The only issue is that they always have long lines of appointments. But as always their services are expensive

I took my laptop to be repaired. They did a great job at a reasonable price. Maynard diagnosed the problem well and the repair was completed before the promised date.

Store was crowded which is pretty normal for an apple store.

I bought an iPhone 12mini about 2months ago, which recently had a manufacture defect that caused the battery to stop charging. The Genius Bar in Ala Moana store in Hawaii solved this problem by running diagnostics and replacing all the parts except the camera and front screen. However, after I got the phone back, I found many dusts got trapped in between the screen protector and the front display. It was obvious that the protector shield was peeled off during the replacement because the edge of the protector had an opaque look. Today the representative at the Genius Bar confirmed that the screen was peeled off during the replacement.I was not told when I had my battery replaced that the screen protector was going to get peeled off.Moreover, I was told by the representative that the display will be in same condition so that I wouldn’t have to buy a new screen protector.I was told today at the Genius Bar that they were unable to help change the screen protector as it is not an apple product, and that I would have to contact the screen protector company for a possible replacement. There was no sorry, or any signs of apology although it was the person who changed the internals that caused the the damage to the screen protector. It was not my fault that there were more dusts in between the screens. And buying a $40 screen protector was not an easy purchase for me. I had an iPhone 6 for many years, and I was happy to finally upgrade to an iPhone 12mini. However, I am very disappointed and upset about this type of customer service.If there was no manufacture defect on this phone, I did not need to go through this process and buy another screen to make it look clean again. I wonder if there were an accidental crack on the screen protector during the replacement process, would they replace it?I do not want to buy another apple product anymore.

I went in trying to pick up a new iphone I ordered online, ended up not getting one and having my data plan and phone number erased by the workers there and now nobody knows where it is. They went on to blame me for changing my form of payment when they never asked me how I wanted to pay in the first place. They then told me that they would have to open the phone I was about to buy and didnt even let me unbox it when I asked. they spammed through all the opening set up settings and laid what was going to be my new $1000 phone flat on the counter sliding it around in between workers like it was an air hockey puck. They STILL didnt solve the problem and never apologized, instead they made it seem like it was my fault and didnt take any responsibility having me leave without a phone and messing up my data plan and sim/esim settings. Dont waste your time. Go to a different Apple store.

If you’re not there to buy anything they won’t help you. I checked in for an appt and the associate that helped me did not checked me in for my appt. He said to just hang around as someone will get to me. Well, I waited as instructed and when my appt came. I just double checked with an associate and surprisingly I was NOT checked-in in my appt. I was not late to may appt. I should’ve said, I’m interested in buying an iPad just so that someone would assist me. Ooor… that could be my experience. Yours might me better than mine.

Wasnt able to get into the store because there were too many people inside and there was a line outside waiting to go in. I know there are no time limited for the customers but there needs to be a way to allow others in the stores. I dont think you can make an appointment and get the services you needs or just learning about the new products.

The experience started off great, I went in to ask about getting a new Mac, and instead of just listening to what I wanted, the sales rep talked for over 20 minutes telling me about other things that had nothing to do with the type of Mac I wanted. To make it even worse, after I made my purchase, I was given a time block to come and pick up my merchandise, and after the waiting I did, no one could figure out where my order was. Then I had to come back two days later. On the “new” day of pickup, the data recovery was not able to be performed. Overall the experience was not very good and I would suggest going to a different Apple store.

Went to the store looking to buy a buy a new phone. You have to make an appointment in order to go inside but that wasn’t that much of a hassle. A nice associate named Nazareth helped me out with my purchase and even saved me money because he noticed I was a military dependent and got me on the veteran discount program. Would definitely come here and do business again

Very easy to trade in and check out. Customer service is very good.

Walk ins - so bad Services. If you are buying something. Perfect and fast. If you need assistance. Lame and dropping the ball true the staff

Five star establishment. You get your moneys worth.

