Nice store, well organized with friendly customer’s service! I went in a little earlier than scheduled to pick up my phone, and it was ready so i am thankful.

I was very impressed with the way I was greeted immediately upon entering! The atmosphere is 👍 and the gentleman who took control of the problem I had was very professional! This location is worthy of the top! The staff is 👍 and well-versed in their knowledge of wireless networks. Thanks for your time and your patience with me! I will be returning!

This is not an Apple Store.... it is an Apple appointment hub. You cannot walk in and purchase something... you have to have an appointment and we were told the next one was two hours away. We just want to buy a phone. OUCH!!!! Make sure you have an appointment, I guess. This is not the Apple experience I am used to... I guess we should just order online and avoid the employees in the future? Come on Apple, be better!!

I have to say, I was apprehensive going to this store since I had a negative experience a few years ago. From the initial sales guy I spoke with a week ago to todays purchase I was treated with respect. That’s appreciated since I’m old school and upgrading bothers me, but I never felt belittled by the questions that I asked. Shout out to Mark for making the switch seamless, understanding I didn’t want to break the bank, and securing a decent upgrade deal for me. Set up was cool and faster than I thought. And the people watching is fun to boot. Love seeing team members of every age! Thanks bethesda row apple store for turning that store around!!!

Came in to get my beats pro ear buds fixed or replaced. They took me despite coming pretty late. I received my new buds within 3-4 days. Great customer service.

I was skeptic of a positive experience after reading negative reviews for this store, but my visit was short and positive. I forgot to bring in a mask but the store security at the gate provided me with one. Also, I was unable to book an appointment because the online customer service was having some issues booking appointments, but the store checked me in, and I was in and out with my pickup order.

I was in the store ready and eager to charge $1200 to my card for a new noteboo but I couldnt anyone to help me even though there seemed to be more employees than customers in the store. After 20 minutes of wandering around and asking for help, making it clear I intended to buy a notebook on the spot, I finally left without buying anything.

Horrible experience. I knew exactly what I wanted yet I was left to wait over 30 mins. When I asked again someone else to help me out I was told I should have made an appointment with a specialist even though I didnt need any advice. By the way I was there to buy the most expensive iphone they have. Long story short when finally someone came to assist me I was told that the specific color I wanted was not available. They could have told me that right from the beggining... Complete waste of time.

Bad customer service. I ended up buying the 16gb, 1 tb, m1 imac from B&H. The computer arrived in two days. Somehow they are more reliable than the Apple store. I will stay away from the Apple store until they start appreciating customers. Luckily Apple dosent have direct competition for video professionals.

Do not bring your devices here to fix as they are extremely incompetent and mishandle your devices with adding additional damages or even swap your good parts. Horrible experience and management.

Great customer support and kind staff. Refunded me over an issue and all is resolved.

Knowledgeable associates and my dad got a new iPhone SE to replace his iPhone 6.

Worst of all the stores I’ve been in. Jeers to Draevon, the greeter and supposed manager. Told me genius desk appts to replace a battery are just to test the device not do the repair (wrong), that Apple tech support doesn’t replace batteries at the store (wrong), you have to mail them in (wrong), the other manager is way too busy to deal with a customer issue (wrong, by Apple’s own policy), and when you go to a doctor their job is to do tests (actually it’s to prescribe medicine to solve your problem).

Don’t go to this apple store if you are a person of color. The staff doesn’t even try to hide their different treatment towards different guest. My mom and I felt extremely unwelcome. Would never go back.

They have very nasty stuff. There customer service is not good.

I would give this store no stars if possible after our unpleasant experience this morning. My husband and I attempted to buy a new iPad today, unaware we needed an appointment. I walked up to a young man who actually flinched at my approach, to ask if someone could help us. He said no one could sell me an iPad since I didn’t have an appointment, and there wasn’t an opening until the next evening. I asked if he could at least answer a question? His reply: Well I think that falls under an appointment. When I didn’t walk away, he finally relented. I asked how much ram was in the Pro models as I knew there was a shift up from 8-16, I just didnt recall at what amount of memory the break was. I was told Apple does not make that information public. When I raised my eyebrows, he huffed, “Well, I’m not a salesman.” and asked another young man, who frowned at me, and confirmed that Apple does not publish that information.Unspeakably rude, and inexcusably wrong. The ram amounts are right on Apple’s website. Moreover, we learned you can order products on the website for delivery within 2 hours for a $9.00 delivery fee. We did that, and I had my new iPad and pencil within an hour! We have shopped in Apple stores in several states, and this by far, was the worst experience we’ve ever had. I understand the COVID/appt. policy, but there is no excuse for rudeness and product ignorance.

