Apple Memorial City — Local services in Houston

An awful, stressful experience and my first time having to go to an Apple Store and I won't ever come back to this store. I was advised by my wireless provider after on the phone with them for over an hour trying to troubleshoot to fix a glitch on my iPhone that I needed to take it into the Apple Store to have the latest update put on my phone as I didn't have enough storage to do it myself due to a glitch. The kind man at AT&T told me that schedule an appointment so that I didn't have to wait long at the store. I called the Apple Store nearest me midweek and they had no appointments till the next week so I chose this store even though it's a 30 minute drive for me since they could see me on a weekend. I arrive early to my appointment and the kid that's supposed to check me in was extremely rude to the lady in front of me checking in. He barked at her to go sit over there. Then he yelled at me to move away from his iPad and said he couldn't find my name. He told me I didn't make an appointment and that I was a lying about it. He thought I was a walk in trying to not have to wait. I was so upset and asked for the manager who was just as rude as him. I'm very easygoing and fighting back tears as they were accusing me of lying and yelling at me. I was so upset as no one should ever talk to people the way these people did. She tells me too that I have no appointment and so I call the number I called to schedule the appointment and got the same lady who I made the appointment with and she denies that she placed my appointment, but offers to call the store and find out what's going on. She says no one is answering yet I counted five kids standing around doing nothing by the phone as it rang. Finally the manager comes over and asks for my last name after someone finally answers the phone and come to find out they made an appointment under my nine year old child's name. I am still wondering how they got my child's name when I never mentioned a child placing the appointment. They never apologized for being so rude. My phone only needed the new update to fix my glitch that I could not do at home. Two kids come over and tell me that my phone has no glitch and that I need to buy a new one. I've already read on line about people with the same issues, talked to my cellular provider who told me I just needed the new update and my friends all had similar issues yet this guy thinks I'm stupid and I'm going to purchase a new Apple phone when to be honest I will go with a Samsung next time and we have iPhones, iPods and iPads, but this was a terrible experience. The kids were very rude and I had to get very firm with them to make my point, which they should of stopped wasting my time and just done the update that takes only 5 minutes and save me the headache. Finally the only nice employee I met with comes over and I explain my situation and he installs the new update to my phone in 5 minutes and my phone is good as new. I leave and the greeter by the door literally looks at me in disgust and turns his head in the other direction as I was all smiley and going to say bye. I had to chuckle out loud as I walked into the mall at that whole circus. As my phone was updating the kids that were assisting other customers at the same table I sat at were saying in front of us customers that they were leaving at 8 whether they finished with their customers or not and they were counting down the time. I'm not sure where Apple hired these kids from, but that store is a trainwreck. My child who had the appointment did a major project on Steve Jobs this past spring and after all the research we did this was not his vision he had for any of his stores. Yes, he was a jerk, but according to all the research we did this would be unacceptable to him. I told my friend that Steve would be rolling over in his grave knowing this is not the Apple Store environment he envisioned and sought to implement. I had to wonder if the employees were working for free as the customer service was the worst I've ever...

Manager (Mike) and worker (Kiana) are not responsible nor do good customer service. 😡😡😡😡

