I called Apple and told them I wanted to buy an iPhone 13. They verified stock at the Solomon Pond mall, but did not tell me I needed an appointment. Went to the store to buy and the associate told me I could get an appointment in 1.5 hours. I wish the person on the phone told me that. Typical of a system that is so mechanized that nobody can even think anymore. Just so sad and impossible to do anything theses days

They’re requiring masks even for vaccinated customers after the mandate has already been lifted. Really? I used to go here to explore and get hands on time with new computers and other things that pique my interest but I guess I won’t be doing that anymore

Local Apple store, with great and friendly staff and management. Have picked up multiple orders, gone in for service, and had plenty of wonderful experiences at this location. As someone that has a great interest in technology, and an affinity for the quality of Apple products, going in with knowledge of the products, what I want, and what I want to do with my purchases makes the interactions that much better! The staff here are well versed in the product line, the software the products run, and make sure to convey that information to their clientele. Talking with the Geniuses and the sales members is always a great time, just ask questions and you’ll be delighted to know that they have almost every answer you could dream of.I will say, the negative reviews for this location are generally unjustified. Having worked retail, and having had a dissatisfying tech support experience at other retailers and through other product manufacturers, I must say that the support this staff offers is the best you can expect to get. Be a good customer, understand the policies, and you’ll be fine! Nobody is going to fix your water damaged iPhone or MacBook for free, so get used to it!

Went to upgrade my iphone yesterday, and everyone that I had contact with including the security guard, and the apple employees were all courteous and very helpful. I did not have an appointment and got there as they opened (11:00)so they gave me an appointment for 11:45. I think that was reasonable. When I came back for the appointment the salesgirl was waiting for me and was incredible helpful and walked me through the whole process.

So glad they opened back up after covid. They give each customer who entered the store a mask. To keep everyone safe. I say thank you 🍎

This is by far the worst experience I’ve had with Apple. I called the support line yesterday for help because the model of my iPhone 7 has a known issue where with an update it will not connect to the carrier. I was told that fix would be free since it was an Apple issue with that specific model purchased within 5 years. The screen is cracked, which I was also willing to pay for to fix. When I got there the tech said that because the screen was cracked I would have to pay $350 for all repairs and that because of the crack they couldn’t fix the KNOWN ISSUE. I am so livid. The representative I spoke to said it wouldn’t be a problem to have both fixed and I wouldn’t have traveled half hour out of my way for the appointment had I known the employee at the store would be so condescending, rude, and gave no reasonable solution I would not have gone.

Barbara helped me at this location after I had been to a different location that unfortunately had not resolved my issue. Mike was helping to assure that Barbara was comfortable with helping me as it was her first day on the job. At first I was nervous because at a different location, someone with years of experience was unable to accurately identify and resolve the issue. However, not only were they extremely friendly, professional, and efficient, but both Barbara and Mike seemed like they were making sure they were diligent in every process with care. They both explained to me what they were doing and why in terms that I was able to understand. As Barbara was seemingly comfortable and making progress on her own, Mike stepped away after making sure she was comfortable with that. Brianne (who I later found out was the manager) ended up taking his place in making sure that Barbara was free to ask questions if needed. Barbara was doing an EXCEPTIONAL job and actually accidentally found out the issue with my phone when asking to remove my cover I had to fit the phone on a plug in to run a test. Immediately after I removed the cover she came to a realization that my battery was expanding and actually bursting out of my phone. This was causing the issue the entire time whereas the man at the other location told me it was a software issue. He had told me to delete all of my data (which I did) and still the problems persisted. Once Barbara identified the issue I felt such a sense of relief because finally I felt like the representatives had control over the situation! The entire time the staff kept thanking me for my patience, but honestly I was thankful for theirs! They did not rush and were extremely diligent. They even took the extra step in calling my carrier (a regional one that they dont usually work with) to set up my brand new phone that they replaced free of charge. Prior to coming in this store location I was feeling hopeless and almost regretting the fact that I had paid so much for a phone and for the Apple Care Insurance when I only had the phone for 1 year and I wasnt receiving any help or attention for the issues after visiting the Natick Mall location twice. Solomon Pond Mall gave unbelievable service and went above and beyond. Not even just in comparison to another Apple store but in all my experience with customer service EVER. After finding out Brianne was the manager I can see why the store runs so well. If the staff is anything like their leader (which clearly they are) they are caring associates who are friendly, personable, and professional. Not once did I get the vibe that the employees were just on the clock or just there for a paycheck like Ive experienced at other places. As for Barbara, keep on doing what you are doing! Do not lose your amazing and helpful personality because I think I talked about how fantastic my experience was for a solid 2 hours after I left the store yesterday and I have been talking about it with my employees all morning (the next day). Thank you so much again to Brianne, Barbara, and Mike!

