They have one job and its to service customers. I showed up 1 hour early for my Genius Bar appointment, checking in every 20 mins to make sure they are aware I’m available Now they have “lost my appointment” and I need to be added back into the queue because an Apple Store tech marked me as completed, after I’ve been here at the store for 90 mins later. Really not sure how they can botch this up but just frustrated overall at how hard it is to get an iPhone serviced

My family and I who are visiting from abroad had the worst experience ever at this location. I hope Apple realizes the terrible level of service at this store. After purchasing three phones, the store employees harassed my aunt for sitting down in one of the chairs reserve for the “genius bar”. She has a medical condition. Hardly anyone was using chairs. There were a group of 3-4 Apple employees standing over us. It was very uncomfortable. I feel like they were targeted because of their language barrier. Then they asked us to leave the store. Very disappointing. Please be more empathetic and human! This is NOT a way to treat anyone.

Typical, maybe bigger than usual Apple Store. Nice products and presentation. Overpriced in every single SKU. For example, a plastic case for an iPhone 14, $50, really?

I recently had a fantastic experience with Apple when I needed to replace my iPhone case, which was fortunately still under warranty. Apple's customer service went above and beyond my expectations, and I couldn't be more satisfied with how quickly and smoothly they handled the entire process. Upon discovering a crack on my iPhone case, I reached out to Apple's customer support via their website. The online support interface was user-friendly, and within minutes, I was able to submit a warranty claim for the damaged case. The process was straightforward, and I received an immediate email confirmation with a case reference number. To my surprise, within the same day, I received a follow-up email from Apple informing me that my replacement iPhone case was already on its way. I was amazed at how quickly they took action to address my concern. Their responsiveness and efficiency in handling my warranty claim were truly commendable. Just two days later, I received the replacement iPhone case at my doorstep. It was packaged securely and arrived in perfect condition. Apple even included a prepaid return label, making it easy for me to send back the damaged case without any additional cost or inconvenience. What impressed me the most was the level of convenience and professionalism demonstrated by Apple throughout the entire process. They didn't require me to visit a physical store or ask for further documentation. Instead, they swiftly processed the warranty claim and ensured that I received the replacement in a few days.

Worst customer service I've ever had. Why is the apple store still in business? Made gunnies bar appointment when I walked in. First I came the store, some apple staff said come to another day, but suddenly he said he can make spot within 20-25 mins. If he did not say like that, I did not need to wait there over 1 hours. So I complaint about the waiting time. But the store manager cut in, he said you don't respect my staff he said he canceled my appointment. no service will be provide he said. The store guard threatened me. Actually I am not good at English. When I tried to explain the situation, they did not try to listen to me. They called police. Police recommended me report this issue to Apple online with discrimination issue. Police said you might get free apple product. What an amazing apple store in World Trade Center. The apple store refused to provide service because when I speak to them I point out the staff who talked first in the store, with my finger. They said that is rude. And the apple staff suddenly insisted that I closely stand with him. But I wear a mask. the staff did not wear a mask. That is no reason to refuse to provide the service and canceled the appointment. They made unreasonable reason to abuse the service rejection. Even they did not apologize about wasting my time.

What a smashing experience. I walked in here just to look around and had an impulse purchase to get an Apple Watch. I was helped out really quickly and everyone was really nice. They brought out the watch super fast help me set it up and even explained all the features. I definitely recommend the store. It's a very pretty store and everyone there has a personality.

Very rude employee when I told her I’m here to pick up my item. Showed her my order, is not ready! Okay I got that part. Told her can I cancel my order telling me do it thru the app when I was already on it showing her my order number at the moment told how to cancel it gave me attitude about it, this the second time I come here employee give me a hard time. Last time I come here! That’s why I go to the Soho location more generous kind staff.

Made a genius bar appointment, was told to wait 15 minutes, ended up waiting nearly an hour before someone finally asked if I needed assistance. They told me my appointment was systematically cancelled, with no other explanation. Terrible customer service system. They clearly need a better way to make sure people are being helped. This company has enough money to figure something out. There's no excuse that I should have had to wait this long for an AirPod replacement. Thanks for wasting my time.

