Apple Mall of Louisiana — Local services in Baton Rouge

I took my laptop in and two days later I was called to pick it up. Upon arriving at the store at 3pm CST, I requested my cell phone be serviced during this visit. The rep made an appointment for 4pm CST. I checked in, was led to the back table, and was given my laptop by an employee and asked to sign for it. A software reset had been performed on it and it had been cleared of all data (factory reset). I sat at the table and opened the laptop working to sign-on, choose settings, and restore my applications to ensure it was working properly. At 3:50pm CST another employee asked me to leave the store and stated that I could not complete this process while in the store due to COVID precautions. I explained that I had been there for 40 mins already trying to load information back onto my laptop to ensure the performed reset had been successful. I shared that I wasn't tech savvy so it was taking some time, but I had another appointment in 10 mins for my phone and had just done a check-in with another employee who said I was fine and he would try to get someone over to me sooner. She informed me that I was misinformed and needed to leave the store. I asked to speak to the manager and Store Lead, Steve Simon, came over and stated that this was store policy and that I needed to go outside and sit on a bench for the remaining 8 minutes.

Steve Simon showed me to the door and asked that I sit on a bench outside the store. He returned 2 minutes later at 3:55pm CST and told me I could re-enter for my 4pm CST appointment. The initial escort out already created a "scene" as did my being escorted back in by Steve. I shared with him that the entire ordeal was illogical, especially given the turnaround time. If that was the store policy, to not test my equipment inside (who would do that...sign for something to get fixed and then leave before confirming it was actually working) I should have been informed of this at the outset.

I was handed off to another technician who began servicing my phone. He ran two diagnostic tests on it, provided me with a SIM card and explained that my battery was degraded. He then stated that he wanted to complete an update on it that came out two days prior and clean my speaker and mic. While the phone was updating a colleague showed him an IPAD message, that essentially said I had been in the store for 30 minutes and he needed to move on to two new customers. Granted the nights prior, I was there over an hour with my laptop. The tech shared that he would need to bring in another customer at the table beside me while the update finished. I concurred. Shortly after, Steve Simon came to my table and said, "you're done now...you can leave, do you have everything that you need?" I explained that I was waiting on a download to finish and for it to be cleaned. I wasn't sure if the phone was working or not, because it was still installing the update.

Steve Simon proceeded to take my phone off the charger, hand it to me, and asked me to leave, because I had been there long enough and they needed space for other customers. He let the tech clean the speakers and ushered me out a second time. Never checked to see if the wifi issue was fixed nor did he confirm the update was properly installed. He essentially said good-bye and when I told him I would file a complaint he smiled, shared his last name and position, and told me to have a nice day.

This is by far the most sexist, misogynist show of leadership I have yet to encounter. Steve Simon was acting in a retaliatory manner based on my disdain for how he forced me out of the store the first time (for two minutes). As a corporate manager, this is not acceptable behavior. I am sure the University of Phoenix would expect more of their graduates as would Apple. I ask that this matter be addressed timely. Customers do not spend $1000s of dollars on Apple products or Apple stock to be treated...

I am deeply disappointed with the Apple Care process and the specific experience at this Apple Store. My wife’s iPhone 14 Pro had a shattered back glass, moisture damage, and a green front screen, but the process to resolve these issues was unnecessarily lengthy and poorly handled.

After dealing with extensive back-and-forth over the phone and visiting multiple locations, we learned that we could no longer use Assurant insurance through T-Mobile, as Apple requires claims to go through Apple Care. To avoid paying nearly $1,100 for the express replacement option, we decided to visit the nearest Apple Store.

At the store, the representative assisting us failed to inform us that the phone had to be backed up to iCloud before initiating the replacement. Worse, the only way to back up the phone is by paying for additional iCloud storage—a detail no one had mentioned to us previously. Without this knowledge, we proceeded with the replacement, assuming the data was secure.

