During the pandemic, I placed an online order to pick up a new phone at this store. The process was painless and the folks in the store were incredibly helpful! I recommend this location to anyone looking for new Apple products or to have their current products serviced.

The person who “greeted” me at the front of the store and asked “how can I help” never took her eyes off of her phone the entire time she was speaking to me. Then two other people came over after that to ask if they could help but did not stick around or explain anything to me when I shared what I was looking for. I think Id get better service if I go online and chat with an expert…

Made a purchase here recently. Nick T. was super helpful in assisting me! Couldn’t have asked for better service! Made the whole process really easy. Thank you Nick T!

Store is super clean and modern! No clutter, everything is clear and easy to find. Made an appointment to fix an issue with my device, waited a bit but the staff are super funny and nice. 4/5 due to the long wait time even though I had an appointment. (around 30 minutes)

Ive never been to a bad Apple store or had a bad experience with any Apple employee.I am a bit confused as to why my credit card shows that I purchased AppleCare insurance and that is not showing up in their system, so that means the repair on my MacBook will cost me almost 3/4 of what I paid for it. But that has nothing to do with the store or that particular staff, I just get to go through proving to Apple that I do have what I paid for and that is a pain.

Great and friendly, knowledgeable staff. Lost my phone with all my stuff, thought all was lost. 5 minutes with your support team and wallah... it was back!

I had an unnecessarily long and unpleasant experience at this store working with Chuck. It took over 4 hours to purchase and set up a new iPhone (had an appt), which the check-in person told me was a fairly straight-forward process. In the end, my new phone wasn’t working because I learned Chuck had missed some critical steps in the step-up, and I had to take it to T-Mobile (he also asked 4-5 other employees for help during the process). He was also incredibly dismissive of me throughout the appointment, and even pocketed the new SIM card from my phone and wouldn’t give it back to me when I asked saying, “I wouldn’t need it.” I shouldn’t have to explain if I want a piece of the phone I just purchased (after he refused to give it back twice, I went to another sales associate who did get me a replacement). Everyone else I interacted with at the store was great, but overall experience was quite poor.

Came to return a few items and exchange watch. Explained why I was there to guy at the front and he said “just go to the case and see which one you want to exchange for”. I walk in and no one greets you, looks at you, acknowledges that your standing there. Asked a guy for help and he completely dismissed me saying “I can’t help you since you don’t have an appointment”. Long story short stood there for an hour and when I finally was helped-the person says he can’t exchange bc what I want isn’t in stock-fine, I’ll just return it. There’s a discrepancy in the original receipt so he has to get someone else to help. The same kid who earlier was completely rude to me approached me with the nastiest attitude saying, “look you came here with no appointment and said you wanted an exchange, now your saying you want other services…what’s the problem now?” I explained that originally I did come just for the watch but there’s a issue with the original receipt. He was so rude and ignorant. If no one could help me without an appointment why let me in the store in the 1st place?If they made a error on my receipt on the first place why get ignorant with me?I would’ve gladly made an appointment if they had just said that before I even walked in the store.Horrible customer service.

Oshi Manager outstanding Charlene employee fixed my issue. Great store experience 👍👍👌😁

The Apple Store in Natick has such an outgoing and gregarious teammate in Jenni! It was a pleasure learning from her as she helped solve my problem. Jenni will undoubtedly have great success in her future endeavors. ROCK ON 😎

As usual always nicely managed but not sure if enough employees are there as I couldnt find anyone who can address my query

The appointment experience was subpar, others that had appointments at later times were admitted first, and there was not orderly management of the queue. Expect to wait 15+ minutes even if you make an appointment and arrive on time. Once inside, the experience from start to finish was great, and the help provided was useful.

Their appointment system is horribly managed. Website told me they were accepting walk ins, so I show up when the store opens, barely any customers there. Then I’m told I must have an appointment. Fine. Okay…told the next appointment isn’t for a few hours. I take it and come back then…store is packed, they tell me I have to wait even though I have an appointment, and then continue to let other people in who arrive after me. Communication and organization is awful. I fail to understand how the management is so poor despite supposedly having been in place for quite some time now

Thank you so much for your assistance.

Apple online is accepting Samsung devices to trade in for an apple gift card. To make this story short I am hesitant of mailing my device so I walked in at this apple store location. An older man approached me and I asked if I can trade in my Samsung device in store and he responded sarcastically with “THIS IS AN APPLE STORE NOT SAMSUNG” in which obviously I know there is A BIG APPLE SIGN over my head! He talks like I don’t know where I stepped in. I even explained to him that trading in a Samsung device is available online. There is a better way to approach this kind of situation in a respectful and kind manner.

