I went to buy a phone, a laptop and air tags. The people were friendly but everything is sooooo slow at this store. The laptops were on back order and when I went to pick it up, the young man was very impatient and said he had to pass me to someone else as he could not miss standing at the front door to greet customers. The girl he passed me to brought out the laptop but then stopped to help customers and told me she would be with me shortly. Another 15 minutes went by and I excused myself and said "if you just need to put it in the bag, can you please do that"?. She told me that I needed to be patient and she would be with me shortly. Then she purposely asked the customer if she wanted to see more products and told me-"you just have to wait" in a very rude and entitled voice in front of others. I asked another employee if they could give me the box and bag and again I was told to wait. It's now 25 minutes later and I've been at the store for almost 40 minutes to pick up an already paid for item. Apparently it needed to be scanned again. I decided to walk out because I recognized that this girl was going to go out of her way to make me wait as long as possible and increase my parking fee. A manager witnessed everything and followed me out and asked why I looked upset. Miraculously, my laptop was suddenly "ready". Almost an hour wasted time for no reason. Stop hiring entitled rude children to serve your customers. It's not a process and some of us actually are on a time limit. Everything takes way too long at your store and spending close to $4000 one would expect better service. Last time for me and I will see if the Apple Store at Bayshore is better.

I have bought apple products from this store twice. This is my third time and the situation of the shop is terrible. The associates and managers seem to have zero knowledge about their service. They were both ignorant and arrogant. I wanted to buy iPhone 14 pro and Apple Watch for my wife. They failed to set up the pay bright payment system and couldn’t tell why. So game me the solution to go home and call their service center for this. I bought the apple watch and my preferred colour was unavailable, so this made it a delivery in October. When I inquired about tracking of my item, they had no clue. If one thing apple was very good at without any doubt, that was their well decorated stores and amazing customer service. Now this branch is well decorated with employee who are quite incompetent.

Walk in at 6:45 told them I want to directly buy a phone for my brother birth… then they told me i need make an appointment at 7:15??? I came back and they told me i need to stand at the phone model which I want and someone will come, 4 staffs chatting at centre of store no one come till 7:40, even couple time i eye to eye with them, i walk to them twice told them I was here for someone around 20 mins, they check the iPad and say: “oh, we were not find you” EXCUSE ME????? Finally got the phone walk out store at 8:10. Thank you so much. Who remember I just want buy a phone at 6:45?? Before I was live at another city went to apple store buy phone and ipad never exceed 20mins and always good service. This place is the worst!!! Staffs were rude. A good place to waste time and feeling get bad：）

Buyer beware. Purchased a Pro Max and within 13 days it had a scratch on the screen just from taking it in and out of my pocket. Asked an employee and manager about it, and they effectively said it was my fault. They told me to put a screen protector on it and should have done so immediately after purchase. So much for the "Ceramic Shield, tougher than any smartphone glass" claim.

I love this place. Can bring my over excited pup here anytime Great customer service Emily soo bright Amazing offers with rogers plan Discounts etc Store is great overall looks cute always busy going on Treats everyone so well without any fuss about the dogs

Worst experience ever. The associates are arrogant, ignorant and rude. The associates have zero knowledge about the product’s availability in the store. It took me about 40 minutes to buy an i-pad, regardless of 70% of the associates were roaming free without serving any other customers, there were hardly any customers in the store. One of the associates told me they didn’t have the i-pad I was looking for. I took a chance of asking the other associates and one of them told me they did have. I ended up buying the products that I was looking for from this same store at that same visit, while the associates told me that they didn’t have the products.

Poor service. Spoke with the first associate that told us to wait and nobody came to us we had to ask a second associate to help us buy a phone. The associate that helped us buy the phone didn’t take the time to listen to us and went through the process very quickly. We are used to better customer service.

Great service 👍🏻 I recently visit this store for new iPhone 13 pro max. And the staff of this store are awesome, great customer service as well as very friendly to everyone. I like to say thank you from heart to that person who give me best in class service and help me out to buy a iPhone, her named is “Ruth”. She has very good natured and always energetic. She help me out with great deals plans. Once again thank you and doing great job 🙏🏻🙏🏻.

