My customer service experience TODAY just completely sucked. I know I can purchase these items online but I wanted to get the old school feel and touch of the items before my purchase. I will not name the associates because they did apologize after they witnessed how upset I was. Associate began helping me with a product, explained it would have to be shipped and we began the process. Then she asked another associate to finish the process while she helped other customers. The other associate then started to finish the process when what I think was a supervisor came over and made him take his break! Why would you take him away when finalizing a transaction. I wasn’t helped until 30 min later. After I asked the entry door person to get me some help, the original associate came over, apologized and still tried to find SOMEONE else to help me!! Smh. Doubt this review would change anything but just wanted to vent…

Horrible. Personnel are rude and incompetent. They also have a bad attitude. In two hours and 20 minutes, they failed to solve my problem. Personnel start talking to you, and then leave. God knows when or if theyll ever come back. While I wait, they are wasting my time. Deserve zero stars.

Please do not waste your time at this store if you are a person of color. GO TO THE GALLERIA APPLE! Highland location is Horrible customer service.

They made us make an appointment and wait seven hours just for them to tell me that I needed a new phone and when I got home I cleaned my charging port myself and fixed my phone I’ll by myself the employees there need to be trained more efficiently and need to know what they’re doing because they wasted my time for nothing.

Service was good. Very busy obviously but we were still helped quickly.

I had a good experience at the Apple store n Highland Village. The staff are friendly and helpful. The tech person was very knowledgeable and figured out the issue with my laptop quick. I recommend having an appointment with tech support before you go in.

Went at around noon for genius bar. Wait time was OK. I wanted to look around while I was waiting but they have their own system. The genius who was paired with me wasnt very helpful and I wasnt even there for five minutes. In his defense he did run a diagnostic but wasnt able to find the problem and his solution was for me to come back another day and do it again.

WOW!!! Excellent employees, excellent manager! Exceptional service! The greatest phone purchase experience ever. Heidi was amazing! A great manager and a very friendly/helpful person. Thank you for your dedication!

Had a subpar experience the first time, but Alexis really turned it around. Appreciate the help.

Great store. I returned my item in here. Great service and easy to return

The store was great but the pickup experience could have been better. There was not a designated spot for pickup orders. There were lot of apple associates hence felt that pickup process can be streamlined better.

The store doesn’t have items clearly marks. iPhone cases are very confusing because it doesn’t tell you what case fits which iPhone. Had to wait for them to find a case I wanted & after waiting for over 10 minutes I finally walked out of the store without any purchases. Sara associates were not helpful at all. Never experienced this kind of service at an Apple Store ever! I’ll never go there again.

Walk up purchasing is a joke. The manager and 4 of his staff outside the store all gave me different versions of what to expect. I walked away with no IPhone and misinformation which the manager himself provided, verified by calling Apple service line.

I came in to try and pre order the new iphone and the girl at the front kept pushing me do everything online. Literally every question I asked she said, You probably can online. If you dont want peoples business, say so. Very poor customer service that MADE me want to do everything online so I wont have to deal with the lack of knowledge and customer service here.

They dont care about customer necessities, some of the staff are very rude also have a discriminatory behavior. I came early to pick up the product that I bought online, and they asked me for ridiculous requirements, 5 minutes later, when I finally got it, they just told me that they cant help me, even when they had been taking other customers that came early too. This is the last time that I am coming to this store.

While the store itself is large and staff generally helpful, be aware that parking can be challenging at times and that the space can get VERY HOT as it is essentially a greenhouse. Theyll put out portable AC units but they can only cool the area so much. If its a hot day, consider going to the Apple Store in the Galleria instead.

A bit inconvenient location on a busy day. Otherwise, an apple store is an apple store.. Customer service is not as good as the Galleria one.

