Apple Galleria Dallas — Attraction in Dallas

I had a frustrating experience at this Apple store. I walked in with a small crack on my phone and a battery at 73% capacity. After speaking with Apple support over the phone, I was told that with AppleCare+, I could get the screen fixed for $30 and the battery replaced for free, as any iPhone with a battery below 80% qualifies for a replacement.

I arrived a little early, and the person who checked me in was friendly. However, things went downhill after that. I was approached by a man and a woman, both speaking to me while waving their hands in my face—literally, I thought I was going to get hit! They informed me that there was a possibility my phone would be wiped during the repair, which made no sense since my phone was working fine. I was only there to replace the screen for cosmetic reasons.

To add some context, three months ago, I had a much worse cracked screen and went to the Northpark Mall location in Dallas, where they quickly fixed my phone. At that time, my phone was actually malfunctioning—apps were opening on their own, and it was calling people randomly, a condition I believe was called "ghost dialing." But this time, my phone was perfectly fine, which made the warning about wiping my phone all the more confusing.

The staff assured me that wiping the phone was "extremely rare," but I still wasn’t convinced. I was told to return later, and they said the repair would take another 10–15 minutes. Before I could even leave my phone with them, they had me perform "pre-diagnostics" and download several updates and apps—five to seven downloads, in fact. They also required me to upgrade to the latest software. I never had to do any of this at the Northpark location. I was stuck there for nearly an hour before they would even let me drop off my phone for the screen repair. To make matters worse, they wouldn’t let me leave my phone with them for the repair right away because of these downloads. I had already completed a diagnostic report with Apple over the phone, which should’ve been enough, but it seemed like that wasn’t enough for them.

When I returned to drop off my phone for the repair, I was told it would be ready soon. However, when I returned to pick it up, it wasn’t ready yet. I was told it would be another 10–15 minutes. An hour later, I asked about the delay, and they gave me an excuse about my phone being an older model, implying the technicians couldn’t handle it in the time they estimated. Eventually, they handed me my phone, and the technician casually told me, "yeah, we had to restore and wipe your phone." I was furious. He gave me several explanations, but it felt highly suspicious.

While I was able to recover most of my data from the cloud, I lost TikTok, which was the main reason I wanted to keep my phone rather than upgrading to the 16 Pro Max. I had been assured that the issue was a software one, and I had even been forced to upgrade the software before dropping off my phone for repair. When I pointed that out, the technician gave me conflicting stories, telling me my data was encrypted but then claiming I didn’t have much data on my phone.

I can’t say for sure if they wiped my phone intentionally, but the entire experience felt off. The lack of professionalism, care, and empathy from the staff was disappointing. If you're in Dallas, I highly recommend going to the Northpark Mall location for Apple...

On Aug 4, in my personal observation after visiting Apple store at Galleria-Dallas, Apple totally failed with "We do the right thing, even when it’s not easy." Again, Apple, totally failed with "Our Business Conduct Policy Honesty, Respect, Confidentiality, and Compliance".

I walked in to buy an iphone from the Dallas - Galleria Mall store. We chose the iPhone 13 mini, we were told it is $699 + tax + $50 credit for old iphone traded + $15(corporate Discount). We were talking about the features, how to swap data..etc with the Apple sales person, but failed to notice the girl who billed $729 instead of $699. After we paid, she handed us over to Tech for Data transfer, and that gentleman John was very nice and was helping us. At that time only we got to know about the different $ amount in the bill. When we enquired, we got different conflicting responses from 3 different individuals. a.The first sales girl did not explain anything, in fact she did not do a walk-through on the bill before taking the payment. Basically, she charged more without my authorization.

We spent close to 2 + hrs in the store, the whole situation should have been handled easily by accepting your mistake and handing over $30 in the form of a gift card, rather they wasted our whole time. Finally we were told that we can return and they will reissue again for $699. PLs see the CCTV footage and find out how many folks wasted our time. We don't live close by, had to drive almost 25miles, and we were asked to come back again with a T-Mobile Pin as we didn't have that and the store was closed. PLs note, we reached before 6 and ended up being there till 8.

I had high regards for Apple with their Professionalism, but I did not see so during my visit except for John.

I am very disappointed. We were so excited to buy and use the new iphone, was totally upset with all whatever happened. Why can't you guys be very straight forward with your pricing? and the advertisement.

More than above experience, the worst happened when we had a telephonic talk with Derek, the store Manager. Pls google for this name, multiple forums, many complaints with the attitude of this individual. I am so surprised how Apple corporate didn't notice and encourage this kind of unethical guy, not only was rude, but said, "We don't have any liability, go and talk wherever you want", "I don't have time to read your email complaint", "Read our fine print in the advertisement"

Later, I understood, Apple ended up closing 2 stores in Dallas for reasons like Derek or those kind attitude or monopoly rude behaviors.

Apple, the product is good, no doubt, but more Derek's if they represent Apple in the customer facing role, it is a matter of time, customer will just wait for an alternative.

** I took this experience to Corporate-Apple, I was not given a convincing answer, hence ended...

me and my friend were looking to each buy a pink ipad mini. best buy was having them on sale for $399 for black friday. we called apple customer service to see if the apple store at North Park Dallas had pink ipad minis in stock and if apple price matched. we were told they were in stock and apple price matches up to 10% off. meaning instead of best buy’s price of $399 it would be $349 at apple. the apple customer service also told us we would be receiving a $50 gift card if we bought an ipad as part of a promotion for black friday. me and my friend drove 45 minutes to buy our ipads. we got to the store and it took 10+ minutes for someone to even address us. once the man bought us our ipads we asked for the price match and he told us to look up the price on best buy’s website. my friend pulled up the link and he went back to a different page on the best buy website to find a higher price. we got the 10% price match and then asked about the gift cards we would get after making our purchases. he was super rude and nasty telling us we wouldn’t be getting a gift card. we told him apple support said we would get the price match and the gift card. he didn’t care, he then randomly left and stood at a back table with 4 other employees just staring at me and my friend and what i would assume talking poorly about us. after 10 minutes of him talking to his coworkers he came back. my friend paid first and when i went to pay the iphone used to make a purchase started beeping. he accused me of committing card fraud and that the credit card i was using wasn’t my own card. i was shocked at his behavior. my friend and i called apple customer service again, explained what happened to 4 different people since no one knew where to transfer us to. we finally spoke to a woman named Desiree and she told us to go to any apple store and show them our receipt to get our gift cards. the next day we did that, we drove yet again for 45 minutes (this time to the Galleria apple store in dallas) and we were told yet again that we couldn’t get a gift card.

i am in shock. why is there so many conflicting things being told to us from people who work for the same company? why run a promotion if you’re not even going to give it to paying customers. so today i drove back to the galleria YET AGAIN to return my ipad. my friend will be doing the same this week. what a...