Apple Store, Smith Haven Reviews

Waits are way too long. Shouldn t have to wait an hour just to talk to someone

The worst experience of all. I made a 2:00 appointment for my screen to be fixed. They told me to come back at 3:40. It s 4:30 and I am still sitting here. Spoke to several people. One women told me 3 minutes 20 minutes ago. I m furious. Never again.

Friendly staff, brightly lit, huge wall display, antiseptic product presentation.

I bought my IPhone there the other day. Service was good, wait time not bad. Sales and management were very good. Even the security guard helped out with the sale. He ran back to the manager and told him everything I said.

Customer service......Zero.....as there is no LESS than zero available

Accountability............Zero

Overall Experience.... Less than disappointing, in order to keep it polite

How Would You Rate Your Apple Store Experience Today.....Rather be Stabbed in the Eyes, with a Rusty iPhone 4s.....the 'S' must stand for shite!!

Thes arseholes STILL have my iPhone 4s, non working since an Apple iOS update..............please return iPhone in the working order it was before update!!

They were mobbed, but we had an appointment and they were on the ball. Friendly, efficient and helpful. My daughter's apple phone was not purchased at this location, but they did all they could and a little more to help. When the staff member learned that the earbuds were missing from her order (that was not made here), he gave her new earbuds and put a huge smile on her face. They couldn't help, but pointed us in the right direction. Highly recommend!

They are very helpful and treat you with respect. They also explain everything thoroughly. They place also has a nice aesthetic. They fixed my mac in a shorter time than whar was estimated. Great communication!!

There were a lot of people but their service was pretty good.

I was today At the Apple Store because I had a problem with my phone which I couldn t hear when someone called me
I went there I left an appointment for a technician to look at my phone so technician came over black lady and she was so disrespectful which soon as she came she said you dropped your phone and that s why you cannot hear anybody which my phone didn t even had a scratch and my phone actually never fills down

I don t know how to give them 0 stars

This place has the worst customer service I've ever experienced of any retail store anywhere. I'm not a person who likes putting negative reviews but this merits it. I came in cause I upgraded my system as the computer prompts you to and it never turn on. It would show a folder with a question mark. The first time I went there, they said I had to wait over an hour so I opted for making an appointment which was 3 days later. I made the appointment which was smacked in the middle of the day and unfortunately didn't get there in time. I tried calling the store no luck, called customer service they couldn't even get in touch with the store. I went the next day as a walk in and they said I had to wait 2 hours. On this day I wasn't feeling good since I acquired the flu. I mentioned to everyone I spoke to, even the manager they showed no concern what so ever. One lady even said that their system was so organized that is why I had to wait. I wouldn't call waiting 2 hours organized. There was another lady who had an appointment piss off cause she was waiting 45 mins, so much for this apple organization system. Not sure what world they are living in but in this world you have to care of your customer or eventually you will loose them all. When I finally spoke to manager he didn't have anything different to add I expressed my feelings about their system and he said he didn't have enough "Tecs " I told him that he should hire more Tecs then. They have too many people walking around with their gadgets making it believe like they know what they are doing and non of them know how to even run a freaking simple computer diagnostic, take a computer in right away and call you when it's fixed and save the people the headache of waiting. This is what they used to do. Why change to this so called "organized" way of doing things. If they continue with this way of doing things they should rename it instead of customer service called "cattle management" or "we don't care about you coordination". They are so nice to sell you but not nice to take cake of your issues. Not good when they want 3k for a computer that may or may not work in 6 months when you do an upgrade. So why bother with the extra apple care insurance. The biggest problem is that now their computers are seal and you can only bring it to them otherwise the warranty is void. Not a good business model apple. Terrible for a business when your customer care is that horrific, it doesn't even take a genius to know that. At the end of 2 hours they sent a guy who was running a diagnosis of the system but was so busy talking to other co-workers that couldn't even press a simple key to advance the diagnosis. I asked him how long it would take cause at this point my flu got the best of me and I was going to vomit all over their floor. He said he needed a tec cause he wasn't a tec. I was so sick I pull all the cables from my computer and left. Apple instead of having art classes you should have more tec classes for employees so they know how to take care of problems not just look like a genius. I think the only genius move is to not buy an apple product in the future. I have been an apple client for over 10 years with a desktop, 2 laptops, an iPad and an iPhone. I am an editor and I need my computer for work. Shame on apple as I am gonna start looking for other alternatives. Steve Jobs has to be turning on his grave right now for what apple is doing to its customers. So if your sales go down it may not be because you didn't come out with a new gadget to compete with the other guy but because you forgot about the people who matter most, your customer. Loyalty and service tigers purchase not a new gadget or remodeled store with a million of uncomfortable seating for what might be your longest wait...
An apple rep called me as I filled out a very upset survey and they tried to rectify or remediate the situation. They gave me an appointment and this time around it was a totally different experience. I didn't have to wait as long and they fixed my computer.

