Chaotic... a bunch of employees just standing around, took me forever just to pick up an order

The Apple Store used to be an exciting place to visit and simply browse. These days they don't even let you in unless you've got an appointment to shop...which means trying to browse all of the cool new (overpriced) tech gadgets all the while a former Genius Bar employee stands behind you watching...what? My butt? The bald spot I pretend not to even know about? On top of that... once you arrive for your appointment you are left to fend for yourself... Trying to find an Apple employee to log you in and then direct you where you should hang out so another Apple employee can find you in the overcrowded box of a store. There used to be tables with chairs that you could sit up and wait for your appointment time but now, they have gotten rid of the Genius Bar and filled the entire space with wooden crates and small Ottomans that are extremely uncomfortable and way too low to the ground for most adults. You sit there and you are blasted by the worst techno style music that is way too loud and puts you on edge. Finally, 20 minutes after your scheduled appointment time someone from Apple comes up and asks you if you are...Hank! My smile fades and I quietly tell the person no. That is not me. The Apple employee shrugs and walks around the circus of a waiting room looking for Hank. I secretly wonder what would happen if I said yes. Thank you've ever known? Does Hank even exist? Do I even exist? read more

Poor customer service. Took 3.5 hours for a simple transfer after appointment. Too few employees. Too much work.

Gave one star because the service is poor. There are so many staff in red shirts standing around. Whenever you approach one, they ask if you have an appointment. Both myself and my husband had an appointment. My husband bought a MacBook Air and was there to pick it up. The guys scanned the QR code and could it pulled up the information so he typed in the qr number and pulled up his name. He got some message he went to his manager came back and said it was on the processing side so we have to call a phone# . My husband called and apple said nothing was wrong and the store can give my husband the computer. The staff did not seem interested to help in any way. But since we were visiting , we had to pick it up. Also asked the guy to help me with getting an iPhone 14. I had the appointment not a QR code. The guy said, I have to make an appt, he only handles pickup orders. They have the worst service . No interest in helping the customer. Do not go to that store at the north mall! read more

One trip to this store and I never want to buy another Apple product again just to keep from having go for through the headache I just went through again. SERIOUSLY!!! Tried to upgrade my phone today, second attempt kind you because AT&T stores don't carry anything higher than the 256gb iPhones. I really was only doing it because the older of my 2 iPhones is starting to get glitchy. So I figure why not go directly to Apple it'll be a lot simpler, or so I thought. Walk in the store and a rep approaches to assist me, tell him I want to upgrade my phone. He tells me he has to put me in for an appointment because I can't just walk in and do what I need to do and it would be a wait. Ok fine so I stepped back out into the mall, did my order online for in store pickup to make things quicker. Less than the amount of time it would have taken for the appointment windows offered my phone was ready for pickup, an hour ahead of the appointment checkin window. So I walk back in and ask if I can just pick up my device now since it's ready. Rep comes over with my device and offered to do my promotional trade in while in store instead of wait to do it by mail, which was much more convenient anyway. He proceeds to royally screw that up over the course of 30 minutes which voided the promotion I was entitled to on the new phone. So he says he has to return the phone and redo the entire thing. At this point I've already been in the store for an hour, I tell him fine go ahead just be quick. 30 more minutes go by, now because of his initial screw up my account is hung up in a pending activation that he returned so can't finish the process even after calling AT&T because it would take up to 2 hours according to him. So 90 minutes wasted trying to get a new phone just to be made to bend over backwards and leave empty handed. And what's even worse is not any form of compensation or rectification was offered by him nor the manager for the inconvenience they've caused by their incompetence. Just we sorry just wait, come back, or order only and wait even longer. Apple and their level of service has really going down the toilet since I got my first iPhone back in 2008. And to think all this could have been avoided in the first place if the first rep would have just taken care of what I needed when I first walked in trying to buy the phone instead of this unnecessary bs over appointments because if it was truly as busy as they claimed, then no employee would have had the time to approach me to see what I needed in the first place. After 14 years of nothing but Apple and being a loyal and diehard customer of the brand, I've never been so ready to make the switch to another company who hopefully has much better service. I've extremely disappointed and completely turned off to the prospect of purchasing another Apple device. You all need to get back to the level of customer service you used to provide, and train your people better. If you want to be the best, you have to work toward it. Not just be as lazy as you have been as a company in recent years in all aspects of the business. Relying off brand recognition and loyalty will only pay for so long when you start treating your loyal customers like crap like i experienced today. It's already bad enough that none of the iPhones being released are really all that ground breaking. So that plus Thai experience is enough to make customers jump ship real quick. Honestly speaking, Samsung/Android are winning in terms of tech and service. read more