Left Columbus, Ohio and arrived back in Bethesda, MD where Mark was able solve my issue in a matter of 8 minutes without even having to enter the location. I sat in line longer in the Columbus, Ohio Easton Town Center location when it wasn’t visibly busy. Complete waste of my time as they didn’t bother to help me find a solution after my case purchase. Sometimes folks are more concerned about the time they spend with guest because of Covid but forget to find a fast solution. Thank you again Mark at the Bethesda Row Apple location for being quick, thorough, and very clear on my solution as it worked exactly as he stated. I now can help others with the same software/beta issues on new purchases!!!

Beautiful store, helpful staff and fast service.

Honestly... They worked hard to get out of the warrenty for a broken set of laptop speakers. Many hours lost over multiple appointments and hours waiting for help. Failed repair jobs. Speakers are still broken and we have had it for almost two years now trying to get it working. They finally said the repair wouldnt be covered anymore. This customer service for the price we paid... is why I wont buy an i-anything.

Went for shopping and pickup. After waiting for 40 minutes, was told that you need an appointment to shop. Why couldnt they tell that before wasting 40 minutes?

Went to this store at 1:30pm on Sunday, June 13th. I watched two people with dogs enter the store that were barking and all. Store employees said nothing to them. Me and my wife come into the store and Im stopped dead in my tracks as Im told the mask I am wearing is not allowed. I was wearing a double layred bandana. First time since the pandemic that someone stopped me because of the type of mask choice I selected. I kinda felt racially profiled since it was a bandana and it had skulls on it. We get a tech rep with his appointment scheduler co-worker who asseted our iPad issue. We are told we can either be seen on Tuesday or wait 30 minutes. They say it just like that. We said OK we will wait the 30 minutes. At which the technician tells us we have time to grab a bite to eat and come back. The scheduler takes our info and tells us we will get 1 text confirming were scheduled, a second when its our time to come. We left them at 1:40pm. Were thinking okay, so 2:10-2:15 our appointment is up. We give them until 2:30. My wife is told that our appointment is not until 4pm. She asked them what happened as it shouldve happened around 2:30pm. She was told sometimes once the computer assess what is needed they can bump the appointment back. He apologized that it was never explained. She said we are sorry but we are not from the area and not prepared to wait that long and left. My advice to anyone that needs an iPad or i-device repaired to call customer service and set yourself up with a guaranteed appointment time that you know wont get changed as that time is yours versus walking in to a store and hoping to be seen within 30 minutes cause its a gamble, especially at this store. Advice to management at this store is to train your employees in communicating all necessary information to the customers so they can make the best decision. This store lost our business and money with poor communication.

Had an unopened apple watch band that was the wrong size but didnt have a gift reciept, so they would not exchange with me. Pretty frustrating that a $2T company haggles with their customers over a $50 exchange of goods.

Great experience, staff members were eager to assist and help.

Ive come here numerous times while living in the DMV area and have purchased some sport bands for my Apple Watch during the pandemic. I have been impressed with their customer service and the speed with which my purchases were made. The setup they have for social distancing during COVID is what Id expect and is efficient. I was with my wife as she got her iPhone 12 Pro Max from here as well and found the purchasing experience to be solid as well. Definitely a quality Apple Store.

AMAZING!THE SERVICE AMAZING!I was wait for my phone to be fixed by the way the screen was damaged everyone asked me if I got a new phone they said they would give your store a 5 star review honestly it was worth the wait the workers so sweet nice and explained everything in a way I could understand!My dad is having so much fun with his new HomePod thanks to the person that helped us and explained everything!Best store ever!

So horrible experience. I was waiting there for 20 minutes and I saw 6 different people doing nothing. Nobody came to check on me when I really wanted to buy a phone. So terrible experience. Don’t come here!