Went in and got a new IPhone. Wait time was about 15 minutes. The Door greeter let me know I was going to be next in line. Sales rep was very good and knew what he was talking about. The store manager came over and introduced himself and asked me some questions about my old phone. Everything went as good as I expected. I will buy there again.

This place was mobbed, but the service was pretty good and very friendly. The set up is a bit silly, you have to walk through the middle of the store to check in for your appointment - that's probably not the best place from a logistical perspective. Then they have you sit around a table and wait for the next person to come help you. The wait wasn't too bad considering how mobbed it was. Regardless, my screen is fixed and beautiful and I am happy.

I have to say I did have 1 bad experience in the store in the past, but the good they have done for me has outweighed that 1 negative by tenfold. Most recently Karen, one of the store managers, went above and beyond and honestly made me a customer for life to that store. I had a defective 2015 model iMac 27 5K display that was out of warranty about 9 months. The repair was $600 to replace the LCD display. After installing the replacement display, the team there ran some more diagnostic tests and found out the logic board was faulty which would cost another $700 to replace! Karen called me up and made my day. She offered me a brand new iMac 27 5K 2017 model at no cost and took back my 2015 model. Here I was thinking I was going to be out over $1000 to fix a computer that I had originally spent $2300 on and I ended up walking away with a brand new iMac at no cost. I am totally ecstatic! Christine I believe who helped me once I got to the store was awesome! Another time about a year ago, I messed up transferring accounts off my MacBook Pro which had all my work files on it. I thought I lost everything. I would have been totally screwed. I was having panic attacks as the thought of losing 4 years of work files was an absolute nightmare. I ran to the Genius Bar at Smith Haven Apple Store on New Years day 2017 and luckily they had one of there most experienced guys on staff that day that somehow retrieved all my files even though all my user accounts were deleted off the MacBook. The guy was a genius! Literally. I wish I remembered his name. He had the rest of the genius guys watching him like he was putting on a clinic. He was a total boss when it came to Mac OS. So seriously, this store rocks. I will buy all my Apple products from here now on. Keep up the great work there everyone! Tim Cook if you're reading this, give Karen and Christine a raise. You're lucky to have employees like them. I will be buying my next iMac from Smith Haven now as soon as the line is refreshed (so PS hurry up lol). I have always bought my Apple products from Best Buy, but after how I got hooked up by Karen, I will do all my shopping directly at Smith Haven Apple store.

I had issues with my laptop after updating/upgrading to OS Mountain Lion. I had to go multiple times to figure out the issues with the software, but in the end Mani from the Genius bar was knowledgeable and resolved all of my concerns. Outstanding customer service. Would highly recommend Mani to all Apple owners!!!

Need extra time, service is excellent and knowledgeable!

You guys are the worst! You guys have no knowledge about technology yet you sell them. My IPhone got disabled and the man that "helped" me there literally told me the "ONLY" option I had was to reset my phone and to loose everything and said there is no other way very clearly. I then did my research and I literally just had to connect my phone to iTunes restore it off to my computer device and then I was still able to unlock it without having nothing deleted and it worked. You guys are only there to sell stuffs.

