Last night I had the misfortune of visiting the Avalon Apple store. I was told that my repair would be completed by 9:20 - 9:30. Further, I provided my alternate cell phone number to the store manager so that he could text me notification that my iPhone was ready to pick up. 9:30 comes and goes. No text message arrives. At 9:50 one of their techs asks who I am and what I'm waiting for. I give him the specifics and he trots off to the repair area. 2 minutes later he returns to me and asks me to type my last name into his iPad so that he can find my repair order and iPhone. Again he goes to the repair area. 5 minutes later he emerges and asks me to type my email address into his iPad because he can't find any record of my transaction, let alone my phone. He sees nothing on his iPad, so he asked me to look at his iPad to see if I can spot my own name. I see nothing. Again, the tech returns to the repair area. At 10pm the tech delivers my phone and collects payment. I was disappointed that the store manager didn't reduce the cost as compensation for the extra half hour I waited and the stress the tech put me through. The store manager had my alternate cell phone number and failed to use to keep me apprised of the repair status. read more

Oh I know pretty much what at least three of the employees that work at Apple Avalon the first one I dealt with was incredibly dense I came in with a prescheduled genius appointment this young man without even looking at the really horrendous condition of my software on my phone due to the 11 upgrade told me I should have my phone replaced and he would have to charge me $149 then when I said that was ludicrous because my phone is in perfect condition it's the software that's a problem he told me I should go to classes because I don't know how to use the Apple so I inform him by (mail that my so-called new phone has arrived at the store which we agreed-upon because we were supposed to work on it together and that if I don't pick it up by certain date it will be forfeited and that's the end of that for me phone this would be laughable if itwasn't so incredulous I have had Apple phone since the three and I used to go to the northpoint Store and I was treated with a lot of respect and help this Store tells me this nonsense and then tells me that my allotted time is over well to make a long story short I got a hold of someone else he told me I should get a one which of course is not new refurbished phone and that he would help me fix it because as the phone was synced with my computer whatever is in that phone went into my computer now neither one of them work I was told he would call me many times by Justine the person who answers the phone who is quite nice and I can hear when she talks to him that he is there and he just tells her that he's out on lunch or he's on his day off or some other excuse. If some of this review is not aorder or seems nonsensical You can thank the software iOS 11 and see it clearly in how it messes around with everything I do Addendum: six months later and I'm still with my old phone. Approximately a month ago they left me a phone message saying they would substitute it with the 6S if I had a sense of humor I would've laughed! Five months of waiting & the response is still for a sub standard six phone? Apple is not what Apple once was. The arrogant and proprietary approach just doesn't fit with the times the "new" phones are coming out in the fall plus there will be a lot of competition from Japan and China. There was absolutely no reason for them to place me in this position where I have a substandard phone with the operating system that already has 14 upgrades and still doesn't work and my computer messed up because of the sync. So now here we are in almost August and do you believe I still have this stupid lousy phone that the battery does not work at all it has to remain plugged in at all times very useful Plus Siri has gone insane and pretty much writes the strangest things you'll ever see And I am surprised that the vocab is so limited!! Now obviously I have not been running to the store on a daily basis because life has interfered but they have not followed up either the last time I heard from them was in March and that was with the so-called new version of my very old phone there is no new version. I guess you can actually tell that I'm dreading this even though it's supposed to be for my benefit. Sigh. This is basically what Customer Service has become in this New Age a never ending barrage of false statements inconsistencies and certainly not assistance read more

Beautiful store! Austin was so helpful and unbelievably nice, polite, friendly, helpful, knowledgeable and patient. I have to buy more Apple products so I can have more enjoyable shopping experiences like that one!! read more

I took my MacBook Pro in for service. They ran diagnostics on it and told me it was a "display" issue and it would cost me $500 to replace. Ok - I can deal with that. Then they said they noticed corrosion on components from possible water damage. This laptop sits in an office all day no where near any water source. They told me that they have to ship it out and it will cost a minimum of $1300! I told them don't bother. Now I am in the market for a new laptop - not a Mac this time! read more

Horrible people to deal with. Faulty product breaking that is 3 months old is some how my fault and I'm responsible to fix. Done with Apple and done with the horrible customer service. read more