Someone at Apple figured out a good way to screw their customers out of even more money. The wide angle camera on my iPhone 13 Pro Max started malfunctioning after 4 months of ownership. I took it in for repair, since I paid (exorbitantly) for Apple Care. Every time I've done this in the past I received a replacement phone there in the shop. But this time they wanted to mail in my phone so it could be inspected (I got an error saying my camera may not be an Apple genuine part, even though I've never had it repaired). For the two week wait, they gave me another iPhone, NOT a 13 Pro Max like I had, some other model. My case wouldn't fit it because they didn't replace my model phone but grabbed whatever was available. I asked to borrow a case. They said they couldn't lend me a case but would be happy to sell me one for $50 or more. Since it was only a loner, i wasn't keen on spending so much money for a case I would only use for a week or two. Of course I dropped the phone within 24 hours, cracking the screen and back. I took the phone back to Apple, and I just wanted to pay for the damage and turn in the loner. They wouldn't take it, or at least they weren't willing to give me a receipt saying I had turned in the phone if I did leave it with them. So now I have no working phone and I'm going to be on the hook for all the repair charges for a phone I never wanted in the first place all because Apple is too cheap to lend me a $50 case to use with their loaner phone, which is a less expensive model than the one I sent in for repair. I've been using Apple computers and products since 1979. Today that era came to an end. Apple has lost touch with its customers. They want to control what software you can load on your device, who can repair your device, when It can be repaired, and how long it takes. If you don't like it, too bad, take it anywhere else and you void the warranty or brick the phone by activating a poison pill within iOS. Jesus, I never would have imagined back in 1997 that 25 years later Bill Gates would be seen as morally superior to Steve Jobs, but that's precisely the case now. Apple is more of a monopoly than Microsoft was in the 90s, more willing to use its market share to destroy competition by simply stealing developers ideas and passing them off as Apple's. It needs to be broken up like Ma Bell. read more

Today I purchased an iPhone 14 pro from the store. But the experience was extremely unpleasant and uncomfortable. When a store employee was helping us to transfer the data from the old phone to new one, he did not use the most simple way by putting two phones next to each other. Instead, he pushed us to buy the iCloud service on spot, backed up the data in the old phone to iCloud, and then transferred the data to the new phone. As a result, we paid unnecessary and, what was the worst, we waited in the store for two hours. The store employee was a young man with black hair. Stay away from him! read more

New phone was purchased through AT&T but I've been having issues with my old iPhone 4 (which is now obsolete) battery which kept dying on me and my anxiety of losing all my info was more than I could stand... so this morning I was second in line to make sure I didn't lose anything while activing the new phone. Luckily, I was able to get my old phone to open briefly a couple of days ago, just long enough to do the back up! The universe was/is working in my favor on this one. I decided to go in early this morning because I couldn't get an appointment online for the Genius bar today... earliest was Thur afternoon. I didn't want to wait that long to get my phone turned on. I had already been without over a week. I walked right in with about 20 employees in front of me smiling and clapping with about 20 customers behind me.... took me about 30 min... and I was out. read more

Costumer service 2/10 at the Apple store. Unfortunately I give Jack in the box 6/10. There was a Spanish speaking family, worker comes up already rude because she didn't want to deal with them. She tells them that she was going to use the translator then she said "1 second" leaves & starts helping other costumers. They gave us a certain time wait (45minutes - 1 hour) we leave for 30 minutes and come back as we wait we ask how much longer & they're saying that they skipped us because we weren't here like sis you gave us a specific time... anyways is always hectic in there. They're so messy & don't have anything in order. read more

