Apple Southlake Town Square — Local services in Southlake

My experience at the Apple Southlake Town Square has been the worst ever experienced. Today January 29, 2020 I went into the store to complete a trade in of my 6S and my son’s 7. I initially wanted to trade the phones at the time of purchase but was told that I could not do so because it was close to closing time (Paid cash in full for the purchase). Though today I do not know who helped me because he did not greet me with a name nor did he state his name at any time during the transaction. I stated that I had the receipt of the purchase of our new phones from January 22, 2020. He was not too experienced in my option and had to run to the manager with question quite often (The manager “Tom” did not at any point come to assist). The young man first stated that I would not get the full price for the trade because it was not during a purchase. I had to remind him that the purchase was made on January 22, 2020 hence per the receipt handed to him at the beginning. The transaction was pretty lengthy and I asked if the transaction would take a longtime because I was in a rush. I was told it would not though that was not true. I had a parental screen time control placed on the phone at the time I purchased it for my kid and misplaced the pass code. The young man told me after everything was completed that it was not possible to trade it. I knew that was not true because of research and stated to him how it would be removed. He told me I could not leave until it is completed and kept having me be in the pass code which should have been removed at the beginning of the transaction. He went to confirm with the manager yet again and I had to follow him to a computer so that he could complete the wipe. At this time, I was missing an appointment and they were calling. I stated I need to leave and was told I could not. The young man had no knowledge of how to complete the wipe. The young man then asks a female...white with brown hair and pregnant to help (describing because I did not know her name). She came over to instruct him on how to complete the task. I was holding the phone because he had to me to put in the pass code yet again. The female then stated to me “Give me the phone BABY”. I was applauded and stated to her that “I am sure that I am much older than you and that is very disrespectful”. She just continued to help him and ignored me never to apologize. I was infuriated at this point and I was still unable to leave. I then asked for the manager to come over. The female and a man customer shared choice comments on the matter and she thought it was funny. I then asked if there was a problem and she rudely stated “I did not say anything to you”. The manager was not concerned and clearly show that because he did not want to come over. It took him some time to come. I stated to him the concerns and he asked me “what do you want me to do”? I asked him if he was the manager and he stated yes. Never introduced himself when he came over. The whole conversation was VERY UNPROFESSIONAL. I asked for the corporate number he stated the store number. I asked for the female’s name and he stated to me “You ask her for her name”. This is UNACCEPTABLE! One of the phones and air pods where a reward for another straight A's accomplishment for my kid. If I had time today, I would have returned to phones and brought Samsung. I will be back to return the two iPhone 11 phones and two Air pods within the allowed time and will not purchase another APPLE product ever! The customer service has gone down as the...

I am updating my two star post from a while ago to five stars. I decided to try this store on Monday hoping it would be less busy, and based on this store being the closest to my house. I had a great experience all the way around. Christian my Sales Associate was great along with one other person who helped. I ended up with a new phone and laptop. Also, I dropped off my iMac for them to migrate the data to the new laptop. I received a call from Michael in repair letting me know there was an issue, and asked me to make a Genius Bar appointment to work it out. The skeptic in me was very concerned given my review below and what happened previously. I got done this evening with this appointment. The two Genius Bar associates were great, and helped fix my problem with the data transfer. They were both fantastic. So, the various people I interacted with yesterday and today redeemed the store for me. I look forward to going there now to do some classes. I would say for anyone having a negative experience try a slower day if you have a lot of questions or repair issues. I also picked a time this PM that was quiet. This made all the difference for me. The folks were all helpful and very good!

Two Stars Appointments are just suggestions not real appointments. I wanted them to just look at my iMac to see if I could update it or if I needed to replace it. I did not want to sit and hold hands with someone while they checked my software and such. Had I known it was a sit and chat appointment I would not have signed up for it. Hauling my iMac for four blocks to the store then getting juggled around for nearly an hour did not make me happy. When I was told nonchalantly after fifteen minutes past my time that there were still five people a head of me I walked out. I did not want to spend my Saturday in the Apple store for this issue. If they have gotten to the point where you can’t just drop off a computer to be diagnosed without having a so called appointment where I have to sit and chat and hold hands with a technician I want no part of it. Also, why would I buy a new computer or phone from you if this is how you service them? Spend time figuring out the customer service piece or you will lose more business than just mine. The only reason I am giving two stars instead of one is the sales people trying to sell you things are pretty good.

As a follow up, I was sent a survey from the store asking how “Patrick” had done with my Genius Bar appointment. Patrick who? I walked out after the wait with no help. I then received an email from them asking permission to contact me regarding my survey to provide better service - I had already asked for follow up, but I again gave my phone number. Still waiting for that follow up call...........not...

Update…. Took my son’s iPhone 14 Plus to an independent iPhone repair shop. Was diagnosed quickly and it was determined it was a defective battery and was changed for $95. The phone is working very well now and absolutely without any help from Apple. I went back to Apple Store in Southlake and I spoke with a manager explaining that diagnoses to charge me $600 is incorrect and it was a defective battery that was changed for $95. The store manager was nice enough to listen to me, however he insisted that Apple diagnoses was correct despite the fact that I explained to him that it was a battery and the phone is charging and everything is working well. But he insisted that the entire logic board was messed up according to their diagnosis and that the charge for $600 is still valid. Of course I disagreed with him and he would not admit they made an error or they’re just trying to charge you more money to add to their billions from their loyal customers. Be careful when you work with Apple Genius Bar because they are geniuses only to convince you to pay them more money. Very disappointed and will not be an Apple customer anymore.

I wish I could do zero stars. Very disappointed at Apple after so many loyal years since the iPhone came out. on recent purchase I spent close to $5000 for iPhone 14s For me and my family. My son’s iPhone 14 Plus stopped charging. I tried everything and all point to a defective battery or it could be a defective iPhone 14 Plus to begin with. Took it to Apple’s Genius Bar After setting up an appointment, only for the genius representative to tell me without even diagnosing the phone to check the issue that will cost me $599 to repair it. Are you out of your mind? iPhone 14 Plus, to my research, turn out to be the biggest Apple’s failure and the phone probably has a manufacture defect or the battery is defective however, they want me to pay $600 to repair it. it’s not even worth $700 now. I asked to escalate to a manager, and unfortunately, the manager has the same answer for me not even an appreciation of my business and all the thousands of dollars I spent.

14 months and the phone is defective and is no longer working An apple wants another $600 beside the $1000 I paid. I could spend half of that amount and buy an android and my son would be a happy camper. Apple lost my business And my loyalty forever, and they can continue their greeds, but I would not allow them to rip me off anymore. I’m hoping people read my review to see what Apple does to its loyal customers and I will tell friends and family to avoid at Apple...