Apple Store

I did NOT have a good experience here. My cousin and I went to the store and checked in at 12:30 and told us it would be 30 minutes. Got the second message at 12:53, 23 minutes later saying to make our way back and that we will be helped soon (which we never left). An hour went by and nothing. I finally went back up front only to be told they cancelled us!!! Told me they would put us in the back of the line. We wasted a whole hour of standing around to get back in line to wait again. Told us it could be another 30 minutes. I told them yeah I heard that over an hour ago and was not wasting any more of my time standing around. I am not happy with this Apple Store and customers service. I see a lot of employees standing around when they could be helping customers…

While it is a very busy store I’ve only had good experiences here. Had a bad keyboard 5 years ago, I walked right in, an associate helped me right away and gave me a brand new product off the shelf. This happened again last week where I had something break, I was in, checked in and product switched and out the door within 15 – 20 minutes. If I have a phone issue which is rare I know I must make an appointment ahead of time just due to the amiunt of people always in but I’m aware of it and try to plan accordingly. Either way… friendly staff, lots of product, nice shopping area.

I know this store is always busy, any apple store is.
You typically have to make an appointment to be able to get any help when you come in.
I just have to say if you do, and you can request someone — request Laura B.
I came in with my phone that was cracked, to see if I could get it fixed or replaced. It was a 50 – 50 shot of being fixed and paying I believe it was about $ 100 or so — or paying $ 300 to replace the phone.
The problem was that because of the crack and the dent on the side of the phone, if the screen gets replaced but it won’t fit correctly the phone won’t calibrate right and it will not turn back on.
There was a 50 – 50 chance that it would work or not work.
I really didn’t want to pay the $ 300 to replace my phone but I wanted the cracked screen fixed.
Thankfully Laura didn’t just give up there, but looked at my phone and noticed that one of the cracks was close enough to shifting the camera — and that was actually covered under my warranty so that I could get my phone replaced.
Absolutely amazing and I appreciate her so much for her help and doing everything she could to help me.
I will definitely ask for her next time I come in!

Caitlin was amazing and really helped me out yesterday! She was super friendly and helpful (also hilarious). I highly recommend this store for all of your Apple needs. I was promptly helped at my appointment time and got excellent service!

This Apple Store is always so unbelievably busy. Like line out the door, 1 hour wait kind of busy. Maybe I never come by at the right time? I don’t know but I really do try to avoid the Apple Store at all costs haha. Most of the time we’ll have somebody very knowledgeable helping us but sometimes we get somebody how knows less than we do. My bf is extremely up to date and knowledgeable about Apple products so he knows when somebody is telling him a bunch of crap and it’s happened here a few times. They’re usually pretty good though with fixing any issues with our phones and iPads.

