Apple MarketStreet — Local services in Lynnfield

After an hour of working with representatives on the phone on an Apple Watch that would not accept a software update or pair to a phone they made us an appointment to go to the Lynnfield Apple Store to have it further looked at.

When the tech came over he tried the same thing we had been doing on the phone with the representatives and then said that he knew of nothing else to do and that he would have to send the watch off to be repaired and that it would cost $229 regardless of the issue.

I explained my concern that if it was because of a software update, that was a flaw with the software and not a broken watch and he said he understood but that's the way they handle watches. I asked to speak with a supervisor and he agreed.

She came over, did not look at the watch, and told us that it would cost the $229 and there was nothing that could be done about it. I asked again to speak to a supervisor and got Ben Simon, Senior Manager for the branch.

He came over wearing shorts and slippers (no one else was) and sat down asking what was going on. During the conversation, it was apparent that he already made up his mind to hold fast to the $229 charge because without even looking at the watch or the problem, he said in my experience most issues with these watches is hardware not software but I am not a technician so they would decide that and it costs $229 because you made the choice not to buy Apple Care.

He said that the watch would be sent off, repaired, and sent back and that it would cost $229 to pick it up. I explained that on the phone they relayed the information differently saying that they would look at the watch, contact me with repair costs, and allow me to decide next steps. His reply was condescending saying, "well people do make mistakes." I told him I realized that and asked if he could verify the information he was giving me and he told me that I could look that information up myself because he was pretty sure that he was correct.

At that point I was livid and asked who I could speak with above him and he told me that I could call Tim Cook if I wanted to and the problem would land back on his desk to fix because that was his job. I asked his title and he said Senior Manager so I asked for the General Manager and he told me that I could call Apple Support and complain to them if I did not like his answers.

I did call Apple Support and had the fee waived in less than 30 minutes because Taylor, the phone representative, took the time to listen to the concerns about it being a software issue and not a problem with the physical watch. She heard the fact that the watch was working before it failed to install the update and unpaired from the phone.

Ben Simon is not professional enough to be a Senior Manager. He is condescending and does not listen to understand. He has a formulated response in his head and just waits until he can deliver it. His goal was to get me out of the store and to be snide and petty in the process. I would stay away...

My appointment was scheduled for 11:25 a.m., and I arrived around 11:00 a.m., knowing I’d have to wait. The first couple of employees I met were friendly and professional, but overall, the Apple Store system itself feels inefficient and poorly designed.

Here’s how my visit went: • You’re greeted about 15 minutes before your appointment, asked what you’re there for, and then sent to another section to wait again. • After 15 more minutes, a new employee approaches — and you have to re-explain the entire issue. • Then you’re sent to yet another desk, where that person has no idea what’s been discussed.

By the time I finally received my new phone, the setup process kept freezing during the final optimization step. When I asked about it, the employee simply said, “Oh, it’ll take time.” That turned out to be completely wrong — when I got home, the update that was supposedly “taking time” finished in about seven minutes.

So not only did I spend well over an hour being shuffled between people, but my time clearly wasn’t valued — especially after spending a significant amount of money on a brand-new iPhone 17.

The employees themselves weren’t rude; I blame the structure and management of the store. The system is built for volume, not for service. I actually had an appointment earlier that morning at a smaller retailer, and they texted and called to confirm my visit — that’s what real customer care looks like.

Final thoughts: If you value your time, avoid this location during busy hours. You’ll end up waiting, repeating yourself multiple times, and likely doing the setup at home anyway. For a company like Apple, that shouldn’t be the experience — but unfortunately, it’s...

Encountered by far the worst Apple store experience of my life today at the lynn field market street Apple Store. Got there at 11 o’clock on a Tuesday and was told there was going to be a 3 and a half hour wait for me to get my beats headphones replaced and my sister to get her ONE MONTH OLD Apple Watch fixed. Deciding that we would just walk around and get food we left our names and made appointments at the Apple store, being reassured that if we needed it, we could request extra time. While ordering food at a market street restaurant, I received a text saying they were ready for me at the store. After requesting an extra 30 minutes and being DENIED, I left my lunch and went to the store only to wait an extra HOUR to be seen and the woman helping me left to go check “paper work” for half an hour. I ended up leaving because I didn’t want to deal with that BS any longer. At 12:45 my sister received a text message saying they were ready for her, even though the time of the appointment was supposed to be 2:30, they told her that she couldn’t request extra time and that if she didn’t come they would move on. Getting to the Apple store an hour earlier than previously told, my sister and I then waited until 2 o’clock for someone to come see us, MEANWHILE; other customers who came in after us were being helped. After asking calmly multiple times if anyone was going to come see us, my sister had a flight to caught so we just left because the time spent waiting around was absurd. I would highly advice the organization of the store to be fixed because it made me want to put my fist through the wall waiting there for no one to help us. I call BS on the LIARS at the...