all that time! Very negative/ bad experience. If other employees are asked about this event they will know the lady that the conversation is about. Out of principal I will never buy an Apple product and will recommend everyone in my sphere to buy any other brand. That is a promise!

This store was awesome they were able to resolve all of my issues. The gentleman fixed my phone problem. Thanks AT&T

Had a young lady that showed no interest in solving my problem because I wasn’t buying anything

Waste of time! Scheduled an appointment for a battery and they didnt have it. They said it will take 2-3 business days for it to arrive and yet no call or information about it.

Lol you need to make a reservation to buy a product??? How dumb.

Excellent customer service at Genius Bar. Shoutout to Keith for his patience and explaining things thoroughly!

Great Staff, solved my problem quickly and effectively. I watched them deal with a troublesome childish customer in a very polite and professional way.

I think Directors from Apple need to look into the manager at this place. He needs to be train to be polite to customers. I will write an email to the company and I hope this place will get a good customer service in the future like the one at TYSON MALL in Virginia

They fixed a problem that no T Mobile could resolve. I tried 5 stores before making the long subway ride to 🍎.

Good customer service and check out. Keep up good work!

Got in and got out! Techs know what they are doing.

Had, not been here in a while. It is a nice mall. Parking is not like some of the other $3.00 dollars for less than an hour.

Its a very clean & nice place

Very good services

Rude service. Went to buy a phone but they wont sell phone without an appointment. Worst service ever with apple........

Terrible customer service!! even with AppleCare they try to find ways to make you pay. Everytime I come here it’s an issue. They need to fire the manager here he is so bad for business. He talks to people any type of way.. I heard him ask the guy who was servicing me what does she want? And what did you tell her? so I can tell her the same thing. They tried to make me pay 400 for a phone and I have insurance. I left and call Apple (over the phone) and I got my phone for free under my insurance.. i can’t believe I almost spend 400 for nothing. They did this once before with my son’s ipad made me pay 50 dollars and it was a issues with the iPad and they tried to say it had a bend in the iPad. I had a otter box on the iPad since day one. Do not go to this location..

Ordered online, received outside the store in less than 5 minutes! Please keep this service even after Covid restrictions are lifted.

I just want to come and write this review for a member of your team! His name was Justin. Give him a raise and or a higher position. 5 stars he was beyond amazing and super helpful! I’m sure he knows who I am - I was the lady who had the disabled iPhone and I had come straight to the store after work! Anyways he’s GREAT!

The employees I spoke with were very condescending

Clean, efficient, and the staff was super helpful and friendly

I am reviewing this store because I had a good and bad experience. I arrived early for my appt so I could check in and do some other shopping. I was greeted by a very pleasant young man. He was extremely helpful for all my needs and questions. At the same time another employee (who I later found out was the manager) was very rude and aggressive towards me. I both situations I can take the blame, one being me pulling my mask down for 1 second to open my phone. We was very loud and rude. I mentioned to him at the end of my visit that even though was wrong there was not need for him to be so rough with PAYING customers. I could have taken my $3000 purchase some place else.

They love to talk and feel some kind of way.. they feel themselves too much... focus on the customers needs please... get over yourselves...

Now after 1 month is good service every thing very good

Called to make sure I could walk in was told yes but I would have to wait ok no problem. However when I got here was told sorry you need an appointment.... I get that you need an appointment but dang thats why I called FIRST, tell me then about this. Wasted 30 mins driving here.

Efficient. Prompt. Courteous.

Excellent... nothing but the best service. Monique took very good care of me. She was pleasant, and very Professional. She took my Mac Pro to the back and updated my OS and now everything is perfect.Thank you Monique she is a winner and keeper.

Terrible organization, I spent 2 weeks trying to schedule an appointment to buy a Christmas present and am currently in front of the store waiting 40 minutes for my appointment. There are 10 employees inside the store and only 2 clients. Still they say everyone outside have to wait even though it’s way past our scheduled appointment time. Will have to go home without buying the present because can’t wait for the appointment that was supposed to be 40 min ago

Woman are gorgeous.. and its extremely clean

This store has the most horrible customer service. Never ever go there for any issues. Once I had screen problem and they wanted to charge me for 400 dollars. Suddenly by luck another customer told me that he had the same problem and another store didn’t charge him as it was that model fault and I went to another store and yes he was right. They are horrible don’t waste your time there then you have to go to another store.