Unmitigated chaos.
I have been an Apple user since 2003, give or take. Grew up studying their computers, but was a TRS-​80 guy back then. Fun times.
The bluetooth on my iPhone had quit working, tried all options other than a face to face visit. I can’t tell you how frustrating it is to simply get an appointment with any Apple store. I look up the local number, call a local number, and some person who clearly has difficulty with English answers. I ask about setting up an appointment to get my phone seen.
«That will be $ 29 please.» Seriously. She wouldn’t go anywhere with the conversation until I gave her money from my credit card. I tried to explain, but her limited English proficiency was a major hindrance. I decided to pay, hoping the next person would help me.
After staying on hold a while, an Apple technician who spoke fluent english came online. I explained I was trying to set up an appointment for the local Apple store. He was profusely apologetic, got the charge reversed, and helped me set up my appointment. A certified technician had to do the job that could not be done on the phone by the initial representative.
Trying to find this store is really hard. The shopping center lay out is poor, bad parking, and the absolute worst part is they do not mark the outside of the Apple store with any signage whatsoever. I drove past it, looking quickly at the darting cars from my left and right, people pulling into parking spots, and was studying the tops of the buildings where every store EXCEPT Apple has a sign with their name. I drove around multiple times and finally got out and walked.
I found it next to the Starbucks. As with every Apple store I’ve been into, crazy busy to the point of aggravation. Their success will be their undoing I’m afraid.
Greeted by a smiling hostess, she has a tough job. She directed me to this long line that wraps around the inside, where two fellas were checking people in. Took a while. They put my name down, confirmed the appointment time, I was early, so I decided to buy some Apple cables. Found my cables, and ??? Where does one check out in a store like this? There is no check out, there were no free people to talk to, every square inch had customers standing around a person in an Apple shirt. I didn’t know how to pay. Finally I got assertive with an employee and had to ask. He pointed me out to another person who had people standing around him. This guy was whisking cards as fast as he could.
Confusing hidden process to take my money.
Got some coffee next door, arrived back 15 minutes before my appointment time. I stood there, phone in hand, looking for a text or a call or someone to call out my name. By 15 minutes after my appointment, I had gotten to watch the circus in full action. Terrible place to shop if you want to know the truth, people were frustrated at every angle. I didn’t see one happy person except the hostess. Sheer confusion and chaos reigned.
After 15 minutes past my appointment time, I asked the hostess. She was alarmed, apologized, and got someone on it right away. Things moved quickly then. He was able to determine the issue and I was out of there.
It was hard to even set up an appointment for this place. Couldn’t find it, and was sorry I found it when I did. Confusing, chaotic, hidden store that needs to double in size and make serious improvements. I left there agitated from the whole experience and the tension in the store.

I really can’t gripe cause we were in and out in an hour. One of the busiest stores you will ever see. Had to stand in line to find out which line to stand in! Once we got waited on, it was quick and painless. She was very helpful and quite professional. Just hope we don’t have to come back!

Waited over 25 minutes for service from an employee, and when helped was treated with the attitude of «they won’t buy anything, so why help?» Several employees just standing around aimlessly, giggling and laughing with one another. Questioning why employees don’t wear name tags? This visit was a bust, and very disappointed. Customer service was awful, and I’ve done retail for 10 years. Associate ID number was 302 846 503

Took my iphone 6 to apple to repair broken glass. They said they couldnt fix it due to a bent corner of the frame… the corner was so slightly bent I didnt even notice it until they mentioned it. Apple wanted me to buy a new phone. I promptly ran out of the store to Cowtown phone repair and it was «bent» back and new glass was placed in under 20 min.
I used to be happy to pay Apple premiums even knowing there were similar products for much cheaper. This was only because the customer service experience has always been stellar. Now that this happened I dont see why i should use their technology when I can go somewhere else for cheaper and get the same crappy customer service experience…
Dumb move Apple

I will outline both of my experiences, which is what came to the rating for my review.
1^st experience = TERRIBLE
I had an appointment, yet the lady who literally walked in the door with me without an appointment was seen first. WHY HAVE AN APPOINTMENT IF APPLE WAS GOING TO MAKE ME WAIT TO BE TAKEN CARE AFTER A WALK IN, WHEN I HAD AN APPOINTMENT?! Clearly I WAS NOT HAPPY! The staff acted like it was no big deal when I inquired about this, just-​occurred process. Apparently appointment or walk in, does not matter to them. This appointment took OVER TWO (2) HOURS & all I need was to switch out my phone due to a malfunction and had a warranty. After a long process and being passed from person to person, they take my phone to the back, bring me a new one, and tell me to log in to start the process of transferring all of my iCloud stuff. After I log in, I left that place so fast. I went home and connected to WiFi for the rest of the stuff to «download» onto my now, new phone.
2^nd experience = Today, positive
Given my previous experience, I did not even bother with making an appointment. Since I was on the other side of that situation today, it was in my favor. I walk in and I am directed on who to see. I am seen immediately despite everyone else standing around. I felt bad for them, as I was getting some side-​eyes. But since I had already experienced it, you can imagine I did not feel too bad. I was in to get my screen fixed, as it had cracked from a fall, and I wanted to keep my warranty intact. If you have someone else fix your phone, they are able to tell (I have no idea how, they can literally just tell by looking at it), thus voiding your warranty. I FOUND THIS OUT FROM A PRIOR VISIT, that was really a non-​visit. I wanted to keep my warranty intact, as I have had my phone for half a year now. After the warranty is up, I WILL DEFINITELY NOT PAY ANOTHER $ 120 to fix a screen at Apple. The biggest rip off, since you can buy a replacement screen for ~$ 20 and have an IT friend fix it for you. (Which is what I have done in the past.) NEVER PAY THE $ 120 if your phone is already out of warranty. It is not worth it & YOU ARE GETTING RIPPED OFF. REALLY. The iPhone I was getting fixed today was a gift or otherwise I’d have a more durable phone.