After purchasing my iPhone on apple.com yesterday and receiving it at my home today I then spent about six hours on the phone with support because I was unable to update the software in order to activate my device. Finallythe representative that I spoke with last suggested that I go into the Apple Store and advise them that I had received a defective iPhone. I did so immediately.I was fortunate enough to be assigned to, Cody. Cody was patient, receptive, understanding, but above all extremely knowledgeable in his job. He proceeded to exchange my device and then activate it which took quite some time. But it was absolutely worth it because I left the store with an activated phone and was able to leave my trade in device as well instead of mailing it in.The staff was very friendly and insightful but Cody blew me away with his professionalism and kindness. Thank you, Cody and thank you to the entire Apple store staff at Highland Village.

Excellent customer service at the front door and at the genius bar. Social distancing is observed and sanitizing is available all over the store. The store is clean and spread out. Loved the design and high ceilings and leather accents throughout. Best apple store experience Ive had.

Great service! I personally am not an Apple user however my son is. His phone was stolen and we were unable to sign him in due to 2 step verification... We called Apple, went to Sprint and neither could help. I decided to go to the store as a last ditch effort before I threw the entire company away. The gentleman that helped us took 4 min tops and explained it perfectly... The entire store was pleasant! We even stayed for the Design lab class... My boys really enjoyed it! Great job Highland Village Apple! Youll have us as customers untill he changes his mind again.😂😂😂 😊😊😊😌😌😌

Belmont helpful staff. Made my selection that I was very unsure of quick and easy! I am so glad I selected the iPad I did.

Showed up on time. Very friendly. Great customer service. Will def use them again in the future.

Poor customer service. They have a bouncer outside just to tell you that you can’t come in without an appointment. There were 3-4 associates not helping anyone just standing around talking. Could have at least TRIED to make me feel like they wanted my business. I came to buy.Staff needs better training on how to help customers feel wanted. That wasn’t it boss.

Everything went smooth, I bought the phone that I wanted.

This store has the worst customer service. Hundreds of people browsing and buying but only one employee doing the check out.As rich and profitable Apple is, a customer shouldnt wait for more than 2 minutes to pay for his chosen item. Assign more employees to check out for crying out loud.Im glad Im not an Apple customer and I wouldnt have been in the store if I wasnt buying an Apple TV for a friend overseas.Most definitely the worst customer service from one of the wealthiest companies on earth.This message was sent using my Samsung Galaxy.

My favorite apple store and best costumer service people.

If you make an appointment at this store go at least an hour before your actual appointment time. They take forever to assist you. I had to go up to two employees and interrupt their play fighting to tell them I had been waiting for nearly an hour now and I needed to be helped ASAP.

Horrible parking. Employees knowledgeable and saved me over $200.

Very rude, disrespectful and very unthoughtfulEmployees at this location.For first time ever after over almost 15 years using iPhone since first generation I came to this location for First and last time today to use my stupid warranty to change the cable but After 35 minutes sitting and waiting just to change one cable Which is very simple swap , This rude employee came to me Who is sitting by myself with nobody around me ( over 10 feet in diameter) and instead of taking care of me after 35 minutes like I killed somebody he asked me to put my mask on which in Texas is not required by the law anymore!!I am so sorry For a multi million dollar company for having such disrespectful, unthoughtful employees for customer service. They don’t respects you or The value of your time.

Sean and Tori helped me find the best solution for my issues with my recent iPhone purchase, and I left today very happy. They were both polite and to the point. I was in and out in less than an hour, and I would definitely request either of them in the future, if I could.

Everyone that helped me was extremely friendly and very helpful. Damien was really knowledgeable, friendly, and really helped me find exactly what I needed. He made my shopping experience enjoyable. He is an asset to the Apple company.