I bought i Mac from this store, Employee was very helpful and very kind (Cam) and fast!
Thank you for your service Cam and thank you Apple for keep such a good employees like him.

The young lady that assisted to re program my tablet was amazing! She knew exactly what she was doing... and did it in a timely manner...made my visit painless!!!

I have visited this place for my AirPods battery issues. On October 17th one of tech support booked the slot for me. Suddenly I got an alert for appointment cancellation. I have visited the store and spoken with other tech support. One of the manager came that time and she said that she doesn t know, how long it will take to give other support. She didn t even discussed with me reason of appointment cancellation.

October 18th, I have booked the slot for myself. One of the tech support did the trouble shooting and he said that, Apple will not repair AirPods. Apple only replacement if I have warranty. Unfortunately my warranty expired by September 2019. So they gave replacement option for $69 for each AirPod and charging case for $69. They didn t even checked for AirPods problem. That s how Apple treats customers for repair. Same answer from tech supports and manager is that APPLE DON T REPAIR THEIR AIRPODS, THEY DO ONLY REPLACEMENT WITH WARRANTY.

My question is, if Apple don t repair their product who will going to repair.

It s really bad experience from Apple. They don t want to repair their products. They simply offering replacements with warranty products. There is no warranty the product is useless.

Apple should learn how to repair their products. If There is no repair, it s better not to invent new model of products which is useless if any damages.

Incredibly rude staff!!
The technician Adam and line person Kerry were incredibly unprofessional and condescending. I was told to wait for a minute and no one ever came. I only wanted to purchase air pods. I guess they only care if you are buying a phone or computer. Over the years I have spent over 10,000 on apple products
I am done with this horrible place!!!!!

Really polite. Did not try to sell me something I did not need even though they couldn't fix my phone. Have me suggestions and even recommended something cheaper

I had to bring back my $4,700 macbook pro 4 times for the same issue! The sales staff is great but beware when having anything fixed under warranty here.

My son went to get his cracked phone fixed we were unable to make an appointment via Genius Bar ( no available appt for 2 weeks) so we went to the store. We were told to come back the next day which we did waited an hour we were advised to back up and upgrade the app and come back no waiting just drop off the phone part was reserved. My son goes back and was told to wait 8 hours . So annoyed! never had a problem with Apple until now

Bunch of Apple employees standing around not doing much of anything. They don't even acknowledgement you. Smh.

Love apple products, but they don t know how to handle the volume of people in the store. Went tonight, waited over an hour to purchase a macbook air after i checked in and no one came to help me. Obvioudly, the way this store operates does not work.

Bought a new iPhone online. Chose store pickup. Simple pickup. Not setup. I received a time to go. Arrived at that time. Checked in outside and was told to wait at a number and someone will bring it out. 5 minutes turned into 25. During this wait I noticed people being serviced from a separate line. This happened at least a dozen times. Apparently they were shoppers . Any one of those 12 associates could have handed me my phone. When I finally got it, it took all of 30 seconds. I can t help but think that this store is run by a manager with zero common sense. Apple needs to take a serious look at their management trainee program. Never again. #INCOMPETENT

Went in to have my wife's iPhone 6s+ screen fixed. I didn't have an appointment. I checked in and was told it would be about 45 minutes before I would be taken. 2 hours later I got the text to return and drop off the phone. I waited on line to again check in and after 20 minutes of waiting I finally checked in with the one person doing the check-ins. There were 5 employees standing around doing nothing, including three complaining to each other how people keep asking them to check in. I stood around for another 10 minutes before the "genius" called my name to assist me. I asked the "genius" that helped me why those employees weren't checking customers in and was told "they're in sales, not technical." That is ludicrous! They can't take an iPad and check people in? A mildly trained chimpanzee could check in customers. I asked why I couldn't have just dropped the phone off the first time I went there and was given some nonsense about "well, if we find water damage..." Why does that change anything? You're still making me come in several times before I could be helped. I was told the screen replacement would take 90 minutes. After 105 minutes, I went back to the store despite not getting any message saying the phone was ready. Again, checked in and waited around. Pretentious bearded guy number 3 comes out with my phone. I explained to him that I had been in the mall for 5 hours (2 hours between first check in, over an hour and a half for the repair, plus the times waiting just to be checked in and then helped) for a 90 minute repair and asked why they have so many people standing around. "Well, they're in sales..." "So why can't they help check customers in?" "Well, we're all trained in specific areas..." "Why can't anyone here multitask? Why isn't customer service a priority?" No real answer. Apple makes a hell of a phone, but the lesson learned is never use this Crapple store for anything ever again.

tl;dr: they're pretentious and slow.