DO NOT GO HERE! My Mac suddenly crashed while working. I was in tears because I had important files on the desktop I needed to rescue. The first technician I spoke to at this store was great, he listened to my concerns and took 2 notes for me- 1. Rescue the data on the hard drive because there is no recent backup covering important files. 2. Leave the OS on Big Sur. (I use software incompatible with Monterrey). So when I got my computer back they said they were able to boot it up after fixing a power issue, but "went ahead and replaced the logic board (including the hard drive)." I was devastated but I trusted them that maybe there wasn't a chance to save my data. BUT when I got home and booted up my Mac on MONTERREY- that's when I lost it. Something as simple as the wrong OS shows me that they didn't care about any notes. They could have saved my files and just didn't care. It makes me feel sick. I lost IRREPLACEABLE intellectual property! I would have paid thousands to have those files on a thumb drive or saved in possible any way! But now it's gone. I will never come back here! read more

"Genius Bar"!?!...More like a wannabe nightclub. It's too loud, and the wooden stools and boxes to sit on made me feel like I was a parent at an experimental Montessori school for gifted and tattooed computer nerds. (I'm not anti-tattoo, as I have a couple myself, it just felt like a bunch of kids trying to out-cool each other and be "smart" while doing so. The music was very loud , too! I love Apple products, but I will do my business online or over the phone from now on. read more

I would give minus 5 stars if I can. Worst store ever. Next time I'm ordering my stuff online and paying extra for expedited delivery instead of dealing with this place. You see staff everywhere but they either "don't know" when you ask a question. Or send you to the next person who also has no idea. Purchased two phones and that took 2 hour to be ready after asking me to call apple.com to clear an "issue" they didn't even know how to explain to me what it was. I refused to call and explained that purchasing from the store meant it's their job to fix whatever issue it was. Finally found someone with a black tshirt and insisted he go to the back and find out what's causing the delay. He comes back and says. "Your phone became available"!! Save your time.. and buy online. Absolutely horrible place! read more

Alex Dibia Definitely Assisted Me The Best He Could. It Was Over Perfect. I Promise When I Come Back I Wanna Work With Him And Just Him. I Seen How He Was Interacting With The Customers Before Me I Promise. I Waited I Said I Wants Him To Assist Me. He Walked Me Thru On How To Operate The Phone And About Apple Coverage Just Period. Alex Dibia Is A Solid W!!! read more

My name is Jacob, I live in Chicago Illinois and Kirin did an amazing job helping me fix my phone. She was very nice to me and I really felt the customer service that apple promises. I thought I had to buy a new phone but she completely saved the day. Not only did she save the day but she saved my thanksgiving. I found out that my phone was broken the day of thanksgiving and I was really upset. Thanks to Kirin I was able to feel much better. If anyone needs help and would like someone who's patient, knowledgeable about the product, and super nice go to Kirin. read more

