Apple Store

Husbands new iPhone 6 screen was shattered. Showed up at 7:00 and phone was fixed by 8:40. Everyone was awesome. Was a wonderful experience

I went in with an appointment to get my MacBook Pro repaired. I was attended quickly which was a pleasant surprise since it was pretty busy in store. They fixed my computer within an hour and it’s like new. While in store I purchased some other items. The staff was very knowledgeable and lead me in the right direction with my other purchases.

Doing repairs? Don’t come to this store, no matter how much you love Apple products. Repair estimates are unreasonable and they tell you to fix it or buy a new one. If you think there’s something wrong with the service they are providing, contact Apple’s customer service line. Much more satisfied with their solutions.

I arrived in the store on Saturday evening, it was super packed but understandable considering it was a Saturday. My phone stopped charging abd essentially became a 900 dollar paperweight. The genius named charles helped me, very nice and very fast. Replaced my device on the spot and i was out in about an hour.
I would have taken pictures but my phone was a paperweight. good experience.

Typical Apple Store experience; very crowded and very busy on virtually any day you go (even weekdays). Lots of gadgets on display, so even when there’s tons of people there, you’ll still be able to play with a specific product that you’re on the fence of buying. When you schedule appointments to fix your phone or other products, the employees are very friendly and quick to get you checked in, the wait can be long, but it’s expected.
The experience gets very sub-​par if you’re there just to buy a charger, a phone case, or anything that’s not a phone or iPad. There’s a huge variety of retail items hanging on the wall that you can just grab and go, but there’s no dedicated cash register with an employee. I could’ve sworn there was one years ago, but I could be wrong. You’ll have to find an employee on the floor to check you out, and when it’s busy, that can be difficult. Most of the employees are already helping other customers, so my bf & I’s past couple experiences buying a retail item hasn’t been great, waiting 10 or so minutes trying to find someone who wasn’t busy.
Either way, good experience if you make an appointment and need something fixed; however, a not so great experience if you want to grab one thing and go.

A lot of people in Richmond avoid this store because it’s always very busy. Apple only has a limited amount of locations on the East Coast, so it makes sense that people flock to this store when in the Short Pump area.
I personally usually only go in to browse since buying my laptop from this store in 2011, but on this particular occasion I was going in for a major repair. My MacBook Pro had video issues and wasn’t booting up at all. Talk about a soul crushing potential repair and headache waiting to happen. Turns out it was a known issue and I’m getting it repaired for free! Add this to the great service I received in store (my whole appointment was 15 minutes max) and I’m an Apple customer for life.
My suggestions for people complaining about the long wait times in the Genius Bar:
1. Do yourself a favor and call Apple about your issue first. I know it seems like an extra step when you can just hop in the car and go to the store, but seriously, their phone techs can set up an issue ticket for you prior to going in so you don’t have to explain your life story over again. Bonus: They can also schedule an appointment for you!
2. Which brings me to my next tip… Don’t do walk in. You want to know why it’s taking forever to get to you? Because you didn’t pre-​plan ahead and appointments are always taken before walk-​ins.
3. Weekends are your enemy, not your friend. While I got extremely lucky that I went on a Saturday night and it wasn’t slammed wall to wall, that is an exception and not the rule. I highly suggest picking appointments from 7 to 8:30 on a weeknight when the store isn’t batshit crazy and chock full o’ tweens taking selfies on phones they want for Christmas.
4. Learn a little patience. This is one thing that drives me nuts about people in Short Pump is that they usually think they are supposed to be waited on hand and foot like royalty. Again, this store is popular because Apple has created a lack of availability which drives up demand. You see the store is crowded, so just chill out until they get to your appointment.
Hopefully this helps people navigate a little better when repairs are needed. That being said, Alex was funny and a great help when I came in for my repair. I also had questions about the new iPad Pro, an Apple Watch, and other gadgets in the store after my computer was checked in and was helped within moments of approaching and testing a product.

Absolute waste of time. I called the call center and clearly explained my issue was a cracked screen and I needed onsite replacement. They booked me an appt and I drove 45 minutes one way to the store. Then was told they would take my iPad and request a replacement. This is not possible with how my Corp IT works and instead of actually listening to me this sales rep up front wanted to continue to tell me how replacing glass is dangerous and apple glues there in. Who cares?!
the issues is they knew what I asked for and instead of telling me that they can’t do repairs onsite they had me waste a few hours here driving. Grrrr.

Well I went in to purchase an Apple Watch. When I first went in, no one offered to help me. I had to ask someone for assistance on the Apple Watches. The lady that assisted me was awesome once I got help. I must say it was very busy. My first watch would not cut on after waiting several minutes. They went and got another one and it took about another 30 mins for it to cut on. Overall I spent an hour in the Apple Store. It was an ok experience. Customer service could have been better.

5 month old computer has a screen issue which allegedly is not covered by warranty. Within 30 seconds of the employee coming over, he quoted me $ 480 to fix. Not going to happen. I drove 2 hours to get to this Apple Store. Ended up walking out.
Three stars because they saw me on time

This is possibly one of the most crowded apple stores. I have gone on many occasions and found that there is rarely an instance there isn’t a crowd. The staff is very helpful, though you have to wait a 15 – 30 min beyond a genius appointment the apple geniuses are thorough and will take that moment to make sure your questions are answered.