Not the most friendly staff, but most products are available

Johnathan was great help and very friendly

Very busyOver an hour wait to talk to someone to buy an ipad.

Very visually appealing.

I had gone to checkout the ipad pro and MacBook pro. Didnt need help as such so cant comment on the staff. Standard apple store..

Solid Apple store. Nice open design.

Super bad experience, the lady at front should not even work there. There were no signs telling us that we need appointments. We already know what we want but just need to see it through our eyes instead of internet. So rude.

Had an appointment today, was excited to get my hands on the new Apple Watch. The sales person helping me named Chuck was so rude to the point that I couldn’t get myself to spend my money at this store. Workers at Target probably making minimum wage treated me better and that’s where my money went. Such a shame especially considering I love Apple products. Will only buy their stuff online from now on, at least the website won’t be rude to me.

If I could give zero stars I would.Make you wait for products they don’t have.I would rather go to the Registry of Motor Vehicles than go to an apple store.Dehumanizing process.

Had an appointment last week. 1 Airpods was not working. The staff was very helpful. They replaced mine in a couple of minutes. You guys rock!

Its a great store.

I had an appointment for 1:15pm today to get a new iPhone. We showed up at 12:55 and they told us we couldn’t check in until 1:15. As soon as it hit 1:15 we “checked in” with someone on their iPad and they told us to wait at a table until someone was available. We stood at this table until 1:27 where there were 6 staff members playing on the computer chatting or staring out at the mall. We had to ask again and it took 10 more minutes. Pretty crazy all of these employees ignored that we were there and HAD AN APPOINTMENT and showed up 20 minutes early!! But apparently “no one was bc available” to help. But they could talk to each other like a social hour.

They force you to book online and the only option was available for 30 minutes ahead. So Im 45 minutes away. Fly down there and run through the mall. Made it with 1 minute to spare. They put me through and I say I need my MacBook repaired. They say you booked for sales I said they didnt give me a option for repair. He said there is nothing I can do for you. Manager. I said Im sorry but this isnt only chance to break free. I run my whole company and family off of apple. He used covid as a excuse but the only excuse is you dont care. You have a customer in front of you and you cant help them. Gonna strongly consider my future options. Poor excuse to turn me away

Revamped the store aesthetics. Looks awesome with new huge display and looks more spacious than before with friendly staff

A gentleman made my reservations was very nice and friendly but the other gentleman didn’t really help me when I asked him what’s the different between Mac Pro they have now and new one supposed to come out next week. He said ‘ well everything is on our website so you can go online and find out ‘ so I said ‘ I’m here now so can you help me ?’ He said ‘ I can’t help you if you do t know what you want ‘ I asked him if someone else can help me . He took a store manager. I asked her if someone else can help me cause I’m not so comfortable. She told me that’s impropriet . I never mentioned anything but she started telling me gender, age, race . I never even talk about that but he was not helping me so I needed to have someone else to help me ......this lady name Barbara came to help me . She explained all about old one and new one . Finally I had a great help . Thank you Barbara for your help .

6/3/21 days after the state-imposed mask mandate was lifted this store still requires a mask (and, if youre not wearing the mask correctly you will chastised). Stay away for now.

Went to the store to pick up my new Apple 11 Phone, after talking to the very nice man, I left the store, not knowing that i will not be able to charge this phone with out a block ( apple does not provide you with a charging block any more) I spent $849 for a phone, (my old phone was only 18 months old) I didnt have an old block with me so now I have no way to charge this phone. when I called the store they said I can use an old charger. (that would be nice if i had one.) The manager said i can go pick one up free of charge. I need my phone now. I paid good money for it and now I have to drive an hour away to go pick up a charger. UNBELIEVABLE! He actually said it like he is doing me a favor!

Ridiculous covid restrictions still in place. Many items short of stock!

I was on the 11/22 at the Apple Store at Natick mall at a time reserved for the purchase of an IPhone, and I did not like the service, the attendant was not very interested in helping me and this was evident to me, my daughters and my husband, maybe he thought I had no way to pay, because his first question was: Are you going to finance? and was surprised when I said I would pay cash. I bought an Iphone 12 pro max 512 GB, anyway I needed the product and bought it but I think it is expensive product, not like buying bananas, at least we should be treated well in the store

Way to go Android love my Android love Android products.

Absolutely horrible,people were nice, informative or the most part.we made mistake of going into store to purchase 2 iPhones.long story short apple bungled the trade in and we have wasted hours upon hours calling apple support as well as going into the store.bot the phones on nov 11 they have our trade ins and have not sent us our money.we sent phones in on dec 12 over a month ago and nothing has happened.stay far away.cant even give a half star.