I was surprised that the rating for the apple store was so low since it almost has a cult following. Well today I found out. I arrive at 10:10 to day and ask a question about why my apps had not transferred. The guy said it was because the information was not transferred the way Apple would have transferred it. There were very few people in the store but he said he could not help me but I needed to make an appointment to wipe it clean, delete the apps that I had loaded which was 4 and retransfer. He was confident and besides this is the APPLE store. Of course they know what they are talking about, right? I reworked my entire day because I had an appointment at 4:30 he said. I should be happy. No fun for me. I arrived back at apple and ways told to sit on the blocks. An arrogant young man arrived and said Ms. you want to Blah Blah Blah? I matched his energy and said I requested a female. He looked at me and said OH WoW. He looked at his i pad and I asked him to repeat what he had said because I did not understand it. He started speaking to me as if I was iterate. I thought let the games begin. I used to be a secret shopper for business, managed and own my own business and i would have never tolerated this behavior. He was struggling. He proceeded to tell me that the guy who had me come back was just a person trained to triage the people and they don't always know what they are talking about. Then he told me that what i had requested was not going to do anything. He picked up my phone after i logged in and started doing things. When I asked him what he was doing, he again was condescending and said that he was trying to help me with my questions. I informed him that I could not see what he was doing because of the security screen. He handed me my phone then I asked him the list of questions I had. He said, "Lay your phone down" I did because I wanted to see how for he would go to treat me like I shouldn't have questioned why I was told to come back if Apple could not help me with the new transfer. So much more happened that I am appaulled about but I think what these are the people that Apple hires to help people. However I will conclude with his final statement to me. Coming into the store is not for you. You would be better served by call customer service support. We can help you here. Now I say WOW! I did not get his name but he referred to it as his store. Surely apple has a record of who helped me. Shame on apple. He recommended I also contact the people who sold me the phone. We get people who buy their phones elsewhere and come in hear for us to fix it. WOW. read more

Great service with Martin today. Got a new phone . Pairing of my my watch with my phone automatically happened while at the Apple store. After my watch update , it wouldn't pair with my phone. So now , it got synced. My watch bracelet broke while having the battery checked to see if it needed is still good. My watch battery is still good. What a day! read more

Hi, I'd like to share my apple experience with you. Around a little over two years ago I purchased a MacBook Pro. This was one of the later versions with the Touch Bar. I previously had a MacBook Air which I loved and never had any issues with. After buying the MacBook Pro i very quickly realized there was something wrong with my computer. Their performance was less than the MacBook Air and was always messing up. It would glitch and the keyboard would constantly stick it just was a very bad computer. After a few months of having the laptop I had to take it to the apple store because it stopped powering on all together. After looking at my laptop my genius rep told me my Mac was defective and they would replace pretty much everything inside the laptop leaving me with the shell to which they did. My Mac was back and working but I still was never fully satisfied with my Mac, I honestly preferred my MacBook Air Over my MacBook Air and that's that it was way newer then my Mac Air. After 8 months of using my MacBook Pro my laptop stopped turning on again. It seemed I was having the same issues I had when I first Ed purchased my laptop. I recently went to the apple store to bring up the concern to which the rep told me I had to pay to have it fixed because it was no longer in warranty. After a long period of going back and forth with an apple leader he told me it was unfortunate that I got a MacBook that didn't live up to the quality that it should've but I'd still have to pay for the issue out of pocket. I asked him how he could be satisfied with Providing this service to which he responded that's why I should've purchased apple care. Long story short this was my experience. I bought a macbook from you guys that was doomed from the start. I'd completely understand if I damaged my Mac and it showed outed damaged cracked screen or even water damage if completely be okay with paying for that because it was something I did but my Mac never stood a chance. They couldn't even tell me what was wrong with it they just said it stopped working. I'm usually a die hard apple fan but today honestly made me debate why I stay with a company that doesn't care about their customers. read more

I had an appointment with the Genius Bar. They were on time and fixed my phone to work correctly. Nice and friendly. Thank you.

Inspite of having an appointment have to wait for 2 hours for just repair diagnostics and ending up buying new phone.

Terrible store. Terrible staff that did not even are people waiting more than an hour. Even those with appointments had to wait 30 min Go to the store in la cantera. This place is terrible. read more

Apple - Stay away. - Computers Near Me - San Antonio, Texas

Thought I would come by on a Sunday hoping it might be a little less crowded. Guess there is no such time when It comes to an Apple Store. Didn't have an appointment with the Genius Bar, so thought I would wing it and just come to the store. Was having trouble with the charging port on my phone and this was my first visit for my phone, having any problems. Have to admit, I didn't know what to expect. You hear good stories about service and horror stories. At worst was hoping for something in between and at best, nothing but great service to report. As it turns out had a a great experience. I told the person who helped me (wish I remembered his name) what the problem was and he took it to the back, going with a simple cleaning of the charging port to start things out. As it turns out, that's all it needed! I was in, taken care of, and out in 30 minutes. I'm very thankful it was something simple and I appreciate the courteous service I got. read more