Do not come here, because the way they act... you will be so sorry

I was very pleased with my service! Thank you, Kevin. I went in kind of stressing over my phone not being able to receive calls, messages or anything. Kevin did everything he could to fix my phone. I ended up leaving very happy and will feel comfortable being taken care of at this location again. My appointment was originally at 4:30pm but I moved up to 2:55pm and was seen no later than 3:05pm.

Dear Apple Pentagon City,Why schedule Genius appointments knowing full well you can’t complete the required service prior to the time your store closes? No, I don’t want to leave my phone with you overnight so you can “run diagnostics” and “make sure you have the replacement battery in stock”. My Genius Bar reservation tells you exactly what I need. So if you are unable to perform the simple task of replacing a battery, and don’t even have said battery at your location, maybe you should reach out and provide that information prior to me arriving for said reservation. Like everyone else currently making Genius appointments, all I want is a new battery at a reasonable price because you have been throttling my phone for 2 years to ensure I buy a new one.I should’ve known you wouldn’t make this easy. Why would you want to willingly hand out discounted batteries? I’m the foolish one who thought I could make an appointment, drive to a store, give my phone to a “Genius”, and they would do the right thing and fix my phone.To Everyone Else:Anyone who thinks this will be a smooth process, you have been warned. They are overwhelmed, and frankly, don’t care about replacing your battery. They’re doing the same thing in store they did to your phone... providing slow, methodical non-service in the hopes you give up and buy a new phone.Well played Apple...

Great service, better have a mask. No mask, no entry. Alcohol wipes for customers and masks.

Almost always packed, but staff often do a good job. Beware the hard-sell tactics to get you to upgrade your device if you came in for a new battery or something similar. But if you’re coming in for accessories or a brand new device, they’re very friendly and helpful. For fastest Genius Bar service, come in at opening time or schedule an appointment in advance.

Awesome customer service they gave 2day

The staff was great. The whole apple experience is a mess. Back to those awesome in store specialists... they were able to get my phone activated in the store (on 3rd visit) immediately. Tory & Chino were very attentive and helpful. They took the time to listen to my frustrating issue. Ive been to Sprint store several times and Apple also but the issue was finally resolved thanks to the knowledgeable representatives mentioned above.

Following the advice of my local newspaper, I decided to replace the battery in my iPhone 6.First, I tried to set up an appointment on the Apple Store website. Nothing was available. Apples capacity to make an appointment was not up to demand.My local news paper warned me this would happen, so I made a trip to the local Apple store.After arriving at the store, a young woman in red told me the battery wasnt available, but I could wait to meet with a technician who would put me on a list of people asking for a battery replacement. Should take 40-45 minutes, she said.40-45 minutes to get on a list? I thought.An hour of waiting later, I decided to ask a young man in a red when they might get to me.I was told I hadnt been checked in properly, and they would get to me after they dealt with two other customers. They even put red exclamation marks after my name!!!!!Thirty minutes and no technician later, I left the store, never to return again.I took this away from my experience:Apple really doesnt want to replace those batteries at a discount, and they will make sure doing so is as painful as possible.If you do decide to wait, you are a low priority customer. We saw many people being helped, and quite a few appeared to enter the store after us. We had way more than two customers ahead of us after Apple discovered its mistake.Whats a person to do?Warn others about how Apple is handling battery replacements, and then go buy a Galaxy S.

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Very long lines. Even if you have made an appointment in advance

Very very very very very very bad experience.

All my visits to Apple in Pentagon City have been blissful. Yes, the store is super crowded however, they see you in a timely manner. If you aren’t seen within a reasonable timeframe 9/10 times it’s because you didn’t have an appointment! That’s LIFE! I’ve always been seen during my appointment time and the last visit I was seen 10 minutes earlier than expected. I worked with Sabrina M. Although it took me forever to recover my account she was extremely patient and useful, doing everything possible to help me, and even give me hints. She went above and beyond to ensure that I left with a new phone that same day without the hassle of waiting on, account recovery of having to get a receipt of purchase from my mobile provider! Will definitely make sure I continue to book all my appointments at this specific location!!

Had purchased the new iPhone Xs online and set it to be picked up in store.I read the reviews after I had purchased and was worried about the experience I would have.I have nothing but praise for this store.I walked in and was helped immediately, my phone was brought out within 2 minutes (literally) even though the store was packed.I was able to snag a case and a wireless charging base, as well as trade in my iPhone 7 right on the spot.I had one woman ring my items up, and trade my device in.And I had a gentleman help me with setup. He was phenomenal! I wish I would’ve thought to ask his name. But, I was rushing- due to having my 1 year old with me so close to his bedtime, I knew he was bound to get cranky.The gentleman not only helped me set up my phone, but helped me keep my son entertained while I was setting my phone up.This experience was great. I’m happy this is my closest store.