Made appointment, but I don’t see the point of it
So far been waiting for 42mins and still waiting for it
Totally wasting time
Not even go by order it just waste to come here
The most terrible place ever been

I’ll echo other’s experience. I had an appointment and arrived a few minutes early, checked in, and ended up waiting almost an HOUR after the appointment time. The apple genius was wholly unhelpful. Worst Apple Store I have been to yet.

Upon arriving the store was very busy. Within minutes a Genius created me and took my info and appointment number. I waited for a very short time and was taken by my Genius that was assigned to my case, Dylan. He was very courteous, helpful and professional. My iPad could not be fixed but he set up a repair number for me to return it to Apple and get a replacement. I was impressed with Dylan who is an excellent representative of Apple.

My experience here was akin to what you would expect at the Verizon store. I showed up for my genius bar appointment on time, and was told to wait «momentarily» for a store attendant to help me. 20 minutes go by, and someone finally comes over. I was replacing a phone with a cracked screen, and in the past, any kind of phone replacement I’ve dealt with has been a pretty quick process.
Store clerk takes my info down, leaves for 10 minutes. Comes back, charges my credit card, leaves again. 5 minutes go by. 10 minutes. 40 minutes. ONE HOUR goes by, and after two store clerks have told me that they would see what the delay was and have not come back, and I can only assume that my original store clerk has morphed into some horrifying monster and is eating his coworkers in the back room.
A new clerk finally comes out and hands me a phone, and I have to wait another 20 minutes in the store for the thing to restore from icloud just enough for me to be able to make calls. While I wait for this to happen, one of the clerks hovers over me like she just can’t wait for me to leave, and when I expressed my frustration at the situation, she just started making excuses.
Do. Not. Go. Here.

I have been an Apple customer for decades now and have owned almost every peice of Apple products ever made. I had a problem and wanted to drop off my Imac to the store today. I got there and waited in line to speak with someone only to be told I needed to speak with someone else in a longer line. I just wanted to drop off my Imac and get it restored to factory settings. So I waited in that line only to be told I need to make an appointment to drop it off and they are all booked up for the day. So I wasted the 20 minute drive to the Apple store, 20 minutes in line and the drive home.
This is completely inconsiderate of your customers. There is no other business that does it this way. I refuse to ever go back to any Apple store. I will make the drive to Capitol Mac from now on. Those pretentious little shits calling themselves geniuses. If I wanted to by something or recycle something there is always plenty of people who are willing to help me. But if I want to get something fixed no way. I feel disrespected and am done with Apple if this is the way they treat their customers.
Stay away from this place and support your local mac shop. I do not work for Capitol Mac. And have never been there, but will be going on Monday. God I hope they do not call themselves Geniuses.

This place is always busy and crowed. I only to here if I need something, like a replacement phone.
As a walk-​in, I waited over an hour before I was seen. I think they need more Genius Bar associates, because the sales associates were just standing around, while the Genius Bar was extreme busy. This was just a Thursday night around 5:00pm.
The only thing that saved this review was Natasha. She helped me with my phone and she was fast and friendly. We chatted while we set up my new phone. She definitely provided excellent customer service, and that isn’t something I find so easily nowadays.
Otherwise, not my favorite place to visit.

Living in Charlottesville, the only Apple Store option is this location in Richmond. PeachMac, the «approved Apple retailer» in Charlottesville, is a complete joke; don’t bother. While this Apple Store is ~55 miles away, it’s an easy drive on 64. Always busy (it’s an Apple Store), but knowledgeable employees at the Genius Bar.

I love the Apple Store and all things Apple with all my heart! However I don’t like having to come to the Genius Bar because it’s always swarmed with people! Even though they serve you quickly it’s kind of uncomfortable with just the sheer amount of people. I came in because my phone was on the fritz (my whole audio input system was out) and I found out that the phone was outside of the warranty. I didn’t put AppleCare because I actually put Verizon’s insurance on it (see Verizon’s review… good job there too).
When I got to my genius he was absolutely wonderful and basically informed me that I would need to be in the market for a new phone. I was actually excited. He passed me over to a wonderful sales rep named Yul. And let me tell you Yul provides five-​star service at its best. He doesn’t try to sell you something you don’t need, he finds out where you are what you like and need and then suggests products based on that. He’s a very good listener and also very succinct and prompt.
I ended up not getting the phone because there was no upgrade eligible (bummer) on my line at the time. Even after that we continued to chitchat for a few minutes and there were no hard feelings! Trust me as soon as there is an upgrade, I will be coming back to see Yul to get that phone! If you’re looking to buy a new Apple product asked for Yul! He will give you awesome treatment!
He is an exemplar of customer service and the Apple way. Rapport building is what’s important! Way to go Yul!!!

When you step in this place you know there is something special happening. Customers and Apple Customer Service Reps all over the place taking care of business!
I have purchased my iMac, iPhone, and iPad here over the past two years. My visit today was two fold, to buy a cover for my iPad and
maybe a few other accessories… ALSO to find out about the new iPhone 6. Even as good a customer as I’ve been they were NOT able to give up any details about when the new bigger phones were coming. Hey, I tried!
Once I picked out my new cover, the Apple Rep swipes my card right there and said your receipt has been emailed to you!
Done! Love that cool check out twist!

Seriously why bother making an appointment. I arrived early and the store was over run with people. I checked in and I was told to take a seat. Another person came by and got «more information» I then waited for 40 minutes until someone could help me.
I felt like I was at the DMV. I am highly disappointed because I expected more from apple. I hope the next time I go in the store I will have a better experience. I don’t know if there is a way to fix this problem, but I really felt confused with the entire process.