I went to pick up my ordered product today. So naturally, I went to the agent who was sitting next to the “express pickup” sign. He apparently saw me waiting there-however- he continued having chat with the people he was talking to there (yes he was trying to sell product to the customers he was talking to, however, there were a lot of unnecessary parts in the conversation). For example, after a while the customers noticed that we have been waiting for quite some time, so they kindly said that they’ll go check out the products (and “get away for a sec”, then the agent said something like “oh I definitely want you to stay (with me), wouldn’t want you to leave” in a quite dramatic tone and stopped them from going to the side to check the products. It was at least solid 5-10 minutes of us waiting for him to finish the chat. We have absolutely no problem with the staff helping customers and have long conversations about the product. However as I have pointed out, he was the only one at “express pickup” sign, and he DID NOT AT ALL acknowledge our existence (waiting for him) for solid at least five minutes, and his conversation had quite some unnecessary parts. Honestly, we could care less if he wants to just chat with some people at work and ignore other customers. However, then he should stay away from the pickup sign because people actually go there for EXPRESS PICKUP. We got help from another girl who wore black t-shirt, and she was very helpful and fast. We spent less than five minutes to get our ordered product and complete the rest of the payment. Hard to imagine that these two staff work in the same store🙃(yes the 3 stars are all for that girl).

I went to get my AirPods fixed and they were so help, nice, and understanding. Not sure why they broke, but the were patient and took the time to fix theme. They even fixed my phone that was acting weird. Great Experience!

I have bought many items at this location over the years. Top notch sales and service, if I could I would give 6 stars. I got my matching apple wallet for my iPhone 13 pro max today on New Year’s Eve 2021/2022. It looks so beautiful. One time I dropped my previous iPhone 11pro max and a car ran over it. Within the same day I had Apple at this location repair my glass and I had my phone back in 3 hours and it cost me around $35 as I had AppleCare.

Honestly one of the worse customer service. All they wanted was my money I had a manufacturer warranty for a year, never came because I had no issues. Until the end of the warranty time was passed by two days. So they couldn’t replace my camera part. Camera wasn’t even broken phone just had a unknown error and couldn’t verify the camera for a iPhone 12 Pro Max. So my best choice was to replace it and that would cost $150. After a few weeks the error was gone and my camera has no issues. All they want is money screw apple.

I do cleaning related work here on occasion and a shipment came in early because of holiday schedule in the states. All got sorted in due order though. Store remained clean as usual on my part too. I only helped clear stuff to get the crates in. Then back to my routine.

Human rights violation. A few weeks ago, I came to this store to purchase a new iPhone. I discussed using the 0% financing plan with the Apple employee. When it came time to pay, I took out my Indian Status Card, which allows me to only pay one tax of the two. The employee did not know how to use the card and also the financing, so then she went to speak to a manager. I heard them laughing, and then she said “of course” to the manager, as in of course you could not use the card and also finance your purchase. My husband and I explained that I am allowed to use the card in Canada, and it’s not optional for stores to use it. She told us she can’t do both- finance and use the card. My husband said it was not very inclusive as that means Status First Nations can not use their card and finance. Rather than apologize or acknowledge that this is true and is not inclusive or frankly fair, she denied it and insisted Apple was inclusive- when facing a situation that is blatantly discriminatory against Status First Nations people. Not only was I not able to do both, but I was embarrassed and made to feel like I was causing a scene. It was a terrible experience, and a discriminatory one also. I will be following up with the Ontario Human Rights Commission as a business operating in Canada, they need to ensure their practices allow all individuals to be treated fairly and with respect.

I was lied to and I can no longer believe any verbal promises from Apple staff. I booked a repair service to fix my watch series 6 last month and I was told the only option was to replace it for over $400. I think that's expensive, and for $200 more I can get a Series 8. However, the staff told me that there is a one year warranty for this replacement. I figured it was worth it so I paid for the replacement. A few days ago I consulted with support service and they told me I don't have a one year warranty. I called the store and asked this guy. However, I couldn't believe he didn't acknowledge what he said and asked me if I had paper documents proving his promise! While I was hesitating about replacing it, I was pretty sure he told me there was a one year warranty. I also reconfirmed with him when paying. Otherwise I wouldn't spend more than 400 for a watch series 6 instead of buying the newest one. Now, I can't get a one year warranty, not even a refund. They do not accept refunds.

