Apple Store

I am a loyal user of apple products, the problem is not with the sales end of the store, but more with management and apple care support. It is an absolutely frustrating experience, save your self the hassle and go to another houston area apple store, almost all of the management are incompetent, and as iv’e owned many apple products since the early 90’s (ipods, macs, newton, airport, and other obscure products) I can say this store has given me the worst experience, for beginners when you show up at your allotted time you are made to sit there there simply is not enough support staff. Iv’e had a series of problems with this store starting from 08 and onwards, though the latest issue really has annoyed me, there is a brightness on the display of my mid 2013 mac book air (with apple care) about where the apple logo is, now I took it in the first time with a series of other issues including the track pad they replaced the parts but did not bother to address the display, so I go back they send the laptop back to the sweatshop called flextronics (this is where apple depo services your computer when they want to waste your time and save a few bucks on their end) where they inform me that they will not fix the display as it is my fault there was pressure on my laptop… The real kicker is that they kept the laptop for 4 days longer than they guaranteed, the problem being I am spending 3 weeks as in intern in hong kong, so my father had to pick up the laptop un repaired and spend 200 dollars to fedex it over night to me… These people are not interested in fixing your laptop under warranty, though if you bring it out of warranty they’ll gladly start swapping parts with no real result as I found out with my dad’s laptop… I might add when I spend over 2000 dollars on a laptop and get it back from service after 2 weeks full of empty promises, when you screw to bottom case back together don’t cross thread the bloody screw and leave protruding half way, I bought the thing for its attention to detail. It would be best not to get anything serviced by these butchers!

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.

I was very pleased with the help and service. I found the ipod I was looking for and picked up the wrong pair of Bose headphones. The staff was very helpful with the return and gave me some suggestions as the headphones I was looking for were not at that location. All around plesant experience — I would recommend and will go back again.

Bought an IP6+ at the Tomball Verizon store. Immediately started having issues with the phone. On the 14^th day, apparently the last day that I could return the phone, I had enough and called Verizon support about the issues. Verizon could not assist me, so transferred me to apple. Apple asked me to do several phone reset and restores from different backups, and then said if all else fails, restore as a new phone. I did what they asked over the next 2 days, but on the second day the phone shutoff and would NOT power up. Went to the Tomball Verizon store where I purchased it, but was turned away since I was outside my 14 day return period, by 2 days!!!, despite my repeated issues with the phone that obviously indicated that the phone is defective. The manager’s choice to send me away nearly made me close my 9-​phone ($ 500 month) account with Verizon. I am still smoking mad. Apple determined the phone was defective. Although Apple swapped out the defective phone, they wouldn’t do it unless I bought the $ 129 Apple care! I feel that given the problem history of the phone from the beginning, and that it was determined defective by Verizon and Apple, that I should be permitted additional days to return the phone. But no.
Lesson– RETURN ALL APPLE PHONES WITH ISSUES NO LATER THAN THE LAST DAY OF YOUR RETURN PERIOD REGARDLESS WHAT THE PROBLEM IS!!! God speed to you all!

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!

New to the Mac world so i decided to take advantage of their free workshop with my daughter. Justin was such a great teacher! We had an awesome experience learning about Garage Band. My daughter had some software issues with her laptop & he quickly had a tech look at it &…PROBLEM SOLVED!!! Two thumbs up for these guys… THANKS JUSTIN!

Zero stars if I could. Don’t make «Genius Bar» appointments if you can’t keep them. Period.

The people at the store are nice and knowledge able. However Apples hardware support model is worse then the DMV. There aren’t any appointments for two weeks I leave for business on Monday. I showed up 30 minutes before the sore opened to talk to some that my iPAD is indeed a brick and to give me a new one. After getting to the store 30 Minutes early there is already an hour and a half wait? All for someone to tell me something I already know. Apples support model is AWEFUL it makes me regret ever getting and Apple device

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

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!