Senior management is overrated and completely non customer friendly. At least thats the way we felt the 4 times we visited. Technically speaking we only had to visit 2 times but because of mistakes and the seemingly complete lack of care of what we as customers go through to get there, it became 4 visits. Once because my daughters new airpods were malfunctioning, 2nd because we were told by Apple to pickup her new iPhone 11 at store. When we got there and explained, the senior manager, Chad Cruz, dismissed us completely and said he never recieved any calls from Apple and that there was nothing he could do. He blew us off completely and said we could go up the street to another Apple store to see if they could help. I asked if he would call to confirm since wed driven 70 miles to get to this store and Apple had said we could just walk in and pickup the phone wed already paid for. He said he was too busy and no. He made us feel inconsequential and was very rude. Long story short, beautiful store and awesome layout, and although Im sure most Apple employees are not like that, this gentlemans behaviour was very demeaning and uncalled for. For a senior manager to ignore and not show any compassion for customers was a shock. We will never go back to that store again and will make sure that every Apple owning friend/family we have hear about this incident.

Worst customer service. Handed my phone back in a bag. Didn’t have time to go through it with me. They replaced my phone but forgot to put my SIM card in the new phone. I find out when I get home had to make another appointment wait another 2 hours until they could make it right. Worst than county courthouses.

I was there for watch repair waiting for 2 hrs they are inhuman to ask atleast some water. Moreover miscommunication between the people brought to their attention that they just don’t listen what their customers talk. Coming here since 2 days to just find why my battery is dying so fast

Great service. I was in and out super quick.

Was in the store for over 35 minutes. Noone greeted me or offered to help. Very disappointed.

Very busy location. Finding parking was difficult

Big thank you to Andrew and the whole tech team at this store!! I came in a bit later in the afternoon and expected a super long wait. My phone was unresponsive and so I couldnt go very far as they wouldnt be able to call me. I got on the wait list and was told that I wouldnt be seen until 8 pm. I left and came back to check my spot on the wait list after a couple hours (around 2 pm), and Andrew was super responsive to my needs and told me to take a seat and that they would help me within 10 minutes. They got right to work and explained every step to me and I was out of there in an hour with my phone all fixed! Thank you so much!!

There’s nothing Express about this Apple store. Standing in line outdoors for almost an hour just to pick up my computer repair. You guys need a better system in place. And to be honest I’m so over Apple and contemplating switching over to a new brand!

Poor customer service I was profiled up one entry! Didn’t let me in store stood in rain. Didn’t get her name but black middle aged woman with dreadlocks. Makes me not wanna support Apple anymore seeing this is how their company representative treat customers.

Very lousy reservation system. Never get to you on time. I has two occasions for requesting repair for the past 3months. One I arrived on time, i waiting for 40mins before someone come. The other I arrived an hour early because I was nearby, someone look like checking me in, I waited 30 mins then start asking. Turns out they still put me to the one hr appt later. they could have say so upon arrival. Wasting people’s time. Stay away if possible. Not organized.

Went it for an issue with my airpods (second time), and they couldnt care less to help me. I really hate this location, parking is difficult, and getting an appointment, you have to plan days in advanced. No appointment? No service. Period.

GREAT CUSTOMER SERVICE, VERY PROFESSIONAL , SERVICE ON TIME, WOULDNT EVEN THINK TWICE ABOUT DOING BUSINESS WITH THIS PLACE

Came here due to a bad repair done by Baybrook Mall Apple Store, cracked screen replaced then the screen side camera wouldn’t work. Apple Highland Village looked up and found I should have received a new phone for replacement, was sent back to Apple by accident this caused a 24 your delay. Apple Highland Village Artrise set it up for me to get the new phone at the store near my house so I didn’t have to drive as far. Two thumbs up to these people for their help. Thanks for reading, clicking like is appreciated.

Took one and a half hours to fix one of my brand new air pods that didn’t work. I had an appointment and saw someone pretty fast, but the amount of time it took to fix something this simple seems like a waste. A simple exchange and be on your way would be great.

Efficient and fast! Always exceptional service. MayMe an appointment online for faster service.

First bad experience at Apple store, had to Google my own answers because the staff had no idea of what USB support their own cables provide.

