Edward and Michael are absolutely amazing associates. Super patient and helpful while we sorted out the issues in transferring and trading in my old IPhone. Spent over an hour with me and always were great to chat with and sort things out without feeling like I was a hinderance.Give them raises cause they ROCK. 🖤

It’s a disgrace that a corporation would use its employees to do their bidding work. Were almost two years into a “pandemic” that NOBODY can make sense of, yet Apple wants to enforce masks in their stores?? It’s almost as if nobody is paying attention to the reduced cases in several states that already lifted their mask mandates a long time ago, Texas being one of them. Be sure to know your rights and the federal law, particularly 21 US code 360 bbb-3, which states: no emergency medical device can be mandated: informed consent must be given. Don’t let them tell you “it’s a private company”...because private or not, any service being offered to the PUBLIC does NOT reserve the right to supersede federal law — it just doesn’t. Shame on Apple as a company for forcing their employees to participate in the satanic ritual of mask wearing (look it up). Thankfully, they hired some polite people who did accommodate for us — but for crying out loud, masks are the last thing that is going to help us

We went to Apple store for shopping. It was clear & covid protocols were maintained well.

Busy but they gonna take care of you. Very friendly staff

Great service, fast and efficient! Made an appointment, allowing me to get in and out quickly. Definitely get the Apple experience with Southlake Townsquare.

Walked in, cash in hand, ready to Buy 2 Apple Smart Watches. I knew what size and color I wanted. They told me it would be an hour wait and would have to assigned me a specialist. Why the hell do I need a specialist to buy something I already know what I want. I went to Best Buy down the street I was in and out 10 minutes with my new Apple watches.Y’all need to change something to make it easier to get in and out to buy simple small stuff. I will never return to the store.

Came to get a smaller size tablet for my art since itd be more convenient, note that Im not tech savvy. Go in to get scolded that I would like to trade in my 12 pro for what I called the iPad mini, to which the Genius response was you want to trade in your pro for a MINI? Do you realize how much technology is in THIS (the pro) that youre downgrading? while we were standing right next to the 11 pro. Not quite sure how we didnt reach the goal that I was wanting that to begin with first, instead of last. Speaking of first and last, thank you for my time at the store Anna.

Super slow. Walked in & told them we were ready to purchase. They made us wait 40 minutes just to tell us they were sold out. Would have been nice to know before we waited around with a toddler.

I had a great experience at the Apple store! The texts were very knowledgeable and patient and let me tell my whole story. This place is like a well-oiled machine. I did have an appointment, so that may have helped my experience. But I will definitely be coming here again.

Quentin was phenomenal! My attempt to factory reset my 10-year old MacBook Pro went poorly at home so he sat down with it and fixed it!! He also answered my many questions about the services offered by Apple and I will return to take advantage of the student deal they have going right now. I’ve never felt better about a big purchase! Thank you!

Busy but my they took care of me good.

Nice experience overall. Got help by Stormy to look for my products. Great, friendly staffs with best customer service.

Spencer was super helpful in his approach to what we needed - while we were in a rush to set our daughter up with upgrades for phone & computer in one day. Thanks Spencer!! And then Randy was fantastic in getting things in place. Thanks Randy!

Nice and clean establishment. Friendly and knowledgeable staff that is able to manage large crowds in both sales and service. The rep that I had stayed with me and my family until all of our service issues were resolved, when he had to step away, he had other agents sit with us. Location is in an outside shipping mall so parking can be a bit tricky.

The service is remarkable and the store was well laid out with all of there latest products.

Great apple. If you go during the day there isnt a more than a 2 minute wait. Parking is difficult though to get a close spot.

Ross one of the managers I believe managed to seriously help me out today with locating AirPod replacement parts at another store so I could get them repaired ASAP! Absolutely brilliant team here, as should be expected of an Apple store.

I just wanted to buy an Apple watch with specific requirements (I chose them after a thorough digital search) for a friend back home. However, I had to wait on a queue for long before several green t-shirts checked on if I was okay with my needs. I feel these multiple checks are unnecessary during these Covid times. The Apple Company wants a big crowd before its outlets and it possibly adds to its brands publicity largely at the expense of safety of the general public. When will wisdom dawn upon Apple?