Apple Store- World Trade Center is a great store to shop, repair, or troubleshoot your Apple device. When scheduling an appointment be sure to arrive promptly, this store is on time. The store is located within the WTC, beautiful location. The staff are phenomenal, every staff member was professional, and very knowledgeable about the various Apple products. Highly recommend this location, one of the best experiences, I have ever had in store when visiting a Apple store.

Beautiful store but disappointing service from technicians that were just processing people that needed support like cattle. Going into Apple Support has been a great experience where they fix and teach you about your products. But this store just seems to want to get you in and out. Grand Central Apple nurtures a much better experience

Title: "Reliable Service and Convenient Location" Review: My recent visit to the Apple Store at the World Trade Center inside the Oculus was a satisfying experience, primarily due to the excellent service provided by the technical team. The store, occupying two floors connected by an internal staircase, offers a spacious and well-organized environment. The technical and sales staff stood out for their helpfulness and courteous demeanor. They efficiently and quickly addressed my iPhone's repair needs, demonstrating professionalism and expertise. Their approach made the service aspect of my visit highly commendable. However, it's important to note that the information/security staff did not quite match up to the high standards set by their technical counterparts. Their service could be enhanced with better training and customer engagement skills. In light of the practical and speedy service from the technical and sales teams, coupled with the store's prime location and size, I am giving this location an overall five-star rating. While there's room for improvement in some areas, the core service experience was highly reliable and appreciated, particularly for customer and technical support.

I have had three experiences now at this store with employees with bad attitudes treating people like garbage and bad mouthing people to their face. Today I was getting a 3D headset demo and I made the mistake of asking questions as we went through the demo because oh I dunno maybe I want to understand the thing before I spend $4k or more on it, and the guy named Deli says ‘you want to talk over me or you want to continue the demo?’ Now mind you, I was not speaking ‘over’ him or interrupting him but asking questions in between the steps as we went through the process. But I think that was his way of telling me to shut up and just do as I was told because he couldn’t be bothered to answer any questions and provide any information on the unit. When he said that I paused, confused at first why he accused me of speaking ‘over’ him and then shocked that he would even say that to a customer for asking a question. And I hadn’t even asked that many. Then I pulled the unit off my head and sat it down because there was no way I could sit there and be comfortable continuing with him. This upset him more and he goes ‘bro!’ Like I was going to damage it or something but I sat it down gently. About that time one of the managers or something, the one who checked me in for the appointment was walking past and stopped to ask how it was going. I proceeded to start telling her what happened and this guy starts interrupting and talking over me to tell her that I was speaking over him or something. I couldn’t make it out as he was talking while I was talking. I then asked her if I could speak to her privately and asked him to step aside and she asked him to walk away. I told her what happened and even how he acted when I started answering her when she walked over to us and he talked over ME. All because I dared to ask some questions. I told her even if he thought I was talking over him, as a customer he should not speak to a customer that way. And in any event I was asking questions about the product and not being derogatory or rude or anything like that. If he had issues with his patience or did not want to answer any questions then he shouldn’t be working with the public especially on these demos and I didn’t deserve that. She offered to reschedule my demo but I politeiy declined since he triggered my self conscious depressive state and I just wanted to go home and crawl back into bed for the next two days. The whole reason I was looking at the unit is because I rarely leave my house and the idea of 3D immersive video to feel like I’m exploring outside my house appealed to me. The world has burned me so much I stay home alone by myself for many years and things like what he did easily trigger a downward spiral that can take me days to recover from. As I walked out I remember telling her maybe if I wasn’t fat and ugly he would have been nicer or less on edge with me. I think good looking people get automatically treated better. He probably had a bias because I was t good enough. I dunno. But it seems Apple in general hires a bunch of stuck up jerks that have no business working in customer service.

Went there to purchase a phone. I gave a person my info typed in to her ipad then she told me to wait. I was stupid enough to wait for 45 minutes. During this 45 minutes, she was helping 3 other customers. not once she came to me to communicate in this 45 minutes. finally, I went to her to tell I needed to leave. she was sorry because very busy...