Extremely poor service at this location. Drove an hour to this location to get help at the genius bar only to be told they only help people that are making a purchase. That is exactly what the person at the door said. She did offer to set up a call back with their tech support for later in the day which worked out fine. If your looking for help at this Apple store forget it unless you want to purchase a new product. Upon leaving the Avalon center we noticed three Apple employee's over in the corner playing with remote controlled star wars action figures, guess they were to busy playing with toys that day to help a customer. read more

I cannot even give a star for the lack of customer service at the new Avalon location, but in order for it to post I have to select at lease one. The staff was extremely arrogant, condescending and down right disrespectful when I came into the store shortly after it opened for the day. What happened to the days of treating the customer's that are giving you their hard money for your product with common decency? I am appalled. Regretting my purchase of the iPad for this reason alone. read more

Be skeptical of the negative reviews of this store. The vast majority are from when the store was located in North Point Mall, not from the current Avalon location. People complaining about not getting immediate service, it's a store and stores have busy times. You can't always schedule staffing perfectly for a day when consumers randomly choose when they want to shop. If you see the store is busy and don't want to wait, come back later instead of standing around getting angry. Stores can also have bad employees just like any business, and sometimes you unfortunately come across that employee, but that doesn't make the overall store bad. Also, you should ALWAYS make an appointment when you need Apple service. I don't care who you called or asked, always make an appointment. Service works based on that schedule, not when you want help. There's high demand for service, so they have to work on a schedule basis. This is how every Apple Store operates. They can't always accommodate random walk-ins. I have been to this Avalon store twice in the last couple months. The first time was for battery replacement on my iPhone 6. I waited a few minutes beyond my appointment time, but the Genius was friendly, knowledgeable, and quick to help. He asked me to come back in an hour to get my repaired phone. I walked around the Avalon for an hour, and my phone was ready and repairs priced exactly as quoted when I got back. I went back today to pick up an iPad Pro that I ordered online. I had 3 employees greet me, congratulate me on getting the new iPad Pro, offer app suggestions based upon what I wanted to use the iPad for, and show me features while we waited for my order to be brought out. Then in parting told me about classes that they were offering in the store if I wanted to get inspiration or talk through features more. I've had great experiences visiting this store, so don't let the other reviewers scare you off from giving it a chance. read more

I was removed from the line (a computerized line) with no explanation. Although the young man who I did ask about when I was going to be helped did apologize, he wasn't the one responsible for me being removed from my position in line. And, no, I was not there on the day after Thanksgiving. It was crowded, but not day-after-Thanksgiving crowded, so still no excuse for what happened. Here is a hint for future shoppers. Ask someone with one of those handheld computers at the entrance EVERY 5 minutes when you will be seen. I was initially told about 25 minutes, which is fine because I prepared to wait. After 50 minutes (again it was crowded, so I was trying to be very patient), I asked someone how much longer. That was when I was told I was no longer in line on the computer. The sales associates find you in the store by the description placed in the computer when you first arrive at the store for assistance. My only guess as to why I was skipped or deleted from the line is something about my appearance, which could be any one of 12 or more things. It's an awful feeling to have to wonder which of the 12 things about my appearance made one of the sales associates delete me from the line to move on to the next customer. read more

I have a Iphone 6 plus which was seizing up and I dropped by the store to check it out. They knew exactly what the problem was and I was told that they will give me a new 6plus to replace this phone which has a manufacturing defect. They told me they had to order in the phone because it was not a stock phone and it will take 2-3 days. (this was on a Friday) I dropped by the store on Tuesday to check and they looked on the system and they told me the phone was in transit. I dropped by on Thursday and the phone was still not in the store. The person told me the phone was not in transit it sometimes takes up to 1.5 weeks to receive these phones. I called today on Friday one week. The representative said the phone is not in and she does not have any date when I will receive the phone. She said sometimes it can take many weeks to get this phone because it is out of production. I own this phone outright and do not think it makes sense to upgrade and spend $20.00 per month for something I do not need. I have been without a phone for a week and they basically told me to pound sand. You will get the phone whenever it shows up. I have had apple products for years and this is the first time the customer service has failed me. The representative from the store I talked to on the phone told me that she agreed with every point I made but you are still going to wait and I am not going to do anything to help you. (she was very polite) It seems as if apple does not want to support the older models and they do not mind pissing off loyal customers. read more