Nice regular & high end stores. Lots to choose from. 3 Or 4 levels good to map where you want to go or good for a long walk if you like that type of shopping. 2 maybe 3 food court areas and several resturants

Its a nice apple store

Website says can make appt or walk in to buy. i walked in to buy a 12 pro max iphone and was told they only sell by appt and i shd come back in 6 hours. this is my 4th bad experience in this store although usually they can’t get to you fast enough if you are there to buy. if you need something fixed they are not interested. now it seems they are not interested in fixing or selling. avoid this horrible store

The employees in this store are doing everything right. Getting my laptop sent off for repair and picking it up was a seamless experience. I appreciate the extra precautions they’re taking during Covid too.

Helpful staff and was not as busy as we expected, friendly and welcoming staff.

I called Ala Moana Apple Store this evening 3 times to make an appointment to buy an iMac. No one came online and I was cut off.Dont they want business?

We walked into the Ala Moana store on June 19th. My daughter walked up to a table and looked at a Mac computer and at the same time talking to me facing the other direction of an employee. There was an associate talking to another customer 2 Macs down from her. He abruptly stopped talking to the other customer stepped towards her touched her arm and pushed her to get her to move over. He did so while saying “you must stay 6 feet away from me”. His behavior as a store employee and associate was so appalling that the other customer had a shocked look on their face and their mouth dropped open. It was probably the most disrespectful action I have ever had while shopping. We are a long term Apple customers and can tell you service has been spectacular in other stores throughout the country. This single associate was out of line and had no right to physically touch my daughter, we abruptly left the store.

Friendly staff, but need appointment to service your iphone, wait time was approximately 1 hour. Service of iphone was free. Wait times may be longer pending hour of the day

Clean, fast and competent service/staff.

Had a bad experience with the “support” staff. I know it’s the holidays and I just wanted to have a few questions so I know which MacBook to buy. The staff guy was so rude. I was told if I don’t have an apt I could try to come in tomorrow very early and see if I could get a walk in. But I probably wouldn’t get in. I asked if I could ask a few questions and he promptly said he could only answer a few and he was not going to give an in store session in line. ( I was initially in line with no one else there). I asked about the difference of the air and pro. Less than 2 minutes and he was over me and told me to call the help line and “I’m not going to give you a store session”. I get it, a few people began to line up behind me but he was so rude about it. I just had some questions, literally 1-2 more before I throw $1500 to $2000 at a laptop. It was like he was paid to be rude. I have been a customer to this store before and not all are like this but this guy was bad. Once you choose what you want the experience here is convenient. The “support” staffer was not very supportive tho. Happy holidays to you too man.

I didnt hate it but just cant give anything higher than 1. We didnt know that a reservation/appointment was now needed in order to enter the store!My daughter was so excited that she was finally getting a new iPod since its been years since I got her old one for her. Im so grateful that she takes care of her things so they all last a long time but it was definitely time for a new one!Havent been able to get back to the store yet... Ill do another review then. The staff up front were so nice I didnt even mind being turned away 😁 theres always a first time for everything right?

Nice place to visit...

Bought a new phone and picked it up the next day, they were so kind and easy. Very covid cautious! Very clean store. Very knowledgeable staff!

Not a big Apple iPhone or Apple Store fan. They were polite and helpful. This is a huge compliment for Apple 🍎 coming from me.

Small than the one in NY but really nice people here very friendly

The staff were rude from the start and not very helpful. They repeatedly tried to get out of work by telling us to mail in our trade in. One sales person passed us off to the next without saying anything, and they didnt offer to help setup the new phone.

Got my iphone here:) no fuss!

Great job Keahe great asset to Apple.

I tried to set up an appointment to purchase a new phone, but I have some questions to ask before doing it so they told me they cant help me and that I need to set up a different appointment for asking those technical question. Unbelievable !! An appointment to ask technical question and another to buy the phone, no sense!! even though I have many apple products already. I just think the apple store in Ala Moana shopping center is not focusing on customer services.