Terrible service. Had to wait, after waiting for appointment time. 4 staff all speaking together not helping anyone. Then when we met with someone they were out of all the computers. Won’t go back again to this Mac store. Feels like they don’t want people in the store but rather pushing people to buy online.

Love this mall. It’s close enough to Leominster,MA and have all the stores I shop. Nice food court and the carousel is a nice touch.

Apple store for Airpods pro, Perfumes from Instyle. Straight in and out. Was convenient.

Excellent service. Appointment started right on time. We worked through the sale efficiently, but never felt rushed or pressured. All questions were answered. The store is clean and orderly. The appointment system is great and I hope they keep it in place.

I went to the geek bar here and they were very helpful. Very polite listen to what was going on and replaced my hardware at no cost when they realized it was a manufacturing defect

Absolutely ridiculous to make a. Appointment to have a screen changed 2 hours waiting time for a five minute repair for a screen that cost $10.00 time to get away from apple completely

Macys had nothing to offer, empty shelves. No one at the mall.Chicos no great deals.

Five stars to the manager and tech who helped me with a phone issue I was having. Appreciate you taking the time to listen to the problem and helping solve the issue. Thank you.

First time in this store! Our sales person by the name of Deb, was professional in everyway. She made our experience pleasurable.

Fun place to walk around and shop.

Very impressive many stores to checkout great time

As usual, very nice experience walking into the store. So many devices on display and friendly staff.

Never written a review about anything this negatively before. This isn’t so much about the guy I spoke with. He was nice. He told me my data was gone with my phone in the state it was in. I asked if there was any chance I still had my data on my phone anywhere at all & he said he wasn’t sure, but maybe. He put me on the phone with Apple customer service & that’s who I really had the problem with. The guy was entirely insistent that my data was gone & he was getting kind of frustrated with me over the phone as well. Both were incorrect, & my data was on my phone. It’s not anymore. I went to update my phone since I couldn’t get any help from Apple (I should’ve gone straight to a data recovery place) & that just auto restored my phone...even though update & restore are different buttons (but that’s more of an iTunes complaint). I wish I skipped Apple so I would still have my data & not be suicidal right now. It would’ve been nice to have been able to really enjoy the holidays & my birthday that I was so excited to finally be feeling good around..& then this.

Good customer services. Loved the experience here.

After months of apprehension about dealing with new technology, I finally decided to purchase a new IPhone 12 Pro and an IPad Air. I decided to go to the Apple Store at the Soloman Pond Mall in Marlborough,MA but before making an appointment I wanted to ask a few questions about what I needed to do to prepare for trade-ins. After calling Apple Support, I was connected to a lovely woman who took me step by step through the process and I was also able to make an appointment very quickly at the Apple Store in the mall. The process went so easily and it would be great if this type of service could continue. Everyone involved was so polite, congenial, and helpful! This was a far cry from previous experiences I’ve had with “ tech people “, especially since I am not of the generation that grew up with technology. I especially want to mention the two associates who went above and beyond to help me with some unusual glitches I had been experiencing with my system. My main associate was Deb ( no last name ) and if we ran into something that was problematic, she called in the tech “ guru” whose name was Nathaniel. They were so patient with a problem that was unusually difficult to solve and did so with humor and encouragement and spent time until we finally reached a solution. Deb wrote everything down for me and after quite a while I felt comfortable enough to continue on my own. They were really helpful and I just needed to let people know. I had a slight problem this morning so called Apple support, speaking to a sweet lady named Ashlyn who worked with me and enabled me to solve the problem on my own. If every person who works in this field would take a hint from the people I dealt with this weekend, it would help so many people of my generation who are somewhat tech savvy but need a little help once in a while and are not made to feel ignorant and out of touch.

