Apple Store

A very good store to shop for all things Apple, whether you’re searching for computers, phones, software, hardware or peripheral devices such as speakers, etc.
I’ve typically had above average service here, but it can get extremely busy during peak hours with the service slowing down significantly. That being said, it was actually much easier to set up my new phone service through the Apple store than through the Sprint store, so there you go. I’m a big fan of this place and they have earned my business.

For a company that puts design first, arrogance and attitude do not pass for customer service.

I visited the Apple store twice this week because my iPhone 5’s front panel and screen were lifting off the back of the phone. I had made an appointment and was greeted and checked in promptly both times. I was surprised at the wait time, especially since the mall was not busy either time, but the Apple store was. However, every Genius on the floor was helping at least one, if not two customers, so I wasn’t waiting because of poor customer service. On my initial visit, it was determined that my battery was swollen, and because it was a safety issue, the phone would be replaced for less than the usual repair cost. The second visit was to swap phones, and transfer all my «stuff» to the new phone. Both times the Geniuses and the floor managers were personable, attentive, and worked as quickly as they could without hurrying me along. A fine experience, and I was pleased that my problem was easily and relatively inexpensively solved, even though the phone was out of warranty. The only mild complaint I have is that Apple ought to hire more staff, if this level of activity is normal for their store.
Words to the wise:
1) Make an appointment. Even the store’s non-​busy times were horribly busy, so save everyone some grief and make an appointment!
2) If you’ve taken your phone to an unauthorized third party, or if you’ve had it repaired with non-​Apple parts, expect to be out of luck. If you buy Apple, stay with Apple!
3) Be nice. The store is constantly noisy because of the number of people in it, the Geniuses are helping two different people with both hands at any given time, and they really want to help you out. Have some mercy on the staff, and be nice!

I came here the day after the new iPhone was released because my wife couldn’t get a rose gold 6s to save her life in Chicago that day. And you know all the white girls they need the rose gold, don’tchaknow.
Anyway, Grand Rapids was apparently sent a surplus of them because I was able to make an appointment and get in the same morning to get her that pink phone!
They handled it as kind of a cluster. You stood in one line, then you were separated and moved into 4 other lines based on what you needed. Pay in full/​finance/​support etc. No f*cks seemed to be given whether you had an appointment or not, because someone with a later appointment than me was placed in front of me in line. It wasn’t enough to irritate me, but it seemed strange that they are so determined to have a process and then they just ignore it at the end.
My salesperson was very nice and friendly, but she didn’t want me to setup the phone in the store. She let me, but really just wanted to get to the next customer, and as I was completing the setup/​restore from the backup I’d made of my wife’s old phone, she did actually move on to help someone else, so when I had a question it was a bit awkward to interrupt her helping another person.
Overall the process was smooth with just a couple of bumps.

Always busy. Staff knows what they are doing, but wait time is ridiculous. Even after making an appointment, our technician ended up helping us and another customer at the same time. This took time away from her trying to fix our problem. Pretty disappointed with the service.

The Apple Store is the place to go if you want to see exemplary customer service. You arrive and are greeted within 10 seconds, and asked if you can be helped, and if you are just there to browse, they leave you alone until you need help.

Great store went in and got iphone fixed in great time. Staff knew what they were
doing very well trained staff.

Wow. Kris from the Apple Store knocked it out of the park. We purchased our third phone from Apple and he has helped us all three times. I would highly recommend the Apple Store and Chris to anyone. Great customer service and can overcome any problem.
Jennifer has done a great job of hiring the right people.

* Tiny store
* Poorly trained staff? (excluding geniuses)
* Most staff members do not own current generation hardware
* Staff members repeatedly share misinformation against Apple
* Staff members exhibit uncivilized behavior
* Staff member express general disconnection with technology
* Staff member did not understand the differences between a bluetooth beacon (iBeacon) and a Wi-​Fi base station
Compared to other Apple Stores, it’s absolutely disturbing to encounter such a high number of incompetent individuals.

My wife and I went to this store shortly after the release of the iPhone 5s. We had money in hand ready to go. We are young and felt as if we were prejudged for our age.
I give two stars because I love their product but a 1 star for service. There were multiple customers who walked in much later than us and were taken care of long before us.
Hope that Apple Retail Stores can recognize their customer base and treat everyone equal no matter age.

Made 3 trips here to solve what should have been a simple problem. Worker wanted to charge me $ 300 for the same issue my brother had just paid $ 60 for. I use to think highly of apples customer service but was let down. They put you through the same salesmen crap as the phone service providers.

Thanks to most of you «genius» at the store.
Unfortunately, today my experience with Eric (with the beard, Peterson?), got frustrated, said to me «I will be right back». However, he let me stood and never came back. His excuse was that he did not feel good.
Sorry, Eric that is poor business attitude (simply RUDE). Next time, I will make sure that you will not be my help.

Went in to gather information regarding an anticipated purchase of a laptop. The person who I was refered to could not have been less interested in me or my questions. He constantly gazed out toward the door, never looked me in the eye, and answered in monosyllable.

The power button on my phone was going bad so I had to get it swapped out. I made an appointment for 6:30 and the place was packed. I got there about 6:25 and stood in line till 6:35 before anyone even acknowledged my presence. Long about 7 they started the process of swapping out my phone. Once I was about to be seen the process was quick and painless. Seems kinda pointless to make an appointment if they don’t keep their side of it.

I had a horrible experience with this company! A couple of months ago, I purchased an iPad mini, and the Apple Care Protection. Within just a couple of weeks, a line of dead pixels formed down the middle of the screen, still under the «30 day warranty» and the apple care, they said that there was nothing they’d could do about it. They were very rude, and unprofessional about everything. The manager was just as useless as the so called «genius».

I was really enjoying my new Mac laptop and iPad, and getting a lot out of the 1:1 training sessions. But then, everything went to hell. I had one truly snippy «instructor» who insulted me, so I walked out. She later apologized, but too late. Now, I just don’t want to go back in there. When my 1:1 training sessions expired, I did not renew. Any surprise?

Great help! Dave Jagger great help. Dave is personable, knowledgable and on top of things.

Great service and products. The staff I’ve worked with over the years have always been very attentive to my questions. We moved here from the Indianapolis area where I would frequent the Keystone at the Crossing Apple store, and this location in Grand Rapids is just as professional if not more so, I’ve been very impressed.

If all business ran like this store there would be no Unilocal, we could always expect excellence as a matter of course.

I purchased an Itouch from another store but had problems syncing the Itouch with my PC. After trying to fix it myself by following the instructions on Apple’s website I decided to make an appointment with the Genius Bar to have them look at both my PC and the Itouch.
I believe the fact that I have a older PC vs a Mac Book is where my problem came in. The lady who helped me (for well over an hour) seemed very knowledgeable but was unable to sync my PC with the Itouch. I have given 3 stars only based on the fact that my problem is still not solved or else it would’ve been an easy 4. My next computer will be a Mac Book and I hope to purchase it from this Apple location as their service was great. I just want the Itouch to work!!!