Apple Reston — Local services in Reston

I interacted with this store because the back of my phone broke. Here is my experience.

Calling their listed store phone: The automated robot is annoying and will send you to corporate. You can't call the actual store, which is disappointing. I called the number twice. First time was annoying and not helpful. Took a while to get the guy to transfer me to the store. The second time I called to make a complaint about the my experience, the advisors were much more helpful.

Repair Appointment: Setting up the repair appointment was super simple. The employees were all welcoming. They got me in shortly before my appointed time. However, they claimed that they were able to fix my phone, so I was told to back up my phone data and log out of the Find My. I was told it should be ready at 2 pm. What I wasn't told, was that repairing the back somehow (I still don't understand why) requires a factory reset which meant I would lose my eSIM. They also didn't tell me of the possibility of getting a replacement phone. So if you're phone is getting repaired here, be prepared with a QR code of your eSIM just in case because they might factory reset or replace your phone entirely without telling you.

Pick Up: It was not ready by 2 pm like I was told. Instead, the employee said it would be ready at 2:55 pm. It was not ideal, but I sat and waited. The store did end up expediting my phone because I was there waiting and because I mentioned I was told it would be ready sooner.

Getting My Phone Back: This was a nightmare. Did they fix my phone? Nope. Instead of replacing the back like I had paid for, they decided to replace the entire phone without telling me. I know it's a new phone because the IMEI code is different and when I finished setting it up (after running to ATT to regain my eSIM profile because they didn't mention I would lose that), I noticed that there were two phones listed under my account: the one I had turned in earlier that morning and this new one in my hand. I do not appreciate how they knew it was a replacement phone and decided to not inform me of that before I left the store. Extremely unprofessional

Giving my experience 1 star. I would not recommend getting your phone repaired here.

Please note: I am not upset at getting a replacement device. I am upset because they did not tell me it was a replacement device.

TLDR: The employees withheld vital information from me like how I would lose my eSIM profile and the fact that they replaced my entire phone without telling me of that before I...

I have been trying to get multiple concerns with a variety of Apple services and products addressed. I have spent over 6 hours on the phone with Apple representatives within the past 24-48 hours, plus way over 10 hours of additional calls all to address the same concerns, only to be told that I have to go into the store. Before any of these concerns could bt addressed. I drove an hour and a half each way ( 3 hours of driving) to come to this location to be told that the representatives would not be able to address all of my concerns, and that they did not have an appointment for me for all of my concerns, and that the appointment they had was at a different time ( the manager did correct that there were multiple appointments set up however how am I to know he did not just add those appointments). Additionally, when speaking with Apple Support to set up these appointments they DO NOT tell you that you will be required to pay for parking by the hour. Apple will not validate your parking. They will not compensate you for your gas. This visit was approximately 2 hours. I told them I needed assistance with the BUSINESS manager on the support line and while in store and the business representative they brought to assist me that just happened to be there... (they did not have an appointment for me listed with business which was disclosed by the representative) But she had never used this platform/service, and was more concerned on having a profile to buy additional products... Valeria (business representative) was super nice however she did not assist with why I was there. Another representative was able to address the IPhone 7 that did not have service due to Apples "recall" on it, was able to reset my one IPad, and set up a call for the SUPPORT team to reach out to me (I don't need support I need the BUSINESS team). I am still trying to have our account set up for over two weeks now. I was told I would need to contact Verizon and Verizon says you have to contact Apple. They will not provide me a direct contact with Apple to have this concern addressed. I want to know why Apple does not have a corporate complaints department, and when I asked for a contact number or email to submit a complaint I was given the store card with the Store Leaders Name on the back, Crystal Burns. This is still not a contact to submit a complaint to Apple as my concerns have been bounced between MULTIPLE representatives. Apple prides itself on convenience yet this has been the biggest run around, and horrible...

Normally a pleasant experience, and earlier in the covid pandemic it was amazing, the store has now become quite frustrating. I used to be able to drop off my phone with minimal contact, minimal time inside the store, and minimal conversation. The store used to be wide open, and people could spread out. I used to love coming to this store - the representatives were (and still are) wonderful. But whoever is in charge of the pandemic changes has made a serious mistake.

Now they have moved all the desks forward and put up tall separators - sounds safe, right? Not at all. While the employees now have plenty of space to spread out and work, the customers are shoved into less than 1/5 the total space, and roughly 15 at a time. We are certainly not 6 ft apart, and ventilation is poor. Several customers were enjoying socializing and moving around in this small space, and while most other stores in the Town Center keep their front doors open, Apple is sealed shut.

I came twice, both for a simple task - dropping off my phone and picking it up. All the diagnostics and feedback could be done online, but even if not online, it takes no more than a few minutes to do both in person. Instead, on the first visit, I spent an additional 20 minutes waiting for someone just to begin helping me. I did not get to wait outside, which would have been nice, nor was I waiting in a socially distanced area. I was waiting inside, at the desk, with two people directly on my sides, less than 6 ft away - and at least 5 people cycled through on both sides while I waited. Many customers were not wearing their masks properly, and many were doing a poor job of socially distancing.

On the second visit, same story. I stood at a desk, alone, with nobody in front of me. Finally I announced I was going to wait outside, where I could remain socially distanced, until someone was actually ready to help. I do not mind waiting, I know they are busy, but do NOT make me wait in a crowded area indoors when you can easily just call me in when ready.

Like I said, on my visit a couple months ago for a repair, I did not even have to enter. An employee came outside, scanned my ID, and handed me my phone - it took less than 2 minutes. Yesterday was a different story. Apple is trying to "adapt" to the new pandemic worries, and in that adaption they have made sure their employees are hardly safer, and their customers are far...