Apple Carnegie Library, Washington DC

Apple Not Genius Bar

Don’t use the Genius Bar at the Apple Store in Mount Vernon Square. The geniuses don’t know anything, and you will waste hours with zero results. I came in because of a software issue, and they couldn’t find anything wrong and sent the phone in. I later did additional research and found out it was an IOS problem that hadn’t been fixed by Apple yet. If the geniuses had done their jobs to research my issue, they could have said that it was a software issue and could only be resolved with a software update. Instead, they shipped my phone off, and I got the same result from a repair center. They gave me a loaner phone with out-of-date software, which took 2 hours to update the iOS so I could do an eSIM transfer. After I got my phone back from “repairs, ” I had an issue transferring the eSIM back to my regular phone, and the Apple geniuses were absolutely worthless. They couldn’t provide me with any help, and after an hour and a half of trying to transfer the eSIM back, I gave up and walked home without having a working phone. Hours later, I did some very basic research and was able to get the eSIM to work. The Apple geniuses have shown they can’t do basic analysis and assessment of Apple products that can actually help Apple users. I will never go to this Apple Store again for technical support because they have shown they lack the basic ability to identify an issue and solution. They make Apple users do everything for themselves. I have been using the Apple Store and Genius Bar for over 20 years, and this store is the absolute worst one I have seen. Avoid using the Genius Bar here unless you want hours of frustration without any results.

I didn’t believe an Apple Store could have bad reviews like all the other reviews said here because I love Apple products, but they really do not care about customers or even pretending to care, except the gentleman that couldn’t hear and use an iPad to communicate with me, he was the best, excellent knowledge and professional as well, I wish this location can hire more people like him.
I was shocked at the lack of knowledge for their own product as 3/4 people that served me didn’t understand what 120Hz adaptive refresh rate is. I was trying to find models that support pro motion for iPad and Mac, one lady staff there just straight up said “I don’t think you know what you’re talking about, we only have 128 models not 120. ” And I was like, no I’m not talking about the 128GB capacity I meant the refresh rate. Then she got annoyed and just left me hanging after dropping off a sentence “alright, I’ll be right back”. She didn’t come back that’s when I got the chance to communicate with the gentleman that couldn’t hear. He answered all the questions I had perfectly. At least I left the place feeling there is still some hope for Apple.

Awful experience. Placed an order for pickup and waited for hours after the scheduled pickup time in store. Employees not helpful

We walked in to find two customers having a dispute which was being handled by security. In fact, there seemed to be more security than employees in general. We knew what we wanted and were directed to wait for the sales associate assigned to the table. After 15 minutes, we noticed no one was approaching us so we found another employee. He informed us the team was gathering downstairs for an colleague’s going away. This was at approximately 6: 40pm, well in advance of closing. He let me know there would be 4 team members to serve all patrons and at that point advised we could order online or be added to a digital wait list. We opted to visit a store in VA and head to dinner early. I would advise all customer to avoid this location if looking for quality customer service. It is unfortunate given the beautiful location and history of the building.

Always fast, friendly and efficient, especially if you order ahead for pick up. Great folks at the Genius Bar and some interesting classes in the entrance that I wish I had more time for

What a shame that such a lovely building has been turned into a shrine to wastefulness and excess. I was told the wait would only be 5-10 minutes, but it was over an hour. The staff spent more time flirting with each other than helping paying patrons! You'd think that since their products are so expensive the service would be better. There wasn't a single place to sit while I waited. They will try to convince you to buy a $150 watch band that is a piece of plastic junk. Do not fall for it! The museum upstairs was excellent. Statehood for Washington D. C!

The staff should teach a course on how to be the rudest and most condescending people in the work without providing any assistance.

I’m just getting a phone, the attitude is for naught.

Bad customer service. Hard to find someone to actually help me. No point to go to a store if you can’t compare the products you want and someone to ask questions about it. Premium store with sub par service.

Absolutely terrible experience. My phone got stolen and Jonathan didn’t even show me how to use Find my iPhone, which I had to do by myself once I purchased a new phone. He kept disappearing and was absolutely non-empathetic. I was so disappointed by the whole experience.

It’s completely insane how it’s takes so long to go and pick up a phone that’s already ordered.such bad service. Over crowded with employees.one word Useless. I just want to take the phone and leave… you have to grab employees attention to ask for your phone. 20mins wait … on a phone that’s already paid for.

Glad Lj was there to help. Everyone else walked pass me, “preoccupied” on a device… Lj didn’t avoid eye contact, came over and offered me assistance. It was greatly appreciated.

Rude entrance greeter. Ignored me until finally a nice customer told her I’d been waiting. Terrible service from employees - uninformed, incorrect technically. Worse Apple Store visit and a complete waste of time except motivation to change platform.

Not nice experience at all, wasted an hour of our time here. Joseph was the worst of the worst staff. He was so arrogant and careless. He told us to wait for 20 min to purchase phone, after that he said to wait for another 20-30 minutes. Okay, when we finally got the phone to buy, the phone price was higher than what Joseph told us, at the beginning, so 50 min of wait for nothing.