This store is difficult to deal with. Not what you expect from Apple. Inconsistent answers from 4 staff members. Refused to honor diagnosis by store out of state that repair was under warranty. The next day we took to Highland Village store and had the opposite experience. They were polite and professional and explained that all locations operate as "One Apple" and they would certainly honor the warranty and make sure repair would be done in 48 hours! Do not use Willowbrook location! read more

I don't really try to walk into the store too often because I feel like it would take me double the time to get out of it. There are so many people walking around and the workers, although trying to be there for customer service, get in my way. It's like going through a maze. I went in recently to get my charger fixed. It wasn't working and I have a 3 year warranty. This took me less than 4 mins and I was very happy how quickly the service was. I told them what I was there for, and slowly the workers created a walkway, kind of like Moses and The Red Sea. I was greeted by 2 other workers making sure I was "Andrea". Why, yes I am. I came in before because my charger short circuited or something, and so when I came in this time, they just gave me a new one because they knew I was already having previous problems. Overall, it's a store I don't like going into, but they do a good job here and there. read more

Horrible! Waiting time = more than 3 hours...and counting...Im still here!!!! Not enough staff to attend you for technical issues. Employees seem lost when giving you waiting time, they have absolutely no idea!! Go to Memorial or Galleria, dont come to this store, unless you have the entire day available and want to go shopping while you wait...and wait....and wait! read more

I usually try to avoid Apple stores because they are always crowded by teens taking pictures on Photobooth and then uploading it on their Facebook. Really... they need something better to do. When I do have a problem with my Apple products, I'll come here. It's closest to my house and extremely less busy than at the Galleria. You really do need to make an appointment with the Genius Bar. It's pretty simple to do online and to reschedule. My "e" key on my MacBook was loose due to the plastic clips breaking off on the back. I called them first to see if this was something they could do and they said they couldn't discuss that over the phone. What?!? This isn't a top secret mission. Apparently, if you have a question for the Genius Bar to see if they can fix your problem, you have to make an appointment, drive there, and be possibly denied. Good thing it did not happen here. There is a ton of Apple employees walking around to help you out. The process for buying items are so quick despite the crowds. The Genius Bar was extremely helpful and solved my issue. Even though my warranty expired 4 years ago, they have replaced my battery, keys, and top case. I really like the friendliness, new gadgets, and classes that they offer to their customers. read more

So I got the new XS MAX and was having the worst time getting it to sync my phones from my laptop. I walked in on Monday (10/1/2018) afternoon and they took me right away. Robert I believe his name was (I'm terrible with names) was the one who helped me since he was most familiar with PC ( I don't have a MAC ). He was just as confused as I was ... he went to the back and came out a little while later, turns out he called some other Apple stores to see if they've had this issue. They gave him suggestions on how to fix it and it WORKED!!! I'm so happy I can finally use my new phone and watch . This is my new APPLE location for sure. read more

Never answers the phone when we have questions which irritates me because I want to ask a couple of questions!!!!!!!

Went to have a battery replacement should have went to get a root canal with no novocaine. Said it would be an hour they bumped a couple people in front of me and it turned out to be two hours. Deliver what you promise. read more

Was told I could be seen for my problem went to the back where was told to go, when I arrived was greeted promptly with a what can I help you with? spoke with them about issue they patiently listened...and then told me someone couldn't see me for 2.5 hrs or I could re schedule and come.... yeah hell with that store read more

Mae took care of me, she approached me and helped me out super fast! I've seen her there for over a year. I don't remember the other employees but the one that sticks out the most is her! I've never had any problems with the customer service I've received there! read more

Made an appointment and took My iMac in for repair. The person at the Genius Bar was on time and ready to help. Turned out to be a bad Video Card. After some initial superficial checks at the store upon pickup, I get the unit home and find out that I am unable to control the sound (no sound at all in any program) and iTunes will not recognize any iPod you plug into it. Tried fixing the issues on the Apple phone help line, and in over an hour they couldn't fix my problem and basically got rid of me. While on the phone the apple rep lets me know that the part that went bad was a recall and that they will be sending me a refund. Which is awesome and I am grateful for that, but they should have figured that out while it was in the store. Due to the excessive crowds, I will have to take time off work during the week and take my iMac back in for additional repairs. Lets hope they can fix the issue without a third trip. Love the Apple products, but the repair personnel at the Willowbrook location don't seem to care very much. read more