I bought a new phone here and I’m very satisfied with this new phone and my sales. However another female sales - a full figured short black female with long black curly hair keep laughing my language grammar mistake. I’m so sorry English is not my first language. I don’t know what’s wrong with her, she is so rude, unprofessional and impolite. Why apple hire such low quality person to be sales?

Give apple a bunch of money and then when your product breaks after 6 months they’ll make you wait weeks for a repair instead of simply giving you a replacement. Every other technology company I’ve purchased from makes it much easier. At apple you need to make an appointment in person, wait 45 min because they’re backed up, then be told to wait longer for a repair that is going to be delayed because parts are backed up. Even just stopping into check on the repair status took 20 minutes. Meanwhile they have new inventory in store they can sell you. So they can help new customers but basically say “FU let’s make this difficult” to the folks they’ve already taken money from. The response that they “simply can’t give you a new item” makes absolutely no sense. Their policy is not to do this, they decided to make this difficult for existing customers. How this company still exists with such terrible customer service is beyond me. Consumers can do better.

The biggest Apple store I’ve visited. Service was exceptional. The store staff explained about Apple watches very well and even reminded me that the apple watch package doesn’t include a charger.

One Apple store is not like another, wait never mind, they’re all stylized exactly the same way. As cookie-cutter as they are to each other, this Apple store in the Oculus at the new World Trade Center within Lower Manhattan stands out to be exceptional. I went in for an iCloud problem that got a little trickier than we all wanted but they were very helpful throughout the whole process. Chris was on the last day of his training but he seemed to know everything. He was assigned to me when I went in for a service and I couldn’t be happier with his help. Everything was quick and speedy and highly informational. I’m happy I went into this location, and you will be as well!

I understand I came there 30 minutes before closing, but I was in the area and wanted to check the store out. Never before have I felt so unwanted in a store that prides itself on customer experience. There was no one within reach despite there being like 5 employees huddled up in a corner, talking. When somebody did come by, they gave me the impression that they really wanted to go home. Compared to previous experiences at Soho, Grand Central and 5th Ave this one was by far the worst.

Thank you Kevin for your time and patience in showing us the best apple watch. Will definitely come here next time

In my intention to buy iPhone 13 for me and my visiting family, I came in contact with a very rude, blunt, and bossy salesperson, who insisted that my face covering was not enough, and that I should be wearing a mask, even though I always wear the same face covering wherever I go! He was packed up by his colleague who basically asked me to leave the store, since I refused to put on the mask she gave me. I did try to explain that as a Muslim woman, having my ears covered under my hijab, I couldn't put the mask around my ears. But they were only listening to their rigid, bossy, made-up rule! My biggest disappointment is that I approached the salesperson named Jordan, believing wholeheartedly that he was the most helpful person from whom I would buy my new iPhone! Instead, I was insulted and treated badly! The four of us, potential buyers of 4 iPhones, left the store dismayed, until I insisted to try another location. My son found the soho Apple store, where my face covering was not an issue, so, there, we made the purchases. I do recommend the soho location! And really advise everyone not to waste time at the Westfield Apple location, because the vibes are very negative!

Had a Genius Bar appointment to get my Mac battery replaced. Wait was only 10 minutes and staff was helpful with answering my questions. My Mac was ready in just 20 min and I didn’t have to pay since the repair was covered by AppleCare.

You have no idea how unbelievably big this place is! I think every store in the world has a space there plus boutique shops. I usually go to Eataly or the Apple Store. Architecture is amazing. Never that crowded since it’s a very very spacious design. They do lovely, holiday decorations. Right next to The Twin Tower Memorial and all subways. A definite if you visit New York City

I have found that apple must have a check list and if you say that you are mentally ill or don’t give a rat’s rear end about anything, then you are hired. I’m not sure why you would hire a woman that has tattoos up both arms onto her neck and wears tank tops to work. I would think that apple would demand some level of decorum and would expect people to look, dress and act professional. But no, there’s a 50/50 chance that you’re going to get an employee that could have just as easily been in the freak show at the circus. I think apple took DEI too seriously and thought that it’s cruel to discriminate against people who are rude, stupid, and don’t give a damn. Nope, they include everyone including the unhinged and people that probably couldn’t get hired anywhere else.