I have bought my iPhone 15 about 3 weeks ago and the issues (glitches) happened in a matter of a few days. I waited a few days to see if it went away but nothing changed but got worse so I brought it to this Apple Store on 8th day since I purchased it here. The technician (Kiana; black woman) basically said there was a systemic error on the phone so they had to repair it. I asked for a replacement option or possibly changing with a new phone but they said no option for me but repair as they had to follow the “protocol”… when I asked for a new phone, I remember they said what if the same thing happened then I can get a new phone… I thought was such an inconvenient/insincere approach to customers but since that was the only option (at least that’s what they told me), I agreed to fix it by hoping the problem won’t happen again. For a week, it was working fine but I noticed glitches happened again and was getting worse so I brought it to the Apple store again. I was tired of glitches so I brought info about “getting a new phone if the same issue again”… the technician was Kiana again and she told me the issue was with applications etc. But the problems were exactly same as the previous condition (system error), I didn’t like this condition since I bought a new phone but full of issues happening over and over so I sincerely asked for a replacement or getting a same price tier of different phone… At the end, the manager (Mike; white man with glasses) came and told me that since I did the repair on the phone, the serial number got changed so it’s no longer original and that would be out of returning or replacing it, and he added “If you came within 14 days, you could have returned it or gotten a new phone.” I was so mad to hear that, because the Apple staff told me I cannot replace it or get a new phone on 8th day of my purchase so I agreed to repair as they offered that as the only option and now the manager told me something totally different. 😡 I told him that I was here 8th day since I bought it but the Apple staff didn’t let me change it with a new one. Then he told me he wasn’t there on that day so that was not his issue but he sees what’s the current condition is…. What an insincere comment! The issue happened because the Apple sold me the dysfunctional phone and they were unwilling to replace it but repair it (so it’s no longer refundable nor replaceable…) If he is a manager, he should be responsible for what his workers did/do. He said “my apology”… but if no action follows and his apology means nothing but joke! 😡 He was stubborn to stick with the idea and gave horrible customer service like that. No customers should deserve that kind of service since we pay a lot of hard earned money to buy a phone or Apple products and if they make a mistake on their actions (giving only repair option while eligible for replacement or returning), then I (we) have to cover their mistakes and tolerate with that? I don’t think so. That’s just terrible management and lack of responsibility… They should definitely do better… I guess now I had to live with this ridiculous glitches… how terrible! 😡😡😡😡😡

Be aware folks! I don’t recommend this irresponsible...

😡😡😡😡😡😡😡😡😡😡😡😡😡😡 Be aware folks!

I have bought my iPhone 15 about 3 weeks ago and the issues (glitches) happened in a matter of a few days. I waited a few days to see if it went away but nothing changed but got worse so I brought it to this Apple Store on 8th day since I purchased it here. The technician (Kiana; black woman) basically said there was a systemic error on the phone so they had to repair it. I asked for a replacement option or possibly changing with a new phone but they said no option for me but repair as they had to follow the “protocol”… when I asked for a new phone, I remember they said what if the same thing happened then I can get a new phone… I thought was such an inconvenient/insincere approach to customers but since that was the only option (at least that’s what they told me), I agreed to fix it by hoping the problem won’t happen again. For a week, it was working fine but I noticed glitches happened again and was getting worse so I brought it to the Apple store again. I was tired of glitches so I brought info about “getting a new phone if the same issue again”… the technician was Kiana again and she told me the issue was with applications etc. But the problems were exactly same as the previous condition (system error), I didn’t like this condition since I bought a new phone but full of issues happening over and over so I sincerely asked for a replacement or getting a same price tier of different phone… At the end, the manager (Mike; white man with glasses) came and told me that since I did the repair on the phone, the serial number got changed so it’s no longer original and that would be out of returning or replacing it, and he added “If you came within 14 days, you could have returned it or gotten a new phone.” I was so mad to hear that, because the Apple staff told me I cannot replace it or get a new phone on 8th day of my purchase so I agreed to repair as they offered that as the only option and now the manager told me something totally different. 😡 I told him that I was here 8th day since I bought it but the Apple staff didn’t let me change it with a new one. Then he told me he wasn’t there on that day so that was not his issue but he sees what’s the current condition is…. What an insincere comment! The issue happened because the Apple sold me the dysfunctional phone and they were unwilling to replace it but repair it (so it’s no longer refundable nor replaceable…) If he is a manager, he should be responsible for what his workers did/do. He said “my apology”… but if no action follows and his apology means nothing but joke! 😡 He was stubborn to stick with the idea and gave horrible customer service like that. No customers should deserve that kind of service since we pay a lot of hard earned money to buy a phone or Apple products and if they make a mistake on their actions (giving only repair option while eligible for replacement or returning), then I (we) have to cover their mistakes and tolerate with that? I don’t think so. That’s just terrible management and lack of responsibility… They should definitely do better… I guess now I have to live with this ridiculous glitches… how terrible! 😡😡😡😡😡

Be aware folks! Therefore, I don’t recommend this irresponsible...