Placed online order and showed up to pick up time. To only one my appt. not being tracked due to their computer system failure which lead to them not being able to give me my phone which is payed for. Drove two hours + worked with helpful associate+ 2 hours home to receive only an iPhone block for a phone I did not even get. Not how Iike to spend my time. 6 Hours wasted. Only good thing I have to say is staff that helped me was effective but did not think of asking for my order number after I brought it up 2 hours in process of trying to get a phone.Whats the point of using services that are supposed to make getting phone quicker such as ordering online and having an appt. to just wasting your time...

Since being In Houston Ive ran into more problems not being able to wear a mask than to wear one. Just got told I couldnt enter apple even though the law states I can come in they said due to their policy it didnt matter if I have health reasons they wouldnt serve me unless I had a mask on. By law you legally cant inforce someone and refuse someone even as a business owner, being one myself due to health reasons. Thats a hippa and federal law violation. I can recommend my clients to wear one but not refuse service. Absolutely disgusted. To disregard someones health and mental health because of a POLICY that isnt even a law is so illegal.

Worst customer service ever. I live nearby but i will never use this location again what so ever.Unprofessional employees and poor management.Almost 20 unprofessional employees on the site with no clue with what’s going on. Plus the bad attitude on the top of it.They used to be way better before with better staff but i guess after Covid-19 they switched the workers to unprofessional guys probably to save some money regardless that high prices of their devices. Hopefully they will fix this problem because I’m a many years apple user and i like their quality. But now all the brands are almost the same with cheaper prices. So if apple doesn’t have a good customer service it would be almost not worth dealing with.

A lot time waiting. With appointment..

Visited this location twice! First time to get my phone fixed and second time pick up my online order!During my first visit, I left frustrated SIMPLY because they were unable to help me. But it wasn’t the staff’s fault that I didn’t get my desired results. The staff was nice and took their time to help me as much as they could. One of them helped me through her lunch. When I finally convinced her to please go to lunch, she made sure someone else replaced her!My second visit was to pick my a new laptop and headphones. I placed the order around 7:15pm and by the time I drove there (15 minutes) and signed in my order was prepared! Although it wasn’t my first Mac, a staff member made sure my laptop was setup and ready to go before I left to store (all in 15 minutes).Keep in mind this is a very BUSY location because everyone go to them! I recommend making online appointment prior to showing up!

Very disappointed with the service at this location. Was told that they had the phone in stock drove an hr and they told me its out of stock. Such a waste of time. No one is willing to help or do anything.

Organized , orderly and great help at the Genius Bar.

Awesome place to go.

I’ve never been to other apple stores except this one but it’s ALWAYS packed and the wait time is ~5-10 minutes for someone to help out so beware

I came in here bc I needed my phone (which was stuck on the apple logo) fixed... and fixed they did. Thank yall so much for being attentive. You need an appointment tho to see the tech.

We were able to schedule a walk-in appointment with a 20minute wait only to be greeted by a staff member the second we got in line. That was nice and convenient considering we were there with our 1-month old premie twins.

Rondell was the best , helped me set up and transfer data to new ipad.very professional

I arrived at 8:30 waited in line until 8:54 and they told me they weren’t gonna be able to help me since there was two people waiting on pick ups even though I was in line before they even showed up. Really unprofessional and I was definitely ready to spend $500+ on my birthday gift. Thanks for nothing.

I ordered an iphone cost around 900$ and delivered via courier. It was to deliver within 30min. It has being around 1 1/2 weeks now. Still an investigation going on. I paid for the product in full and no information on what happened to my delivery. The store do not have any responsibility on your deliveries. After the device was lost in delivery they still do not do anything about it. I talked to customer services everyday. Still I dont know what happened and they didnt even give me the refund. Do not order anything online from this store.

Helpful, patient and dutiful in providing service.

Horrible in-store experience. There’s 20 guys walking around in blue clothes. I came here multiple times and you have to make an appointment, and even then you have to wait. You’re followed around by someone. Really weird experience, probably better to just buy online or try your friends’ stuff before buying.

