Apple Southlake Reviews

All the employees were very friendly and helpful. They are taking Covid seriously and taking lots of precautions. They helped us same day to fix a broken phone! We were also able to purchase nanolights which have been sold out online.

Bad customer service, long waits. I waited two hours to be helped, found out I had to pay for a new phone (even though I had insurance on it, but the phone freezing and shutting off was "my fault") so I finally was helped, after all that time they told me they were out of iPhone 4..

the genious named Ray was very helpfull. i have always love Apple product for their super service, samsung,nokia can't compete with apple product. i have the nokia lumina brand new and the kid broke the creen, nokia do not have vender to repair it!

Made an appt and still had to make an extra trip and couldn't make a phone purchase due to a change the day Before.
Customer service very rude. I stated when making my appt that I needed to replace a air pod pro and would also like to make a new purchase for a phone. Made no since to drive there twice.

I really like the Apple stores. The people are there ready to help you.

Worst customer care service i ever experienced in my entire life. If there was a minus or zero then i shall have gone for it. I only used iphone 6 for a year and 44 days(even it start not working good for more than 10 days ago) to be there as the IPHONE did not start to charge. The first day the person at genius they did nothing but asking me to change it on 299. The other day i could have it charged and visited again, at that time the person at genius told me the same thing. As i told him i need to time to think, he told me to come back if my mind changes.
Now today i was there again at genius without any power to get replaced it, they told me i have only option to send for repair and the replacement option is not available as the it is not communicating.
It was really genius for three straight in a roll. How wonderful is the customer care service. Also I was really disappointed and feel angry to the apple iphone product manufacturing quality. It could not stand more than a year.

Deon Williams helped us He was perfect, he looked good, smelled good, and had the know how....... My client is raving about this visit all smiles over here!!!!!

My old iphone 4s was giving me too many problems and I was in need of a new iphone. I was skeptical about coming to this location because of all the horrible reviews. BUT, Im stubborn and I chose to go and find out for my self. Contrary to the reviews, the service was GREAT!! I walked in (without an appointment) and told them I wanted a new iphone. I specifically said I wanted an iphone 5s and was not interested in the 6. I was told to wait and Austin was assigned to me. Id also like to add that the store was ridiculously packed but I waited for less than 10 minutes for help AND there were tons of blue shirts running around helping people. Back to Austin- he was AWESOME! I asked a few questions about the phone I was getting and he answered every one of them. I also brought my MacBook Pro in to update my new iphone and everything while I was inside the store. Austin stayed with me the ENTIRE TIME. He even stood there through all the system updates and waited until everything synced to my new iphone. Austin even helped me set up the cool fingerprint feature and EVERYTHING. I even told him he could leave (about 3x) but he insisted on staying with me until the end. I seriously left the store extremely satisfied with zero questions about my new iphone. Thanks again for helping me Austin!!! Go Bulls!...and Gators!
Oh yea, while I was being helped, I also noticed a female employee helping a group of deaf people. She had short black hair with purple highlights. I was very pleased to see her using ASL to help them. She was very patient and even resulted to pen and paper to make sure everything was communicated clearly. I also saw a guy with Manager under his name. I cant remember his name at all. Im not sure if there s more than one manager, but he was the skinny white guy (just making sure the right person gets credit) with a bald head/really low hair. He was soooo enthusiastic, I seriously needed some of whatever he had to drink. I noticed him walking around and answering questions with such a positive attitude. This location is officially my home Apple store! I will definitely come back if I need help with anything. I know people rarely comment when the service is great, but they make an effort to leave negative reviews when their experience isn't so great and that sucks. Keep up the good work guys! That s all, bye!

Be sure to make an appointment, otherwise you will wait forever

Extremely friendly and knowledgeable .

Customer service over the top.

Always a pleasure

I like everything about it inside and how they keep the tradition very modern and clean.