Apple - Waiting for the doors to open. - Computers Near Me - San Antonio, Texas

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Ended on a high note! I must admit that initially, I was not impressed. Quite frankly, I was pissed. However, we all make mistakes in life and what truly defines us is whether or not we are willing to make things right and this store did just that. I'm Glad I gave them another chance. I will definitely buy my next Apple product there. Thanks Mr. Manager for your help today. I wish I could remember your name. read more

I have to agree with some of the earlier reviews. This place is hit or miss for getting help. Yesterday (Saturday, my big mistake), I just wanted a second Apple watch charging cable. Tried to find it on my own, no luck. I asked an employee who directed me to the left hand wall. No dice. Not there. Another employee comes over and asks if I needed help. You think? He goes to the opposite wall and there it is. Check out went really well with a third person. I used the Apple pay function from my watch. My watch and their reader 'bond'. Really quick and I'm emailed the receipt. So I left happy. read more

THIS PLACE IS BUSY!!!!! I can't believe SA only has 2 Apple stores, given the size of the city and popularity of Apple products. There are tons of geniuses working this location and they stick pretty close to scheduled appointment times. The amount of customers was insane. I'd say about 10-12 customers per genius. Patience was high though and my iPHONE was fixed. So, this store serves its purpose. Just wish there were more locations. read more

The worst customer service! I waited an hour in line even though I had an appointment to pick up my phone. Once I am finally in the store the "service" rep tells me everything he CAN'T do for me! No activation, no transfer of data, can't even take it out of the freaking box! Don't waste your time at this store you're better off having everything sent in the mail and SAVING a lot of time. read more

Extremely slow service even with a 2:00 appointment we did not get to leave until 4:30! All that was needed was a battery replacement for an iphone 11. Staff appeared disorganized resulting in having to speak with different ones to have questions answered. Information about replacing Belkin screen protector was incorrect. Several staff members were snippy and rude. Stores music is very loud seating provided is uncomfortable wood boxes. standing around talking to each other, which is necessary in a crowded store, but it would've been nice to know that they were actually working on something and letting you know how much longer you would be there, and not just walking back-and-forth around the store, chatting and joking. it was kind of fun to watch them try to identify who their next customer was because they try to identify you by your clothing, so consequently they go from person to person who has on whatever outfit that they were looking for which is another time waster. Worst of all when they take off your screen protector they tell you contact Belkin and you can get another screen protector because yours is under warranty. However, that is not correct. When you contact Belkin, they need to know the exact date that you bought your screen protector and whether it was professionally applied and worst of all it's not a lifetime warranty. It's only a two year warranty so you can't get a new screen protector. But this time we had left the store, we could have bought a screen protector while we were there instead of getting all the way home before finding out that the information they gave us was wrong. If you have any choice, never go to Apple Northstar. read more

Its an Apple store... I love Apple stores this location is always packed like any other location. Good service as you know Apple to have. You can use the Apple Store App to set appointments and also buy products in store without even talking to a specialist. read more

I left my iPhone 11 on top of the car and found it 2 hours later in the middle of the road smashed. Upon reviewing my contract I saw that I had apple care and my phone was indeed under warranty. I took it in and was greeted by Jamal, he then sent me to Lewis who got me set up with the tech Adrian. Adrian was so patient and he answered every question I had! Switched my phone out and got my phone service activated and back up and running like nothing happened! Thank you guys! read more

BEST Customer Service Experience purchasing my new I phone. I had an appointment but I arrived about 15 minutes early. I walked in and was greeted immediately by DANI. She was very knowledgeable and so patient with me as I tried to decide which iPhone I wanted to get. She helped me get a job related discount and then took time to transfer my data to the new phone! I'm so glad I chose this APPLE store location! read more

They are awesome. Very professional and great customer service. Highly recommend making an appointment instead of trying to walk in. Everything was thoroughly explained before the repair work was done. Well worth my time and money. Thank you! read more