Looks like its nicely set up even with this crazy covid &Christmas season. Seemed like they were monitoring how many ppl in the store, had a line setup outside the store with plenty of space &a security guard.

It’s been so extremely difficult to get any kind of service here. They said, try to make an appointment online, well, if you do, it will show no availability whatsoever! Then, you “walk in” and the waiting time for macbooks are 1hr and 30 min ! For phones is less time. The guy said they splitted in half and half but it’s simply not true. When I asked can you just see if anything can be done, just so I don’t have to wait and hour and a half to get there and they said, sorry nothing can be done about it, he just said he was not able to do it so. I was not asking him to fix it, I just asked if it was worthy waiting for !Rude staff, very unprofessional and disorganized!

I can’t speak highly enough about the outstanding customer service at the Apple store. We will be buying all of our Apple products directly from them going forward. Thank you!

Very good 👍

Tons of employees standing around chatting with each other. Theyve got a line of 12-15 people standing at the store window, 4 employees standing by the customer line, and tons more in the actual store, all doing nothing! No one to help. Got there, then was told to come back at a later time. Had an appointment but still had to stand in line. Waited longer inside for someone to finally help me. Couldnt help. Made an appt to have apple call me. The apple people who called told me that the information given to me by the apple employees in the store was wrong and that they could not help. WHAT A WASTE!!!

Very bad service!!

Excellent service!! When my son’s phone went completely dead and was not able to be revived, they ran a lot of tests, nothing was working, so they helped me get a replacement through my cellular company at no cost thanks to a special warranty we had purchased and forgot about. They charged us nothing despite taking an hour of their time! Friendly, clean and comfy. 100% recommend!

The helpers were kind enough. If you want your freedom diminished, stop by for your temperature to be taken.

Was ok just looking for now

Yesterday my iPhone X screen stopped being responsive to touch. Read on the Apple website it’s a known issue and to bring it for a free replacement. Go in, “Genius” tells me that my phone is 2 years old and probably has other issues and I should just buy a new phone. I mention the website and he tells me that’s for something else and my phone doesn’t qualify. I then have to pull up the website on one of their computers and argue that my phone fits exactly what is described. Then and only then does he offer to “go out back” and confirm if they can fix my phone. If I had not argued back he would’ve had me driving an hour back home with no working phone and no solution. Very poor experience compared to my other Apple store visits where they don’t even blink an eye before helping me solve my problem. The genius was “Geren”. I hope the rest of the store runs with better standards than what this guy exemplified.

The person named JAG was very arrogant and rude. She didnt know how to speak to a customer who was upset about their error. She was just saying that it was the system, not someones mistake, so I had to to deal with it. What a way to talk to a customer. She could have at least said something like sorry for your inconvenience. Then, I wouldnt have been so upset about her attitude. I got really bad reputation about this Apple store because of her. Even if it is the system pushing someones appointment about 3 hours back without any notice and make people wait, it is an employee who has to tell the customer what happened with an appropriate manner and solve the problem.

The waiting times at this store, to see a guru can be incredible - no matter the reason. I was severely interested in seeing that at no point were we offered any better option, whether coming back later or finding another solution. Cleanliness is OK. There have been a couple times that weve been to the store and it was a bit messy.

This place looks amazing after the remodeling. I’ve always felt very comfortable visiting this store. Very friendly staff and great techs.I had an issue with my laptop and they had it fixed in no time.5 stars for sure!

No way to make an appointment. Bought iPhone 12 for Christmas and cant set it up. Cant connect to the server

New store looks amazing

Can’t make an appointment online and can’t talk to any employees despite it being an absolute ghost town there

I went to buy laptop at this location. The service was excellent. The associate was very helpful ensuring that I’m comfortable with the product I purchased even though o could have done it at home.

Great staff

I love this place

This Apple location is just fine. Nothing special about it - iv had some great experiences and other bad ones; like when they called to tell me their tech broke my MacBook pro (but they made up for it). Their customer service skills are consistently ok at best - could be more friendly. They do know their stuff however and their location, cleanliness and size is fantastic.

I had an excellent experience in this store. The people were attentive, personable and went above and beyond what they needed to do to make me comfortable with my purchase. I ordered online and used Ship to Store and it went perfectly. My order came in earlier than the original date and the final shipping notice gave the correct date it arrived. I got an email and a text which was exactly as I set it up. Thank you for the best customer service I could hope for. I am an experienced and educated professional and was treated as such.