Horrible customer service we were in line waiting at the apple Genius Bar for 2 hours we asked various times how much longer and the employees said the same thing to wait, no one offered to help and we saw staff standing around just bad customer service

Very good customer service and very knowledgeable attendance

This Apple store tried to rip me off! I bought a recalled product which has a display problem. But they told me my laptop had liquid damage which needs me to pay more than $1000 to remove the liquid damage first before they fix my display. My laptop works well every day and has never been split any water on it. The only problem is it can only half-open the lid, obviously because it is a recall MacBook.I found a YouTube video called “ Genius Bar caught ripping customers...” they people said exactly the same thing to me.Plus, the store manager Kristen? is an AI, she wouldnt communicate with her customers, she only repeats the same words when she was talking. Highly recommend you guys have a conversation with her.

I can see why this place lacks great stars! This place is TRASH! The employees who work here are disgusting & rude! They are dressed so unprofessional, overall no customer service! We were terrified leaving because the area is just getting worse here!

Thanks anyways. God bless you guys

Very busy. I think they need more staffs to manage the crowd and help them

Had the worst experience at this location.Placed an order online and paid for the new IPhone 12. Set a pickup time for 3:45pm-4pm. Drove all the way from out of town took me 1 1/2 hour to get to this location to pickup the new phone.When I get there the store is closed and a few employees are standing outside. I tried speaking to one of them and what I was told is they had an unexpected shutdown at only this location and I should have gotten an email about it but I did not they allowed me to schedule this pickup time. Told them I am here to pickup this phone and that I drove over an hour to get it and I am leaving the country for vacation on the weekend and still they did not give me my order. I had to drive all the way back home without the phone and going on vacation now with an older phone I hoped that I would have the new one. They told me to just come back the following day which I laughed at of course I am not going to drive another 1 1/2hr to get this phone?!? Very unprofessional looks like the staff wanted to all clock out at 3pm and just go home !Nothing was done I had to cancel my order I just can’t keep driving 1 1/2 hr to pickup something that should’ve been there on my pickup time.When a customer is buying a cell phone for over $1000 and driving over an hour to get it something should be done to make that customer satisfied. I believe the staff at this location handled my situation poorly and should’ve done something more.

Called store and the phone rang for 5 minutes and no one picked up. Eventually, someone hung up on me. Lazy workers

Good outlet with helpful staff

Did not have the new iPad in stock

Great customer service

Phone rings and rings, I hear someone pick up and they just hang up on me.

Worse customer service you can find on the face of Earth, worthless and sorry employees. From the security guys outside to the managers and supervisors. Guys if you hate your jobs, quit it! My genius person was so horrible I would never go back to this place.

Attempted to purchase an iPad Pro from this location. Said it was available on Apple.com. I paid for it to confirm the order so I could pick it up. 10 minutes after taking the $1,600 from my bank account they call to tell me they don’t actually have it. Also that they have no idea when they’ll get new ones so they have to cancel the order and I have to go and try to place a new order. That was very irritating but not more irritating than them not transferring the money back. I still don’t have it back. Apples answer was. It will be back in your account in 5-7 days. So basically. They took my money for a product they didn’t have and now they are holding my money hostage for several days.So long story short. Don’t give them your business. They will steal your money and then not return it to you and not offer anyway sort of resolution. I have been a devoted Apple customer for 11 years. I’m probably going to Samsung and windows now.

The employees here are the best! throughout the whole covid thing they have been very precautious and took well care of me :)

Dez was on top of my issue! Professional and personable! You cant beat that balance of a combination! Excellent customer service!

Awful support. I made an appointment 2 weeks in advance at another store down the street to have a battery replaced, but when I got there they had no batteries in stock! Why wouldn’t they make sure they had the part for my service when I made the appt? So this store at highland village has a battery, but I can’t make an appointment. The other store tried to transfer it over, but these guys won’t answer their phones! And the main number of the store is just a loop of automated systems. So I have to order a battery, wait for it to come in, make a second appointment and drive all the way back out here to get it replaced. All together it’ll be about a full month start to finish just for a battery swap. Their service is a total cluster.

