Apple First Colony Mall

This is the 2nd time I am visiting this store in 1 month! The last time I arrived early for my scheduled appointment. 5:05 for a 5:20pm appointment. Like last time I am waiting past my appointment tray the same thing.

It seems Apple groups several people at the same time. I suggest not arriving early you won't be seen early.

On 9-2-2023 I had an appointment at 10:10am for a simple easy battery replacement in my 12pro which I set up the Sunday before.

I get to my appointment only to be told I have to wait 3 hours before my phone will be worked on because 4 people dropped off their phones to be repaired the previous day and their devices are priority over mine EVEN THOUGH they did not make an appointment like I did a week prior. Really? WTF? Then why make an appointment at all? ‍

So I sit at the Mall for 3 HOURS and decide to check on my phone progress at 1pm only to be told my ticket says 1:10pm so they can't even see if it is being worked on yet. ‍ WOW. OK. So I wait until 1:10pm and ask a different person if my phone is ready yet. NO. I told 2 women my appointment situation and one of them said. Well, ya know the battery has to go through diagnostic testing and that takes awhile. I said. Ummmmm I'd doesn't take 3 hours and I had an appointment at 10:10am and have been waiting for 3 hours. Well there probably was other phones to be repaired before yours. I said then what's the purpose to make an appointment. Well.... The appointment doesn't have anything to do with when your phone will be worked on. WOW OK.

So I go back to the original person about my phone pick up and he said oh yes it's ready. You are in The Que to pick it up.

So I stand where I was told for 15 minutes until another Apple employee asked me if I have been helped. I told him I have no idea. I gave him my ticket and he said oh. The other guy didn't even check you in. I was like WOW OK. can YOU help me please. He did and my phone was handed to me in 30 seconds.

This place is a MESS!!!

No respect for their customers at all in my opinion. This was the first and LAST time I will EVER have anything replaced of fixed at an Apple Store.

Thanks "SAPPLE" for such a wonderful experience with your "GEEK SKWAD" process which SUXX!!

Who does it better ?

The Chick-A-Fila of Technology should I go down the list? Ok, I want although I will go down the list of things I appreciated in this visit.

I wanted to trade in a MacBook that honestly did not get more than 1 to 2% use, so this was an upgrade to an IMac.

Greeted upon entering and approaching the table of selection. I was told it would be a few minutes as it was very busy the wait was very short.

I expressed what I wanted to do, then the Rep, went to work, explaining in detail, breaking down and explaining various options and the bonus was being familiar with the programs that would be used. After this the big decision was to be made, he also even the explained importance of particular up grades at the time of purchase.

I appreciate the time and patience to work with me as a one one customer, it just doesn't get any better.

Cant wait to unbox it that is the most exciting part.

So, until the next time, Bye-Bye!

Even when this place is super busy, Apple is able to make the experience wonderful.

We were greeted by three individual Apple employees and was able find the phone cover that we wanted.

Awesome delivery and checkout process as well. The wait was just a few minutes even as busy as it was.

Store is mostly empty and yet they are harassing customers about needing a reservation or an appointment to come in and shop. I am about ready to switch back to android. What a joke this company is becoming. It seems with each passing year Apple becomes more abusive if customers.

It's an Apple Store...Make an appointment before going. It will cut down on your wait time. I have been to this location 3 times now and the employees are always very courteous and eager to help

This store doesn't follow store policies to help prevent gift card scams.

My husband got contacted by "his boss" to grab some gift cards for client Christmas gifts. He ran to this Apple store and bought some high value cards. Then he made a second purchase of MORE high value gift cards. No one ever mentions ANYTHING to him about gift card scams.

After the purchases didn't sit right with him, he called Apple support to "freeze" the gift cards. We were assured by the agent on the phone that the perpetrators were not able to get the funds off the cards and that we had to return to the Apple store and we'd get refunded.

Next day, my husband drives back to this Apple store where whoever was working states that they did not have enough cash to refund him. He would have to return at the end of the day and they could give him the $ back. The manager on site asks if he was informed about gift card scams at the time of purchase, to which my husband responds "No. No one said anything to me." The manager then says that it is STORE POLICY TO TELL CUSTOMERS MAKING LARGE GIFT CARD PURCHASES ABOUT POSSIBLE SCAMS. If, I repeat IF the employees who sold my DARLING BUT STUPID AT TIMES HUSBAND about a scam, maybe he wouldn't have fallen for it!!!! I am completely disgusted that store policy wasn't followed and as a result, we are out THOUSANDS of dollars.

Oh, and by the way, when my husband returned to this Apple store at the end of the day to get the refund, all the cards were wiped clean of all the cash. SOOOOO the Apple agent on the phone who said that the cards were "flagged as stolen" and that the funds were "frozen" and the $ wasn't going to be able to be taken off them is full of shit. If we knew that, we could have loaded all the cards onto our f-ing Apple account to have at least SAVED OUR MONEY:

I still stand by the fact that if employees followed policy, we wouldn't have been out thousands. And Apple doesn't do shit for you. They basically say that you were dumb to fall for it.

I hate Apple and am considering getting rid of our Apple products.

Jasmine and Janine (I hope I remembered their names correctly), were both fabulous! Jasmine has this wonderful customer service that'll move her up the ladder quickly, Janine was personable, patient and just all in all chill while I figured out what I was going to do.

An Apple store a day keeps the doctor away from Sugar Land.

I'm not a fan of Apple Stores and could never give them more than a 3 at the absolute maximum because they are just so expensive even for little repairs. Barbie is all the way Android now even though that's getting to be about the same price to fix.

But when we went in here to fix her old phone they were friendly and helpful and more painless than expected and have experienced in the past from many other Apple stores.

For this reason I give them three but if they were actually affordable and fair in their pricing they might even get more.

We arrived over 20 minutes early. Get told to wait in a spot. No one comes despite a ton of employees milling about. And then, I hear an employee approaching other customers at random asking if they have been helped. She confirms they DO NOT have an appointment. So she tells them that with an appointment time, they will be met at the exact time their appointment is scheduled for. Ironically, she tells them this a minute after our scheduled appointment time. I wait, but I am very frustrated.

At the 6 minute mark after our scheduled appointment time, I yell out at no one in particular that we have not been helped yet despite our scheduled appointment time. One employee (Kip) approaches me in an almost threatening manner and asks why I didnt just pull him aside if I wanted to talk to him. Well, in truth, I was speaking aloud, not to anyone in particular. He then went a lengthy explanation about how they were delayed because they were busy and most appointments take 15 minutes.

Great, then why was the other employee, still helping the customers without an appointment, telling them than an appointment in advance meant being guaranteed to meet at the scheduled appointment time. And why was anyone even floating around when we had a scheduled appointment and were waiting in the spot we were told to wait in? 16 minutes after our scheduled appointment time, we were finally met by an employee, Emmanuel, who was polite and fixed our problem in less than 3 minutes. But the wait, the behavior of employees treating scheduled appointment times as mere inconveniences to them while other employees are telling customers that appointment times are precisely honored is ridiculous and unprofessional. We will be unlikely to ever return to this store. Emmanuel, on the other hand, was a model of professionalism and efficiency.