True story: I bought a new Macbook here. I noticed it had the previous OS on it (Mojave instead of Catalina, something like that). On the same evening I bought it I asked if they could reset it to the latest version for me. The reason I asked is that I knew my internet was having issues at home and I probably wouldn't be able to do it online that evening, and I didn't want to start setting it up on an old version, and I really needed it for the next day. I know for a fact that for them this is a fully automated operation that takes a few minutes because I've seen them do it more than once. Someone takes 30 seconds to plug it in, click the version to reset to, and they walk away and let it do its thing. The Genius Bar staff flat out refused, told me I would have to book an appointment for another day and come back then. After having just spent $2,000 on the laptop minutes before. To this day I can't believe this happened. Probably just one bad egg working there but still--do yourself a favour and go to the other store in town.

the first guy misunderstood our question and made us wait for more than an hour. i was about to give a 1 star rating but there was one girl named Danielle who was just wonderful and came at our rescue. only her service was worth the wait ;) she apologized for the wait and answered all of our questions perfectly and with honesty. thank you so much Danielle! someone give her a raise please haha.

I called the Rideau Apple store to purchase a Mac Air computer. I thought I was speaking with someone from the store, as that is the number I called. I provided payment info and was told it would be ready to be picked up later the same day. When I didn't receive notification that my order was ready to pick up by the next day I called the store. My order had been processed by someone on-line and then cancelled and I had NOT been notified. Apparently Apple held on to my old billing address and assumed that it was correct. I assumed (incorrectly) that the order was being processed while we were on the phone as the sales rep did not indicate otherwise. So, not only does Apple hold onto your billing information, they do not ask if it has changed and DON'T INFORM YOU that the payment did not go through. Wow, good job Apple.

Got there around 5:10 on a Sunday, to check my AirPods which are having bad connectivity and sound quality issues. Eventually the woman scheduling us in, did say that she got us in a 20 min queue. 20 min later I got back (also noticed that I didn’t get the text confirmation) I went to the same woman, she played it dumb and blamed it on the system that didn’t “save the appointment”. I called her out that it s her fault forgot to get it in and I was trying to have the tech look at my AirPods the day of because my schedule is packed on weekdays. Unfortunately there wasn’t anything that can be done… I figured they close at 6 and wanted to go home. I guess customer service isn’t their top priority… thanks

Melissa at this location is so helpful! She assisted me on the phone for almost half an hour while I was asking questions about iPads. I really felt like my questions were important and it wasn’t a chore to help me.

Busy busy, not really an apple guy so this was my first experience in the store to replace my wife's device - that said, there's a buzz here, there's constant foot traffic and the store is busy. Knowledgeable enough sales associates who have the process of working through lines down to a bit of a science.

Customer service is trash, it’s like they don’t want to help you. One of the managers Matt is great at being completely useless and leaves you with no solutions, blames the customer for the issues with there products and leaves you feeling completed defeated. Spoke to other managers that wave their hands in your face and completely talk down to you I feel bad for anyone going in there needing help with the device they have. 0 out of 10 for me.

Went to the store to get some expensive gadgets as gifts, told by the technician that a sales rep would be by in 3-4 minutes. Waited at least 3 times that length, during which I finally realized that I didn't really need expensive gadgets to give as gifts. I'd give them 1 star for service, one more for an honest attempt to curb my spending habit.

Greeting their customers would be nice instead of standing around. Walked past several employees and they did the same to me, not a single acknowledgement. I thought Apple was all about customer service? Not this location. On the other hand, store was well organized and decent selection of products.

Every time I come to this location it’s an unpleasant experience. Fortunately the previous time I was in (I had a brand new charger purchased with my new Mac stop working within a week) the individual was understanding and provided me with options. Despite there being several chargers in store, mine had to be sent away for repair. It seems like this is some new policy they have because most recently I went in for a phone repair and I always understood that with Apple care, I could just get a new phone same day. Instead, they opted to order a new part and replace it. This would have been fine if 1. I actually received an e-mail that the part came in and they were ready to repair my phone. 2. My phone actually got repaired! After waiting almost 2 hours they informed me that during the repair something else was damaged and they would have to replace the whole phone. And the cherry on top is that they couldn’t give me one that was in store and would instead have to order it - an additional wait. Not only was my time entirely wasted but the associate helping me was less than pleasant. Rather than being understanding and helpful she was rushing me away. I had to stop and ask her myself to open my phone back up so I could put my SIM card back in to have a working phone before I left the store. I was left to navigate getting my phone back up and running by myself. Terrible service. The Bayshore location is way better and less of a headache. Go there instead.