Horrible service. Told me 2 hour wait and they have me waiting over 4 hours. Techs are standing around not doing anything. Set up in this place is horrible. If they expect you to wait they should actually have a waiting area with actual chairs not wood boxes.

]On hold with Robots voices for over an hour and 20 minutes. 4 phone calls and can not make a reservation. Robots. why not employ a person you, Apple , make enough money. I have Apple produces for twenty years and this is my last time with the four Apple products I own.

Support your local repair store and stop giving your money to apple, service take for ever they don't have any idea how much any repair cost on till the phone get back so in for a big one,like me

The lack of standard store layout disorients me and I walk in, do not buy anything, and walk out.

The way Apple treats its customers and employees is despicable.

You have to wait for service and the only place you can sit are stools that seemed to be designed for grade school children.

If Apple wants me to wait, at least give me a comfortable chair to sit on!

Sometimes they cause delays in solving the issues. Overall it's a good store.

The worst store to visit and the employees are very rude and nasty

Cool store, cool staff, cool stuff.
Oh, and cool air. Love the AC

Horrible store!!! Bought many many products through the years and today went to buy our 3rd Macbook Pro for my youngest daughter's birthday and they were so rude and nasty i can't even explain. They told us to wait 5/10 minutes but 20 minutes later we had to ask again to be helped. And on top of that they said they ran out of bags so my daughter had to leave the store with the box in her hand ( off course it was raining outside today!!!) the manager said there's nothing i can do about the bag. That simple!!!

It's one of the crowded store. Service is good as well.

Excellent service....
When you enter, the person will ask you name and gives ticket so that no question about whom to meet and when turns come,the apple representative will handle you very nicely.
People are so live you will feel proud to be a customer of Apple....
Always busy store this is.....

The service is fine but Apple company is the worst.

Went there with my broken iMac because I couldn't make an appointment over the phone since they never pick up the phone. Once I got to the store they said I have an 8 p.m. appointment and to come back for my appointment. I didn't even make it home before they texted me to come back?? Then I came at my 8 appointment and they told me they skipped over me. After complaining and trying to explain what an appointment actually means they took my iMac and said it would take one week to fix. I called the store a week later and ask for an update and they said it would take an additional 3 more days to fix. Well after 4 days and no communication I finally got through to the store and they said they emailed me 3 days ago and said it's ready to be picked up. They never email me and I checked my spam folder. I explained to them many times that this was my work computer and I needed to know the second it was ready! I can't get over how poor the customer services is!

Great experience. Both classes were very informative . Danny and David are very knowledgeable , friendly and patient.

Make an appointment for the genius bar if you need repairs. All employees very educated and friendly.

Im an Android owner. Which in my opinion is still hands down a better company. Customer service over all is way better. There are more locations available for Android owners. My mom is an apple owner. Who called in an appointment to the smith haven location. We get here before her appointment. The store employee apologized for the mishap n told us our appointment is at 9:15pm. Now thats a 3 hour difference. If it was my choice the apple store would be in my rear view. Unfortunately, my mom dosent have a choice. With out her apple IMac working properly she wont be able tobtake care of her bills. Apple in my overall opinion with todays experience...they suck!!!!!

Young lady (Lindsay?) who helped me was extremely nice and knowledgeable! I was surprised at how they do things for Apple owners for free!

