Reviews of Apple Short Pump Town Center (Computer Repair)

Jeff Hall

Took 10 days to schedule an appointment to get a new battery for my 6S Plus. Expressed in the appointment notes that I was in need of a new battery. Arrived 5 minutes before scheduled time, told to have a seat with 20 other people and wait for someone to call my name. 45 minutes later a guy comes by looks at my phone - gathers some information. Says someone will be out shortly to take care of me. Another 45 minutes, a tech comes out and runs some diagnostics. Says "Phone is operating within normal specs, but they'll be happy to ORDER me a battery." ORDER? I'm here to get it replaced and scheduled this appoint to do so? They didn't have any in stock....going to be about 10 days. They'll call and I can come drop my phone off for a couple of hours (after waiting an hour or more to tell someone why I'm there). There system is flawed. Appointments mean nothing - other than the fact that you're on a list and they know who you are.... I expect more from Apple. This isn't the path to their typical fan base's hearts.

Salina Prak

David was great! He kindly helped me out with my issue and answered all of my questions in good detail.

William St Clair

Great experience overall. The wait inside given how busy they are was minimal, the staff is fantastic and I got my equipment back an hour earlier than they promised initially. No complaints here!

Jessica Bell

Went in to purchase a watch on a Saturday around 2:30, walk-in no appointment. They were slammed. When we walked in they greeted us and put us on the list. Now when she asked what we were there for I told her exactly what we needed to purchase. We waited maybe 10ish minutes, sales guy greets us andhe confirms what we wanted. Had about a 15 minute wait for them to bring out the watch. Paid and we were done. No more than 30 minutes in and out. Not very personable but very efficient.

Eleven Dyl

Incredibly long wait times, even with an appointment. If you need any kind of repair, be prepared to be at the store for at least an hour. Always packed with people so it is very loud and irritating. Also nowhere to sit. You're better off going to any generic phone repair store.

Doug Chiles

My wife and daughter visited the store in Short Pump Town Center. She waited for 35 minutes. Not one sales associate spoke to her. I tried to call the store to see if there was a check in process, only to be rerouted to an advisor of Apple, whom was not even at that location. Why have a Store Phone Number if no one from that store is going to answer the dam phone.

Aaryan Asthana

Most of you already know what apple is and what they sell. They have a great store and design with hundreds of products. I'll tell you something you may not know. Apple offers classes everyday ranging from photography to art and design. You can learn and master your apple devices and participate in any level of class. Search today at Apple to learn more.

jahni Singh

They are okay if you go to them at the right time of day it will be almost empty in the store but if don’t go the right time of day I bet ur bottom it will be slammed packed it there with a long wait. The workers are friendly on the most …

Regina Eppars

Not enough employees, insane wait time (2-3 hrs), some employees had great attitudes, others did not. I was told to go there by apple care and then was told (after driving 1.5 hrs to get there) no one in the store could help me. I wouldn't give it 1 star but I have to give it something.

Mason Curtis

I DO NOT RECOMMEND APPLE GIFT CARDS. I am at a loss, and feel cheated by Apple. I have a valid gift card, which the Apple customer support team confirmed is valid, and yet it does not redeem. I contacted the support team, and spent 45min screen-sharing with Apple and talking with the official Apple representatives, yet even they simply could not figure it out. If redeeming a $10 gift card takes more than an hour of the recipient's time, it simply is not worth the effort and is a form of theft perpetrated by Apple.

Mykeah GMM

Always crowded make an appointment!

Bhavesh Patel

My review is simply based on iPhone repair service (back glass broken): Apple products are always good but in case something goes wrong apple want you to buy new instead of repair or replacing. I went to this store to check how much they charge to replace back glass of iPhone 8, first they asked me how much I paid for device (strange) than they told they will not fix broken back glass instead they will replace whole phone for half price.

Jacob Gordon

Got a Series 3 Watch for Xmas and it died immediately when in contact with water. Scheduled an appointment, waited half an hour to be seen by two people who told me the same vague thing per usual (meanwhile there are five employees at the front, which whatever, it just looks bad). Guy that helped was super nice and said they’d have to ship the watch off and I’d get it in 3-5 business days (this was a Wednesday). The following Wednesday I heard nothing so I called the store (which is incredibly difficult to get through to a real person) and they said they’d call within 48 hours. 48 hours later I called and the woman apologized and explained they’d call me the next Monday or Tuesday latest. That Tuesday rolled around and I still heard nothing (it’s been 13 days, 9 business days, at this point with zero follow up). I called Apple technical support and the guy was super friendly and called the store for me who told him they’d call me that night. An hour later that gentlemen called and kindly asked if they had called me yet (which the store hadn’t) before he left his office. He reassured me they’d call before they closed the store. At 8:30pm (30 minutes before they closed) I called yet again. They put me on hold to say it was ready and then they hung up the phone. I zooted over there and got there right before they closed (which I hate to be that guy but they certainly had that coming so that’s karma) and the greeters didn’t smile and were obviously annoyed I walked in late. Like everybody in these reviews, they sent me to the back bar where I waited twenty minutes to be seen (and it wasn’t busy at this time) while the greeters were staring and snickering at me. Whether they were talking about me or not, I felt so uncomfortable. The guy who brought me my watch thankfully saved the day because he was extraordinarily apologetic and empathetic. I wish I remembered his name because he was awesome. A lot of ups and downs with the experience but here’s the bottom line: it is inappropriate that I bought a $500+ piece of technology in a 30 day period for them to make me wait two weeks to replace it with zero follow up. Apple should take the technology, see what’s wrong with it, and if they are to replace it then the store should replace it immediately from their inventory and not make the customer drive there after two weeks to retrieve it. I don’t like writing negative reviews but I had to share this because it’s a hilarious joke to me

