Apple Upper West Side 1981 Broadway, Manhattan, New York 10023

"Had a great experience with the two people I worked with. One gentlemen who helped me purchase an Apple TV was very nice and helpful. I wish I had gotten his name. And then we did a demo of the Vision Pro with Rachel and she was very kind and great to talk to. She was very knowledgeable and enjoyable to do the demo with."

"My sister and I went to the Upper West Side Apple store to replace old phones. There was an issue with our carrier that led to our being at the store for roughly 6 hours. This was not the fault of Apple or any of the specialists at the store. We felt as though we were in great hands the entire time for what was an incredibly frustrating endeavor for all involved. Some employees even stayed longer than their shift to help us which was so incredibly kind and unexpected. The customer service shown by Steve, Rachel, Brenda, Alexis, and Jenn went above and beyond. We are very greatful that they helped us solve an unexpected issue with such kindness and compassion. This store has a wonderful group of staff!"

"So my first interaction with this Apple location began when I came in to the store a week prior to purchase myself a new Apple Watch series 9 and to purchase one for my father as well. The size and color combo that my father wanted was not available so the associate that assisted me offered to place the order for me and ship the watch to his home. Sounded easy enough, we finished the transaction I paid and left the store. Shortly after I received an email confirmation for the order and noticed that the associate had ordered the wrong size watch and incorrect color that I had requested. I proceeded to reach out to customer service and ask if the order could be adjusted or canceled they said it was not possible and I would have to wait till I received it. I understood and simply placed an order online for the correct watch. Once my father received the correct watch, I came into the same location to return the incorrect size and to process a trade in for his old device. Initially there was a young associate that began to assist with the trade in, he was having trouble finding the serial number and finally figured it out and proceeded to finish the transaction. We were maybe 30 seconds away from completion when his “supervisor” whose name is MEGAN decided to tell him he needed to go on break. There was an another associate standing by that was asking me questions about my scooter. The supervisor decided that associate would finish my transaction. This associate looked at me straight in the face and said that she was not paying attention to the transaction nor did she know how to finish the transaction. She proceeded to consult this “Megan” for assistance and her supervisor told her very briefly how to finish the transaction but she still was unable to do it. The supervisor then proceeded to tell the associate she would assist whenever she was done with the current woman she was speaking to. I became upset and restless and walked over to the supervisor to ask for this transaction to simply be finished by someone who knew how and had already waited 30-40 minutes for this process to go on. She stood there disregarding me completely while the associate she left to assist me was helpless. Finally she said I’ll help whenever I’m done and gave me a dirty look. I couldn’t handle the blatant uncalled for disrespect and left the store. I have personally worked in retail for 15 years and I HAVE NEVER acted in such a manner. If you have no interest in actual “customer service” maybe you shouldn’t be put in that role. I can whole heartedly not recommend anyone come to this store for shopping or aftercare if you expect the bare minimum of customer service. Apple you should be ashamed."

"update: I am very surprised I didn't receive a survey for my recent Apple Watch trade in and shopping experience on 04/24/2022.   I was looking forward to receiving the survey because I  wanted to give feedback on the associate who was working with me.  The representative wasn't helpful at all and she was all over the place.  I kept getting the vibe she didn't want to assist me.  She kept complaining about being hot and I felt like I was being rushed although the store was empty.  The representative didn't know how to unpair my Apple Watch from my phone.  We were standing there for a few minutes when I was going to suggest she ask a coworker but then she bluntly told me to Google how to unpair the watch.  Before I could ask for someone else to assist me my daughter figured it out and unpaired my watch for me.  I understand people may forget how to do things but it's the way it was said and the representative could have googled how to do it.  I am very disappointed with the service I received at this location and I'm not sure if I will return or recommend this location to anyone else. I should have followed the advice from my previous review and not have returned to this location. This was my first time visiting this location. It is best to make an appointment prior to coming to this location. I noticed others were being turned away as they didn’t have appointments. When you arrive you wait on line, you then check in outside in front of the store. Once you go in a representative checks your temperature, then they will instruct you where to go from there. I had an appointment with the Genius Bar and was directed to go downstairs someone would assist me at the bottom on the staircase. A representative directed me to a table and informed someone would be with me shortly. I waited maybe 20 minutes for a representative to finally come over to assist me. The representative was very helpful and was able to resolve my issue with my air pod pros. There were other representatives who seem to be rushing out customers as they kept saying they were close to closing. There is also a restroom and elevator at this location. This isn’t one of my favorite locations, I don’t think I’ll be returning to this location. If you are nearby try giving it a try it may work out for you. I've giving this location 3 out of 5 because they were able to resolve my issue."