Worst possible service I have got at an Apple store, I hope for a better service when I am buying a phone for $800+.. the Apple Sales Rep was least interested in any answering any questions and after purchase handed me wrong copy of the bill. Extra trip back to store to get correct bill.The worst Apple buying experience!!

Horrible couldnt get help purchasing two phones

One lady of the Apple staffs was very rude today and was giving me a hard time just before the Thanksgiving due to a very tiny thing. This was the first time when I went apple retail store ever. I think she could have a reason but I also recommend she should have some rest before passing bad emotion/attitude to the customers. I gave one star less to this apple store.

Extremely disorganized. I was a walk in so I knew I would have to wait, But if you tell me an hour it shouldn’t be two hours, because I just would of came back another day. This isn’t the first time this has happened. This is probably one of the worst Apple stores I’ve been too.

Very fast and friendly atmosphere

Cool

Had an issue with new ipad and online apple support could not correct. Made an appointment and it was fixed within a short time. Staff friendly and helpful.

Came on a Saturday for a battery replacement for an IPhone 6s and it was successful . Right in and out, took about an hour. It was really busy but went better then expected with what everyone has been saying. Great dedicated workers there from what I experienced.

I love this store. They always have the products I need in stock, the employees are helpful, and I haven’t ever had an issue.

Why you guys have an appoint time if I need to stand for 30 minutes inside of the store to be assisted.

Polite service

The greeter was rude and treated us in a demeaning manor. When I asked him to listen to what we were trying to say vs. telling us that Apple is easy, he cut me off, and responded to my thank you for trying to help with, no you are not thankful.

I have come to this location for a few separate issues and have always been guided nicely. This is a busy business and if you think you are going to come in- be tended to and get out in ten, think again. They really take time to get to the bottom of things, which means you must make an appointment or set some time aside. Their tech support is super knowledgeable and great.

Staff has always been kind to me. They always seem to be in stock with products I’m looking for. They are currently renovating the store which sucks because it seems the time I need apple help the most they are closed! They’ve been closed for a while. I hope that they are able to open before the Christmas season!

They have free courses for the whole family, this is priceless, my 2 little ones had learn a lot of new stuff, from pictures, photos, videos, coding, etc... Now I realized how.much more you can do with the Apple iPhone or iPad. Go.to apple today to find the courses.

The Natick store service is horrible. I made an appointment a week ago to have the battery replaced. I get to the store and the person said oh no this appointment is only to test the phone. I said no my appointment says replace the battery. The battery wont last more than a few hours, he said oh ya youll need a new battery. He laughed and said we dont have any batterys here you need to reverse one. I was so pissed, I said you cant replace this battery today? Nope youll need to make another appointment to have it replaced.Every time I enter this store I swear I wont be back, the service from Apple is beyond horrible. Its nothing but a scam, I wont be back and will look to purchase a new phone elsewhere. If only the big bosses of Apple new how bad their business is being operated by morons.

I have never had a bad experience with any of the locations. The genius bar is fabulous. The staff are so knowledgeable and very very nice. They really go out of there way to help you. Its a really blessing to have them to run too when i am confused and frustrated...

The service was fine except for the fact that they took off the screen protector and wouldnt put it back. This itself would be fine, but the sticky part of it became dusty, and it even got a few hairs in it. I believe that they should change this policy if they want me to give them a better rating.

Horrible Experience, the Staff does not have the required skills. Apple support as well also horrible. If you ask more questions, they will hung up the call :-( As per Apple store, The watch was supposed to be fixed 3-5 days but they took more than 3 weeks. Moreover, Apple communicated repair is complete and product is available in day or two but it’s not available for 2 weeks. No one knows what happened to the watch for 2 weeks (both store and Apple support).

Amazing mall has sooo many options and love the food court beautiful mall.

Making me get a “appointment” to meet with someone for 3 minutes to fix a simple issue is absurd. I dont want to set it up a day before, I want to fix my issues when they arise. The people themselves are fine, their system is what’s faulty.

Staffs are clueless about Podcast.The first guy, I asked what “off load means,”told me to read what was written . He is as clueless as me and has poor customer skill service.The next guy and and a woman are friendlier.

The new store looks so nice but I felt the employees kept coming up to me asking if I need anything like I was going to steal it🤦🏾‍♂️

I read many of the reviews for this store and hesitated bringing my computer in for a check-up. It is true the store is always packed and no one seems to know where to go or who to see to get help/questions answered. They redirect you to different people only to find yourself sent back to where you started-at the desk! I did have an appointment and I only felt like a human when Zach came up-introduced himself-put his hand out to shake mine-and then asked me my concerns regarding my computer. He answered all of my questions. I went in with the intention of replacing my battery. Zach checked my computer system and suggested that I really didnt need a new battery at this time and he wouldnt change it quite yet if it was his computer. He ran other system checks and said everything was in good working order. Asked if I had any other questions. Hate the store but was so pleased with Zachs professional manner and presentation. I think I will specifically ask for Zach if I have the need to go into the store again.