Dear Sonya helped me with my phone repair appointment ! She was so caring and she gave me an exceptional customer experience! Thank you very much .

Great experience! Matthew helped us and went out of his way to ensure we were fully satisfied. Thank you!

The worst store I met when I traveling in Ottawa, no others. Three or four server girls play with each other, looks like no one wanna do some job thing here. Is that your privilege？Maybe you should know what is BLACK LIVE MATTER mean. After we offer a new iPhone and ask for help, those server just talk with each other and laugh and talk again, no one do something even come any closer and several minutes later a girl came and told us there's no one had time to take our order or do anything help, that's so rediculars. Do a job like horse play in a carnival, that's the lively version pride and prejudice. Only this gentleman help us for everything. If not for my little daughter, I would go directly and never head back. Thank you sir and we will never came here again. Your privilege make me sick.

I went on a day it was not too busy and the service was professional. I waited for about 10mins for my appointment and I completed my purchase in another 10-15mins. The environment looked really clean and there were a variety of items in stock.

First time I have been disappointed in Apple. Tried to return a phone case that was purchased as a Xmas gift (along with an iPhone 14 and Apple Care). I was quite surprised to see how restrictive their return policy was. They sell the same case for the same price today so really they had nothing to lose here...except a customer.

Don't know where to start! Employees behave like they are doing the customers a favor by actually serving them and look like they are annoyed by the very same customers who pay their salaries. Also I have never seen employees avoiding eye contact with customers and when they DO serve a customer, the arrogance is beyond belief. I think the term "genius" gets to their (ignorant) heads and the attitude derives from that (self titled) attribute. I left and ordered online only because Apple still makes good products (i.e.: the Apple success has NOTHING to do with the store employees). Can't wait for Apple to follow the trend and fire 10 000.

You can hardly see the smiling faces of the shop assistants. The service attitude was perfunctory and did not solve any real problems. Would only recommend me to format the mac. Giving 1 point is because there is no way to give 0.1 point.

❌ Delay in finding the right person to consult because its usually over-crowded. ✔️ Super Quick service once the item to be bought has been decided.

i had the best experience at this store all thanks to chris. he was extremely helpful from the moment i sat at the genius bar, and knew exactly what to do with my issue. i had an issue with both my airpods and my macbook and he helped me with both in the same time an average employee would've helped me with one. after figuring out the problem and solution for my devices, he was able to suggest ideas for me about paying for the expensive repair- he did this all without me asking and i was more than delightfully surprised upon hearing such accommodations for my situation. if there was a booking system for specific technicians i would be disappointed as i can imagine everyone would be filling up the slots for chris and i would probably not be helped by him ever again.

I went to this Apple store location today and the employees were extremely helpful, kind and professional. Despite some issues with my order, they did their best to accommodate and help resolve the issue. Mikayla was one of these employees and a few others. Before I called Apple Support, they pulled up a chair and offered me a place to sit while I talked on the phone. It was a small act but something I really appreciated and didn’t want to go unnoticed. Lovely group of employees at this location.

Staff are attentive. Product is a bit expensive but fun to use.

Great place!! A lot of shops. Great variety. Practically you can get everything in here.

A year and a half ago, I purchased a laptop it broke and the repair cost it's almost a 1000 dollars. They don't answer for non of the repair and I found myself if I want to have my computer back, in the situation of almost buying another computer a year later. The even offer me if I want to put that 10000 dollars on a new computer. It seems a joke. I guess I will have to do that but definitely not putting that money to get another mac ever again.

It's a big and busy apple store. Great staff and customer service. You can consult with great agents in this store.

My favorite Apple store. It seems like they have a very good store manager because I’m getting a consistent excellent customer service. Very rarely that I deal with a rude staff member there, and they usually don’t last long. Thank you!

Most employees are nice and trying to help, but for that old employee in the genius Bar, please give him a break, he is stressing, trying to prove me that I don’t have a problem in my computer without even checking it… and after trying to tell me he knows his job… Apple store need young professionals, that guy need help changing the diapers… how can he help customers?

Went online to book an appointment for my iPhone when I could no longer boot it up and it wouldn't let me proceed unless I received and entered a verification code, which I couldn't receive because my phone wouldn't boot up. This was AFTER I entered my password. So there's no way to book an appointment to have your phone fixed without having a working phone.