Apple Solomon Pond Mall

Hello guys and all the great staff at the apple store in northborough Ma. I was just there troubleshooting my apple watch which has not worked properly since I got it in 2022. Anyway, i was there for few hours but despite the fact I was there while the following staff peeps were amazing, helpful, very knowledgeable, and willing to help.
Jocelyn: greeted me at the door and followed up with me my entire visit. Thank you! ⭐⭐⭐⭐⭐
Alex: marvelous kid, attentive, understood my frustration, helped me troubleshoot the problem, check in periodically w me to make sure i was taken care of.. very patient, willingly and most of all fixed the problem and was very supportive! Thank you
⭐⭐⭐⭐⭐
Tyler: checked in in between make sure i was all set, helpful willing to help and engaging. Thank you ⭐⭐⭐⭐⭐
Again all the staff, managers who were on and all over the place helping many people at the store.. thank you. Again I was at the store for almost 4 hours triggering a watch device problem but As a “ apple customer 🍎 “ i had confidence in your expertise and i was not disappointed. Thank you again. Marie Cancel.⭐⭐⭐⭐⭐🍎🍎

Just wanted to say that Josh, the store manager, was extremely helpful and knowledgeable in solving my dilemma of losing all my contacts in my Iphone.
After spending two hours on the phone with Verizon and Apple, no one could help me retrieve all my contacts.
Josh took the time to troubleshoot the phone and he ended up finding where the contacts had mysteriously disappeared to. Thank Goodness for me he was able to get them all back on my phone.
Thank you, Josh, for your patience and expertise!!

Jay and Anthony are both wonderful employees at the store. They both helped me during a very stressful week of computer breaking during school and days before 2 presentations. Both employees are competent and knowledgeable of apple technology and extremely wonderful at showing empathy for human beings. They deserve extra recognition for the work they do.

Richie was great. Such a positive attitude that shed onto me and made me have a better day. Thanks Richie for helping me buy a new phone and having a good laugh.

5-star service from Skye and the Apple team at this location. Was greeted when I walked in and immediately got support with a broken device. While it could not be repaired on the spot, I left super informed and with all
the available options form next steps. Thanks for the awesome customer service.

My husband and I were beyond satisfied with our experience at this Apple location., specifically with the expert help from technician Nikki. She was able to retrieve photos that I thought were permanantly lost in addition to successfully fixing the complicated issue we came with which the T mobil tech and another Apple tech gave up on . Nikki is professional, personable, very knowledgeable and patient. Apple is lucky to have her ! We are so thankful .

Great 'repair' experience (at a stressful time....)
Prompt and competent service by the whole staff !!

Went to the apple store. Easy to get to. Plenty of parking.

We went to the store after apple support said there was nothing they could do when my wife accidentally deleted years of photos of the kids. The tech that helped us was Emilio.. He did an outstanding job, I wish I could have given him a tip but they aren’t allowed. Losing those photos would Have been like losing precious belongings in a fire or flood.. This store is awesome!!

Lot of display to experience and buy. They are trying their best to give good customer experience. But I felt they are more eager to upsell and cross sell. Seems under pressure which is understandable :). Regardless of that you will get all your questions answered and can choose what you really want. Enjoy your visit!

Barbara helped me at this location after I had been to a different location that unfortunately had not resolved my issue. Mike was helping to assure that Barbara was comfortable with helping me as it was her first day on the job. At first I was nervous because at a different location, someone with years of experience was unable to accurately identify and resolve the issue. However, not only were they extremely friendly, professional, and efficient, but both Barbara and Mike seemed like they were making sure they were diligent in every process with care. They both explained to me what they were doing and why in terms that I was able to understand. As Barbara was seemingly comfortable and making progress on her own, Mike stepped away after making sure she was comfortable with that. Brianne (who I later found out was the manager) ended up taking his place in making sure that Barbara was free to ask questions if needed. Barbara was doing an EXCEPTIONAL job and actually "accidentally" found out the issue with my phone when asking to remove my cover I had to fit the phone on a plug in to run a test. Immediately after I removed the cover she came to a realization that my battery was expanding and actually bursting out of my phone. This was causing the issue the entire time whereas the man at the other location told me it was a software issue. He had told me to delete all of my data (which I did) and still the problems persisted. Once Barbara identified the issue I felt such a sense of relief because finally I felt like the representatives had control over the situation! The entire time the staff kept thanking me for my patience, but honestly I was thankful for theirs! They did not rush and were extremely diligent. They even took the extra step in calling my carrier (a regional one that they don't usually work with) to set up my brand new phone that they replaced free of charge. Prior to coming in this store location I was feeling hopeless and almost regretting the fact that I had paid so much for a phone and for the Apple Care Insurance when I only had the phone for 1 year and I wasn't receiving any help or attention for the issues after visiting the Natick Mall location twice. Solomon Pond Mall gave unbelievable service and went above and beyond. Not even just in comparison to another Apple store but in all my experience with customer service EVER. After finding out Brianne was the manager I can see why the store runs so well. If the staff is anything like their leader (which clearly they are) they are caring associates who are friendly, personable, and professional. Not once did I get the vibe that the employees were just "on the clock" or just "there for a paycheck" like I've experienced at other places. As for Barbara, keep on doing what you are doing! Do not lose your amazing and helpful personality because I think I talked about how fantastic my experience was for a solid 2 hours after I left the store yesterday and I have been talking about it with my employees all morning (the next day). Thank you so much again to Brianne, Barbara, and Mike!