The worst place !!! They tell me my for they can help me I need to make appointment so i did they tell me 1hr or 11/2 I been waiting for almost 3 hrs I been telling them and they tell me in a little bit. I just see then talking to each other and acting busy . The worst part I can't go cause I need to fix my phone read more

I arrived early for my scheduled appointment and the manager seated me and assured me that I was next to be assisted with my Mac. My "Genius" listened to me and began to assess my problem with professionalism. I experienced excellent customer service. The Genius Bar Mac "Genius" was very accommodating and helpful. I would recommend bringing any Apple product here for assistance or service. read more

Apple - Genius Bar - Computers Near Me - San Antonio, Texas

As soon as I entered I was greeted. She asked what I needed and pointed me into the right direction. I had to wait in line fire the technician who had a very talkative customer. She saw everyone standing behind her but that didn't stop her. I finally got to the front of the line only for him to tell me check at&t. I couldn't even get mad at him. read more

They try to pass off gross negligence as "customer service". they try to hire an image, not people who actually know about technology

Very rude customer service, the lady helping me didn't know what she was doing. I told her many times that I had apple care and she kept telling me I didn't. She had an awful attitude. I would say excuse me and she just kept talking to her coworkers. I went to my carrier to check if I still had apple care on the phone and they said yes. she must be really lazy to not help me . She even contradicted herself. at first I didn't have AppleCare then at the end she told me I had AppleCare but she still couldn't fix my phone? ? read more

Very helpful. A little stress is understandable. Line moved fast. Short security guard helps everyone know where they need to be standing for expedient service. Good job guys. Oh and they called mall security to help me walk out to my car so that I didn't get the computer stolen on my way out there!! read more

I wish there was a way to give zero stars, because this place deserves zero, or even less! The store is loud. The people are not particularly on top of their game, and the tech squad is slow. I took two phones to have batteries replaced. I made appointments for them and checked in on time. Then I got to wait in a store that sounded like a crowded bar for 20 minutes for someone to help me. The person took the phones and somehow managed to set it up so that one would be ready 30 minutes after the other. We left and came back at the time when the last phone was supposed to be ready. They told me it would be ready in 15 minutes. I left and came back. They needed another 15 minutes. I left and came back 30 minutes later. No, it still wasn't ready. I was held hostage at North Star mall for 2 hours by Apple employees who couldn't be bothered to find out how long it was really going to take to fix the phone. When the phone was finally ready, the young man handed me something to sign, and immediately began talking to me, preventing me from reading the thing he asked me to sign. Then, he couldn't allow us to pay for both phones at once. These people will never see another cent of my money. read more

Negative stars. Made appointment for Friday appointment on Thursday. Arrived Friday on time: 12:15. Checked in. Simple new battery. The type of DIY task you see on YouTube. The genius promised no latter than 1:10pm. I checked status at 1:30. I checked at 2:15. Didn't get my phone until 2:30. The new battery was at 1%. My complaint. I waited in store for a repair that went 80 minutes over the promised time. Slow. Incompetent. Customer experience agnostic. I tried payment refusal. Nothing but money grubbing "well we did the work" apathetic responses. Plus they said they did not know I was waiting. They do not have a process to indicate who is waiting and who is coming back for their repair. I asked for a leader or manager and all I got was a co-worker wearing the same monochromatic garb as all the other hourly workers. DO NOT spend your money at this establishment! DO NOT! They WILL waste your time and money and not care about you (your experience) in the least! read more

Got locked out of my phone as I was transferring services. I went into panic mode and called Apple support [no help]. Tried following online steps to unlock it [no help]. I had to physically go into the Apple store for help which is always chaotic BUT Austin was the rockstar who helped me out. He patiently listened to my frustration and told me not to worry as he is able to unlock it in no time. 5 minutes later-- I'm happily walking out with my unlocked phone! Thanks Austin!! You are AWESOME 5 STARS for his speedy customer service and tech skills read more

Amazing staff and service! Wesley helped me out today; and he was very helpful. Definitely recommend coming to this location!