I was there yesterday night for them to replace my new iPhone 12 Promax that one of the microphone stopped working, they replaced the phone but they didn’t update the phone and my information because they were closing the manager told me wait right out side it will complete the set up by itself but it didn’t.I went home with none of my information on the phone, I called the customer service and the gentleman helped me upload my information.Baddddd service

The customer service was great!

Good store if you visiting for service for an appointment it takes 2 to 3 hours book an appointment prior and go to save time

Very helpful and knowledgeable on the questions I had on my iPad and with the trade in and repair options.

Worst customer service. Had to schedule multiple appointments to use my apple care to replace my phone. They still ended up not replacing it... very frustrating.

Poor customer service. Went there to exchange an item that was not working. Was told they couldn’t help me even though I paid for Apple care for this precise situation. I was told to call support. Called support and they made me an appointment to go back to the store I went to originally at Ala Moana to do an exchange. This could have been done on the initial visit if the Apple rep would have been willing to help. They need to train their staff to better help customers.

Wow ! The quality of service went definitely down. Rotten apple. I had a 2013 MacBook and recently updated to MacOS Big Sur so my son could have it since we just bought a new MacBook for my wife to work from home. Anyway, after updating the old computer, it started looping - able to log in then it would run a little and crash and restart. Long story short - after being unsuccessfully helped online, I made an appt with Apple Ala Moana. - I get there 1/2 hr early and the front guy made it appear that he didnt want to be there and basically told me come back 5 minutes to your appointed time. He was just unfriendly.So fast forward, I notice that the staff dont look as happy anymore (still in pandemic protocols). They make you sit on a cube and wait your turn. I get a tech and explained my situation to him and he didnt seem like he was interested - I could tell already and felt him out by throwing a joke at him - he wasnt very receptive. I brushed it off, maybe he was having a bad day.I then apprised him about my situation and that this 2013, that was hardly used, was going to be given to my 8 yr old son. I had reset the computer to factory settings and uploaded the latest Big Sur operating system - it started looping. He takes my computer in the back for awhile to run diagnostic test. He comes back and tells me that he did all that he could do to my computer but that it was basically too old and its going to need a new logic board, however because my computer is too old they dont have the hardware there. And get this, he was willing to set us up with someone to buy a new computer (thats when he started getting upbeat). But I told him that we already bought a new Mac computer and he was like oh thats right and seemed like he could care less now.I was dumbfounded- I was like, damn!! I just felt like I was in a car dealership. - your computer is too old, you need a new one. ---hahaha. I found it weird being that we hardly used the 2013 and it was working perfectly fine on macOS Catalina then we updated to Big Sur after resetting to factory settings - then it goes bonkers ( you would think a software issue). - man, nothing against the technicians there but I sort of question the quality.Anyway, we left the store and I went home and did some research. I figured it out and stayed up till 2 am in the morning. I was able to download the Catalina without any glitches and the computer was stable.Im just surprised that apple would do that? Or would allow this type of behavior. They just want to sell to you and the front door people in black shirt lack the customer service. They talk to you like bouncers lol- the experience there was awful that night.Ill just put this out there, if you folks have a similar problem, after downloading the new Big Sur, let me know and I can try help you out. Hell if I can do it, you can do it as well. Im not even a Mac technician. -Jesus Christ - your computer too old, you need a new one . Something wrong with the logic board- Ummmm ok. - I am still in shock about it.Even I dont treat my customers that way- and I meet ALL kinds of people.I really think its a management problem there - oh well, good luck if youre going to go to Apple Ala Moana.Aloha and good night (2 am and my Old computer is fixed). HahahhaaWorst service ever!!! 1/2 star

The worst Apple store Ive ever been to!!!! Do not buy there!!!!*Tori* the manger is the most rude person! she definitely don’t need to work with customer service!! she yell at me front of the whole store!! because I didn’t want to wait outside until they fixed they mistake so rude that I actually came back to return all what I buy because of her!