Happy with service ! Thank you! My sons iPhone was disabled. We live in Las Vegas and couldn’t get appointment for over a week. We came to Bethesda for Christmas! I am pleased that they were able to service their customers!

Ordered a new laptop online and picked up, the wait wasn’t terrible and the staff was friendly

Unfriendly staff when I stopped in the other day. Took 20 minutes to resolve a quick issue. And there were 10 unoccupied staff around the whole time.

Prompt, professional, thorough service experience.

Went in to pick up a watch for my boss. I was greeted immediately by a sales associate named Britney. She helped me through the whole process and was very professional and helpful. Only Apple store I’ll be using from now on.

Had to jump through hoops to drop off a laptop for recycling. First virtual agent said I needed an appointment. Web site does not know about recycling. Second agent finally checked with store and said just to take it in.

It was 3 stars because I was being nice. But really should zero stars. Brought my phone in just to have the screen fixed and was told I had to leave it overnight and they would call me the next day to pick it up. Its been 3 days now the apple support rep is also no help at all! shes still insisting that i wait for them to call me so i can schedule a time to pick it up. ABSOLUTELY RIDICULOUS. Just wait till Consumer Affairs and my bank hear about this.

Worst customer experience in a long time! Had an appointment but received no service, supposedly because it was the wrong category for shopping. They did not make an exception even though Im in the midst of cancer treatment.

Very professional and helpful.

My experience at this Apple store was excellent! I had an appointment and was quickly helped by an outstanding expert/product specialist named Anya. She was friendly, knowledgeable, helpful, and patient as I tried to decide which phone and watch to purchase. It was truly a pleasure to shop here, and the manager of this store should be thrilled with the customer service that Anya provides! With gratitude, Peg

Called the store for technical support and was given a link to automated support options only (no ability to set up an appointment in store). Asked to be called twice (to robot). First time I was called back started to speak with a human, but the call dropped and nobody called me back. Second time I was not called back at all.

The covid procedures at the Apple stores are insanely inefficient and uncomfortable for paying customers. I came into the Apple Store because I paid $1900 for an iPad, Apple Pencil, and Magic Keyboard. We made an appointment to pick this up, got to the store, then had to wait 20 minutes outside in 35 degree weather, to then step in the store for 1 minute and pick up my iPad. This should be much more efficient than my experience. I asked the Apple store employee outside why my item couldn’t be brought out to me especially since I had a “pick up time window.” And he just told me that this is how it’s done. This is completely unacceptable for a company that touts high-end service and high-end products.I do not understand why I can’t show up to the door, show my proof of appointment then have my items brought out to me. This takes a maximum of two staff members; one person finding and bagging the items and another one bringing them out. Apple really needs to work on this. For a company who touts an incredible store experience , high-end products and excellent customer service, this is a huge let down.

This place is the best store of Apple Mobile Store. Here, Apple Mobile has a shopping caste and very good quality mobiles are sold here. I like this store very much, I hope you guys also go here and buy Apple goods from here, you people will also like it here.

Very satisfactory customer service received from technician by the name of Danielle. Prompt wait by appointment of course. I highly recommend this location.

The covid procedures at the Apple stores are insanely inefficient and uncomfortable for paying customers. I came into the Apple Store because I paid $1900 for an iPad, Apple Pencil, and Magic Keyboard. We made an appointment to pick this up, got to the store, then had to wait 30 minutes outside in 35 degree weather, to then step in the store for 1 minute and pick up my iPad. This has to be streamlined, I asked the Apple store employee outside why my item couldn’t be brought out to me especially since I had a “pick up time window.” And he just told me that this was it’s been done. This completely unacceptable for a company that touts high end service and high products.I do not understand why I couldn’t show up to the door showed my appointment then had my items brought out to me. This takes maximum two staff members one person finding and bagging the items and another one bringing them out. Apple really needs to work on this. For a company who touts an incredible store experience and high end devices and customer service, this is a huge let down.

Beautiful store, has the miniled wall currently

Reading up on the murder that took place next door at lululemon the employees in 2011 literally heard a woman pleading for her life and screaming on the other side of the wall and did nothing. Otherwise great customer service 10/10!

Picked up my phone and got instructions to set up at home. I cant believe people are complaining that they cant sit in a store and set up their phone like covid doesnt exist. The phone practically sets itself up.