Blah don't expect a quick wait time from this store... Walked in at 10:25 with one of the worker told me there will be " 1 hour or might be less " wait time it's ok I'll wait.... Walked back after 40 mins asking how long is the wait and another guy told me **" OH THERES GONNA BE ANOTHER 1hour and 28 mins more "** He said " it's the general wait time " They need to get their game together read more

This place is like stepping into a lower ring of hell. First off, you are going to wait for a really long time in unbelievably uncomfortable chairs. Because, you know Apple is so forward thinking and all. Then, you will be told that whatever you needed done is not possible, or at least not within any normal time frame. But, if you order the battery and come back in a few months you will be happy. Of course, you can buy a new phone and get a new battery. Now, I'm sure the battery technology from the 6 to whatever they are at now is profound and earth shattering but how can you not have batteries in stock? Any way, horrific phone, horrific experience and I suggest everyone go elsewhere. read more

Day 1: show up with appointment to fix cracked screen; told it would be 2 hour wait and then an additional hour or two to fix screen, left. Day 2: couldn't replace iPhone screen, had to replace phone, didn't give a chance to back up phone, lost everything. A $0.99 upgrade to iCloud storage could have allowed me to retain my data. Terrible. read more

Terrible service. Was told they would not replace my battery without updating my OS to the latest version because the battery would "fail calibration". That is the biggest load of BS, as Battery hardware can be calibrated/tested outside of the phone , ie calibration is not OS dependent. Just fix my battery so my phone isn't slow due to battery-health-throttling. I was even willing to pay you, Apple, instead of replacing it myself. May be an android user soon. read more

Really bad service!! Came in to fixing my Apple watch with an appointment but still need to waited almost an hour for nothing because nobody available for the watch!! A bunch of staffs working there just standing there not even tell you for how long we need to wait or something. Need to pickup my kids from school so I gave up. Sr if you don't have half day available so don't come to Apple store. Terrible. read more

Horrible, horrible treatment by some worker with pink hair. That lady does not understand the customer service! Thankfully a manager was able to solve our issues, but some of the sales "help" need to find another job where they have no interaction with actual humans. read more

All in all, this store has helpful people but I'm dismayed at the level of service I had today - showed up at 10AM, which is opening time, am in line for the same issue I've had for 3 consecutive days and was told I have an hour and 15 minute wait. How is it one gets there at open and they need to wait an hour and 15 min? The girl tells me to come back in 45 min to check on time and I do but she's curt in response "I already checked you in. I told you it would be an hour and 15 minutes so you still have some time to wait." I looked at the tech repair area and there were multiple customers up there who weren't there when I got there. If this had been my first day with this issue, fine, but I've had to come back 3 days in a row. These are expensive phones, persistent issues and multiple trips to the store for hour long wait times (previous trips yielded longer waits - 3 plus hours) just shouldn't be part of the deal. This is my first Apple phone and I'm done with them - c'mon Apple I had such high hopes for you. read more

Ridiculous! You spent $2600 on a MacBook Pro and you can't get anybody to look at it without a damn appointment. My two-year-old spilled water on my MacBook Pro and I brought it straight to the Apple Store to have them take a look at it. I figured the sooner I get in then maybe I could minimize the damage. They tell me too bad, no appointment can't help you. Seriously? I guess they're waiting for the water to do its maximum damage so they can say sorry about your luck, have to buy a new one. Next time my contract is up I'm replacing my iPhone with an android and I'm buying a PC. read more

Looking for the next best phone. This place is always busy. That's not a bad thing. But, they are so professional and very knowledgeable. I would always come here. They always do a very good job. I would love to work here. read more

Service is pretty good , although support team is shit!'= They don't know how to fix things , They're good at selling things for sure , but they are just not good at fixing things, read more

Great experience in the store today. I had shopped the pricing to replace the screen on my Apple Watch and then ran in the store to check and saved lots of time and money. read more

This place is horrible slow. Don't come expecting customer service. The people here are useless.

