Address: 10 Princes St, Edinburgh, EH2 2AN, United Kingdom
Phone: +441312428200
Rating: 3.9
based on 306 reviews.
Customer Service
Pros:
"Black Friday shopping has never been easier! Excellent service from well informed staff, sorted out exactly what I needed."
"We were looked after by a gentleman named Kevin. A thorough professional and knows what he is talking about."
"The staff always try there best to either fix your product or give you a good idea of what product you should buy."
"Fantastic experience! I didn't pay attention to the specialist name sorry(as I remember she is Helen). She and her manager are absolutely professional and considerate when I tried to buy new mac and had trouble with previous model."
"I had two different staff members at the genius bar help me with the problems and both were very efficient, courteous and kept me informed throughout the process."
"Left my wife's phone with them and called back later to collect the phone with the problem rectified. Fantastic customer service experience!!"
"Very friendly staff with excellent professional conduct."
Cons:
"When i went to the store couple days after and said that I am not leaving until someone takes my Mac, the employees laughed at me."
"Really bad experience. Maybe it is because I did not dress like a potential buyer, when I walked into this store, nobody bother to ask how can they help."
"I went for a iPhone screen change. Staff were extremly unsympathetic, and incredibly pushy to rip off as much money, as they can."
"Very poor experience today. The manager was very very patronizing."
"Some of the stuffs are fake friendly with fake smiles tbh, when you really need their help and all you get is 'unfortunately'."
"Terrible experience. Went into town for them to have cancelled my booking and accuse me of making the error even though it was live on the link they sent me."
"Worse customer service ever.. staffs are not helpful at all."
Store Experience
Pros:
"Good looking, spacious."
"So good to see a high street retailer that have got it right."
"They also have great stock levels so usually...if you want it...they have it!"
"Such a great store! Excellent people working there."
"Great products and outstanding building."
"What a beautiful store! Such a great location and the staff are so helpful and attentive."
"Spacious two floor showroom with a large variety of devices and accessories as well as samples to test for almost everything."
Cons:
"Went to pick up my iPhone 15pro, pre ordered well in advance I was allocated 15 minute slot to pick it up. Arriving on time for my pickup Staff at the door just told me that you have to wait outside."
"Was not allowed to enter the shop because I cannot wear a mask for medical reasons."
"Went in, as was interested in buying an Ultra. Was rudely told not to touch display items."
"Diabolical: poor service, complacency, and rudeness."
"We were in here 45 minutes trying to buy a MacBook for my partner. Not one person offered any help and we were eventually barked at by a member of staff that you need an appointment."
"Complete joke of a shop."
"The genius bar at this Apple store is very unprofessional."
Appointment and Wait Times
Pros:
"You can also book your appointment, which I recommend if you don’t want to wait there for hours."
"Made a 'genius' appointment with the Edinburgh store to investigate the problem with (non)-charging of my Macbook."
"[UPDATE] Having made another appointment through the useless online system and going into the store to get my Mac assessed the problem was resolved within a week."
"Made a reservation for the Genius Bar at Apple, really helpful from the start, they easily guide you through where to go."
"The staff always ready to help. I was connected to their telephone help in less than a minute."
"Called in to the Apple store in Edinburgh today, 28/06, seeking assistance re battery usage in my iPhone 12, was given an appointment within just a few minutes then given advice by Ryan who carried out diagnostic tests etc."
"Had a great time and the typical and expected great service only Apple can deliver."
Cons:
"It was hard to make an appointment because I work Monday to Friday I have to wait for a suitable appointment."
"I was told I have to wait over a WEEK until someone checks it first."
"Not very satisfied with their appointment system as you could only book for the next two days, not later not earlier."
"Barely 2 seconds in the door before getting the 'you need to wear a mask' speech."
"We arrived at the store at (16.01) and our details were taken (as we came into the store)and we were told that an advisor would be with us at 16.15, We waited and watched as other customers came in and appeared to be getting served while we watched and waited."
"The staff ate helpful, but getting to see a support 'genius' for a laptop? Make an appointment for 4 days away, queue for 4 hrs or come back next day before 9 and queue to be seen first that day."
"Had an appointment to replace a battery that was being cancelled less than one hour before while I was on the bus going to the shop."