After setting up the replacement phone at home, we logged into iCloud to discover that none of my wife’s data had been saved. We immediately reached out to the store the next morning, hoping they hadn’t shipped out the broken phone. While they confirmed the phone was still there, their in-store support was dismissive and unhelpful. A rude associate insinuated that it was our fault for not paying for additional iCloud storage and that there was no way to retrieve the data.

We made it clear that we would never have initiated the trade without ensuring the data was saved, given the value of what was on the phone—nine months of memories, including our firstborn’s pictures and videos, like her first steps, words, and laughter. Despite our frustration, we were repeatedly told there was no way to recover the data, and manual transfer options (such as connecting devices directly) are no longer available with Apple.

Desperate, we contacted a third-party phone repair service, which informed us that a temporary screen replacement could allow us to back up the data to external storage before completing the Apple Care process. Unfortunately, when we called the store again, we were told the broken phone had already been shipped out, leaving us with no options.

This experience has been nothing short of devastating. The lack of transparency, poor communication, and outright dismissiveness from Apple’s customer service and policies resulted in the loss of priceless memories. My wife, a lifelong Apple supporter, is now planning to sell her Apple products and move to a different platform, such as Samsung Galaxy, to avoid further issues like this.

It’s unacceptable for a company of Apple’s stature to create such a rigid and consumer-unfriendly process. Losing my time and effort is one thing, but losing irreplaceable moments of our daughter’s life forever because of Apple’s policies and poor service is something I will never forget. Apple has not only lost a loyal customer but has failed us when we...

They don’t deserve the one star I had to leave in order to leave this review. I went to Apple on 07/28/2018. My appointment was for 11:55 am for iPad issues. I checked in before 11:30am but it was after 1pm when I left. About 4 months ago, I purchased a 12.9" iPad Pro with the smart keyboard. Starting the end of June, beginning of July, I started having issues with my iPad where it would freeze and lag. Let me say this first, THE PROBLEM IS NOT RELATED TO A SPECIFIC APPLICATION. I MASTER RESET, ON START UP, BEFORE ENTERING MY APPLE ID, IT FROZE. I WAS TRYING TO SELECT UNITED STATES AND IT FROZE. The agent that helped me was rude. One of her friends or someone she knows came in the store while she was waiting on me, so no matter my issue, she was trying to get me out of her hair so she could talk to her friend. Nevertheless, I explained in great detail my issue and what I'd already done to resolve the issue since I work for a phone company. She told me that she had to do a master reset and update my firmware again. After she did the reset, she told me that they couldn't reproduce the issue so I had to take my iPad back home and if the problem happens again, to record it happening and then bring the iPad back. Now, from my home to the apple store, that's 34.3 miles so imagine my frustrations when I'm told to take a defective device back home and make a video of the issue and then bring it back. I told the agent that the issue was intermitted and does not happen all the time and that I lived far away. I told the agent I would like to speak to a manager. She went in back and got the rudest person that I've met in a while, Chris Navarro. He was very rude. While she was gone in the back, while I was playing around with the iPad (that was restored as a new iPad with no 3rd party apps loaded to it) and it froze again. I showed her the 2 videos that I'd recorded and she not Chris cared about that. He told me that it's a software issue. I was in Safari, I typed in a web page, it loaded then I had to hit "search" about 10 times to get it to go to the next page. Chris was able to duplicate that issue and he was able to see the video I showed him and he said it was a software issue. Before exiting the store, an agent apologized for the issue and told me to speak to a different manager, Melanie and that was also a waste of time. She didn't listen to my issue, she asked me who helped me. She went to that agent and came back and told me it was a software issue. I showed her the issue, she said she didn't understand my problem because she was trained for something else. I asked her if she purchased a Lexus and it had an issue that she was aware of and had taken it back to the shop and was told to keep coming back with no resolution, how would she feel. Horrible service!!!! Trying to leave this review, wouldn’t you know it...