This was my 1st time visiting an Apple Store and I have to say it was a bit overwhelming when you first walk in, there was a lot going on, so I walked to a sign that sd "genuis ?" i was asked what I needed and was directed to a guy named Johnathan, he immediately took my daughters iphone and started working on the problem to see why it wasnt charging. He came back and sd it was working and it may have been a bad cable. Then a very attentive guy named Carl came and explained to me that they wanted to keep the phone charging for abt 10 mins just to be sure everything was ok and if it was a cable it would be changed for FREE. Me and the lil one, roamed around the store playing w everything and after a few mins, Johnathan sd all that the phone looked ok and he told me i just needed a new cable..Overall my experience was GREAT!

Worst service. I had to wait for 15 minutes and then schedule an appointment which had a wait time of 2 hours.

First associate I got clearly didn't want to help but then I got Michael (?) He was so nice and worked with me and didn't make me feel rushed. Thanks for all your help!!

This location helped me through a couple issues I had with my personal computers and also my clients . They are always willing to help and it s in a beautiful area!

They were very informative and helpful about all of the issues that I had with my devices. The gentleman who assist me with my device answer any questions not only for my appointment but other concerns that I had. I am also buying other apple devices and things from this visit.

Staff was friendly, but the Technical Support was very substandard. Without properly analyzing the issue on my MacBook Pro, they quickly jumped to conclusions that my main board or SSD drive are defective and recommended I commit to a $575 service to replace the parts. The tech said they would replace whichever was defective and when I asked if they would give me the defective part after it was serviced they said they will not. I explained several times that the issue began when I upgraded the OS, and they said it had to be a bad board or SSD drive, because they couldn t get it to turn on. (Several weeks ago I upgraded to Mojave OS and my screen began flickering and eventually wouldn t turn on.)
I took my laptop home without being service and it started up again with the flickering screen. My visit all the way to the Southlake store for technical support was a waste of time and I won t go back.

This is my go to store for Apple products in the metroplex when I can choose. The parking can be crazy but I usually find a spot close to the store. I went the Friday the new iPhone came out. There was a wait of course but the service was quick and organized, like you expect from Apple.

They refused to replaced my phone even it's still under warranty. They just make and excused to denied the warranty even the phone was all original. They give me back my phone after they broke the bottom screw bracket inside and they don't take responsibility for that. My phone just had the lines on the screen display but the 2 bottom screws was there before I give it to them, then after 3 hours of waiting, they hand it back to me with 1 bottom screws missing. I ask the guy where is my screws and he went to the back get the screw and give it to me because the tech was broken the bracket inside and can't put it back.
The so call manager name Kelvin was not professional at all and do not take responsibility for his tech did broken my phone. I was so mad and will file complaint with state, BBB and Southlake city about this crappy place.

My daughters iPhone having issues and still under warranty , they took care of me even her screen was cracked. They gave me a new iPhone.

Way too many people you think being an iphone there wouldn't so many people fixing their iPhones, or exchanging them

Quick, easy service. Exactly what I was looking for

I don't get it! Why doesn't Apple make a product that doesn't require "Genius" support. This place is crazy busy - not a good thing when you are needing support! I went there for a family member - never again. Thankfully I'm one of the smart comsumers that uses an Android that doesn't need a "Genius". Wake up people and make a decision on Device ease and quality, not on Hollywood popularity!

Went and bought an new Mac mini took it home and didn't have the trackpad on an hard surface to click past the initial page. Went back to the store for assistance and Richard the salesperson have "Phenomenal Service" and Joseph is the "Guru of all things apple" he explained that the trackpad clicking mechanism is in the feet. So fyi don't use the trackpad on carpet or the bed on initial startup lol.

Some of the staff at this store don t seem to know very much about their products. I asked a person one visit if my old airpods would charge and work if I just bought a new wireless charging case and the sales person didn t know. On another visit I asked for details about what changed between the 11 pro and the XS and they told me to just go look online. What is the point of having these people around?

Bernie was very helpful and not at all pushy. Very knowledgeable about his products and so willing to help us out.