Cinnabon store

Great customer service compensates for the long queues hereVery helpful and reliable staffOnly Apple store near to Marlborough people

Compared to the Natick Mall, this Apple store is atrocious. It is small so you are packed inside there with a bunch of people.

Nathan was awesome ! Went in with a busted phone, was able to get served same day, and was able to get me a replacement even with everything I had wrong . He went out of his way to make sure I left with the problem resolved.

Really liked that it wasnt crowded and I could talk with someone about different products

Will never go back to that store. Had an issue with my phone (wouldn’t open any app, wouldn’t restart, couldn’t make calls/texts, etc), and I currently use my phone everyday for work. Security guard told me to go use the mall office phone to call the Apple store and make an appointment. I asked to speak to the manager and the security guard spoke to him himself and said he would not see me. Total slap in the face after driving 30 minutes out to fix my phone that I have Apple care on. Buy any different kind of phone, go to any different store, do not support Apple any longer. This place is an absolute joke.

I have android,but it was a big line

I called before i made the hour drive to the store to be told yeah bring the phone in we can take care of it so i drive all the way to the store to be told we cant unlock the phone because it doesnt belong to you Yeah because they passed away smh complete morons

Adam was so nice and helpful with us! 🤩

Great service! Staff was very helpful

I cant believe the cost to get a screen crack on an ipad cost more than the Ipad it self. Theyre charging 300 dollars to replace a screen, a new one is just a hundred dollars more dont make sense. Very upset with a multi billion dollar company charging that much for a simple repair. And the appointment setup is reddiculous to drop off a device.

Quiet. Empty so many stores are closing.

It is clean people are nice and has an amazing selection of cool things I love this place

Very friendly and knowledgeable

Nicer mall.

GREAT APPLE STORE. EXPLAINED WELL ABOUT THE STAFF. PURCHASED APPLE WATCH. GOOD JOB. CHEERS APPLE 🍎

I had an appointment at 04:20 pm. I arrived at 04:00pm. Had to wait 1 hrs. Understood No problem.I took my IPAD for reset to factory settings as I forgot my apple ID and password and pass code. I was ready to lose what was there on the iPad. The technician wanted a proof that I was the owner and asked me to produce a receipt. This IPAD was bought about 7 yes back and a I told him that. I told him I bought it at Natick and he was able to trace it that it was bought at Natick. But he was not able to get the receipt to prove that I was the owner and hence he refused to reset my IPAD. He suggested me to go to Natick as they will have the receipt. I told him I am able to remember where I bought because I am the owner. Does any one has a receipt for a product bought 9 years back. Finally I had to leave without getting my IPAD reset. This is what apple does to its customers. I am not going to buy apple product again. It is so frustrating. After spending so much money you never own the product. Apple has to dictate everything. Sorry.

I was at Rainbow and Old navy only sales were great prices was awesome

Mall is dead. No too many people for a Saturday at noon. Some store are closing. Prices high! Only Apple store people making lines to get in.

One Minute to buy new phone . Very fast helpful people there .

Had an appointment to get a new battery in phone, get to the store and wait only to be seen and told they don’t have the battery and I have to drive to natick. Not sure why you would have someone come in for something specific and not have it stocked, or save one? Either way, very annoying.

Excellent place, good stores; restaurants are very good too.

Great staff straight forward process

This place is busy but a lot of businesses are going out of business.... I’m gonna miss this mall when it’s gone 🥺😩😭😭

You will find what your looking for and more

Absolute dump. Do not recommend.

Place always seems to be a little over crowded . witch makes it rather uncomfortable especially with covid now.

Fine! Lot of stories down...