Long wait time even purchases, regular week day, unfortunately employees are not helpful not friendly. We ask five times same question no answer...we just want to know if they have 8 plus 256 but they are saying just wait. Easy question easy purchase but not nice answers, no smiles... We wait for 28 minutes for just one answer and purchase.
Finally john young guy help us very good than we bought it.. he was very good so now 4 star.

Chargers are expensive better off buying in the mall

I paid for apple care so I would not have a problem. I took my daughter phone in for a screen repair and they did not have the part I was told 2 to 3 days it would be in. It has now been a week with several calls to the store with no results. I was directed to their service caller who checked on it for me and after 20 min on the line it s a miracle they now have the part in. I was better going to a local repair shop and getting it done. This I why I don t like apple products their service is horrible.

Always a defensive encounter with difficult /evasive communication.
Apple drones quote the party line without solving problems.
Happy to sell product, not so much with the solving problems with their products.

I have visited this store multiple times and got positive experience every time. Recent experience was very exciting. I got iPhone 12 Pro. But, unfortunately one of the rear cameras broken. I went to Apple Smith Haven Store to fix my problem. Front staff really helped me fast to get in touch with technician. Technician carefully listened to my problem and replaced my device with the support of manager. Manager was very good in solving the problem and also helped me with the screen protector and provided some useful tips for iPhone. It was really a very good experience with this store. I definitely recommend this store. Thank you Apple.

Brought our desktop in to the store three times because of slow response/ performance times. The service and documentation was woefully lacking and created enormous frustration on our end. The computer that we invested the most money in has proven to be our worst performing. Apple technicians were unable or unwilling to identify or recognize the issues and provided zero relief or support . I will never purchase another Apple desktop again.

I know Apple breads teamwork and without it, there wouldn t be as much success. But Walt Whitman mall used to be close to where I lived at the time. And I knew whatever problem I had if Adrien was working that day, I knew if the problem couldn t be fixed, I would walk out of the mall understanding the issue that occurred because of Adrien and his wealth of knowledge .

I recently moved and I m closer to the Smith Haven Mall and have gone in there a few times with minimum success at getting problem solved on first pass...I recently had to go in to have A vintage computer looked in to to see if I could replace some parts and.....low and behold...like Angel lights (sorry) were shining down upon him as he walked forward......Adrien was at the Smith Haven Mall! What have I done to deserve this man to not be in his regular store??

I was really lucky. And I was doing a very kind thing for a dear friend so it worked out so well. Adrien is just brilliant, he is so bright, he listens and he s an excellent teacher.

Bad no one could help with a whatever was wrong with my macbook for a wk !!!!
That shouldnt be when you spend so much for the device from that store!

I had an appointment for 7:45 pm to get my mac looked at because it was broken and I have apple care. The girl (young skinny girl with long strawberry blonde hair in braid) who checks people in "checked me in" and told me to wait at the cubes in the back of the store. The store was very busy, so I was patient and waited 1.5 hours. At 9:15 pm (store closes at 9:30 pm) I finally found someone who wasn't busy. Turns out the girl didn't check me in. They finally got a tech to come over to me at 9:30 pm. She was kind and got me out of the store within 10 minutes. No one apologized, and I'm not happy with anyone else at that store nor do I recommend making appointments to get your devices looked at here. You're probably better off sending it into Apple.

I'm definitely not an Apple person. I'm all Android and Google

Wait time is ridiculous, they won t even tell you the price of simple repair or even give an estimate without an appointment. The employees are nice but the experience is awful such a waste of time

Service was fast despite all the people that was there great customer service.

I have visited this store on several occasions with various Apple devices, and each time I was provided good customer service.

I brought in a laptop with a dead speaker and a broken arrow key. According to the Genius I spoke with, the speaker part needed to be ordered, and I would be called when it arrived. They also said they would wait to fix the arrow key until the speaker part came in. I imagine this was because they only have one Mac Tech on staff, and he couldn't be bothered to have to open the same Macbook twice in a week. I waited a week before calling myself and asking if the part was in, to which I was told it came in a few days prior and they forgot to call me.

I brought it in for repair, which took a night, and the next morning I got a call saying my laptop had to be sent out because they could not fix the issue. This took the whole weekend to do. I just got my Macbook back today, and the left speaker works again, but my arrow key is still broken.