The 2 guys that attend to me were very helpful & Nice!!

Very organized process. Staff is courteous and works efficiently to get issues resolved.

Loved the experience. The Apple workers were very nice and patient. I would definetly come back because the quality of the products and the people were amazing.

Worst service I ever had in 14 years of being a loyal Apple Customer since 2007 !!! I bought online/phone the NEW iPhone 12 Pro Max 512GB Graphite. For $1,514.42 over the phone, after I asked them if I could pay in store. They said it would be faster to pay over the phone. Never again. scheduled to pick up my new phone from 5:45-6:00pm in South Lake Location. Got their about 5:40. Talk to one of their. People around 5:46. But his system had no clue of my order. I had a order number that I show him along with my confirmation plus my order number. They pulled out the money out of my account. Called 800 they couldn’t give a answer either. 800 said that would have to issue a refund that would take 3 days to get my money back and that I would have to purchase another $1,514.42. Marking it $3.028.82 that I wasn’t going to pay another $1,515.42 to get my first money back. I didn’t have another $1514.42 to spend on another order. So I’m waiting for the first refund to go through in order to go in the same store to pick up the same phone. Why. Wasn’t my fault. That they lost my order n I got to pay the price of paying two for the same phone. N waiting 3 days to get my first money. Never again APPLE. NEVER AGAIN. LACK OF RESPONSIBILITY. n I got to double pay till you fix the problem. So my friends. Never never pay over the best you pay in person. I went home. 1500 bucks gone out my account. No iphone. Wasted 4 hours of my time. Now I’m waiting till Thursday for the money to be refunded back in my account. So I can go in and purchase anything one of your phone. Great customer service and thanks for nothing !!!!!!!!

The people were extremely nice and professional, however I had to drop my phone off to get a new battery and it was there for an hour. Within the next two hours of me picking my phone up and going straight home, two of the accounts on my phone were hacked and a third was attempted but caught and stopped. Do not take your phone here.

Matt was the man of the hour today. Even though I had to wait over two hours to be seen, he saved my Apple watch life. It would not charge or turn on for the past 9 months. Even though he isn’t sure what he did to fix it, it works now! You got the magic touch Matt. Keep the glasses. They’re cool!

Everything was going well until the manager presented himself. Notably his interaction was not requested or needed. His customer service skills are non-existent in my opinion. Apple should consider keeping him away from customers.if they want to be successful in Southlake.

I went in to Apple today to address issues with a faulty set of air pods. There were scheduling issues that created conflict, but Jace handled the situation efficiently. This review would have been very different if Jace was not as polite, professional and accommodating as he was.

They are all working so hard even if there is a wait, know they are working as fast as they can. I had an appointment they was about 25 minutes behind schedule but once they specialist got to me my phone was replaced immediately.

I lost one of my airpods and on the apple website says you can get a replacement one on any apple locations. They said the wait time was 4 hours or to make an appointment. I do not recommend this location

I experienced discriminating behavior from staff working in this store today. The staff were ignoring me and my kids. They helped folks coming in after us and avoided us repeatedly. I waited patiently for few more minutes and then left that store.. very insulting Apple!

Super fast check-in and service (I had an appointment ahead of time). Was able to leave my phone there to get worked on and go run some errands while I waited for them to finish.

Great store, staff is very friendly and they know a lot of the products. You can try and ask anything and they will have an answer. Prices are the same as everywhere.

Dont like Apple products and way too expensive for what you should expect.

If I could give them negative stars I would!! I waited 1 1/12 hours for apple watch (pickup) just to get told I have to come tomorrow they should have told me that when I walked in the door!!! They need to hire people that know what they are doimg

I really appreciate how they’ve temporarily modified the store for additional safety during the pandemic.

