Apple Hornsby

From check in to leaving the store; my experience with Genius Bar team at Apple, including the manager on duty and team members was absolutely top notch. As a business customer I felt heard, valued and the team also ensured my problem was resolved. Thank you to the team at Apple. Keep up the high standards and great work!

The genuine bar provided great help when I wanted to know how the range of laptop models were arranged and which one was perfect for me! They also reexplained when something didn't make sense and the general vibe of the place was great.

Impeccable service, made buying a new laptop and ipad as painless as possible and really catered to our needs. Incredibly impressed with Taylor who helped us with his passion, humour and eye for detail. Thank you!

I hate to give a single star to a brand I love but these guys asked me to replace my kids' macs just because of an error apple made on their website. Later I realised the issue could be fixed by software configuration changes (keyboard settings in MacOS) up to a greater extent but I had to DIY after wasting two hrs to this store.

The Team at Apple Hornsby are fantastic,
Dealing with stress from my job and the fact my phone just died was the largest problem i had once the team took on the challenge.
7pm at night I was greeted by Chris at the door, who was quick and informative to get me to the genius bar.
Once there Bonnie was super informative and well knowledge on the diagnostic procedure on my phone,
With the fault being in the charging port, we decided to complete a backup and look at trading in for a new phone.

Chris once again passed me onto another fantastic team member Ian, who ran me through the trade in process and sorted my contract out to swap me to a new phone, Great conversation and product knowledge was outstanding, informing me on the trade in process and how Apple completes there refurbish program.

All patiently waiting for the backup to finish,
A big thankyou to the team leads Elyse and Ben as they all patiently waited to see if it would finish before closing time,
The team have been fantastic, product is great, and this is the first major issue I have had with the product but to be resolved so easily it was great.

Big thankyou to again to Elyse, Ben, Ian, Chris and Taylor as well for the banter and keeping me sane through the process.

On Friday 28th of July, 2023, I visited the Hornsby Apple Store, aiming to buy an iPad. I witnessed that the store manager and security surrounded a man with two young children. The man had a Middle Eastern appearance. He asked to fix a laptop and the store manager asked him to leave the store or call the police on him. I stayed on the corner to observe what was happening, then the police arrived and approached the Middle Eastern man and talked to him and then they approached every single employee and asked them to twist the story so they can be against this poor man with his children. I also witnessed the store manager using the police to force the man to sign a paper and leave the store as the police asked the man if he never leaved the store, he would be arrested. I do not recommend anyone to either buy, repair or talk to the store in anyway at all.

Always busy, so, appointment needed. Always helpful and knowledgeable if or when you are having problems with your phone or laptop.

I went in to buy a watch at the Hornsby store and was met with a rude man who said they were shutting at 5 and wouldn’t be able to help me set it up. I went upstairs to an alternative provider of Apple and got the watch and also bought a phone as the service was excellent. Don’t bother going to the store

We went there yesterday and bought a new iPhone. The staffs were absolutely friendly and helpful. Peter, Chris & Alexa were really professional. Great service and very happy with them to set up my new phone. Highly recommended!

Bree helped me ‘clean’ my phone after I had stupidly opened a scam link. She was knowledgeable, calm and pleasant during the process. Excellent service.

Some of the people there were lovely, but some younger lady from the back was horrible - she was arrogant and had no respect for my time. She made me wait around with my 7 month old baby for 2 hours one day, come back the next and waste another 4 hours of my life just to tell me what I told them the second I walked in. Other staff members sympathised with me and questioned why she had acted the way she did, but nobody stopped her. Will definitely go to Chatswood next time lol

Pretty bad customer service there. Went there Thursday shopping night expecting to buy a watch. I was greeted by a staff and told I had to wait for 10min as every staff is busy. After 10min waiting, another one came and said I need to wait for another 30mins as staff went for dinner. She said it with face expressing “just go”. No smile, no customer engagement and nothing positive. Oh forgot to mention, when they said no staff available, there were a few standing there doing nothing.

When I arrived at the store it seemed welcoming the staff were friendly.
I opted to wait outside on the lounge chair as I had an iced coffee to drink.
The respect seemed both ways at the start of my appointment at the immediate arrival. But, ….
There was one older lady that seemed to not be very respectful. An older very mature woman.
With grey and white hair.
Instead of saying hello, or how are you she went straight into obsessively asking me about the sticker on my phone. (iPhone) (ten)
I told her that it was personal and she kept pushing me for another answer or reason or reply. Or what the hell she was just extremely rude!
I am an educated 46 year old woman.
I also have serious health issues and I really didn’t need this woman questioning me obsessively and very rudely.
This day I immediately felt like I was unwelcome at the Genius Bar.
She looked at me like I was not welcome or just some teenager that was just hanging around.
The funny thing is, is that I was a customer with an actual appointment that day!
and she was the first person that I had seen the very moment I sat down at the Genius Bar.
There was no welcoming hello or how are you no respectful comment.
This woman made the experience worse you see on this day I received bad news about my phone.
So, thanks rude old lady, you just made it worse. I would rather travel to another Apple Store just to avoid her.

My iphone is not charging, pretty sure the charging port is burnt.

Visited the Genius Bar, the "genius" came back told me the motherboard is dead and told me to get a new phone.

I asked the genius what made her to draw that conclusion, she said she plug the phone to the diagnostic device, and the phone does not switch on.

I told her the port is not working, whatever you plug in to the phone wont work, and she told me that's a special connection which bypass the port LOL

Not going to waste time argue with the genius, went back home order a replacement port and install it myself. Voila, phone switched on, motherboard is fine.

Very professional and friendly staff. I was so happy with the service. There was a Persian young man who helped me with the iPhone and he was so nice and patient. Thanks for saving my iPhone

Over the past 10 years I have been blown away with the astounding level of service I had received from this store. They always go above and beyond to assist me with any issues or concerns and every member of staff has been incredible. The depth of expertise available at this store and helpfulness has been incredible. Thank you Hornsby Apple for being consistently impressive and for inspiring me to feel confident and happy with all my apple purchases.

I'm not a user of Apple products, but they run a very slick operation. Lots of knowledgeable staff working at the time we visited. They were able to walk us through purchase, trade in and transfer of an old iPhone to a new iPhone with a minimum of fuss. In the past we have had an efficient replacement of a phone that broke with no issues.

Apple Hornsby is great, Shannon at the Genius Bar was fantastic. My old MacBook from 2015 died, the backlight went. From Monday when it crashed i was able to book an appointment the following day (Tuesday) with ease and see if it could be fixed. It couldn't, understandably, being from 2015. On Wednesday i came in to purchase a new device and asked if they could do a migration from my old mac to my new one. They did, with no extra charge and it was completed on the same day! Super satisfied with all the staff and the service i received. Everyone was super helpful and accomodating to my problem! Thank you!

(2017) Appointment was 30 minutes late because the person who was supposed to help me decided that laughing and carrying on with another customer and staff member was a better idea than doing their job (real genius)

Cutomer representative
“HARRY”
did challenge job He not satisfied my request but welcome with smile I have not seen person who goes above and beyond to listen acknowledged and take ownership for customer beyond his line of control

He is GEM to Apple store in HORNSBY who deserve praise, reward and owners acknowledgment from high leadership
Congratulations to him harry