Apple Store

Okay, I went to this store to get my iPhone 6 Plus screen replaced because it was cracked. They looked at it and said the frame was too bent (not true) to replace it. Now what they really wanted me to do was spend another almost $ 400 to get a new phone. I’m like huh!!! What??? I paid $ 750 for my phone and now they want $ 400 for a new phone. They must be smoking crack up in this store. I was so disappointed in this store. I had such great respect for Apple before this. I will get this phone repaired.

Just about the only apple store I would go to. It’s location is first very convenient for me and is about the same distance as the one in Lenox. This Apple Store beats the other one in Lenox in my opinion according to available staff and friendlyness. They take care of you right away upon entry and if not they would at least direct you to the next available staff if they are busy. The Genius Bar is very informative here and worked with me in replacing my phone hassle free. They are also right above the food court so you can easily go down and grab a snack or drink while on a wait list.

Frankly, just too many bad experiences here to rate it any higher than the electronics section at your local Walmart. In this review, I’ll just describe the most recent to keep things digestible. To put it lightly, this Apple Store is a customer service disaster of massive proportions. From the poorly trained employees to management, they frankly don’t know how to handle the most basic customer interactions.
The wait:
The experience started off with having to wait 25 minutes with an appointment until seeing the actual technician who could look at my phone. This is at a time when many employees around the store were simply standing around and chatting with one another, not helping any customers. Unacceptable. This kind of wait time is disrespectful to your customers and resulted in me missing a different reservation later in the evening. Prior to that, someone came by asking me to turn off Find My Phone for no apparent reason, as the visit didn’t even result in a replacement or repair. This was wasted time again.
Careless customer service:
You spend extra money on a product to get great service, right? No the case with this store.
They were not willing to fix a defective device that should have been covered under warranty.
This experience overall was stressful, disappointing and frankly, I don’t know what I’ve done wrong other than purchasing an Apple device to deserve this kind of service. Jeff, the manager, was probably the least capable manager I’ve met in retail. I’d personally would not feel good about myself if I gave a penny more of my money to apple either for a repair or a new device. As a matter of fact, I walked into the store originally to get the phone fixed under warranty and also to purchase a new unlocked phone as a christmas present.
Non-​responsive:
To really make matters worse, their store managers don’t respond to emails sent to them with complaints! So, I will be submitting an official complaint to apple corporate.

Despite a rough beginning, management did a wonderful job in keeping us loyal to the product. Thank you Kyle for your outstanding customer service. We truly appreciate the time and attention you took to solve our problem. Enjoy your holidays!

This location could use friendlier staff.

If you make an appointment won’t plan to be seen on time. Also do not expect any kind of notice that the genius bar is over an hour behind. The employees are horrific. They are incredibly rude and unprofessional. There appears to be no management to voice concerns to, just a bunch of red shirts who for whatever reason cannot help. We were asked to move from one area to another to be seen more quickly… this made no sense we had an appointment! They have far too many employees doing from what I could tell nothing! And not nearly enough employees or geniuses to help with real problems. I’m completely unimpressed.
Cliff notes version:
Even with an appointment don’t expect to be seen anywhere near your scheduled time.
Ridiculous!
–Tom

Called and item was in stock but they wouldn’t sell over the phone and couldn’t tell me how many there were. Drove straight there and they were out of stock. Since there were about 20 workers and 2 customers, seems odd they were sold out so quickly.

Damon was FANTASTIC! He was so knowledgable and made what could of been a very stressful visit, easy and enjoyable! He helped me with my iPhone6 and even made me laugh while going through the diagnostic testing and he ultimately replaced my unresponsive phone with no problems whatsoever! His customer service was on point and I would absolutely ask for him directly next time I need help with one of my many apple devices. I wouldn’t expect anything less from a company like apple! Get more Damon’s out there! Great job!

The wait time at this location is horrible. Got here time they opened this morning and was told I have at least a 3 ½ hour wait; ok. My info was taken by CSRep and I was told I wld be contacted when it was near my time to be seen. It is now 3:33 pm and I still have not been contacted nor seen to resolve technical issues.
This unbelievable.

