Apple Kenwood Towne Centre

"I notice being pointed to black associates every time i step my foot in this in store, don’t why? One man didn’t even want to hear my issue, he went and introduced me to Mr Booker. Mr Booker you’re a awesome young man and keep up the good work ❤️"

"I'd give zero stars if possible. Purchased a AirPod Pros as a birthday gift. Upon first use of the AirPods, it was discovered that they were defective. After following all the troubleshooting steps, I spent 1.5 hours dealing with Apple Support. It was eventually determined that they could not provide any further assistance and that I needed to take it to the Apple Store for troubleshooting and this is where the fun begins. With AirPods, the return/exchange window is 14 days. Due to being a gift, if was first opened after this window. We had an appointment for our first visit to the Genius bar. At this visit, we were skipped. After about 30 minutes of waiting, I asked if we were going to be helped. It ended up taking over 45 minutes after our appointment time before we were helped and yes we were early to our appointment. They had issues diagnosing, but eventually said it now appears to be fine but are sure. We can send it out to the service center or could see if it's not working. We decided to give it a shot. Unfortunately, within 10 minutes the issue resurfaced. I then scheduled a followup Genius bar appointment to send this off for servicing. Upon arrival, they "had" to run diagnostics again. This was another waste of time as they still shipped off the AirPods. After Servicing (Depot as referred to by a manager) looked at our device, they found no issue and shipped it back. Upon receipt, the case was all scratched up and very dirty with gunk. Also, they didn't return the ear tips. I scheduled another meeting with the Genius bar hoping just for an exchange to a new product. We were the first people to walk into the store and get signed in, yet we got skipped over again. At least 10 other people had associates helping them first. After 10 minutes, I then asked when were we going to be helped and someone came over shortly. They too had issues running diagnostics. We were then told that the only thing they could do is resend this back to Servicing (Depot). At this point, I asked for a manager. After a few minutes, Vincent came over. He had no solution other than trying to sell me on AppleCare. Upon asking if AppleCare would swap us out for a new device, he said he'd need to look into it. After even more time, he returned with no real response other than we would be charged less than not having AppleCare. I refused and asked for someone outside of the store who could help. Vincent said is the only one who could help, but there is nothing else he could do. At this point, I said would try my luck with Amazon where the purchase was originally made. I did ask about the Ear Tip replacement. The person who originally helped came over and said they could only discount so much and that I'd need to pay $.09 for the new Ear Tips. After saying this was unacceptable, he checked with a different manager who waived the cost. After seeing she was a manager, I asked about who I could contact outside the store and she happily gave me the 1-800-MyApple phone number. I'd like to thank here for that. After leaving the store, I contacted 1-800-MyApple. The first person I spoke with listened to my frustration, made notes, and escalated to a senior support person. She was fantastic. Within a few minutes of hearing my saga, she shipped me out new replacement AirPods. I know it could be a challenge, but I would avoid this store if possible. For any troubleshooting issues, go directly to 1-800-MyApple."

"I went to get my iPhone upgraded and it was a very nice, pleasant and smooth experience. Never felt rushed, never felt forced to buy anything I didn’t want, and the representative went through with me in great detail everything I’d need to know. The process was very smooth and all my old phone’s apps and photos were transferred over easily which was very nice, and getting service on my new phone was very simple and easy too. Apple has really nailed the new phone process and I don’t think I will ever go back to getting a new phone at a service provider store ever again."

"Terrible experience was skipped over 4 times and waited 1 hour when my expected wait was 25 minutes. After two walk ins behind me in line where helped I asked an employee to check it out, he ignored me, then I asked another who also gave me the cold shoulder. Finally I was helped and informed that I had been skipped over due to negligence by the apple team. Then the manager comes over and basically gaslights me trying to defend their incompetence. After that I got a whopping 10% discount and they had the audacity to charge me $9.90 for customer service. I’m seriously contemplating getting an android now."

"I recently purchased an Apple Watch and had an exceptional experience from start to finish. The representative took the time to explain all the options clearly, ensuring I found the perfect model for my needs.What really stood out was the patience and dedication to teaching me about the watch's features. I never felt rushed, even though I had a lot of questions. The whole process, from selection to setup, was streamlined and efficient.The quick pickup option was also incredibly convenient. I appreciated the text updates keeping me informed, and my watch was ready exactly when promised.This level of service is why I continue to choose Apple for my tech purchases. If you're in the market for an Apple product, I highly recommend visiting this location. You won't be disappointed!"