Well, well, Apple. I’m actually giving you another star, but you haven’t earned that coveted fifth star in my book just yet.
Three days prior to my appointment at this Genius Bar, my 2011 MacBook Pro froze. A forced restart resulted in the dreaded «blue screen of death.» While I could boot into safe mode and realized that I had backed everything up, a computer that will only run in safe mode is virtually useless.
Out of Apple Care warranty, I bite the bullet and immediately make an appointment to get my baby in for service (using my trusty iPad, of course). First appointment is 3 days hence: an eternity!
This store is packed with a capital P on the weekends. I am, however, seen within about 5 minutes of my appointment time. Problem explained and a diagnostic check is done. Seems my video card has failed. The Apple genius leaves for what seems like a long time. When he returns, I’m presented with the proverbial «good news and bad news» stuff. A week to repair (that’s the bad) but the good is that there will be no cost to me.
What? This MBP is over 4 years old. How is that? Apparently, certain 2011 MBP models had «potentially faulty» video cards that would cause system crashes. Okay, take a look back at my original review of this store. I went in for this issue shortly after I got the machine and they told me it was a software conflict. This issue has persisted since I’ve owned it, yet Apple has indicated that it was an OS issue (please upgrade, was their advice) or don’t use the programs that conflict (like Photoshop — you’re kidding me, right?). So, now it’s admitted, but ONLY after the entire system shut down.
Part of my anger stems from the fact that I know Apple can admit if they have hardware problems. My brother received a notice from them that his iMac could experience a hard drive failure (although he had not experienced any problems) and that he needed to bring it in immediately for a free replacement. Why wasn’t this done in my case? Why wait and cause frustration and angst with your customers if this can be avoided? Bad business practices, in my opinion (and this is the reason for my deduction of a star).
So, off she was whisked and I was told I could pick her back up in 3 to 5 business days. Like manna from the Gods, in 3 days I was indeed emailed that she was ready for pickup. Not only was the video card (logic board) replaced, but the optical drive was also replaced due to apparent failure as well. Total repair cost to me on this machine that I purchased 4 ½ years ago: zero.
While I may not have been a happy camper being without my computer for these last days, I will tell you that it sure beats being without a computer permanently or having to be in the market for a new one. I know I spent a chunk on this when I bought it, but i also recollect spending a chunk on a Dell laptop that in less than 3 years was nothing more than a glorified doorstop. At least Apple stepped up to the plate and fixed what was done wrong, and I will admit that both times I was in (drop off and pick up), the «geniuses» that I dealt with were knowledgeable, kind and attentive to my concerns. Never once was I questioned whether I had in any way abused my laptop and they wanted to make sure that it worked perfectly when I picked it up.
Nice.

I went to return my apple watch and expected to just order one online but they had them in stock! The employees were very helpful in processing my return and making the whole transaction very smooth! Love that place!

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.

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.

Excellent experience with purchasing the 6+. Very accommodating and Jennifer is the BEST! Definitely will be back!

I was pretty skeptical about checking out this apple store, since I’m so used to my previous store at First Colony Mall. Now that I don’t have much of an option now that I live in this side of town.
I had a very pleasant experience. Their assists was quick and straight to the point. I was in and out in less than 10.

ABSOLUTE WORST «genius» service ever. I am the sales manager for the state of Texas for my company. I brought my company iPhone 4 in for something simple, ringer not working. Well, the ringer works. However, my contacts (that were backed up to iCloud) no longer exist. They’re solution you ask? Well sir we are sorry there is nothing we can do. Will NEVER use this location again. Sadly it is closest to my home.

The workers here are really nice and insightful. I went to get a charger and ended up talking for about 15 minutes to one of the helpers who is an old lady about apple stocks. Seems like everyone really know their stuff.

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.

My last trip here was pretty good– the guy I was talking to was spot on about the info about the iPad-​3 and 2 when we were comparing. Had info I hadn’t heard before about some apps– most times you will hit knowledgeable people working in these stores this guy was better than most.
I like that they are not high pressure. They listen to what you are looking for to really pick what you «need» for what you want to do– I heard it all around me. Not trying to oversell some poor woman that wants to do email and some surfing some high end tower– good deal.
Side note– my iPhone having issues, they couldn’t resolve it– they just asked– «are you backed up at home??» I said oh yeah I did last night «Yeah that is part of the issue why we can’t track the problem down due to the ‘log’» So they gave me a brand new phone! and I have an iPhone 3GS bought through an ATT store– gotta love that.