Very disappointing service last night at the Apple Store. Although polite, the technician that worked with me seemed to have zero knowledge of the iPhone 6. I have an iPhone 6 which stopped charging and as a result cannot turn on; from my reading online it seems like that can be due either to the lightening port, or a malfunctioning logic board. The technician plugged in my phone and said since it would not turn on she could not assess what was going on - seems a little ridiculous to me, of course the phone cannot turn on, it cant get charged! I asked her if there was anyway to temporarily plug in another battery so I could at least back up the data on my phone and she said no. When I asked for suggestions on how to proceed she had zero.I then went to Cellaris (in between Gap and Starbucks) and saw Sam who quickly opened up my phone and temporarily plugged in a new battery in order to assess the problem. He was also nice enough to allow me to back up my data while the phone had a power source.Apple really seems to be out to grab customers money. As far as I can tell the only repairs they do is replacing broken screens. I can confidently say this is my last Apple Product. Switching to Android.

I was looking for a Mac ipad and was shown all, with no emphasis on a more expensive one.

Good store,, but i was disapointed they dont sell apples

APPLES customer care is awesome when I visit one they act very friendly and I have visited there so many times that employees knows me by my name. Its an awesome feeling. I really like apple and recently I got the iPad 6th generation with apple pencil and its awesome thousand times better than my android. By the way Apple is the richest company in the world having $934 billion net worth.

A messy place, the employee at the entrance told me the estimated waiting time will be 5 min. After 7 min I asked whats going on... he told me Im first in line. In the meantime, after another 7 min I found an apple watch on a table and I found my answers by myself. When I decided to go, finally an apple employee came to help me. Better to do your research online or be prepared to wait at apple store in Natick!

Had the best customer service experience with employee named Justin today. Took my phone in to figure out what was wrong after an error came up mid update. Justin diagnosed the problem and replaced my phone in no time. He was nice and patient and there was minimal wait time, overall great experience with no frustration.

After how my family and I were treated here for phone repairs, we will be avoiding this store at all costs.Here is some business advice: if you buy a $1000 phone and it’s faulty and you have a screen protector installed... DO NOT go to this store for help. They will argue with you about repairs and charge you for replacement parts after the fact, then argue with you more. Disreputable and disrespectful indeed.

Really helpful staff

Ive never had any problems with this store. Always have had great customer service with Apple. Own a slew of apple products so have had multiple experiences with this store.

All I need is a new battery. After a long day of trying to get an appointment, I finally got a battery for my phone. Thank you !!

All the staff there is awesome they took very good care of me and I was out in a timely manner. I recommend this apple locations to anybody looking for repair services or customer service issues

Had the best apple experience ever, the employees were awesome and very helpful even stayed late to make sure I was all set. Will definitely be going back if I ever need help again.

This would be worst apple store experience by far, from rude customer service to long and unnecessary wait timesThey just hanging around doing nothing but making people waitNegative experience all around

Great Apple store location

The genius bar service reps are not technically qualified at all. I brought a phone in to replace the battery since I knew the battery was the problem. They told me the charging port was bad and the port could not be replaced since it was part of the MB. According to them, all I could do was to buy a new one. Totally BS since the lightning port could be replaced if that was the problem. They are just sales person (not good ones either) instead of tech support. I took the phone to a 3rd party repair shop and it only took 10 mins to replace the battery and the phone worked like new! Shame on Apple!

The sales lady helped me purchased iphone 11 pro but never mentioned that I would have to go through a loan when applied for installments which made me go through so much pain of returning back the phone to disputing that loan. Such a misery. Had she mentioned about the loan it would have saved me so much pain.

The reviews here are ridiculous but DEFINITELY make an appointment. I did and was in and out in 10 minutes. They are always busy. My appointment was at 1:35 on a Tuesday (scheduled the previous evening) and the place was packed when I got there. I was treated very courteously and my issue was addressed without delay. I also watched them accommodate a woman who was 25 minutes late for her training session. If you just wander in there without an appointment you are obviously at the whims of their already packed schedule. Plan ahead and you will be fine.

Scheduled an appointment to get a battery replacement a week in advance, came into the store, the guy at the genius bar told me that they dont have any batteries in store at the moment and itll take up to 3 weeks to order one. Very unsatisfying service.

This is the worst Apple store in Massachusetts.No customer services skills what so ever. Very rude staff.