The customer service here can be best described as awkward and cringe. There’s so many employees standing around yet they somehow manage to make the atmosphere in the store seem so empty and bland. Love apple products but can’t stand coming here.

I went into the store to inquire about a new iPhone 6; I am not the most technical person in the world so patience is always appreciated. Long story short, the guy who assisted me was awesome. He was very friendly and extremely knowledgeable; just exceptional service. The next step was the phone set-up guy; again, great service. This was one of my best customer service experiences. Thanks Apple Store!

The manager at this store is unprofessional and rude very rude no customer service skills what so ever

I came here for an appointment I had 15 minutes in advance to be told my appointment was cancelled by the employee. The employee reactivated my appointment and the disappointment continued.Waited a half hour to even speak with a genius just to have him insult my intelligence by telling me it was a problem I’m complaining about is not a problem, even though there were no GPS problems until my phone was serviced by this store for a defective display.I left the store with my defective phone, made a screen recording of the GPS problems on my phone and I made another screen recording on my friends phone showing his working GPS from the same model and carrier. Showed this to the same employee after coming back after a week to have my phone replaced.

Just appalling customer service. I should have read the reviews before I went. Made an appointment for 6:30 to get my battery replaced. They said it would take an hour. Ended up getting out around 9:45, more than 3 hours later. Apple is supposed to be a high tech company and they cant work out how to schedule appointments so they get done on time? Simply pathetic. Heres the exact story. Got there at 6:30. Waited 30 minutes (!) just for someone to come and get my phone. Was told things were running late and to check back at 8:40. At 8:40 I was told they were just running diagnostics and to come back in 10 minutes. I come back 10 minutes later and am told it will be 20-25 minutes (so the diagnostics story was obviously BS). Finally at 9:40 they bring my phone out. At this point Im not even sure if they really changed the battery or just gave me back the phone and said theyd changed it. I will never buy an apple product again. The worst thing? When I complained they just smiled and said they understood I was upset. Like they really didnt care at all.

Very rude appointment representative during the 5-6 pm, 29 October time period. She doesn’t service her customers, she commands/dictates what she wants her customers to do.I came in early in the morning and had a tentative walk in appointment in about 6 hours. When I came back about 6.5 hours later and checked with the appointment representative, she said she didn’t have me registered. She said there is nothing she could do and expected us to just leave. I asked to see the manager.The manager was very helpful. Within 30 seconds, he found our information, explained why delays happens. Showed us our expected appointment time is still an hour away. Told us if we’re not seen in 1.25 hours, come back to find him.Bad experience, hope this is an anomaly.

I like honest answers. The staff didn’t try to up sell me or pander to me. They answered my questions without embellishments. They were patient and friendly, too. Thanks, Apple.

Very bad customer service

Excellent customer service!!!

Although this location is the most convenient, due to the parking within the mall and other things to do while you wait for service, its horrible. The manager I spoke to sent me away for a clunky keyboard pertaining to a MacBook pro retina with touch bar. Months later I found that there is actually a program to fix this very same issue specific to my model. I wish the employees listened instead of sending you away unless its beneficial to them such as a sale.

It’s very bad apple store in DMV I make appointment at 6 pm till 7:30 pm still waiting outside the stuff chilling they don’t care how long u waiting

Nice, clean, modern and kids friendly. They offer free class sessions of some Apple product

The employees at this apple store are so friendly and efficient. They were able to assist me with my transaction with speed and excellent customer service. I was also able to play with the newest gadgets and gizmos all while listening to what sounded like a programming class.

The same representatives provide prompt service, but when there’s an issue, they have no systems to make resolutions. I went to the store several times and the reps just look lost instead of problem-solving so that I, the customer, would leave relieved. One kept engaging with his colleagues while I was on the phone with Apple Support. I walked out more frustrated than when I entered.

I purchased my I-Watch from this store. The wait time was minimal. I have visited them several times before. The staff is always nice, friendly and helpful. The shop was recently remodeled and now they are expanded over a bigger area.

Had a screen protector applied to an iPhone X here. They were very professional and I actually didnt need an appointment which was very nice. I was in and out on a Saturday evening in 15 minutes. Both employees that helped me were very professional and extremely friendly.