Daughter phone totally dead! Tried his best to revive the phone. No luck. It may be the mother board

Great service, excellent. I give 5 stars.

Workers were courteous and patient. Service tech was informative and efficient. Masks and social distancing were observed. Went in early to have a spot to service our phone, and they texted us when they had an opening...about an hour later.

I felt like they were too strict with their COVID-19 protocols and I felt almost attacked, but I’m sure they are trying their best in hard times. Hopefully my next experience there will be more friendly.

Been awhile since I visited this store. Probably about 2yrs ago. So today I had met my fiancee there because she was having some issues with her iCloud account. The staff seemed to be indifferent towards us. Not sure if its Covid related but I feel the could have been more personable. In the end though hopefully she gets her thing on track.

Go there they will help u get one computer and a cell phone to we replace it and to get a new cell phone ok be happy with the customer service there it apple store there ok at ala moana center there you welcome they astap u ok ....

You should make an appointment first otherwise you be standing in line a long time. The service was very good and knowledgeable.

Very good if you are Rich .this place good for you to spend money

Friendly efficient staff

Great mall,😊.

Went to Ala Moana store on Wednesday around opening time, cannot go in to browse because of no appointment, store hardly had people in there. Staff didn’t care about customers, no flexibility, they do not care about business or customers. I bought three watches today from Amazon instead with discount, so much for Apple service.

The covid lie ruins the experience

Helpful and really nice people even during hard times like now really respectful and informative! Cant wait to do business with them.

They have absolutely no system for helping customers. When you walk in you can’t even tell who works there. There is no help counter. Even if you make a reservation after you finally find out you need one they will text you that it’s time for your appointment. It won’t be. You’re just coming in to sit and wait. When you finally find an employee the will run behind the door in the wall or be joking around for extended period of time with someone. This store is in the most popular mall in Honolulu. DO NOT waste your time. Go to any other Apple store on the island.

No walk in policy is making my small problem take a lot longer. no one answering the phones. :(

Enjoying the mall

Organized service and promptly was able to repair my device

Apple iphone can be temperamental. A lot of great features. I admit I still depend on my Android

It was the first time I have ever been to an actual Apple store in the U.S. since I dont live in America it was an awesome experience and I also bought my first Apple Watch there! The people in the apple store were really helpful (they should be because Im spending like 600 dollars there) also, my sister bought Airpods there. It is a very good place to visit and I highly recommend it.

Customer service is good, your given undivided attention to address all your questions, provided suggestions to fit your needs, affordable prices. Highly recommend this place, one stop Apple location.

We were buying a new iphone and there were FIVE employees outside gathered to tell us you must make an appointment and its a week out... are you serious!! You have 5 employees to tell me this, but cant let me choose a phone? Or browse an empty store? I asked can you go a week without your phone?- he smiled like ehhh no?.. Well Thank you, I purchased a phone at Walmart! I also decided to go with their Carrier, since they feel MY business phone IS essential! I spent my 1,000 there instead.Good job almighty Apple, NOT!!!! You are losing customers by turning them away.. with ALL employees manning the empty store outside, gathered & chatting.

Worst Apple Store. Unfortunate that locals don’t have much choice and have to tolerate the terrible service here. Sales staff is standoffish and entitled. No Aloha here.

They require ‘appointments’ to shop. Wait around for two hours just to get an appointment. For what? To look at a computer?

Nice large store with helpful staff. It is often crowded especially when a new phone or device comes out. During those times, the Waikiki Apple store might be more accessible.

Nice place

Nice place! Took me a while to get help from someone though. Also DON’T get your phone screen fixed here, my friend went and her’s was $150 while I went to a Tech Armor Kiosk and fixed mine perfectly for $95

This Apple Store is in Ala Moana near Macy’s. There’s ample parking. This location is often very crowded. The staff is very helpful and knowledgeable. The free classes, labs, and workshops are the best kept secret in town. Check it ou. Just google “Today at Apple”.