See my review under Solomon Pond Mall.

Very quiet

This is my go to store for any Apple product. The staff are very caring and friendly. As a customer, you are always guaranteed that someone will be there to attend to your needs as quickly as possible.

I had to get a new battery for my iPhone. I got an appointment when I walked in, and it was done in an hour. The staff was very friendly and I asked a lot of questions. I also talked to them about trading in an old iPhone but did not. And even though I kept my old phone and bought nothing new, they never tried to up sell me or make me feel bad about not buying anything. I will definitely recommend this store to my friends. And the next apple purchase I make will definitively be there. Very great customer service. And the people who work there are awesome!

I had an appointment last night at 6:05, the tech helping me, Colin (pretty sure) with beard and glasses, finished up right on time and helped me right at 6:05. He explained a lot of different things that could be disrupting my laptop and tried to fix it while I was there, it was getting a little late cause there could’ve been an array of issues since I tried fixing it myself prior (bad idea). But he told me what they would look at to fix it and gave me good peace of mind that it’s fixable! If you go into Apple at Solomon Pond Mall and have the option of picking a tech to help you (which I know isn’t usually the case cause they’re always super busy), ask for him! Bigger guy with glasses and big beard! Super personable and extremely helpful! Thanks Colin! (Also hope that was his name) 😂

Good shopping center with branded shops, ample parking, following social distancing

Good and clean Mall

Staff are very helpful! Checkout was a breeze!!

I walked in with my iPhone completely not working and not turning on no matter what I did, right when I walked in they got me an appointment with an expert with 10 minutes and micheal was so helpful I was in and out in less than 20 minutes and he was so polite. I’d definitely recommend this place

The absolute worst experience i’ve ever had by far, came in to try and get my phone fixed and the lady that goes by “Bree” was beyond rude and disrespectful, she was also no help what so ever. To say the least i left the store crying, thanks “Bree”.

They are always kind and helpful here. I definitely would recommend the Apple Store to get the true Apple experience from beginning to end.

Like all apple stores, streamline and neat. Took my daughter to get a new iphone 10 in blue. Very helpful with the whole process of upgrading and transferring everything over. Had to do a new firmware update while there, but that went fine. Cost of new phones are out of control but thats what happens when everyone has to buy one instead of holding off, maybe then you will see a price drop.

I went to the Apple store to get my iPhone 8 repaired after I accidentally broke the screen in the lower left corner. Was super stressed about it, seeing that I was only in the area for a few more days! Went to the Apple store, where they helped me immediately! They set up an appointment for me at which I waited only a few minutes! The woman who helped me was so kind and helpful, she told me to come back in an hour and a half, took the phone to the back and that was that. I came back when they told me to, and a few minutes after I returned, they brought back the completely fixed phone! It was such a pleasant experience, major thank you to everyone at the store!!!

Outstanding service.

When trading in my iPad the store employee did not complete backing up to iCloud and all my photos and videos were lost. Painful. Will avoid this place in the future.

So I came in after Apple spent 4 days of calls on it. My AirPods arent 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. Its 1:40... still no one to help me? The 6 people who checked in after me got someone already but they cant 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.

The staff here is so great and helpful. There was an issue with my transaction when I was trying to upgrade my phone, and over the course of a week the staff did everything in their power to help me and sort out the issue, and were extremely friendly. A big thank you to Matt, Jesse, Emely, RJ, Arley, Sam, and everybody else who worked with me this week! I appreciate all your hard work and hours on the phone with AT&T, and I’m very excited to finally have my new iPhone 11 Pro Max :-)

PLEASE save yourself your respect and avoid going to the store instead of being treated respectfully. That too from a senior advisor is a shame !!! one of the worst ever experience. Took 3 hours from my scheduled time to just diagnose ! Apple if you are watching-is this what you call apple store experience? Sad

Apple is a far cry from the level of quality that made it famous. the check-in process was a mess. The employee we talked with about the check-in messed things up and after half an hour of waiting, upon asking why people who came after us received service whole we waited, we learned that our appointment was canceled for not showing up, despite arriving on time and never leaving the place where we were told to wait. Despite the phone showing defects (the screen becoming unglued from its base) we were not offered any kind of remedy. The service we got (battery replacement) was relatively cheap, but warranties were weak compared to what they used to be.