Only been there once, but everything went really well. They were on time for the appointment. The employees were nice and knowledgeable.

Been here twice! Awesome service ! Once to fix my phone fast and quick and next to buy a phone fast friendly service what more could you ask for! They were so kind helping me set up my new phone, I love that store! It’s the best!

My parents got me a gift card to for graduation to buy myself the new iPhone. I waited a few weeks to buy it because I knew the new iPhone would be in high demand. I finally went one Sunday and the line was OUT THE DOOR. It was chaotic and I waited almost 20 min before someone finally came and asked me what I was needing. When I told them I wanted the new iPhone they had me wait in another line which took almost another 20 min. Finally someone came up to me and, again, asked what I needed. I told them I had a gift card and I wanted to purchase the new iPhone. When they finally brought it out they told me I didn’t have an upgrade with my cell phone provider (which I had checked previously and I did) so I was going to have to pay $ 150 to upgrade to a new plan. I asked if I could have a refund for my gift card because I knew I had an upgrade and did not want to waste my money. I was told they could not give me a refund for my gift card even though I had a receipt. I asked to speak to a manager and after telling him the entire story he finally agreed to give me a refund. THEN they told me their servers were down because there were too many transactions occurring in their store at once and they couldn’t give me the refund at the moment. I had to come back and go through the EXACT SAME process and was still not given a refund. I finally gave in due to being overly frustrated and having a gift cad that needed to be used and purchased an iPhone through Apple and also purchased Apple care. I hope I never have to go into this store again. From now on I will just go through my mobile company.
To add insult to injury my mom went through the same agonizing process and basically threatened to go to corporate before they finally gave her a refund. Absolutely ridiculous!

We have been here multiple times it seems this year whether it be for my iMac I got in December or my boyfriends MacBook Pro. Each time pretty much the Apple employee’s have come through and solved our problem. Either running diagonistic test, help trying different things to see what has been wrong with the machines since it hasn’t been long since we’ve purchased both their seem to be something majorly wrong.
They even replaced my iMac with one from their store. Which seemed crazy I had tears in my eyes, because it’s hard enough sometimes to spend a crazy amount of money on something and then 3 weeks later you have barely used it and its not working correctly that’s not fair. So the manager or whoever did that was so great in helping, and quick and fast did that for me. Also they tacked out 3 years of Apple Care so that was a bonus, and I appreciated all they have done! Thanks!

Lovin’ me some great customer service!!! Had a problem with my 15″ Retina MacBook Pro, took it in and was told my problem could be better addressed at their repair depot. They sent it in, got it fixed and back to the store much quicker than I expected!!! Paid a flat fee to have the logic board replaced and they replaced my sticky trackpad to boot!!! Win-​win!!!

