A mean kid helped me. My Apple Watch face popped off when I was working taking care of patients. He said it is meant to do that when the battery dies. “You’re lucky it didn’t explode.” Why don’t they tell you that when you buy it?It was in perfect shape. Programmed obsolescence. The kid thought I was crazy when I asked him if apple would give me credit towards a new one. “It’s too old,” he says.Apple should be ashamed of itself for not supporting their product. No watch should spontaneously come apart. And for training their icy employees who offer excuses for bad products without the slightest care for the customer? Apple deserves to end up where they were in 1996 - before most of their employees were born. Shame on you, Apple store Syracuse.

One of the best in-store experiences i’ve had. My genius appointment started on time, the purpose of my visit was solved flawlessly and the guy helping me was extremely friendly and professional. In and out in safety with all staff members wearing their masks correctly.

Stopped in to order the new iPhone 13 pro Max and a new watch. No signs were up saying masks were required and I am vaccinated. I would have gladly put a mask on had there been any signs saying they were required by the establishment since they are no longer required in NY with a vaccination. An Apple employee (young male, high school-college aged) hardly tapped me on the shoulder and said “put on a mask or leave”. The correct way was to nicely ask me to put on a mask which again I gladly would have done if you had asked politely or had a sign up. I didn’t argue and left left without purchasing 2000.00 plus worth of merchandise and canceled my Apple care 9.99 a month, Apple Music 9.99 a month, iCloud storage 14.99 a month and Apple TV subscriptions. Bought a Samsung phone instead and traded my iPhone in. And that’s how you lose a loyal customer for life.

My son loves loves loves apple products and visiting every apple store we can find. lol This store gave us masks when we walked in which was nice. We had 2 fellas that helped us with numerous questions and they were all very knowledgeable with their products. My son needed a cell phone case and he found the exact one he had been looking for since last month. He even spotted his very next case for when we return. Hahaha This store is super clean, well lit, never overcrowded and will always have our business. Thank You.

Worst experience I’ve ever had an Apple store and I’m a boil Apple customer. I waited 37 minutes without even somebody saying hello to me except for security to tell me to put a mask on when I walked in the door. Good job at blowing it Apple I’m gonna switch because I can’t receive good service in Syracuse

Always a great experience here. Staff is always knowledgeable and eager to help with any issues I may have and answer all of my questions.

I spent $700.00 on a new phone but nobody bothered to mention that I might need a $10 adaptor to charge my new phone and to connect to my MacBook Air. I made it clear what type of phone I was upgrading from, yet still, when I got home from the store, I didnt have what I needed. Disappointing.

Many staff just standing there and doing nothing. Why not just closed that store and all place order online. It definitely shows no management at all. Waste my time.

Hopefully if theres a next time when Im told to pick up my product they will actually give it to me when I get there the first time and not tell me that it isnt there like iblinky or whatever her name was did.. 😠Product is not bad customer service isnt the best

Apple is apple. Their product performance and ecosystem is subpar, but at least they make up for it in service... Not so much. The lack of knowledge is astounding.

Three strikes and you’re out. I will not be returning to this establishment. Save yourself the time, money, energy, and aggravation of going here for anything.I wanted to like this place and I liked that there was a nearby location for servicing issues with my apple products, but I simply cannot justify a place that has “genius” repair techs masquerading as low level sales people whose default recommendation is to tell people to purchase a new phone or other product.My first couple of visits went well but the issues were very straightforward. The next three visits were not so great, with the third one being the final straw.I refuse to be told by someone with presumably no computer science knowledge or training whatsoever that the issue of my phone constantly shutting down and restarting was due to an optional iOS feature that I had completely disabled on my phone and that it was also responsible for draining the battery.On top of that, the “genius” made no attempt to diagnose the issue further, pointed to “bad parts” as the source of the issue, and made frequent mention of the age of the phone as the cause of the issues, recommending that I buy a newer phone. Ultimately he had no solution, other than telling me I needed a new phone. Thanks pal, but that’s not why I made the appointment and came in today.I’m not dropping apple products completely, but their store front and Genius Bar experience is utterly aggravating, pointless, and at times infuriating. Either hire people who know what the heck they are talking about or don’t offer repair services at all. And stop the money grab up selling at every turn.I will be seeking alternate repair options from this point forward with my apple products. And you should do the same.

Worst service at the genius bar!I went there to troubleshoot my MAC the second time(first time’s fix didn’t work). They weren’t even able to REinstall OS in it.Told me about some possible vague hardware issue, which requires a 700+ dollar fix. Pathetic!

Great place to experience the latest and greatest Apple stuff. I especially like the no register checkout. Just scan and go with Apple Pay.

