Game Chest Manhattan Village

My family and I had an amazing experience at the Apple Store here in Manhattan Village. All the employees were knowledgeable and friendly, guiding us through the process of trading in/buying a new item. Specifically, we were helped by Jesse, who was exceptional. He was extremely helpful in what we were trying to achieve, making sure we understood every step and clarifying any questions we had, while being likable and easy to talk. I definitely recommend asking for him if visiting this location, you will be well taken care of!

I was in for an issue with my iPhone overheating, and Mako helped troubleshoot and explore my options. He was incredibly kind and professional and really seemed to care about helping me. I’ve experienced other employees in the past who genuinely did not seem to care if I walked out of there with my problem solved, but Mako was determined to support me and I sincerely appreciate him. He is by far the best genius bar support I’ve ever had. Thank you, Mako!

This is not necessary a review for the store or the personnel but a review of the Apple bureaucracy. I was bought an Apple Watch less than a year ago and the magnets in the wristband started to break. I booked an appointment to get it replaced. Keep in mind that the wristband is a $99 product, similar to a pair of jeans. When I came in I needed to wait for about 20 minutes until someone actually helped me. Between arriving and getting help I had four people who directed me to different places to sit. It turned out that they didn’t have the wristband in the store so they needed to order it. They told me that I would need to come back once the wristband had been delivered. I asked if they could just ship it to my home but that wasn’t an option. The final cherry on top was that I needed to agree to potentially receiving a different color if they didn’t have the one I had. I asked if I could decline that and instead get a wristband of my choosing of the same cost. That was also not an option and if I declined the potential for a different color then I wouldn’t get a replacement. To me, this was all insane. Imagine that you bought a pair of jeans that were defective. You need to make an appointment with the store. Wait for 20 minutes beyond the appointment to get help. You need to do the same to eventually pick up the replacement. And the jeans may be a different color when you come in to pick them up. No one would accept that because it’s totally unreasonable to have that kind of service. I’ve been a long time Apple customer who have spent a lot of money on their hardware. It’s mind blowing that they will now risk losing me as a customer over something this small. Shape up Apple!

I had an amazing experience at the Apple Store thanks to Kevin. From the moment I arrived, he was incredibly welcoming, patient, and professional. He took the time to carefully listen to all of my concerns, explain everything clearly, and made sure I felt completely taken care of throughout the entire process. Kevin went above and beyond to provide exceptional customer service and made what could have been a stressful situation feel easy and enjoyable. His knowledge, attention to detail, and genuine kindness truly stood out. It’s rare to come across someone who is not only highly skilled but also so dedicated to making customers feel valued and comfortable. I really appreciated how thorough and attentive he was, making sure every question I had was answered and that I left completely satisfied. Experiences like this are why I continue to trust and shop with Apple. Kevin is an incredible asset to the team, and I’m extremely grateful for all of his help. Highly recommend asking for him if you visit the store!

I had a really great experience at the Apple Store. Sergio was super friendly, professional, and patient. They took the time to answer all my questions and helped me find exactly what I needed without rushing me. The store was clean, organized, and the checkout process was quick and easy. They also explained everything clearly and made sure my device was working perfectly before I left. Overall, the customer service was amazing and I’ll definitely be coming back. Highly recommend! Apple please give sergio a raise. He was so wonderful!!!!