Is there a reason that one cannot drop off an iPhone for repair and pick it up at a later date? if we can pick up new items why not do a drop off service for repairs? I need a new battery and will likely need to go to an aftermarket place...

If youre there for tech support, or only going to browse, be prepared for a wait. If you are buying something, then theyll move you right to the front of the line!

When in today for a walk-in, was told waiting time was 1 hr. I was helped within 15 minutes and out of the store in 20 minutes with my issue resolved. Gotta love Apple and it’s costumer service. 🍏💚😁🙌🏼

I went in for a iPhone 8 Plus screen repair. My appointment was scheduled at 1:30pm, so I arrived at 1:15pm and was told I could not check in until the designated appointment time. I was patient and waited, finally checked in at 1:45pm. The Genuis Tech stated my device would take two hours and my arrival time to come back would be between 3:50pm and 4:20pm. We came back at 4:25pm and they said my device was not ready and I would have to wait. At this point it was irritating but we waited. Received the device at 4:45pm. Transaction was a breeze and my screen was good as new.The down side to my experience at this location was the time management. The staff was friendly and inviting. Location was clean and not overwhelming.I would visit again.

I love how they can be quick in everything! I live in Pentagon Row and since I have way too much money I go to the mall everyday and Love to shop! Apple was supposed to open April 1 2017 but I dont know if they opened yet??? :) I would rate Apple in Fashion Centre at Pentagon City a 5!!!

They canceled my appt so when I showed up I was told I would have to wait an hour to be served. No thank you. Tim Apple better get these stores in order or my Apple fanboy days will be coming to an end.

Room full of Apple reps but no one wanted to help us. We even asked one person to help us on buying a phone....he said I have to have the payment device like everyone ...he told us to wait for few seconds ...went inside....never came back till we left the shop...then we went to a lady (i guess she is from service dept) and asked for help...she pulled someone to help us ....finally we came out with 2 iPhones .....If you cant help real buyers then please close this store and only sell it in online....

It really feels like a lot of the retail employees here dont really know what theyre talking about. I recommend you do your own research before you walk in there!

Good supply of apple product...typical, but nice presentation.

Great experience, the sales person was knowledgeable. I spent less than 15 minutes to make a purchase.

Costumer service sucks! When buying here they treat you like they are doing you a favor. Cool to look at devices.

You like crowds? because if so youll love this place

Not sure

Yesterday we were there for Iphone promotion. And we got iPhone XS for my sister. Because employee there very kind and thoughtful. It took them long time to figure out, And manager also was there to help us out. I always knew Apple is the best company in the world because of their employee. Ppl who works there unconditionally polite and team work. I really like how they help each other. I wish Apple grow and be more famous.

Tried to return a gift of an unopened set of airpods for a chance at airpod pros. I did not know where the originals were purchased, since they were a gift. I had an apple gift card I planned to use to play the delta cost between the airpods and the pros. The manager said they could only give a store credit (out of airpod pros) since they did not know where the originals were purchased. That was fine and she walked off to the back. The person helping then said the airpods were not purchased at Apple, so they could not help and he walked off. After a long wait to finally talk to someone, i did not have the patience to wait for a new clerk. NEVER GOING BACK. Wish I could leave zero stars.

When there to trade in my iPhone 5s and upgrade to a 6s, Very clean store all tho it was a busy Saturday during the holidays my wait was about 5 min Charlie was really nice He explained all financing and buying options even gave me advice about how to proceed about my carrier. Great Service A+

For an apple store placed in a very popular mall - the Pentagon City Apple store does really well in addressing every customers issues or questions. Every time Ive gone in (with an appointment) - I have been seen within five minutes of my appointment time, and the representatives (geniuses) have taken as long as Ive needed to sort out whatever questions or computer issues Ive come across. Theyre extremely helpful people, and notably very nice, even at the nth hour late at night, after a long day of a full store. I give Apple store in Pentagon City major, major kudos for their customer service.

Came in needing new headphones. Wanted to try on the AirPods as I was unsure of how they fit. Talked to one girl who sent me to another girl. After explaining what I needed another time she took my name and told me to wait by Wall of headphones. Waited. Waited waited and finally just went to Bose where I got prompt service and probably a superior product! Usually Apple is good but not today. I guess they make enough money. Mine wasn’t needed.

The Apple store is located in a mall a few blocks from the Pentagon.Like any other Apple store in America and Europe, you get to see the latest Apple products and you can actually try them.The staff was super helpful as I needed to purchase an iPad to pair and synchronise with my Unix systems at home.