Went here with a dead Iphone X. An apple genius tried to fix it (i.e. following the prompts on the ipad he was holding). They deemed it as the hardware had failed and told me they could replace it for $599. I brought it to a small business phone repair shop. They fixed it in under 10 minutes, it was a problem with the software and needed to be reformatted. Bottom Line: Dont go to this store for help.

Salomon Pond is the best mall within a 50+ mile radius from my house.

I came into the store with my friend earlier today. He was having issues with his new iPhone 7, it kept crashing and was having problem with the audio (insert lack of aux port joke here). After just a 10 minute wait, we got to meet up with one of the friendliest Genius techs ever. I mean seriously, the guy was one of the friendliest, most down to Earth, and professional individuals Ive ever had the privilege to meet. It was the best customer service I have ever received and I wasnt even the customer. It made me, a long time and staunch android supporter, literally consider getting an iPhone just because of how excellent the technician was. 10/10 recommend this place and would definitely recommend asking for Bryan if hes still around by the time you read this. Bryan if youre reading this, keeping being awesome.

Today i was able to work with a polite professional employee /college student named Jon Super.I had lost some info and was locked out of my iPhone. Jon spent over an hour with me helping me to find the info i needed to get my phone working again.The info was available on my ipad at home which Jon help me to get .He reset the phone, transferred all the info back on my phone and left very happy.Apple is very lucky to have a kind professional like Jon and i know is going to do great things in his life.He comes from a loving family and his parents did a great job .Thank you Jon and if you want outstanding customer service visit Jon in the apple store in Marlboro Ma.

They dont even know how their products work. I bought a charging case that keeps charging my phone even when it has 100% battery(thats not the way they told me worked). Now my phone dies even faster. But too late to return.

I have been here twice in the last couple of months with my friend due to phone issues. Although the wait stinks sometimes, all the people who have taken care of us have been phenomenal. The workers are extremely nice and helpful. They run tests and rule out all the options before you have to empty your wallet as well.

A mallNice Apple store, MacysPlenty of parkingJust off the highwayAverage otherwise

I was in and out in about three minutes with the exact cord I needed. Being one of those who hates my iPad but has to use it for work, I dreaded replacing the charge cord my dog chewed. But I literally pulled it out of my purse, the kind man asked two questions.. How long and what color.. And he grabbed it, scanned and I paid. It was painless!

No diagnostic fee charged here!! Just make sure you schedule an appt! When I came with a display completely turned off, a diagnostic was ran on the spot! They were able to see what possible program my service could go under so I would not be charged if not needed. Saved me $700 from MACS AT WORK on Shrewsbury. Once the diagnostic was performed, my laptop was shipped out and brought back in 2 days!! Best service yet!!P.S. When I didn’t know and came without an appt. I asked how long the wait was, the guy who helped me said 2.5 hours. I asked if I could leave it overnight, he said it will be in the trash. Honestly when I’m already anxious about my laptop. That was the last thing I needed to hear. A day later, a bearded guy help me, he was the best!! This 5 star is for him!!!

Great mall, love it.

Love it.

Horrible customer service experience.I own an iPhone 7. There is a known and admitted firmware issue with this phone and Apple wants $150 to fix it..when its firmware...When I was told the cost of repair I mentioned to the rep that Verizon Online Chat told me it’d be free to fix so I pulled up my email with a copy of the chat and showed him, his response to this was that it would normally be free but because I have a 3rd party’s replacement screen on my phone they won’t fix their firmware for free because they “can’t guarantee that the display will work with another vendors glass.”To me it seems like Apples excuses and BS to ensure they become a trillion dollar company without standing by their product. Personally I think a good and proper customer service experience would tell me that the glass is unrelated or that they’ll put Apples glass on at no charge or any one of the possible ways of showing customers that they are valued and wanted. I was obviously very upset and told my rep I’d be buying an Android, there was no apologies from him, no fighting to keep the customer happy, nothing at all.It’s no wonder I go to a third party for a screen replacement, they’re more cost worthy and provide you with a wonderful customer service experience.