Went to upgrade my iphone yesterday, and everyone that I had contact with including the security guard, and the apple employees were all courteous and very helpful. I did not have an appointment and got there as they opened (11:00)so they gave me an appointment for 11:45. I think that was reasonable. When I came back for the appointment the salesgirl was waiting for me and was incredible helpful and walked me through the whole process.

Local Apple store, with great and friendly staff and management. Have picked up multiple orders, gone in for service, and had plenty of wonderful experiences at this location. As someone that has a great interest in technology, and an affinity for the quality of Apple products, going in with knowledge of the products, what I want, and what I want to do with my purchases makes the interactions that much better! The staff here are well versed in the product line, the software the products run, and make sure to convey that information to their clientele. Talking with the Geniuses and the sales members is always a great time, just ask questions and you’ll be delighted to know that they have almost every answer you could dream of.

I will say, the negative reviews for this location are generally unjustified. Having worked retail, and having had a dissatisfying tech support experience at other retailers and through other product manufacturers, I must say that the support this staff offers is the best you can expect to get. Be a good customer, understand the policies, and you’ll be fine! Nobody is going to fix your water damaged iPhone or MacBook for free, so get used to it!

No appointment needed and a Salesman immediately addressed us when we arrived. He was friendly and knowledgeable and we bought a phone and case and we left with a working new phone in about 20 minutes.

Kevin is great and super professional.
Real knowledgeable

I had to get a new battery for my iPhone. I got an appointment when I walked in, and it was done in an hour. The staff was very friendly and I asked a lot of questions. I also talked to them about trading in an old iPhone but did not. And even though I kept my old phone and bought nothing new, they never tried to up sell me or make me feel bad about not buying anything. I will definitely recommend this store to my friends. And the next apple purchase I make will definitively be there. Very great customer service. And the people who work there are awesome!

I went to the Apple store to get my iPhone 8 repaired after I accidentally broke the screen in the lower left corner. Was super stressed about it, seeing that I was only in the area for a few more days! Went to the Apple store, where they helped me immediately! They set up an appointment for me at which I waited only a few minutes! The woman who helped me was so kind and helpful, she told me to come back in an hour and a half, took the phone to the back and that was that. I came back when they told me to, and a few minutes after I returned, they brought back the completely fixed phone! It was such a pleasant experience, major thank you to everyone at the store!!!

As usual apple high standards thank you for the great experience
Organized and collaborative team,
They provide all the needed information and helps you to choose what is the best

After months of apprehension about dealing with new technology, I finally decided to purchase a new IPhone 12 Pro and an IPad Air. I decided to go to the Apple Store at the Soloman Pond Mall in Marlborough,MA but before making an appointment I wanted to ask a few questions about what I needed to do to prepare for trade-ins. After calling Apple Support, I was connected to a lovely woman who took me step by step through the process and I was also able to make an appointment very quickly at the Apple Store in the mall. The process went so easily and it would be great if this type of service could continue. Everyone involved was so polite, congenial, and helpful! This was a far cry from previous experiences I’ve had with “ tech people “, especially since I am not of the generation that grew up with technology. I especially want to mention the two associates who went above and beyond to help me with some unusual glitches I had been experiencing with my system. My main associate was Deb ( no last name ) and if we ran into something that was problematic, she called in the tech “ guru” whose name was Nathaniel. They were so patient with a problem that was unusually difficult to solve and did so with humor and encouragement and spent time until we finally reached a solution. Deb wrote everything down for me and after quite a while I felt comfortable enough to continue on my own. They were really helpful and I just needed to let people know. I had a slight problem this morning so called Apple support, speaking to a sweet lady named Ashlyn who worked with me and enabled me to solve the problem on my own. If every person who works in this field would take a hint from the people I dealt with this weekend, it would help so many people of my generation who are somewhat tech savvy but need a little help once in a while and are not made to feel ignorant and out of touch.

Great place. I was at the Apple Store and the associate was very friendly and we need this nowadays. Thanks.