Very poor customer service came in to purchase . Needless to say. Made me feel unappreciated! Way to go alex and Ariel!

I went into this Apple store in Willowbrook Mall today because my out-of-warranty iPod Touch battery is failing and I wanted a replacement (per the website it should be $79 to swap out the iPod for a refurbished one with a good battery). (I followed the battery testing instructions on Apple's website and found that It can only play music at low volume for about 4 hours before the battery is dead with nothing else running, whereas it should be 40 hours per Apple's website.) So the Apple Store technician runs a "diagnostic" and instantly pronounces the battery "good". She says that if their diagnostic says the battery is good, then it will cost $199 to exchange it for a refurbished one, or they can take the old one in exchange for 10% off the price of a new one. What a deal. I asked to speak with a manager and the manager wouldn't even talk to me; she would only speak with the technician. The technician came back and offered me a manager-approved price of $99 to exchange it for a refurbished one, still not the $79 it says on the website, because, they claim, it really doesn't need a battery. While we were arguing for 10 minutes the battery gauge dropped by 50%, still not running anything. The technician still claimed the battery was good despite that, and used the bogus "diagnostic results" as an excuse to jack up the cost of a refurbished replacement. I would recommend getting the battery replaced for $50 somewhere else, and then you get to keep your original unit instead of getting some "refurbished" unit from Apple. If the Apple Store "diagnostics" are the same ones used for testing the "refurbished" units, who knows if the refurbished units will even work. read more

bad service a lot of staff for nothing, they are busy with their own business but not with the apple business, and then this girl gives me the excuse that the wifi is very slow that it will take 5 hours to transfer information from another phone and then they wonder why they unemployed , let someone else who really wants it take advantage of it. read more

Can't say thank you enough to the manager and other two employees that helped me yesterday. They went above and beyond and were so nice about it when I was having the worst day, and worst luck fixing my phone issue. I wish I could remember their names! Never written a yelp review but my experience at this store definitely earned one. read more

the tech's here are the genius bar was really helpful. you can buy apple products everywhere but after running into a few problems that could be fixed online or over the phone we went to the store and the tech helped so much. clean store. it's just like all the other apple stores so nothing special about it. 4 stars for the service. read more

Service is horrible! Stood at the watch counter while 5 employees stood by talking to each other. We kept looking straight at the employees and not one asked if we needed help! After 5 minutes of being ignored we asked for help. We mentioned we had been ignored and the clerk copped an attitude. She lost the company a sale! read more

Service is suck. Have a beat to get fix and replaced but never got a call to let you know when to pick up. Call Apple and the technician tried to get the hold of the store for over haft an hour and finally she had to set up an appointment at the store in order to check the status!!!!! Came 20 minutes ahead of the appointment time, was told I was on the top of the queue, wait for 15 minutes, asked again and was told I am on the second of the queue, waited for 25 minutes pass my schedule time, asked again and was told just wait until the next available technician. The technician was told to follow up with me kept running around to check other customers!!! Let see how long does it take for them to come. Been waiting for 50 minutes. Never come to this store for service. read more

Brought my phone in tonight as the screen had stopped responding. Waited in line to hear that they were fully booked for the evening and had no appointments for a week. I was going out of town and needed a working phone. Lydia (I believe this was her name, she was short, wearing a ball cap, and had shorter hair) took my phone and showed me how to reset the iPhone 7 which I did not know. I feel she went above and beyond for me, and I was so grateful as I could not be without my phone for a week. Thank you so much for helping a panicked girl who probably sounded hysterical. read more

I suppose that any Apple repair is going to be a bit expensive, so I was braced for the price I had to pay for a screen that would no longer stay upright on my MacBook Pro and had to be replaced as well as an ageing battery that needed replacing. They made the repairs and I paid over 400 dollars. Done deal. As the days went by, I noticed the most peculiar rattling going on inside the laptop. After one month, I took it back to the Apple Store and the Genius asked few questions and immediately sought resolution. What he discovered was small bits of the original battery loose in the computer. Issue resolved. It was a pain to have to take it back, but they were super efficient in taking care of my concerns. read more