Attempted to process a warranty claim on a MagSafe case I purchased with my iPhone 12 Pro at launch from apple.com. The case began deteriorating several months after purchase, but I just learned these were covered under a one year warranty. The associate at the front entrance turned me away claiming they wouldn’t honor the warranty because of the silicone damage around the charge port, they’d only cover if it was limited to the corners. Made no sense. No where in the warranty terms does it limit coverage to defects to certain areas of a device or product. I called apple support and they had me a replacement in the mail within minutes.

HORRIBLE Customer Service. I would rate ZERO if I could. I called, trying to see if they had iPad (8th Gen) 128GB. The service rep seemed very short with me and asked what color? I said, color didnt matter but, their system REQUIRED I pick a color for her to search. So I said grey. No, they didnt have one. So I said, well, what about another color? She ask which one? I said what colors are there? She said grey, silver, and gold. I said gold then, then she hung up. Really?! I had to specify a color? Just check them all !

Just simply wanted to buy a nee phone for my daughter. Turned into a nightmare. Knew exactly what we wanted and had already verified it was available at the store over the phone. Get there and said it was a 2 hour wait that turned into 3 hours which made no sense cause there were literally 5 employees standing around doing nothing.

Poor management and crowd handling measures. I had to wait for 45 mins even though I booked a pick up time. Finally walked out without picking up my phone because I had to pick up my son from school.

This place was great, Im a non apple user and we are planning on getting one. Scott was great at demonstrating the products.

This is ridiculous why schedule an appointment at 3:20, i check in at 3:15 yet no one to assist! Luckily i asked for the manager Ross and was told id be next. Everyone that came after me had been served and there reason was “we dont know what happened there” smh. I have 4i phones and im about ready to switch to Samsung! Never had issues like ive had with iphone.

Winter for business about my cuter computer and phone wasnt there about an hour if that and settled everything I need to know and was out the door and gone very nice people

Slowest service ever! The Southlake Team doesn’t care if the antenna on their product goes out causing you to lose all services from your business line and personal. Leaving you stuck without any contract to your clients or personal contact. Seems like this would be a top priority and a solution would be made…..but obviously not.

Good Place To Get Apple Products But Mostly To ExpensiveI Would Recommend AT&T To Get Electronics Or Best Buy

Bernie was very helpful and not at all pushy. Very knowledgeable about his products and so willing to help us out.

Great service, found the right advice and parts.

Efficient COVID-19 protocols - the store is appointment only, with a line outside the store for Genius Bar appointments, and another line for what appeared to be retail/walk-ins in an as-available basis. Security verifies your appointment and let’s you know when to enter, and which numbered service window to go to. Unfortunately, some customers seem to disregard the security personnel and signage. Once inside, my service was addressed promptly, behind a window, and all items passed back and forth were sanitized. Very comfortable with the distancing and mask requirements.

I visited this store for an issue with my iphone xs max and the techician that was assigned to deal with my case and he was really rude and was not even ready to explain me about the policies/ options that i have to fix the issue and i am very much disappointed with the way this whole thing was handled. I guess Apple should teach their support people about how they behave with the customers

Worst customer service, They say one thing but happens another in reality. Disappointed.

I took my children to the Apple store childrens event Coding for Beginners (ages 6-12) where they navigated a robot through an obstacle course. We were lucky to get the guaranteed tablets/robots to play with because we 1) registered online with our Apple ID and 2) we were not shy in asking where to go when we arrived from one of the Apple team members; these are not requirements, but I only saw one other child on the class list and not one parent with children in the vicinity stepped up to the instructor to let them know they brought their children to the class. In short, my children were literally the only participants.I have twin boys nearly 7 and the guy was very open, friendly, and ready to engage with them. There were kids in the area who were sat down by parents, but none of them were very actively engaged. The Apple store is definitely a high-stimuli setting, esp this location because this is a very popular retail area. The store is filled with tablets and phones ready to be tested with games all over and lots of foot traffic that spend their leisure time here. While there were many parents who sat their children nearby, all of their children at some point broke off of the demo/instruction to an electronic nearby. Something to consider for parents interested who may want to bring children below the age limit. Being able to read would help significantly, but not required if your child is very good with numbers.Wish I could have gotten another pic of my other child, but I was plenty involved and interested in witnessing this amazing experience for both of them. Now, I want to buy coding childrens books and even branch out to let my children experiment with some of my technology at home more often. It felt great to let the kids try something out without the burden they are going to break my tech. Ironically enough, a woman with a stroller literally ran over the obstacle course (made of masking tape on the floor) and knocked into one of the mini sphere robots while my child was testing his code out, so I guess parents are the real careless ones. 😂