The store was very clean with a helpful and knowledgeable staff

Came up at 9:05 to get a simple charger and they wouldnt let me in said there closed it says RIGHT HERE they are open until 9:30 I told a manager and they said oh well its google nothing we can do for you I drove 20 min just to get a fast charger UNBELIEVABLE!!!!

Not a tekie but but it was ok‼️

Ive been back & forth to their store for 8 months trying to get them to service my phone & watch that I bought brand new for $2000.00 with having insurance on it on top of regular factory one I seem to be still having problems with it. I just recently went & got it some what functioning but not all things work on it still & my watch dont work at all. Why am I not getting a replacement new? Best buy is partially involved too.

The team they have are great here they help with anything with apple. Highly recommend this place

Absolutely abysmal customer service. I went to this location because I needed a new iPad for school and wanted to trade in my old one. On my first visit I purchased the new iPad and accessories, but they told me I could not transfer my data in the store and needed to come back if I wanted to make sure my data transferred safely before the trade-in. The employee also scanned my old device that I brought in and appraised it at $280.On my second visit, I just bring the old device to make the trade-in. They tell me I spilled something on my screen and damaged it (not true, it was damage related to the case putting pressure on the screen, easy to tell if youre looking at it). They now appraise my device at $55. I refuse, of course, because it works perfectly fine and the pressure marks are barely noticeable except in bright light. Absolutely ridiculous.I essentially made the 2-hour drive there and back twice only to be told my iPad was not worth what they originally appraised it for. I would not have bought the iPad I decided on if I knew this on my first visit. I am likely making a third trip just to return it because I feel I have been ripped off. If they try to send you home for any reason, dont listen and make sure everything is finalized before you leave with a new device. I dont know if they purposefully train their employees to be deceitful like this or if the employee I was with genuinely didnt know what they were doing, but either way the service was absolutely terrible. Would not recommend this location for trade-ins or new purchases.

The Apple 🍎 Store in Syracuse NY is a great place to shop for the Apple products that you are interested in buying for yourself or for someone else. To start all the salespeople that I have had contact with are really there to help you get what you are looking for. They quickly find out if they have what you want and they will also give you all of the different rated and options for the products you desire. The store is usually well stocked and the salespeople will let you know if you can get it online or over the phone too. The store itself is visually appealing and they have the different products on different tables showing you the options that are available for each one. There is plenty of room and the store is well lighted and it is always clean and orderly and easy to get a good look at what you want.

Horrible customer service. Waited in line for 20 minutes to purchase a charging cable. Was told the wait was just a few minutes several times. Based on who was being let into the store, had I been buying something more expensive I would have been let in sooner. Eventually had to leave without getting the charging cord. I will not be returning to this location again.

Went for screen repair. Genius bar sent a salesperson. Extremely expensive. If you can wait, buy products elsewhere.

Easy to setup an appointment and pickup my new computer. Friendly and courteous staff.

Helped reset my iPad in a few minutes good place for service

I was 10 minutes late for my reservation and they told me I had to reschedule for the following day.

I tried to walk in and they instantly stopped me and told me to go get an appointment. Great job following procedures!

Came in for two issues, made two appointments as well. One lost AirPod Pro, second because the Air Pod Pros/Case where not connecting to Bluetooth. They gave me a new Air Pod Pro, to replace the lost one which I had to pay for. My case was dead so instead charging which I said at the beginning of the consultation, said with the new AirPod Pro would take 40 mins to sync to the other AirPod Pro once my case was charged. And sent me on my way. When I stated getting one new AirPod Pro does not resolve the other issue of not connecting to Bluetooth, they said yes but we need to let it pair once the case is charged. So essentially they didn’t want to take the time to actually help me because what should of been done is they should of taken the time to charge my case, wait for it to pair, and run diagnostics on why my AirPods Pro where not connecting. Instead they couldn’t be bothered to actually help me and spend the time resolving it. HORRIBLE EXPERIENCE!!!

Dont bother wasting your tine

Worst customer service EVER!! They do not care about there customers. Only sucking every penny out of you. Do not trust there marking!!!!

Horrible service at the door. Pretty much pushed us away from shopping at their store. Rep standing watch at the door was aggressively being unhelpful ensuring we dont even bother to attempt and return here. Unbelievable, during these times, are you sure you want to push your customers away?

Always a great experience at the Apple Store located on the 2nd floor at Destiny.

I give a lot of respect to the workers for all the patience they put in👍

Worst service ever! Refuse to replace the product under apple care+; shake the magnifying case and let the product drop directly on glass table for testing of magnet holding function. A tall white dude named start with letter B did this. I saw him doing it and he told me there was only couple of inches and nothing wrong with it without even an apology. Worst apple team member!