This is not a review against Apple or their products in any way, but more so a warning to not take your machines to this particular store.

Very nice store and great service! Anthony was great!

Came to get a replacement iPhone for a broken iPhone. Everything they suggested I do, I had already done because all that information is readily available online. They reluctantly replaced my phone. The "new" iPhone they gave me is now unresponsive to anything and I can't even use my phone. It was a complete waste of time and they didn't do the one simple thing they should have done which is replace my broken phone with a properly functioning one. Now, I have to waste more time to fix this issue and I had to waste time to write this review but I felt people should know.

I love Apple store on Smith Heaven Mall , I have a good service and apple product i just need to be patient to understand technology and they give class to teach You , how to use your phone!

They are outstanding. Appointments are made. If you walk in for an appointment, you will go on the schedule if possible, but can leave the shop and are sent a text 15 prior to your appointment time.
The knowledge, patience and dedication to customers from this team is worth any extra minute I may have to wait. Their classes are outstanding. Just getting used to the new layout.

My appointment set via the Apple Support app ! I arrived and was greeted nicely despite my appearance coming straight from doing some mechanical work. I was appointed a representative in minutes and my issue was taken care of without any problems .

This place is horrible they help who ever they way when they want they are never available to help its always a problem for them to answer a simple question horrible service

The workers here should be working at McDonald's. I came with issues about my xs max and the manager tells me they don't offer replacements yet. I ask if it's just this location and she tells me no, all apple stores. She also asks for my receipt. No one at the other apple stores ask you for a receipt. I went to another apple store and had it replaced. Don't go here. You'll just waste your time

zero customer service. this is the worst apple store I have ever been to. the stuff was really rude. shame for apple to allow such a store open.

Saw me promptly (cause I made an Appointment!) fixed my phone quickly and didn t charge anything super professional and awesome customer service

The folks working in the store were professional, knowledgeable and polite, HOWEVER, it blows my mind that you can tell a customer to come back in a week because your store is too busy, and still have a successful business. To have that many people in a store all needing technical assistance ... wow. You walk into a large room full of tables where people are just meandering and talking like it's a coffee shop. The staff are wearing non-descript dark blue shirts with a small Apple logo on it but at first you can't tell who's a customer and who's an employee. There's no line. There's no identifiable person to speak with so you have to interrupt a conversation to ask what the procedure is for speaking to someone. When I did find the person I was told they were booked up until next week. This is not Black Friday or Christmas or even the weekend. When I commented on how ridiculous this is the person suggested I come back later just before the store closes, which I did. When I arrived the second time I was relieved to see a group of 5 employees standing there talking but as I approached 4 of them scattered. Again, I was told I'd have to come back in a week. "You just had 4 employees standing here with nothing to do." Seeing my visible frustration the floor supervisor said she would work with me and apologized for the delay. She was very disarming and professional and I applaud her. During the process of seeing why my phone had 0 power they needed my apple id and password which I provided and was needed to turn off the security features. Then I'm told their system is down, they can't verify the serial number and I need to provide a receipt ... from 3 years ago and a different store. Ok, I understand people come in with stolen phones but this is another ridiculous expectation. Now I can see why the store is packed with people needing help. Icing on the cake... try calling the store to get an update on the repair. That phone must have rung for a few minutes but no one ever picked up. Apple, you may make a decent product and your people are polite but your customer service model after the purchase sucks. Quit trying to be hip and cool and work on making sure frustrated customers walk out happy customers by making the process efficient and faster.

Apple store is ridiculous, 2 1/2 hr wait, when store wasn't busy. Just to drop off my non working computer. Apple is scamming the American public how can it be worth a trillion dollars selling phones and ipads? Because it pays Chinese workers $2 hr and we pay $1000 for a phone, what a margin that is. Boeing should be a trillion dollar company or Samsung, but they pay fair wages and benefits to their workers

Some great, knowledgeable staff members and excellent managers. Was very helpful when 1 staff member wasn't.