Best apple store in the dc metro

Very helpful staff

Best customer service

Excellent service!

Made order twice for iPhone 12 pro Max.it just got cancelled while I did not cancel it. And they could not tell me who cancelled my order. My buddy went to pick it up they said there was a problem huh

The employees at this location were nice, but not as educated as they should be. There was also no structure, which caused cautious and confusion throughout our entire experience. We ended up getting sold the wrong screen protector, waited 30 minutes for them to figure out what was going on, and then getting a refund because we didn’t want to wait any longer.. great products, but employees need a bit more training, especially during high volume events.

The tech I spoke to was really nice got me a loaner phone right away and made sure my stuff was syncing properly before I left.The phone I got had a recall out when I bought it and apple fully knows about it, because the tech was like yeah sometimes that happens with certain iPhone 7 models. But no other store (5) that I went to get a new phone was aware of it, including AT&T. So Im in general frustrated with apple.The people in this store were excellent and if you decide to use apple products they will do their best to help you.

I had the best Apple store experience at this location. The Genius Bar staff were so efficient, friendly, and explained the problem and solution in simple terms without any condescension. Luckily, they were able to fix my Macbook within a day. I will definitely come back to this store over others for any purchases or tech problems.

Way to high its because of the area stores take advantage of the area everybody that lives here isnt wealthy

Employees spend more time standing behind counter laughing, and chilling, not A good feeling when youre spending thousands. As two gentle men suggested to me, hay thats why we made appointment. Got it.

Nice place and atmosphere, very nice people and the manager was excellent... now I forgot his name but he was very nice and helpful...I went in without an appointment 🤷🏿‍♀️ didnt know I needed one.. dont do Apple, it was my sons iPod....

Let’s be honest it must be some type of stigma with that area being its mostly Caucasians but that don’t mean customer service should be poor when other types of people walk through that door! In this world today ppl look at the image first and judge from there and it will never work! Honestly customer service is poor at this location... simple as that no bias just truth

Was at the store today and had the please of having Julian assist us. He was amazing. Very knowledgeable and patient. Excellent customer service.

They were so helpful. There was a line to get in but the representative came to speak with me and solved my watch issue.

Its a big store with great service. But service can get backed up easily. I booked an appointment and was seen 30 minutes past my scheduled time.

Extremely long wait times, even though I made an appointment I was made to wait an extra 40 min for anyone to come see me. Then was told my phone was no longer any good & had to upgrade my phone since it wasnt turning on with their charger. Got back home & tried with my charger before making any decision & 3 min later boom my phone turns on & proceeds to work perfectly. Saved myself about $600 for new phone.

Very helpful and kind. Placed an order online for pick up and there was a issue with my apple id name. They were quick to get everything solved!

I didnt find the employees at this store particularly helpful. In addition, I was provided with incorrect information by someone at this store prior to my visit. While the Apple store at the Mall in Columbia is far busier than the Bethesda store, the employees at the Columbia store are much more pleasant and helpful.

Not sure if the employees of this store are jaded from dealing with the Bethesda elite or if they themselves are just very entitled, but there is a serious lack of empathy and kindness at this specific apple store. Definitely worth the drive to one of the other apple locations in the area if you have a question or issue.

So far so good

We have spent more than one hour and a half, two waiting lines, and finally, wrong information and weve left with no solution. They offered us to change the battery instead buying a new phone and ...after in the end, the cost was much higher than they told us. Kind people , but theyre not reliable. Im happy to have changed to another company much cheaper and solutions with not time wasting.

I called and tried to talk to sales specialist in the store, but I was redirected to India. Terrible. I could get the same information online if I want but I had a reason why I wanted to speak with a staff in that store.

OK, but only when they are not overwhelmed with rows of people coming here as if Apple give I Phones for free... 5 stars for the better days, no stars for the days when it is too much for them to handle.

Took my computer to Geek Squad. They pressed a button and said you need a new computer do you need help finding the right one for you. Brought my computer here to Bethesda Row and in 10 minutes they had it booted up and fixed. Love them!