Staff had me in & out within 10min! Went in to change my wired headphones(prefer them over bluetooth idc). Forgot the gentlemen’s name who helped me but we were cracking jokes the entire time lol they were very professional and treated me like a real client. Even if i just went for a wired headphone change. Coming back for a laptop here for sure!

This is my go-to Apple Store since it is close to where I live. The service I received today to replace my stolen phone was nothing short of spectacular. There was kindness and the manager of the store and the specialist both worked with me to resolve a very difficult situation. I left with a new phone, with my service restored and a smile on my face. I know how busy every Apple Store gets with shoppers yet I got my individual service. For that, I am grateful.

Wanted to make a quick iPad Pro purchase. Waited and then got redirected to second floor, there noted my name and made me wait another 10mins and nobody came up. Left the store. This is my second experience with the same result. Why have a store front with sales if the expectation is to purchase online and pick up or make it an all online sale? Mind you all this while I’m waiting 4 other Apple staff members are just standing there. What a waste of time.

I recently visited the store to pick up my online order, having received a confirmation call just 30 minutes before my scheduled appointment. Upon arriving at the second floor, I engaged with a staff member with red hair, unfortunately not catching his name. Regrettably, his demeanor was less than accommodating when I mentioned the call and my online order, adopting a dismissive tone regarding any correspondence and emphasizing the need for a QR code. This was unexpected given the typically high standard of customer service associated with Apple. Fortunately, an experienced employee named Bob stepped in and provided exemplary service. Despite a minor hiccup with my QR code due to my early arrival, Bob efficiently located my order using the order number, personally verifying its status by conducting a check of the inventory. He not only kept me informed throughout the process but also ensured a seamless experience by arranging for proper packaging. I'd also like to acknowledge the commendable assistance of Maria, another team member, who was instrumental in addressing my queries related to Apple accessories. It's disheartening when encounters with less cooperative individuals such as the red-haired employee detract from an otherwise positive customer experience. I encourage others to seek assistance from dedicated professionals like Bob and Maria, who truly embody the commitment to customer satisfaction that one expects from the Apple brand.

Just wanted to shout out an Angel woman who saved my day today at the WTC Apple Store! I was in a panicked state with a finicky iPhone with a touch screen that wouldn’t work, and was so relieved to see the Apple Store as I was leaving the train. She calmly helped me through and within minutes got it to turn on and work and I was able to get the address of the job I was on my way to- and I even made it on time! Thank you! Amazing, quick, compassionate service!

Beyond upset. Bought a new 14 pro and the person who assisted in set up, backed up my phone and in the process did not save my passwords, which I was later informed was a toggle that needed to be switched on. Manager said I’m pretty much f*%ckd so needless to say if you want help or costumer service or any chance of resolve if there is an issue, this store could care less and will do absolutely nothing to rectify it. Buy at your own risk, clearly people are not trained properly here, nor management. - eat time of arrival 5:00pm on Saturday the 7th of January 2023

Amazing sight, an Apple store really fits nice into this place.

I took my 6s plus to them for battery replacement, when technician came to diagnose my iPhone he said your phone has another problem because doesn’t give any sign of life when I tried to connect it with his computer which is motherboard issue and it will cost expensive for me so it doesn’t worth it to repair it so for a best choice it’s to upgrade to another level hhhhh , Apple Store all of them being costumer service or technicians or even cleaners are there for selling their toys nothing else , I got out from there to the the first phone repair store to buy another battery and everything went well just for 50 $ hhh peace!!!!

Terry, a security team member at this Apple store, was amazing and so kind! I was actually looking for an entirely different store in the Oculus but there's seemingly no one to ask in the gargantuan mall. So of course, I spotted Apple and ran towards the "Geniuses" there- thinking that Apple knows everything! And indeed, Terry helped me navigate where I was and was so nice. Despite not actually shopping at this Apple store, I am a loyal Apple user- iPhone, laptop, iPads for the family and all else, and am glad to support this helpful company!