Terrible service. Very disrespectful, rude, and unsympathetic security at the door. They are aiming to make sure the customers are pushed away and dissatisfied. If the aim is to lose customers and urge them away from Apple, this guys do pretty good work!

My daughters phone got stuck in a boot loop. Jasmine was awesome checking us in and treated us very nicely. I think the technicians name was Christopher and he was great as well. I give Jasmine tons of credit because half the people in line were treating her disrespectfully because of the policies and wait times in place even though they were doing everything they could to accommodate everyone. Covid screenings and distancing is being taken very seriously and they even offered my kid a new mask because her fabric one kept slipping over her nose. It seems like Destiny and especially Apple are doing all they can to make the most out of this situation.

I love going to the Apple store and this time was no different.

Bad customer service .

I made an appointment to have my cracked screen repaired and they called 4 large obvious cracks “scratches” and told me to get a screen protector (which I planned on buying if I had made it inside). Even though I was willing to pay, I was not even offered to go inside the store.I was shocked by how fast and how rude the whole experience was, not at all the standard Apple has set in the past.

Totally handling apple products.

My phone wasn’t working properly so I brought it in without an appointment. Even with all the Covid precautions, that they are handling perfectly, I was in and out within an hour. Matt took a look at my phone and diagnosed the problem very quickly and had it back to me 45 minutes later. Great customer service and everyone was very professional.

Surprised that this store doesn’t make their employees sanitize their hands before and after helping each customer. Especially if they are touching their personal phones too. Or, having each person sanitize their device before the employee looks at their device.

My Apple Watch stopped charging, I called apple support spoke with a lady who was amazing and she made me an appt at the apple store. I go to my appt they guy who helped me Rick, told me that I would have my Apple Watch by Tuesday, I even asked if he’s sure because I depend on my watch a lot, he looks at his tablet and said yes it says here you’ll have your watch by Tuesday, ok fine no problem. Today is Tuesday and I have not receive a called or a tx (he said I’d get tx regarding my watch updates ) I called apple support AGAIN.. the guy who helped me over the phone was helpful. He tells me he has to call the apple store near me to see what’s going on, ok cool. He gets back on the phone and tells me my apple watch was sent somewhere and it will take up to 8 days for me to get my watch... What? That was not what I was told at all. I’m very annoyed. I’ll make this clear the people I spoke with at apple support where nice, it’s the guy at apple that doesn’t seem to know what they’re talking about. Also when I went there he tried to have me buy another Apple Watch and told me to return it when mine comes in... I want MY WATCH THAT I ALREADY SPENT MONEY ON!

Terrible service. They will refuse to allow you to purchase anything at the store. You must order online and go to store to pick it up. When you arrive at the store, there is zero guarantee that your order has been processed for your appointment. This could all be avoided by allowing us to pay at the store in person with a 3 second contactless point of purchase which is built into all of the items that they are selling. On top of it, they hired out an external security group to handle their door management (who they claim “don’t work for them”??) adding more frustration and mismanagement to the experience. We wasted 2 hours for our pickup express drop in. Just order online and avoid ruining your afternoon

Ignorant staff who didn’t understand their own policies while failing to allow a simple in store pickup. Employees not properly wearing masks while also complaining about being at work isn’t what one expects from a trillion dollar company

One star is much too high a rating for the incompetent and rude people at this store. Iphone Max 12 pro not working out of the box, cant/wont help. Will be returning and purchasing a phone that does work.

Terrible store the one of the security guys was harassing me I went to buy iPad for my daughter and he came up to me to tell me to put a mask more up when I wasn’t even talking to him and then maybe he thought I buy the iPad with his money

Never disappointed when I visit an Apple store.

Because of the good iPhone and iPad they have everything for iPhone.

Absolutely horrible customer service. Employees are smug, condescending and unknowledgeable about products. Back for a third time because no one can manage to send me home with the right accessories.Stop acting like you’re doing me a favor by making me buy all this stuff individually. Honor appointment times for pick-up instead of telling me I need to wait for an email confirming you feel like taking what I already purchased off the shelf for me. That’s the whole point of making an appointment.

I love that place just cant afford it

Great place for electric.

The staff at the Genius bar were fantastic. They had recommended changing the hard drive on my mid-2012 to a solid state drive. Told me exactly what was needed from Best Buy and pointed where I could learn to make the swap myself. When I couldnt get the OS to load Cory listened and knew exactly what to do. Told me what was needed for formatting Catalina which the video didnt tell because it was made pre-Catalina. He got it formatted and told me how to do it right for my wifes computer.