Every time Ive been here it was to get my iphones serviced. Staff that assisted me definitely provided excellent customer service.

Elizabeth and Maryanne were super helpful and got me taken care of quickly.

Drove 60 miles and can’t help with a repair. Told me to drive to a store in Missouri City to get a $599 replacement since they don’t have my exact phone in stock. Won’t let me pay more for a better phone. Has to be exact.

Nobody answers the phone. DO NOT GO TO THIS LOCATION . They are negligent.

Tried to get help exchanging my phone. No service offer by the security/guy outside. Needed a simple trade, 4 people available to help inside. No customers, but still he couldn’t let me in. Thanks for helping your customers apple.

Express line takes way longer than the normal line stayed helping the same unready people for 30 mins untill they put them to the side when we got there they didnt aceept idk of parent or any form of proof ,cancelling order and never coming here again . dont reccomend

Very rude, don’t go to this place.

You may have a wait, but this location has folks that know what they are doing.

Slik shop with friendly staff

Very slow, waited 30 minutes for help and didn’t get any

It front of house only.... but very efficient.. help in line for easy stuff

Such a lousy service.Went on a Friday evening around 7:50 PM. In spite of more than half of the service technicians roaming in the store with no clients to attend to, I was put on a overflow list (their waiting list for appointment) for a direct warranty swap of a shattered iPhone, and made to wait. Just to prove their arrogance, that you have to make multiple trips if it is anything related to warranty coverage! Dont you hate when these big brands show you who the real boss is?! Experiences like this makes you wonder if there is any true customer care in service industry anymore. I may be a one-off customer who has had this bad experience here... but believe, I am also a customer who should count!

Most inefficient process to get helped ever.

To return a product, there is a line but to purchase a rep will take over right away kinda like express service.... another reason to not shop here.

Tried to buy an iPad pro, told me to wait outside in the freezing cold when the whole store was completely empty! Anw i left and bought a Microsoft surface. Couldn’t be happier!!Covid is not a reason to make your customers suffer. (There is plenty of space inside to make people wait in distance).

I ordered a new watch and scheduled an appointment to pick it up today at 4:30. I showed up to pick it up and the store was closed! Despite allowing people to schedule appointments the staff decided to close the store at a random hour much earlier than they normally would. I was not the only person standing outside today trying to figure out how to pick up a purchase. We had all received confirmation for the pick up time but not once did the store reach out to any of us to let us know that they would be closing at 2:30 due to the election. Nothing is happening in this city regarding the election least of all at that particular store. I could have had it shipped to my home and received it tomorrow. I opted for the pick up because it is close to my home and I would have received it faster. What a huge disappointment and a waste of my time!

Had a great experience here recently! My only small complaint is that I waited for a little bit even when having an appointment. However, once I was being helped, the service was amazing! They were knowledgable and patient when explaining differences in phones! Favorite Apple location and will definitely go back here for any more business!

Its a real pain trying to get a battery repaired here. Unfortunate waste of time and BS. The staff is nice but the whole process is a mess.First time coming in was told i need to make an appointment to get it looked at since the wait was 3 hours or something crazy. So I made an apt for the next day at 6pm (with the associate saying it would be plenty of time to replace the battery).Come in for the appointment the next day and had to wait 30 minutes to see someone to run the diagnostics. By the time we were done it was almost 7pm and then was told the store closes at 9pm and they wouldnt have time to replace the battery... (how hard is it to replace a battery?!?!) they asked to come the next day and theyd take care of it. Im quite annoyed by now.I come in the next day and cut a few lines to finally drop my phone off and I get a slip to come back in two hours... Came back in 2 hours and still not ready....??? Its just a battery change...So then wait and wait and wait... and finally got my phone another 40 minutes later.All said, next time I have issues with the phone it may be better to throw it away and buy an android.

This places device is literally trash we waited in line for 30 mins because these people came unready and they were still trying with them made 3 people wait 30 mins on an express pickup literally the other normal line went super fast

The worst customer service ever!