The worst experience that one customer could expect. The staff, specially the lady in charge were so so impolite and rude. If you guys are not in mood or even tired better to leave this job or come to the work with better mood. We expect apple as a pioneer in phone industry to be more professional in terms of choosing better staffs. Very bad experience in terms of customer service

Rude sales rep. Asked us to book an appointment for buying an adaptor

Have to have an appointment. NO THANKS!

We stopped there to have my wifes iPad reset to Factory settings. She forgot her Apple ID. The Genius bar had us out of there in five minutes.

-10 rating. Just drove here from Kapolei only for them to tell my daughter that they dont have a replacement phone for her 🤬🤬🤬. Not one single iPhone XR in the whole store? Totally unacceptable. The store is bigger than some houses and not a single phone in the whole joint? Idiotic. THATS ONE BIG REASON WHY IM #ANDROIDNATION TILL I DIE. NO PROBLEMS EVER!

The customer service was awesome! Our helper was a female named Kristin if i remember correctly. She was very patient helping my mom and i set up her new phone.

Its been very difficult to schedule a time to get my Mac repaired so I have been holding off, still yet trying everyday to look for an available time. this morning my iPhoneX was having issues and stop working out of nowhere. I need my phone so I had to go in even though I did not have an appointment. The man who spoke to me told me the next available time a tech could look at my phone and Macbook would be a NEXT WEEK Saturday. that is over a week and a half of not having my phone. No apologies no help he just said thats what it had to be. I have AppleCare on both my products and I truly dont believe this is fair especially for AppleCare customers. I had some bad experiences here before but this is by far the worst. They definitely left a bad reputation.

Screw apple and its appointment policy. Disgusting

Went in with a friend to get her phone fixed. Staff did their best (in front of us for part of it) to figure out the problem but it was not fixable. Our tech kindly gave her all her options. Also didn’t try to up-sell her which was refreshing. While waiting multiple staff came up to us to see if we were doing alright. Great service all around.

Seems easier to find specialists and to get help right away. Im sad that they got rid of the Genius Bar but thats Apple I guess. The Apple Genius staff are always professional and its such an awesome service they provide to customers.

Standard Apple store. The best, you can wait walking around the mall or having a beer upstairs (as I did lol) and the people here is just great. I think all or most of the people in Honolulu are great with tourist and always friendly. This isn’t the exception. The worst: as any other Apple store representative, their service is focused in selling you a new iPhone rather than fix the one you have because its too expensive to repair, at least it is in an Apple store.

Nice, big, clean Apple store to see and hands-on test the current product line. Should your thoughts wander to WinDoze there is a MS store right across the way to do an A to M comparison. I live close to the Royal Hawaiian Shopping center and the Kahala Mall ((my preferred Apple store here on Oahu) so I dont really frequent the Ala Moana store but they appear just as capable should you be in the neighborhood.

We were told to wait for 5 to 10 minutes after setting an appointment but took about 25 to 30 minutes before we totally served. Btw, Service is not bad...Total service is FAIR, Our transaction was completed for less than an hour. My son has iPhone 7, there was an audio defect after two years then upgraded to iPhone 8plus. 👍👌💖

Way to noisy. Six feet away, talking thru masks, not good. Gave me a headache, really.

2nd floor near Macys.. Awesome experience however sometimes very busy. I am now just calling in to order, and having items shipped to my front door. All that is needed is a little PC homework to dial-in desired item of interest and then when I call, the Representative walked me through requirements, compatibilities, and any other concerns. Free local delivery is in only three days! Very impressive.

Great support if you have a problem. Also a lot of products available in the store in all memory sizes and colors. If you want to repair a product they offer a quick repair or to replace the device. Thank you for the good and professional service!