Ahhhh, our love for Apple and its products continue w Apple University Park in Ft Worth.
The family has all Apple devices (pending the release of Apple watch in April 2015) and we enjoy stopping by AFW to see current and new products.
Convenient parking at university Park village, large roomy store and easy purchases w Apple pay, so we get in and out conveniently. (We usually go early in the day when less crowded and schedule appts through the Apple website, w the Genius Bar — recommended and easy).
The staff here are always knowledgeable, cheerful and helpful — particularly when there are surprise challenges w the 6 plus iPhone that is only a few months old.
Location is great when we need to stop at any of the other stellar stores in this small shopping center
Totally worth a stop at this friendly location loaded w Apple products.

I couldn’t believe how I was treated, as a customer I couldn’t been more appalled. The employee was very condescending I hope I never have to go back here for anything. I see some reviews throwing the race card around which I dislike and hate to do but I’m have to agree with them and I know exactly what they are referring to. Please contact corporate to report if you feel like this, this kind of treatment has to stop.

Today I walked in at was greeted right away and the nice lady directed me to the right person. We pre bought the phone online and the young gentlemen helped us and was very friendly. I was in and out. This place has awesome customer service compare to Northpark mall apple.

Even though I’ve owned three different iPhones over the last six years, I’ve never been to an Apple Store. But my battery was recalled, so here we go.
1. Let’s start at the beginning. I wasn’t notified of the recall. I found out about it on a sports message board. Way to go Apple Customer Service.
2. I attempted to make an appointment with my local Genius Bar. The scheduling tool did not work in any browser (Opera, Firefox, Chrome, or Safari). So I put it off.
3. A couple of weeks later, I remember the recall and attempt to call the store to schedule an appointment (due to the earlier failure of the scheduling website). Nope, can’t do that. So I try the website and it finally works.
4. I go to the store ten minutes ahead of my scheduled appointment. There is no concierge greeting people at the door. I wander in. No one greets me. There is no signage directing me where to go, (except for the instructions that flash across the large monitors at the back of the store for less than ten seconds every two minutes.) After five minutes of waiting and several associates walking right past me, I find an associate at a table to ask for assistance. She puts me in the proper queue.
5. I finally make it to the Genius Bar. While checking me in, the associate asks if I can unlock the phone or remove the passcode to take it in back. Due to both privileged and confidential information on the phone, I tell him I cannot do that unless it never leaves my sight. (The associate does not ask if wiping the phone will be an acceptable workaround.) So he says they can’t do functional testing after replacing the battery.
6. I consent to the lack of testing and decide to wait in the store. After ten minutes of waiting, (twenty total in-​store), a manager, Herb, finally asks if I’ve been waited on. Though I say,“Yes,” I motion him back, ask his name and relate my story of being in-​store for 20 minutes without associates greeting me. To his credit, he came back to check on my repair status about ten minutes later.
7. After a thirty minute wait, I go to get my phone. During the repair my phone was damaged. The screen flickers (brightness) intermittently when being touched. So I got a new phone replaced under warranty.
I’m a 35 year old, fat, white man dressed casually, but not slovenly. I cannot ascribe poor customer service to racism. If you try to re-​create the wheel, you might hit on some stuff, but you’ll miss on lots more. Apple needs to re-​tool their retail experience. Examine stores like Best Buy, Walmart, and auto dealerships to see how to separate retail from service components. Learn how to use signage, and even furniture (like a check-​in kiosk), to direct traffic.
Edit: I should disclose that when I first purchased an iPhone, it was through Best Buy. All subsequent purchases have been through an AT&T corporate store. Through proper floor associate attentiveness, both blow away the Apple Store.

I had an appt for 10:30 so I got there at 10 (when they opened) because even when I have had an appt before I wouldn’t be seen until an hour or more later. So, get there when they open, first person to check in. So, what they do is check me in for 10:30 and all the people with no appt they check in at 10 (about 15 people). 15 people who don’t even have appts get seen before me! How is that a good model?!
It’s annoying. Probably will just stick to handling issues virtually and letting them send me a replacement because their service model is stupid.
A young lady finally helped me and she was very helpful but no service is worth that wait and just being ignored.