I love the Apple Store in The Woodlands. I get smarter every time I go there! LOL

I came here the day after Christmas so I knew it was going to be nuts. It was crazy-busy and while there were tons of people working in the store there seemed to be zero organization. I already knew exactly what I wanted and didn't want to have to hear a sales spiel. I wandered around the store to find someone who worked there that wasn't already busy. When I asked someone, they pointed me to the front of the store where some kind of table had been set aside for people who didn't need help and just wanted to buy an item. There was no signage or anything indicating that. I walked over there and had to ask a few folks if they were in line or what. When I finally found the ad-hoc line, it took me a while to get through it (understandable) and at least 6-7 people asked me if this was the line for people who just wanted to immediately buy an item without assistance/help. No one could tell where the line was since there were so many people in the store. On busy days like that, they need to have some sign posted directing people to the "ready to buy" line (or whatever they want to call it) so there aren't so many people wandering around aimlessly. read more

I'd give them 0 if that was an option. Don't care about customer service no thank you for a $1700 purchase, no flexibility on repairs and over booked,over rated techs. Needs customer service model overhaul. read more

If you have a choice, you can try to avoid this store at all cost. I came in to replace my phone I-phone 6 recall camera. Nobody cared to help. I was at the store waiting to be helped for over an hour. They were keeping on passing me from one rep to another rep and can't give me an accurate answer. I post my complaint to the manager. She said that were the procedures to get the camera phone replace. I need to wait for the technician. I was told to wait for 15 minutes. It turned out to be almost an hour wait even though I had an appointment. At the end, they still have no solution. read more

This is a great store! Although I already have an iPad, I recently bought my first iMac. They set up my new Mac in the store for me, so all I had to do was take it home and plug it in, but I have been using PCs for 20 years and I experienced a bit of frustration when I couldn't get my new Mac to do what I wanted. I booked a on-to-one session with Larry for the following day. He gave me his undivided attention and answered all my questions. I was up and running in no time. No one at HP or Best Buy ever did that for me! I love my new Mac and will never go back to a PC. Apple service is unparalleled! read more

If you don't have time to wait for 1/2 a day, don't bother. Their sign in system is pointless, but required. We are at the mercy of the Mega brand and they know it. We know what we want, we don't need a sales pitch...we have no option to walk in a purchase and leave...we have technology Stockholm Syndrome. read more

Pathetic service . Unable to get appointments . First available appointment is more then 1 week. Would not recommend using the store . Manager Lindsey told me that they are hiring more ppl but it will be taking long time to do it . I will change from Apple to another system read more

I always walk by and it does seem busy most of the time. Mostly when there's a new product. I went to buy some beats as I walked in, I instantly saw them and was ready to pay. Surprisingly, nobody approached me (it was not even busy) so I just stand by until finally a guy (worker) came up to me. He knew exactly what to do and fully explained everything. I will say some workers can give you the (oh they are just here to see/ won't buy anything) kind of face. But... whatever read more

Went in a week before the new 11's came out. Talked to a front person, with a simple request: I have two lines with Verizon; I want to keep one of the Verizon lines for the physical SIM, and port the other line to ATT for the virtual SIM. "Oh, we can handle all of that. Order your phone online, set up an appointment, and come in." When I went in for my appointment I had to wait the 10 minutes I was early, and then another 30 minutes, for some young man to inform me that what I wanted to do couldn't be done. As for what the front person said, his response: "That's a sales issue, not a service issue." Next guy said, "You'll have to go to an ATT store, but I don't recommend the one a couple of doors down." He actually went to the same computer as the earlier front person, and looked up the same article--I could tell he was standing there reading and finding out he was incorrect. I went to the ATT store anyway. In less than 5 minutes, they had the phone up and running perfectly. There are probably some people there who know what they are doing in the Apple store, but this management plan of funneling customers to someone else and then disappearing leaves a lot to be desired. Jim L. read more