Its a typical Apple store with knowledgeable employees. Often busy, there may be a wait before they can wait on you, but its worth the wait. If you buy a phone, for example, the staff will walk you through the process of setting it up with your carrier and confirm all is correct.

Convenient location. The newest products available. Numerous sales associates . Lots of interest with locals and tourists. Ala Moana shopping Center.

One of the best apple stores. Especially for the amount of people that they support with tourists and locals. They have a large staff and they always seem to have availability within 24 hours even a lot of accommodation for walk ins! Also the staff was very knowledgeable and helpful and really hooked me up when i broke my phone all three times 😂

Ignored by helpers outside in favor of non-white customers that showed up later after me. Previously was refused a new battery because another shop gave me a non-Apple battery. WTH?

No materials for replacement service, but offers the services online.Worst Apple product experience

Once again, the Apple store crew helped me out today! Thanks to everyone for your help in eliminating the issue on my computer, especially May. I am sorry that I didnt get the young womans name who helped me prior to May She was so good with a young customer with special needs. This young woman did an amazing job helping her and everyone else. Kudos to the store personnel for being there for all of us even being shorthanded.

Helpful staff and everything I have ever needed (replacement cables, etc) was in stock, no waiting. I also bought my iMac here. Purchased online, it was waiting for me when I walked in. This location is preferable to the Royal Hawaiian location if you are driving because there are literally acres of free parking at the Ala Moana Center.

Horribly disappointing experience. Sad how Apple had gone down hill over the years. Experience here may be the straw that broke the camel’s back for me and Apple. I bought my current iPhone and purchased Apple Care. The battery it came with started getting sick with a few months left under their extended warranty. Called multiple times and Apple remotely tested it but they would not do anything until it completely died. This happened a few months after the warrenty expired. Their solution, schedule me for their closest Apple Store, 75-90 minutes away, to make the long car trip then pay for them to finally replace the battery. So I did a search and found a place in my town to replace it, with what I requested to be an Apple battery. With the $30 replacement program Apple is now offering due to their battery sucking new software I make an appointment at this store to replace my battery today when I am actually near an Apple store. Had to make a second call to finally reach the actual store to find they “probably” had the battery in-stock. Go to appointment and they won’t replace the battery as it is not an Apple battery! They said it was Apple policy and on their web site. I went through and found nothing like that. That included reading Apple’s whole section on battery replacement. They could show me nothing either on the web site about non-Apple batteries. They also said they had the policy in writing and could give me a copy, but then they did not provide it, or even show it to me. Another of their claims was that it was dangerous for their technician to replace a non-Apple battery, which at those low voltages and currents is preposterous. Apple iPhone I recommended to a friend (he bought with a watch) will likely be the last I recommend. It is also looking like I have bought my last Apple.

Very friendly and helpful staff. My default go to Apple location.

As always the customer service was top notch. The Apple service agents are always willing to answer questions and show you how to use a product. This is the reason I continue to return to the Apple store. Plus the store is located in a beautiful mall right across from the beach. Large store with a large staff.

Some services not available due to covid19 protocols that are in place - overall great experience considering the constraints and circumstances put forth during these times.Masks social distancing are in effect 100% as of June 6th The date we visited.

Had a problem with my Macbook Air. Just got it back from the Apple Store. No charge! Love these people!

The customer service representative was in a rush to sell the iPhone 11 pro max to us, he never told us about all the options that we had, Ive been asking extra questions and in the end, he forgot to put the receipt for $1500

Great help did exactly what I needed walk in to appointment was 20 min wait set up before hand no issues

As busy as ever, Joan at Waikiki is such a cool, honest and helpful Genius, give her a raise😊😊

Maybe I’m just in a foul mood, but I ordered online for in store pick up and didn’t expect to wait behind 20 people.

Unfortunately unable to walk away satisfied

Great for anything Apple. Busy so grab a sales person as soon as you can.