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I had a very unpleasant experience at the Sydney Apple Store on 29 September 2025 at 7:37 pm. I was testing two different models of AirPods, spending about 30 minutes in total to compare sound quality and features. When I started trying the Live Translation feature (less than two minutes in), a middle-aged male staff member (black hair tied in a small ponytail, riding a scooter inside the store) interrupted me in a very rude and unfriendly way. 😡😤🤬He stared at me and said: “This is for trial, not for you to use!” and then asked another employee to take the headphones away. After that, he continued patrolling the store with sharp, hawk-like eyes, as if looking for the next customer to treat the same way. This behavior was extremely unprofessional and made me feel very uncomfortable. I had originally planned to purchase, but after this experience, I completely lost interest. I walked out with no mood to buy anything at all.❗❗❗ Apple is supposed to be customer-first, but this was disappointing and disrespectful. He stared at me and said: “This is for trial, not for you to use!” and then asked another employee to take the headphones away. This was extremely unprofessional and made me feel very uncomfortable.🤏🏻👎🏻👎🏻👎🏻 I fully understand demo units are for trial, but I was clearly just starting to test a new feature. Apple is supposed to be customer-first, but this experience was disappointing and disrespectful.

Apple Sydney feels more like a bright tech gallery than a regular shop. The glass frontage floods the space with daylight and the open plan layout makes it easy to wander, try things, and actually hear the staff. Greeters at the entrance point you to sales, support or pickup, and there is usually someone free to answer quick questions without pushing a sale. Demo tables are well stocked, so you can test cameras, compare screens side by side, or try different Apple Watch bands before deciding. If you are setting up a new device, one of the team will help transfer data and walk you through basics like Face ID and backups so you leave confident rather than guessing at home. Support is handled efficiently if you plan ahead. Genius Bar bookings are the smoothest route for repairs or diagnostics, and the intake process is calm and clear about time frames and costs. Battery checks and simple fixes often happen on the spot, while more complex repairs get triaged with realistic expectations. Trade in values are appraised quickly, and it is handy that you can apply them straight to a purchase or get a gift card if you are not ready yet. The Today at Apple sessions are a bonus, especially for photography or iPad drawing, and they run at a pace that suits beginners without feeling basic. A few tips help the visit go well. Mornings are quieter than weekends, so aim early if you want hands on time with new releases. Have your Apple ID and passcode sorted before a repair or upgrade to save time. Click and collect is fast, with a dedicated counter that gets you in and out in minutes. Accessibility is solid with lifts and wide paths, and staff are proactive about bringing products to the table if you cannot reach a display. Prices are standard Apple, but the service and smooth setup support make this store a dependable stop in the CBD.

I had a very disappointing experience at Apple Sydney. One of the staff members was extremely rude and disrespectful, showing no professionalism or courtesy at all. I was simply asking a normal question but was treated with impatience and arrogance. This kind of behavior is unacceptable and seriously damages Apple’s reputation. I hope the management takes this seriously and improves staff training and customer service quality.

Very disappointing service. I understand it’s busy with the new phone launch, but the service was poorly managed. Especially the staff member named Luke, who claimed to be the manager — very unprofessional and disorganised. Even though I saw plenty of staff free and walking around, he still made us wait, and people who came after us were served first. He was not familiar with the policies, and when I mentioned calling customer service, he even said “what customer service says does not count.” This is completely unacceptable and shows a lack of respect for customers.

One of the worst experiences I’ve had in a long time. I had booked an appointment at the genius bar for my Iphone 14pro as I had just bought it 2 and a half years ago. My battery just lasts for 3 hours (from 100% to 0%) and has become unusable at this point. I told them that it is unreasonable for a person to get their battery changed every 2 years or so and quoted the australian consumer law and the reaction of a guy named Binay and his manager was appaling to say the least. The manager started explaining to me how a battery works like I am a 5th grader. I am a software engineer by profession and the way my concerns were treated was quite bad. They told me to go to another store and get it checked there as they dismissed my concerns in a matter of 5-7 min. I am a power apple user with all my devices being apple and if this is the response I get after spending 1000s and 1000s of dollars for a mere 100 or so dollars, then I really question myself for being so loyal to this company. Never thought I’d receive such bad customer service from apple. Disappointing :(

Cool Apple Store, with the usual curtain wall glass and the usual wood benches for the products display and very welcoming staff. The internal staircase looks like something out of a sci-fi movie! Cool

Went there just a few hours ago, and wow… the staff were impressively disappointing. So much so that it really makes you wonder “how is it that a big tech company that prioritises customer service and loyalty, hire people who look like they did not read the job description for customer service role?” One staff member was standing around, chatting with a coworker, their conversation. Oh, how I wish I could tell you what they were talking about! It was as if I stumbled inside a bar than an Apple store! I approached politely, all “excuse me, please,” trying not to disturb their intellectually interesting conversation. Their reaction? Unwelcoming doesn’t even begin to cover it. Annoyed, displeased, maybe even offended that someone dared interrupt their social hour. I know right? Woe to me! How dare a customer ask a question!? I was asking if I could buy the AirPods “earbuds” since I lost mine. All of that incessant conversation just for them to pass me down sales rep. The sales rep, was far nicer, but apparently, I needed a booking to get my AirPods replaced. Fair enough, my bad for not knowing the latest Apple protocol. But I’ve had the exact same issue resolved multiple times at Hornsby with no bookings required. As a frequent Apple customer, it’s sad to see this branch’s staff handle things so… unprofessionally. I get it, they might not care, might even laugh about it. But for anyone thinking of visiting this branch? Please think twice and go look elsewhere because it’s almost astonishing whether it’s Sydney thing, a local vibe, or just this particular shop’s specialty to serve casual rudeness with a side of apathy.

Very accessible with all the transport & walking distance to all eateries and shops too from iconic QVB (Queen Victoria Building), Chinatown , Capitol Square Theatre and more…🥰🥳😉