The primary Apple store that I went to when I was in the area. Also in a nice outside mall

Busy location considering they closed some apple stores in the DFW area.
Some genius bar folks were good and some were outright weird - like we get it, you're trying to figure out who you are but just keep it together while working.

Looks great since the remodel. Fast, courteous service.

Knowledgeable employees, friendly environment - four stars because it's extremely loud in there, they could add some acoustic padding to absorb some of the high-energy atmosphere

Roman was my Rep. He was knowledgeable, understanding and very helpful... I was in the store the day before and the rep told me I had to take my phone back to ATNT... After being very frustrated because no one would help me, Roman made sure I was taken care of and I m very thankful... Thanks Roman

I had my Mac Airbook crash hard last Monday and I was unable to get anything but a gray screen. As I had not backed it up in quite a while, I was deeply concerned. I made an appointment for the Genius Bar on-line and showed up early for it. At almost exactly the scheduled time I was found and my AirBook examined. It was determined that it needed to be shipped off and have the Logic Board replaced, which I agreed to have done. Fed Ex tried to deliver it back to me on Thursday of the same week! I arranged for a pick-up the next day and received my repaired Mac, with all of the files and programs intact but working due to the Logic Board replacement. I backed up the files right away!

Great boutiques and brand names, good prices as well.

It's always packed and usually have to make an appointment a week in advance to get help.

Relatively quick service, considering there's always like hundreds of people in the store. I resolved my issue in about an hour.

Randi needs to be fired asap. Extremely unprofessional rude and unhelpful. I will never return to this store unless she is gone!

Typical Apple Store experience. Friendly staff even during the rush of patrons wanting to purchase the new iPhone 6. Id happily recommend this store to anyone.

Why give an option to make an appointment if you still have to wait in line???

Horrible customer service. Waited 20 minutes before being greeted. I definitely recommend going the the North Park Apple Store in Dallas for help.

I would not even give one star. Worst store ever! Every-time we went, WITH the appointment - we waited for 4 plus hours and and even after that no help was provided. Technicians & managers were not helpful - not just once but every-time we went. Usually we buy products where we get good customer service, I am now realizing that buying an APPLE product was a mistake. Service is not just WORST at store but over the phone as well. They are not knowledgeable and don't keep their word.

I rarely go to Apple stores, but this is my worst tbh. Got here at 10 they put me in for an appointment at 11:35 it changed to 11:45 and changed to 12, I finally got to meet them and they gave me a another sit to wait on. I waited till I finally got served at 12:15.

While it is your typical apple store, the employees they higher are very caring. I went in the other day for 3 apple devices to be fixed and I didn't know I was not able to bring more than one device per reservation at the genius bar yet I was helped out anyways. I wasn't turned down for something I didn't know. And I was helped in buying two brand new items as well! Highly recommend this store over others.

Ross one of the managers I believe managed to seriously help me out today with locating AirPod replacement parts at another store so I could get them repaired ASAP! Absolutely brilliant team here, as should be expected of an Apple store.

My son went in to pick up the his online order. The security guard walked up on him while holding onto his taser and asked him what he wanted.

How about an associate greeting when you walk in, like good morning, how can I help you today, ya know general customer service. Why the passive aggressive lack of service and care?

Being treated so differently than everyone else that walked in is a deafening reminder that, my son, my 17 yr old college student is seen by the color of his skin and treated with a perception of a thief.

Personable, attentive to my problem, and extremely capable. My experience was off the charts great customer service.

Long long waiting for the service from apple technician

I dealt with four employees. Three of them were extremely helpful and friendly. One was horrible. I returned the next day and one of the good ones remembered my name! I was pleased and impressed.

I had a great experience here. I made an appointment to try on the Apple Watch, and they got me in a few minutes early. Great store!

I ve been here twice and have been helped both times quickly and the staff is always so friendly. Both the leaders and techs. I always recommend this place!
I don t remember everyone who has helped me but Joseph was quick to greet me and help me! Every employee here is great though!!