I came in looking to upgrade to a new iPhone. One of the team members: Reggy, was probably one of Apple's best employees. He was very knowledgeable, patient, professional and proactive with assisting me with this upgrade. I also appreciated his genuine personality and approach towards me. He made my experience here feel so warm and welcoming in comparison to other Apple stores I visited. Apple is so lucky to have him as an employee and future customers will appreciate him as much as I did. Thanks again Reggy!

Apple Store at the world trade centre is a big irony in the name of the Apple Store and their service. I wanted to purchase a new iPhone but the lady assisting me had no idea about the Apple financing options and told me the monthly financing plans are not available at all, upon going to the website and researching myself I was able to find Apple monthly plans, she also had no idea about any of the Apple products and suddenly disappeared when we were asking her certain questions. Worse ever service and a lot of misinformation among the staff they don’t even know the basics. Apple should train them on the most basic task which is knowing the product and the models. Utterly disappointed by this store which is located in WTC. The store at fifth avenue has a better service than this and even if the staff doesn’t know anything they would take some efforts to know and provide the correct information

Bad customer experience I ever got in this store so far. After visiting there in few minutes, I was told the store would be closed. I understand and won't stay for longer. During the additional several minutes, I was keeping reminds by one employee. He even impatiently said "Hey, sir sir...the store is closed now. You should no touch it any more!" with an unhappy face. Try to avoid this store. If we got issue of phone or iPad in this store, I can't image how he or others would treat their customers. I choose Apple products because of high quality production and great customer service, but this employee really gives me a bad impression on customer experience.

They said your computer will be repaired in 24-48 hours and it has been 96 hours, still in progress… I stopped by after two days, they just said not ready, that is it. When I gave the computer, I mentioned I need computer a lot, so if it will take longer, i can bring later, but they were like max 48h. And the part they needed had arrived before I left it. It was just changing the battery. And I regretted a lot for not just getting the battery and change by myself. At my work, I had so many problems because of them. Worst experience. Zero star

Went there to get a refund on a iPhone 14 Pro (the iPhone 14 pro max on my other review was for my wife) since I purchased it at Grand Central cash but the representative didn't mention the esim and my carrier doesn't accept it (I saw it later while I was setting up the phone at home). The girl that took care of us was very nice and refunded the full amount in cash which they usually don't but since I was a tourist they helped me the best they could. If I have to purchase another Apple product I will probably go to this location to deal with this lady again.

Tacara was a great help today. She is professional and knows products very well. I didn’t like the wait time even though it appeared that the store wasn’t that busy. She got the job done quickly and helped me get my items repaired. Thanks so much

This used to be my go-to location for service in NYC, as it's a bigger location that's usually not too busy. My iPhone totally display got the "Green Screen of Death" this morning, so I went to this location for a walk in appointment. They said it would be an hour and ten minutes, and I'd get a text when it was time for my appointment. After an hour and a half, I checked in with an employee, and turns out they'd marked me as a no-show, even though I'd been standing around the store this entire time and never received a text. I was pretty upset, but accidents happen, so whatever. But what really drove me over the edge was their utter lack of care that'd I'd been marked a no-show. They told me the next possible appointment was in two and a half to three hours or offered to make me an appointment for two days later. I was dumbfounded. I'd been marked a no-show by their mistake, and then after waiting 90 minutes, the best they could do to rectify it was to ask me to wait double the amount of time I'd already waited. Again, I've only had good experiences with this shop before, but after today I will not return. If you're trying to get a walk-in appointment, I'd go to another location.

Phenomenal Apple store. Very beautifully laid out with their specific feature of a bottom floor being for purchases specifically. Makes browsing much easier in my opinion. Also they offer some very nice supplementary classes that you can sign up for within the Apple Store app. Some absolutely phenomenal and very kind staff here.

Excellent customer service! They even charged our phone while we waited. The class they offered was super helpful and informative! Enjoyed it! Happy we came to buy a new charger Total surprise that it was a nice experience to pass some time here!