They bent over backwards to ensure that my computer was working. I had to buy a back up disk in order to get repaired. I dont mind that at all. Was there for 4 hours, and yes,I had an appointment. It all depends on what is going on with your computer. They are running live classes with a wall screen. Great stuff. Very interactive. Thank you to all that helped me,Roland, Jonathan and two others.

All the employees were very friendly and helpful. They are taking Covid seriously and taking lots of precautions. They helped us same day to fix a broken phone! We were also able to purchase nanolights which have been sold out online.

We went to buy Apple watches and although we had to sign in and and come back an hour later, we had a personalized experience.They have a very streamlined process.

They were very informative and helpful about all of the issues that I had with my devices. The gentleman who assist me with my device answer any questions not only for my appointment but other concerns that I had. I am also buying other apple devices and things from this visit.

Revisited for iPhone 12 pick up.Super rude reception genius staffs. Esp. Anna was worst and she didn’t want to listen and seemed to have no training or education how to communicate with customers.All others were seamless and friendly.=============================Pretty fancy and modern Apple Store but its quite crowded all the times.

Friendly staff very knowledgeable

I personally like most Apple products but strongly recommend against buying as gifts since they have such a ridiculous 14 day return policy. If you buy gifts ahead of time at all you probably won’t be able to make the 14 days. So if you know exactly what the person wants go for it. Otherwise shop elsewhere.

Picked up the new iPhone 8 for my kid. My kid selected this particular phone because she wanted to have certain features that this phone had to offer. We added the Apple Care plan to ensure that if she was to drop and try and kill the phone it would be covered.

Waiting and waiting even after getting an appointment and very uncomfortable and inconvenient seating arrangement.

Courteous staff, very helpful. Would recommend.

Went to Express Pick Up, What an Experiences!! The two Ladies working the lines were INCREDIBLE!! I thanked them several times for their assistance, I recommend the Southlake Apple Store to anyone...

That place is worst place ever no customer service at all I was I had appointments I was waiting and they never talk me and I left…👎👎👎

The area was great and very well organized

I had an unordinary problem and I was helped by Kay, Christian, and Tanner. I sincerely appreciate how they went out of their way to make things right with my macbook issue and I will continue to buy Apple products thanks to their stellar customer service and support. Cheers!

Went to pick up and iPad mini. Great officers to greet us and fast pickup. Great staff. I want their masks they provide their staff and officers. Of course I’ll be back!!

Too congested and boxed in. Beautiful buildings but hard to find parking. And today is Tuesday.

Good order, and simple entre process.

Serving one customer every 30 minutes...go somewhere else if the line is more than two people long. Walmarts cashiers move at light speed in comparison!

Apple store is always great. Incredibly eccentric and knowledgeable staff.

Came to handle business on my lunch, and whats the Point of an appointment if not the time I am going to be seen. Yes, I get the limited anything - I work for retail I get it - however I pay decent money for services and get the run around from automatic telephone apple support and now waiting is ridiculous. Staff seems nice (at least guy who checked me in) however Dont Over Book if you can Not serve your customers at the time you Have US CHOOSE.

Beautiful interior. Good employee s

I still had to wait with an appointment but I was immediately greeted at the front. It was made clear to me they are super organized. Very pleasant staff.

Nice guards. Very helpful and they look great.

I would not recommend going here, you are better going to an independent repair shop.They will double book your appointment, then tell you there may not be enough time to repair your phone and you need to come back even though they made an appointment for you.Also, what they charge in comparison to an outside company is ridiculous. They outdated the batteries and software then charge you to replace them.

Excellent service, they are organize, easy pickup.