Nancy is the best iPhone Apple person I've ever met! Very smart and quick to get my issues resolved. Whole staff is high energy and makes for a fantastic experience!

Not an apple guy but took my kid's iPad in to get looked at. They did some special reboot and said it was fine, nope not even close the logic board was bad-mouthing to send you on your way I guess.

When I got here I found out that the store is closed. Don't know if it's temporary or permanently!!!!

Probably the worst customer service I've ever had. There is absolutely no management of anyone. People walk in and don't even know where to go. There was no one to greet anybody. I don't blame the workers because they are all kids. They need better management and some sort of organization. I will not return. Had a an appointment at 3:00 and told my phone repair would be done by 6:30. When I got there it took another hour to be ready and nobody would help check up on the repairs. Do Better apple.

Tiffany at the Southlake Apple Store Genius Bar went above and beyond to help us out today. It is rare to find good customer service these days but we will definitely be returning to this location.

Casey in technical support is awesome! Very helpful, knowledgeable, and kind. He helped my husband and I with an issue we were having with my iPhone. He made sure we understood and frequently asked if he had any questions. He took his time and made us feel valued. Brady in the sales department is also wonderful. Very kind and helpful. We appreciated all the wonderful service from the amazing staff at this Apple location. It s nice because they seem to enjoy being at work and it shows.

Carl did an amazing job. Apple itself broke my display and replaced it. But they replaced it with a faulty display. 3 months later the display went out. Normally repair turn around can take 3-4 days. Carl worked for a one day turn around which he promised.

I dropped the unit off at 6pm. I had the pick up notification the next morning at 1045am. I appreciate it.

Emailed receipts, staff is fast. I don't typically like Apple Stores, but this is my exception.

Busy busy busy. Took 2 of their IPad skills classes. I had not been an "I" person. Android all the way. Then I got a good deal on a 6th gen IPad and now, I'm giving it a chance. Lots of cool things I learned I can do on my new IPad. It was fun and informative even met new friends.

Went in for battery exchange on my spare phone. Appointment at 1205. Finally seen at 1235. Then I was told I would be notified when I could bring my phone BACK to have the work done, because we can t keep it until we get to it. So I get to waste another 30 minutes of another day in line to deliver the phone back?

Get the email to call them as soon as possible for important information for my repair.

Fine only there version of ASAP is a 20 minute hold to tell me to bring the phone in.

Apple, this is the 21st century. You can t automate this process for gosh sake??

Worst specialists, they are taking a trandein devise which are mend to price off the new devise. They are putting the tradein value to a physical gift card(plastic) and redeeming it and discarding it. They don t care about the environment about plastic usage.

In here they can just deduct trandein value from the new devise price and apply the tax, instead they purposely putting the value to gift card and tax the customer for tradein amount as well.

They don t even deserve one star, worse apple store ever.
Really bad customer service.

Been years since I've been back this store. staff used to care and listen to customers, now everything is systematic and lacks enthusiasm. The lady who helped me was uninformed, tired, and way too old to be working with phones. Actually having a hard time fathoming how disappointed the early years of Apple as a company would have been.

Bought 64MB Apple TV. Hoping to be able to face-time my son in the Airforce in England. We'll see.

They didn't bother solving my issue. My phone always switches off without the battery being drained out. Sometimes it dies at 9%, sometimes at 15%, and sometimes even 20%. Went to apple store with this problem. They kept me waiting for 1 hr 30 mins then run a diagonostic and said battery is fine and couldn't do anything. Thats frustating and since the phone dies unexpectedly i cannot even take a screenshot to show it to them.

Worst Apple store experience so far. Chaotic and crowded. 25 minute was not unbearable but if my product had not been in stock it would have been awful ... no one checked. Even after I told the genius what I wanted it took 10 minutes to receive the product.

Uninterested staff, they get a lot of business because of the location, and honestly there is nothing special about the customer service. They sell you products not because they want to but because they have to, there's a fine line there which makes all the difference