A good experience as always.

I was at the apple store a few months ago it was not keeping keeping a charge i asked them about it they said i need to pay for a new phone i said no and I disabled the phone and went back to Samsung i will never get apple again

The employees are always available to teach or answers questions. Never had a problem with them. Only the prices, yet that is not the employees fault.

I went to Solomon pond Moll I sou a guy didnt have a Mask in said the Mall

I came in because my new iphone was acting up, the sales person was very helpful. He tested my device 3 times to make sure it wasnt working right. At the end of the day, I came out of the apple store with a brand new phone, satisfied and with a big smile on my face, and best of all, it cost me $$$$$nothing, zip, zero, nada, I had one more month on the manufacture waranty, and it cover the exchange. Thank you Apple.

Ok so I miscarries by baby in this store. Luckily I was able to leave and they cleaned up the me$$

Great

Very nice store. Futuristic design. Easy access from the parking lot. Always busy but not unbearable

Awful service. Made an appointment for a repair that should have only taken 30 minutes. I got there ON TIME and still waited almost a half an hour to even speak to someone about my phone. After being told by numerous employees that I would be next they told me that this minor repair would still take 3+ hours because they over booked themselves. If you have an appointment for a repair booked that is going to take over an hour, the next available appointment shouldn’t be for the hour following that appointment. Not five minutes after that booking. They also told me that they “Wouldn’t call or text me when my phone was finished” and to just show up three hours later. And when I did show up those three hours later, my phone was still not completed and I had to wait an additional 30 minutes to recieve my phone and pay. I will not return to this store, tell all of my friends not to come to this store for anything, and if all other apple stores are the same way, I’ll be switching to Samsung🤷🏻‍♂️

I never thought I would be bashing Apple service - but I am trying to make a genius bar appointment to have a phone looked at - it is not under warranty - and it keeps booting me out of the system telling me it cant find my location. 25 minutes later, no appointment. What is going on?

I do not know. I marked 3:30 p.m. to arrive 15 minutes earlier, and only began to be attended at 4:27. thick servers

The support team in this store are very professional and treat customers with respect. The store manager Matt Lavoie is incredible ! in my view this team under the leadership of Matt represent the Apple Support in its true sense of customer support. Way2Go guys !! I would rate nothing less than A++ !

Good prompt service, got my laptop fixed very efficient and friendly

I went to this store to buy the apple care product. They wanted the serial number, so they kept it on the wooden table. So far so good. The support tech. asked for additional help, from the one standing on the other side of the table. That person rotated the MacBook Pro (he should have thought of hard surface on which MacBook was kept)and gave a nice finishing scratch to the Apple logo.

Very helpful. Great staff who were solution oriented

Brought an iPhone in to find out trade value. Value was low due to cracked camera lens, understandable, decided to keep as a backup. Didn’t ask or inform me that they were taking off the week old $19 glass screen protector. Gave it back cracked with dirt and fingerprints underneath.

Visited the store twice this week and unlike previous visits I experienced a lack of appreciation for the value of a customers time and a lack of common sense. I should only have had to visit the store once, but it never occurred to the check-in agent to submit my iPhone that needed a new battery to the Service Dept for the replacement to be done while I waited the 1hr and 20 minutes for the technical person to appear and solve the problem with my second iPhone not recognizing my Bluetooth devices. Unable to stay, I had to return a second day for a 1 hr and 30 wait for the battery to be replaced. The solution to the Bluetooth connection problem was simply that I had to re-pair all my devices after moving everything from an older phone to this new phone; the Bluetooth connection info did not move to the new phone. You would think that such basic information would have surfaced with an on-line search and a 20 minute conversation with the on-line technical person. Sigh!!

Very nice mall. Clean and fun for all. Lots to do.

Good variety of stores & goods. During the holidays, Santa picture concession is available.