My friendly neighborhood apple store.
I’ve been here countless times to purchase, or service, iphones, ipads, macs, headphones, iphone camera adapters, and even to charge my phone and check Unilocal (facebook).
I’ve had great service thanks to the knowledgeable & helpful staff. It does get busy at times on the weekends and launch days, but if you time it right, you can be in & out with what you need very quickly.
I also recommend that you get their indispensable apple care warranty if you’re purchasing an iphone or ipad, as it does take their service to a higher standard.

Wait is absolutely outrageous. 2 hours and 15min wait at 11am in the morning and no available appointments for days. Makes it really difficult for a customer to get service.

Terrible, my appointment was at 11 (the same time for like 5 other people there). I didn’t get acknowledged until 35 mins after. And then was told to hold twice for 10 mins at a time. I didn’t get my issue looked at and «somewhat resolved» until about an hour of waiting AFTER my appointment.

Super busy although I had an appointment scheduled for 1:30pm I wasn’t seen until 2pm. Was pretty bummed that the information I requested could have been given over the phone. Customer service wasn’t very helpful and lead me to book an appointment to go in store. Waited a long time to be told I could have been assisted via phone… great

I bought a USB super drive (that doesn’t work) At best buy. So I take it back only to have them tell me I have to take it to apple because it’s more than 15 days old. So the whole reason I went there was to avoid the zoo at Apple. Upon arriving at Apple, they will NoT let me leave it. Telling me I have to come back in 55 minutes when they will have a technician to be able to look at it. What a joke and what horrible customer service. People to have lives and don’t want to be stuck in ridiculous long lines or Atlanta Rush hour. What a joke. Won’t be purchasing Apple any more…

Spacious Apple store and pretty busy almost all the time.
I bought several Apple products here and service has been helpful every time.
Expect an Apple personnel to approach you and offer their help. If not, then definitely report it because that would be unusual.
I’ve been coming to this location since I bought a Mac Pro (May 2014) for the One to One sessions. It’s been great so far and looking forward to more.
Woohoo!

I’ve had great service at this location before, but this week not so much so. They did fix my macbook relatively quickly, but when my husband called to see when we could pick it up they hadn’t even started the repairs. (So they forgot?) This isn’t even the most annoying part — it’s a human mistake, no big deal.
But when I got my laptop back there was crud stuck in the keyboard & the keys & track pad are all sticky like somebody ate their PB&J sandwich while they worked on it. Seriously? Be considerate of other people’s personal property.

The line is waiting too long and the people tried to rush in the store without line up.
Therefore I go online and buy my iPAD air instead.
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Unprofessional worker, her name is crystal, short black with curly hair, no greeting, nasty smell and didn’t know what she was talking about. I don’t recommend dealing or even approaching her if u ever come to this store. The manager Jonathan was not any better. Worst customer service I’ve had bc of this too ppl

I went here this (Tuesday) morning to purchase a new laptop. The employee assisting us, Carlos, was very knowledgeable and patient in answering our questions, using some helpful layman’s analogies to explain things. From start to finish, he probably spent about an hour with us, going through the different features of the Macbook Air and the OS in general, and answering some random questions my mom had about her iPhone.
After our purchase, we were handed off to the setup desk, where another employee helped us. He was still very friendly, but a little more rushed.
I could tell as we approached lunch time the store was getting to be a little bit more crowded with a few impatient customers abound. Also, I’m sure stating our clear intention to make a big purchase within moments of entering the store probably didn’t hurt either when it came to ensuring that we got some solid customer service.
P. S. I’m currently typing this review on my brand new MacBook Air :)

This apple store has the worst customer service I have ever experienced. I walked in for assistance and was greeted by an apple employee who asked me how she could help me. I told her my I-​phone will not hold a charge for longer than 30min of talk time. She directed me to wait in line for the man with «locks» to get me checked in. I waited in line about 10 min and he asked me how he could help me. I told him the same thing. He told me to step to the side and he was going to check everyone else in and then set me up with the walk-​in person. There were 10+ people in line behind me. I watched him check in about 5 customers after me, and then I felt as though I was being treated like a 3^rd class customer. At this point I requested a manager. On the walkie-​talkie, an employee said, «I need a manager for a complaint». Are you serious? Super unprofessional. I will never go back to this Apple Store