Very poor customer service. We drove all the way to the store hoping we could just drop off a phone that we need fixed asap. We get there and cant get in the building. They inform us that we need an appointment. I call to make an appointment and sit on the line for almost an hour just to talk to a human being (after fighting through a dozen questions and automated prompts). I am then informed by the person that finally picks up that appointments at the only store within 100 miles of us are booked for the next week. He recommends we just drop $500 and get a new phone.

I wanted to look at a iphone 12 - it is 8.30 and the store has zero customers and 11 ‘genius’es chatting. Yet, they refuse to let me in the store citing COVID. you need an appointment, etc. disgusting.

Appointments required and most I Pafs are out of stock!

Excellent service

Absolutely horrible service, on hold for well over an hour, terribe static from their end, when I choose to listen silently it plays their ugly waiting music against my wishes, the one time I got through the guy spoke so fast and interuppted me I couldnt even tell what he said (and gave no name). Going to make an official complaint, I know the quarentine slows things down but to this extent is simply unacceptable.

I like how they are dealing with social distancing.

Love this place. Very nice.

Sheesh!! Their website clarity and voice mail message regarding open / closed / curbside service / appointments required are just awful!!!! I made two visits to their website and made two phone calls to the store itself to confirm. Over the course of about 12 hours, both changed, but neither change matched the actual circumstances. 5 hours round trip and I came home with NOTHING!!! Im now looking for a new Apple store.

The store was fairly busy, but I’ve seen Apple Stores much busier than it was today. My mother needs a new battery for her phone and we waited more than 30 minutes watching the consultants either having long casual conversations with the customers and a group of three consultants just hanging out not looking at their list of people that were waiting. I ask for their help, I gave it, and he said they’ll call her name. He then stopped talking to his friends and started to call names. I’ve never been so disappointed by an Apple Stores service.

They figured out what caused my phone to bulge. It was a swelled battery. They said they would charge battery under warranty and to come back in around a hour. I came back to pick up my phone. They finally brought out my phone from the back area. My phone had a box under it. They told me that they didn’t remove my battery safely from my phone. They said we owe you another phone because of that happening. I was giving for free a new phone to replace the one I brought in. They have a great policy on helping their customers with issues with their phones and the staff was fantastic. I would recommend anyone with a apple phone issue to stop into this Apple store and this top notch staff will do whatever is needed to satisfy the customer.

The manager and his team were super helpful and understanding of my airpods issue. They worked hard to try and fix my airpods and the replacements. They were a rockstar team!

Extremely poor customer service! It felt that the employees think they are doing their customers a favor.

Although I really, really dont like going to Destiny Mall, I head there anytime I need help with an Apple product. This last time it was after a spill covered my MacBook Pro. They took my computer and sent it to some Apple repair place out of state, and said it might be up to two weeks before I could get it back. That was on a Friday. The next Monday morning I got an email that theyd received my laptop, and Monday afternoon I got another one that said theyd fixed it. They shipped it back to this store, and I got it Wednesday...only five days. They put lots of new stuff in it, and its perfect. Every person I interacted with at this store went out of their way to see that I was taken care of well. They were professional, knowledgeable, and very personable. Theyre the best!

Worst Apple store experience ever. All joy has been removed due to their draconian Covid policies. Steve Jobs would be turning in his grave. Just because of this experience I’m seriously considering switching to android. Treat your customers like humans Apple, not lepers!

Expect a crazy wait for Genius Bar help during peak hours, but almost no wait at all if youre lucky. On one occasion I had to wait 40 minutes after my scheduled appointment, but on another, it was only 10. Associates are always friendly, and willing to help. If youre into Apple electronics, youll find the latest and greatest here.If this review was helpful, please consider a thumbs up. It would be greatly-appreciated!

Good service...

Great store very very clean and the person was very helpful

Horrible service, completely inept!!

Always very helpful! My favorite Apple Store. The staff is courteous and always a pleasure to interact with. Definitely check out their classes too. You wont be disappointed.

3 stars was being nice. You have to wait almost 90 minutes to get seen

Phones made by prisoners and small children. Hard pass

Very rude staff! They discriminate against certain customers. Take your business else ware.

A bunch of children with no customer service skills work at this Apple Store. Go somewhere else or deal with Apple online.

Made a appointment, arrived on time. They took excellent care of me! My apple macbook screen had a problem with a display flaw. They covered it! Thanks a ton! Tyler & Greg went above and beyond! They even packaged it up and sent it overnight for free for repair! Cant wait to pick it up! Thanks Apple!

