People tend to blame the store and the employees in general because they didn't get immediate help or get a shiny new iPhone because they dropped theirs in the toilet (how in the hell does that happen?), anyway, it's not he stores fault that the new update froze your phone and it's not the stores fault that the person ahead of you wants a 1:1 journey through all of the new features of their phone. It's not like the employees are standing around talking to each other or playing gamesThey are understaffed a bit, but the store can only handle so many employees and so many customers. 3 out of 5 stars doesn't surprise me since it seems 3 out of 5 customers have unrealistic expectations as to what can be done.
I have never had an issue with my apple devices or any updates that came out for them so I've never needed the Genius Bar, but the general help is usually pretty good, it just takes a little longer because of the other customers.