This is the same place that heard the lulu lemon murder and did nothing. Hopefully those employees don’t still work here

I came in to pick up my girlfriends iPhone which had been in to get a battery replacement, quoted at ~$30. They hadnt fixed the phone, and instead offered to replace it at a higher quote. No one informed me until my credit card was in their hand that cost of the repair order had changed by almost $300. Pretty unpleasant and unimpressive retail experience. Wish I could say I expect better from Apple, but...😕

I traded my old and broken phone which is almost ready to be trashed:One day I came up to the idea making an appointment to the apple store I took my scrap phone I told them I couldn’t make it on. They looked spend few minutes and gave me suggestions to change to a new exact copy of mine with price of $320 plus tax, wow it’s cool, isn’t it so I have a new phone.

Came here twice, heard two different answers for the same problem, and the final answer was basically ridiculous. In both times, so many employees walking around leisurely and not one can help you or even look at you. Apple needs to stand down from the high heels and deliver on the basics: be respectful (instead of cool), be efficient, be transparent, be reasonable. The Apple Store concept is not working.

Was told there would be a 25 minute wait time, returned after the wait, then proceeded to wait in the store another 30 minutes before I was helped only for them to attempt to do all the things I’ve already tried, only to find out the problems that I told them existed. Was a giant ring around the rosie of hell. Has been my displeasure of using my free time to address this issue here. I can think of 100000 ways to better spend being jerked around for an hour which include hand feeding a hungry bear and doing my taxes over the phone with the IRS.

Im looking for iphone 11pro max the green one but I didnt found it in this branch. But the guys I. The shop very nice ans the try to do for you the best. Thx bro

It I could give this store a Big 0 I would. The Worse!!!!, dont waste your time nor your effort. Not helpful at all. Need more training.

Nice enough shop and nice enough employees who are just trying to do their job, but my gf showed up in tears with a bent case/busted screen and they told her they couldn’t do anything to fix it or save any of the data including 10,000 irreplaceable photos. The next day I went to a third party repair shop in DC and they replaced the screen/partially unbent the case in 30 minutes. :)

Terrible customer service. They broke my home button during battery replacement and then blamed third party parts and wanted an additional $150 to fix a problem they created. When I asked for proof of third party parts they refused to provide any and basically said “trust us”. Nice scam.

I originally gave this place 2 stars, but now I wish I could rate them below zero. They are so inefficient and basically useless. Terrible costumer service and management! I arrived on time for my appointment and sat there two hours waiting for them to tell me they had to send my computer out for repair. I was fine with that, but after one week, my computer wasnt sent out even though thats what we agreed when I left my device there. I called asking what happened and they said they couldnt reach me when they tried to confirm with me about sending it out. After a week my computer had been sitting there and they never called me. Also, when I showed up to pick it up, they could not find it anywhere and didnt have records of it in their system. What is this?! Unacceptable! Thats what it is. I was lucky I had called Apple support after having a bad feeling when I left my computer with them. Apple support had provided me with a tracking number for the computer and since I had appointment set up, they had records that I left my computer there. Can you imagine if I wouldnt have called Apple support the next morning after not receiving any confirmation email from the store? How could I prove I left my computer with Bethesda row? This is more than just being careless and irresponsible. Its shady. They cant be trusted!

Super friendly, helpful, and prompt. I needed a new phone, and Alex told me the options and what I needed to know about setting up and activating the new phone. I am very happy with my purchase and the service I received.

Located right on the main drag and great staff to help you with your Apple needs.

Good place to go

You cant be seen without a reservation— but they dont tell you until youve spent time standing in the line outside. When I asked why I wasn’t informed upon arrival, the rep said “Im telling you now.” Ridiculous!

This is the worst customer service of an Apple Store I have been to. They are slow to receive you and then give false waiting times. I went into the store today to work on issues with my iPhone at around 2:00pm. I was told it would be an hour wait, which is long, but I was willing to wait because I had already come quite a way via metro to get there. At 3:45pm I had still not received a text message that they were ready for me so I went back to the store to figure out what was going on. I was told they were behind schedule and I wouldnt be seen until 5pm but that could change as well as times fluctuate. That would be a 3-hour wait or longer!! No time update was texted to me or other communication and the customer service rep in store wouldnt offer any other options. Had I known it would be over 3 hours I would have left instead of wasting my time on a Sunday. Poor service and poor communication. I will never come back to this store. For the price of the phones and the reputation Apple boasts its stores should be much better than this!