Good facility

Went to Apple store to buy a new phone. The young guy helping me acted like he was the only person in the world that understands iPhones. Just want to let that person know that touching little cubes on his iPhone is 1990 technology - its called Windows 3.1. Great product because even my 2 year can operate this complicated piece of equipment. My advise is to stay in college and when your 30 you might understand how simple the phone really is ... but if not you may also have a young one at home some day that can demonstrate how simple the phone really is which is in fact the genius of Apple. Thanks Steve Jobs

Not helpful

Visited the genius bar. I had an appointment and was seen promptly. Service was courteous and I was given everything to make informed decisions. Will definitely be back if need be (hopefully not though)

Went into the store to replace broken phone. AppleCare is worth every cent! Associates were very helpful. However when we got home information did not back up. Called # for store on website, however that connects to Apple Tech Support. They were useless. Basically said- too bad it cant be recovered. Tried to call back, hoping the store might be able to do something, because old phone was there. Was disconnected twice. FINALLY on third try they got me through to the store. China helped us. She was amazing! Maybe she should work for Tech Support- they are horrible!

Extremely disappointed. I purchased a pair of Powerbeats pro for $200 and have had some issues. I wanted to exchange them for a different pair with a different color that just recently became available. I just learned their policy is to swap out for the same color I purchased only, why? I dont understand the big deal, maybe its just their way of controlling profits/merchandise. I find it unfair and unreasonable especially since these colors werent always available.

Love this place. Staff is knowledgeable and very professional. They also have lots of cool merch! ❤️

To long of a wait, but great service

No matter how much you spend, the people there lack the time or patience to properly teach maintain and support their product. More people would be using their product if they had availability other than in Destiny USA.

IPad factory reset so I can set a screen time limit for my son. New iPhone for me. Matt was very helpful and knowledgeable. Although I felt pretty silly at times, he went above and beyond. My son is impressed with the technology as well as the friendly staff. I did not have an appointment. Luckily we walked right in. Perfect timing. Thank you.

Treated like cattle hearded to a table to wait for help. Not a good customer experience. Tim Cook need to sit and wait and see how he likes it.

I knew exactly what I wanted to buy and was told I had to sign up for the queue and wait behind all the folks who have lots of questions and we’re exploring their options. I understand there being a line of people waiting to cash out but I’m not waiting behind people window shopping. I left without purchasing the watch I had picked out. Horrible system.

I brought in my phone for repair. As always, very efficient.

Excellent location. schedule an appointment before you go in! everyone here is always in a good mood and usually fairly quit. people have to understand they are the only location around here so, yes, they are usually busy. But everyone here is extremely professional & i regularly send my customers here because of it.

Ive been using this store for years for my mac issues and theyve been amazing. Highly recommend this store if you have issues or need a new computer.

It was a good experience to come here and the product range what they kept was amazing. The assistance body was also very good and they were very well behavior and professional sales persons.

Brought my iPhone 7 in for the known “no cellular service issue”. Was told ahead of time by apple support that if I brought it in to the store I would be given a free replacement phone since it was a known bug. After driving two hours I found out that was not the case, and all they could offer me was a repair, but that would I need to return to the store in two weeks to get the phone. I had no way of doing that so I was forced to buy a new phone or be without a working phone ( which was a known apple error). Furthermore there were other customers that I met in the store that had the exact same thing happen to them, so this is not an isolated incident.

You know the deal

Great service and great staff. Allowed me to shop and sent a text when they were able to attend to my needs

Not very good customer service. Went in with an appointment for help with my new iPhone. Couldn’t resolve the issue just pushed me along and suggested I make another appointment

I thought the service here was great. I scheduled an appointment (all online which is a super bonus) to find out why my iPad wouldn’t turn on. Sadly it was not repairable and the employee offered me alternative options. Once that was complete, I hit them up with a couple questions about my new iPhone. They didn’t know the answer to my question, so they quickly went and found someone who had the answer and got back to me quickly. As I left and got curious about some of their products, the staff were actively observing customers and very quick to ask questions. They’re very friendly and very informed. 👍🏽👍🏽

Great service from a young man who knew what he was doing and patiently helped us. He seemed to be having fun too! We drove up from Auburn and were not exactly certain where the Apple store was in Destiny mall. Asked at the Microsoft store (very close to the Apple store) and was told by an employee I cant tell you where the Apple store is - go look at the directory map in the hallway Perhaps that helps explain why 4 employees were just standing around the Microsoft store while Apple was busy!

Bought a MacBook Air computer and was kindly led through what I would individually need for my lifestyle. As a result, I feel incredibly confident in my investment today. Thank you Apple!

My first time in the store I was taken care of within minutes they solved my issue very quickly