Very nice place alone or with the family

The worst customer service I have ever encountered. They did not want to answer any questions on the new MACBook Pro and just asked me to wait. After 30 minutes, I left the lady just seemed uninterested in helping me. What happened to this store? it used to be have the best Customer Service.

Great service, Iphone 8 is well function, take good pictures, and the back is pretty.

So disappointed.. spent a hour in line to drop off iPhone with a cracked screen. Diagnosis took 15 minutes. This is not bad and Michael did great. $199 plus tax to do it right.. ok. Dropped off phone and advised to return in a hour. Ok. Ran some errands and came back to a line three times as long. Ok. Waited in line a little over a hour to be advised the phone is not ready. I was advised to wait outside the door 15 minutes and I would be called back in. 30 minutes later the manager advised security outside that there would is two more people ahead of me and I need to get back in line which was now wrapping around the block. NO! I left hoping during the week will be better.Positive note as I always try to say something positive: the security outside were outstanding and helpful. They tried to resolve everything and they are very professional and courteous.Apple security: you hired some great people for this location and I bet they have to put up with A LOT of dissatisfied customers. As I was waiting many hours in line I witnessed many people being rude and impatient to these guys and gals. They are just doing their job. Interesting why Apple needs two security outside and a police officer.

Had difficulty to find parking spot.

God forbid you need an iPhone repair from the Southlake store right now.Cant reach anyone directly, cant schedule a repair.Been on hold for 20 minutes now trying to get a hold of a human listening to some opera music on repeat. Is this what modern society is, because if so Im ready to go back to a caveman life.

You guys have just a few stores in the metroplex that too in crowded parts where its nearly impossible to find parking and after all the trouble you guys say that you are taking only reservations no walk ins, talk about company entitlement. Changing to android no thanks apple

The staff is excellent, I’ve been in & out in a very favorable amount of time,no complaints!

Quick service!

Overpriced phones and they are still requiring masks despite state requirements being lifted 2 months ago

Great place but they setup this new Covid-19 registers at the door

Kind of long waiting time

Great atmosphere, a little crowded at times before Covid, but other than that, great showcases!

Great customer service

Nick and Matt were both incredibly helpful and I think we enjoyed my visit. Nick went out of his way to help explain Apple Care and repair options. Matt spent plenty of time with me explaining different options for upgrades.Planning my next visit already!

Buy online and pick-up here. The store has zero shopping available. Youll spend less than 15-min to grab-n-go, if you keep this in mind.

Cool store with super friendly staff. Theyve got a bathroom available which is great because most stores in this area do not. Always super busy and they always seem to have some sort of event going on. Definitely stop by as youre walking through the square!

Had to wait a while for my appointment, like over 30 minutes....but service by Josh was very informative throughout. I came in looking for an Apple Watch for my mother and he helped us both set it up and walked her through the basics as she is technologically challenged

Worse service and customers service, I never had experience like that in my life about apple service and Genius Bar anywhere around the world, Zero star, move on about apple and switch my electronic devices to other companies

Great place as usual, They have strong service, they repair my phone in 30min !Thanks Apple & Thanks Ashely

Casey in technical support is awesome! Very helpful, knowledgeable, and kind. He helped my husband and I with an issue we were having with my iPhone. He made sure we understood and frequently asked if he had any questions. He took his time and made us feel valued. Brady in the sales department is also wonderful. Very kind and helpful. We appreciated all the wonderful service from the amazing staff at this Apple location. It’s nice because they seem to enjoy being at work and it shows.

Always a great experience!

Very good service, they take seriously the protocol due covid, customer service very friendly and professional.

I just want to give this store the credit they deserve. I’m sure some of you have heard of the IPhone 7 defect- where some of them do not work because the phone won’t upgrade. This store was so fast with the repairs. I had two iPhone 7 devices with the bug and both were sent off and repaired for free in less than one week. They even replaced the screen, battery, and camera for free too. The customer service is all around amazing. I think it was Nick who helped us, whoever does the repairs. He did great. I was upset when I found out I had to drive an hour to the nearest Apple store, but it was worth it and I’m happy with everything.

They are definitely setup for COVID and clean and great customer service.

Best Apple Store!