Are you kidding me? The service in this store is superb! very knowledgeable staff, very helpful. I went there to find a replacement for my phone and some accessories. Donice helped me out and gave me very professional undivided attention. They really take care of you here. I love coming here.

Out of all the apple stores I have dealt with since the great iPhone 4, this Apple Store is by far the most likely that you will either have unhelpful apple employees or a long long wait regardless of your appointment. Had a horrible experience the first time here, shouldnt have came back. Montgomery mall apple needs to open up asap! Clarendon is far but they are very helpful. Would probably end up saving more time too

This location is okay. Would give a higher review but I experienced some racism and prejudice here when getting my Apple Watch fixed. Wasn’t the most pleasant experience.

I am very disappointed in the customer service...The first thing that comes out from the sellers mouth when I got into the store was are you from Postmates?. I guess I dont look like someone who can afford an IPhone... Imean I am not into all the race conversations going on but today was another proof of stereotype. As someone of colors, I felt very offended about it. But you know, what else can I say? Life goes on...

Apple is Great !! They stand behind their products and their support is detailed. If you follow all their advice and try all the support they suggest and after taking it in and the staff trying as well . They will replace the product such as my iPhone which was not working the data properly . The staff was great and very diverse .

Alex was great in providing technical support and running battery diagnostics on two iphones that I own. Incredibly patient and offered helpful advice along the way. All customer service reps should be this good. Kudos!

Apple Stores usually set the standard for customer service and this location is no exception. The moment you walk in youre greeted by a rep and asked what brought you into the store. They then add you to the queue, which usually takes way less time than they tell you. I was told it would be a 10 minute wait, but really it was 4 minutes. Way to surprise and delight me, Apple!Like all Apple Stores, they carry an array of Apple products and accessories. If youre in the area, stop by and dream of all the Apple products you could splurge on!

I have been here twice to have my computer looked at. Both times the employees have been incredibly helpful and knowledgeable. The store is very busy and I have had to wait a little bit, even with appointments. There is super convenient, cheap parking in a garage across the street. A place I definitely trust with my laptop and phone, very thankful to have this so close by.

Walked in 10 min ago. the greeting lady was there, I told her we are here for an iPhone but need few minutes to decide. In 10 minutes I approached her to see who can help us. she said she will put me in a quest and it will be 10-15 min. well, there are more store workers than customers here, most of the store reps are just standing doing nothing. also, I wish I was told there is a que, i would have signed up initially. If apple does not care about their customers time, I do not care about apple. UPDATE: adding one star because the rep who helped me was awesome, attentive caring and nice. Manager and greeting lady gets 1 star.

Once of the best experiences in an Apple Store. Definitely prefer the customer service at this location over the mall location. They were very helpful and patient with me in getting a new phone set up for my daughter.

I read some of the first reviews below and I am wondering if they went to a supermarket in Maryland! Cheaps accusation of racism are disgraceful when no narrative is given (but you know, nowadays everyone is racist if they have an ugly face and look at you). My experience was superlative here from the minute I entered the store. People tried their best and were affable and nice. But there are always some unhappy people especially living and working in Washington DC) who release their anger with any good working people. Disgraceful of them.

I wasnt satisfied with their customer service. The person who returned my repaired phone was not helpful. He was curt and borderline rude. One of the other employees who helped me was fine, but I was not happy with my Apple experience today.

Nice and well organized staff! I always choose this one instead the Westfield Montgomery. The only con to me is the parking that we have to pay for it (at the mall is free)

Best apple store ever. Tom served us. Great guy. Knew exactly what we wanted.

Was ok, I made an appointment for my Mac that wasn’t working. We waited for assistance and no one came to explain to us where to go or asked if we need help. I felt like they weren’t doing me a favor. Finally after figuring out where and to whom we should wait for. We waited. The expert was nice and polite , very helpful. Unfortunately the whole experience wasn’t .

The staff is super nice and welcoming.Location wise there is nothing I’d change and it is basically just like any other Apple so you’ll know what to except

Hit or miss.It’s an Apple Store, and if your Apple product is covered by warranty, where else do you go?A store this large, you’re bound to have a few good and a few bad experiences, and I’ve had my fair mix.Any negative experience must be attributed to the generally changing culture at Apple Stores, and not necessarily the fault of any specific location.