Carlee Deel

amazing service!! went to get a new phone took a while but it was worth the wait!! Charlie helped me with it. explained everything to me without making me feel stupid about. We even talked about our dogs which was amazing! loved the service I received.

Joshua Cruse

Everyone is always friendly, and Genius Bar service is great.

Andrew Wood

I ordered online and my order was prepared in a matter of hours for in store pickup. The staff was super helpful even though it was Black Friday and extremely crowded, and they helped me check out and be on my way in a matter of minutes.

Zandra Moten

The line was extremely long and I was somehow taken off the wait list but Nick (favors Peter Parker) was amazing!!!He was very helpful and knowledgeable about Apple products.

ddan8862

It was ok. I was disturbed that a guest drove 3 1/2 to be turned away. Need more than one store. I view this as a lack of consideration for people. Glad you take appointments and walk-ins. All sales people are nice.

Karthik Jayaram

Like any apple store. Candy for grown ups

Brennon Fitzgerald

I would like to say this was my worst experience ever at an Apple store. I had an IPhone 7 that had manufacturing problems. Apple told me to come in and get it fixed for free. On my appointment day, i had to wait in a very long line for to confirm that I was present for my appointment. The lady told me “well if you look at the time you’re 10 minutes late so that means you’ll have to wait 45 minutes to be helped.” I was there for a while before it was even time for my appointment. And when i said that she simply repeated herself showing she didn’t care. (Black lady, short cut, piercings) They took my phone for about a week promising a repaired phone. And when it was time for me to pick up the phone the guy just handed me the phone and walked away. Something told me to turn on the phone before i left the store. These guys fixed absolutely nothing on the phone and didn’t do anything to help me. Their only response was “there’s nothing I can do sorry, but you can purchase another phone”. They even took the replacement IPhone 6 away from me and i left the store empty handed and with multiple unanswered questions. Worst experience ever

Thomas Burgess

Who doesn't love the apple store? I've had a great customer experience every time I've stepped foot in this store. They operate at an efficiency that seems super human because this store is always packed to what would seem to be close to fire code. I just wish they'd open one closer to my house.

Dylan Hunt

Worst customer service. I asked the sales guy if he needed my number to call me. He said no just come back in a hour. So I came back and they said my appointment had been cancelled. In short apple sucks.

Judy Snead

Busy place. Went Sunday late evening. Not Apple user myself. Children have it. Apparently, best to have an appointment for warranty claim. Thought it would be a simple exchange for headphones covered under warranty. But they had to inspect headphones and test to make sure not working. I mean who would drive through traffic in this area to hunt for someone who works at the store only to wait if headphones don't work. I couldn't tell who worked there. Tags not worn or clearly displayed. No door greeter. No sign in station. I felt we were only approached because my teen had a earbud box in hand. No the teen was not stealing from you even though this mall where lot of affluent goes we can afford some earbuds but you need to make a product that lasts longer

John Vann

Good restaurants, lots of fancy stores, a bit more up scale than some of the other malls in the area

Collin Sandler

Employees are always so rude and entitled. Never had a good experience here

Johnny Utterback

genius bar is very knowledgeable, atmosphere in there is not the greatest

Tododeku is the True BNHA ship

Love the stores and its design

Robert Bianchi

Staff with no discipline and rude.

Shel lay

Great place to go for all of your Apple product needs. The store is always busy but the people who work there are very good at what they do and can all of your questions. Plus they offer training sessions for those who are new to the world of Apple.

Adam P

This place is ridiculous. Be prepared to waste hours of your time for the simplest thing. Of course we walked out angry because we spent two hours there and our problem wasn’t resolved. The technical specialist Daekwon was not very friendly and honestly all the staff there we spoke to were very unprofessional. It’s very surprising. You would think a company this big has great customer service. Wrong.

Seham Esraeil

Rude customer service award

Lyn McSwain

Great service the guy helped me out when he didn't have to. We need more people like this in the world. More kindness less BS...

Kirk Childers

Huge outdoor shopping mall. Be sure and remember where you parked.

Stephanie Jefferson

They were a great help

Olivia Akl

I came here in August to get my battery replaced in my MacBook Pro. They were fantastic. I made my appointment and showed up early. While waiting for my appointment, I sat at a table in the back and got to see people getting helped with a variety of issues. Everyone who works here seems so friendly, knowledgable, and professional. When the tech came out to help me, even though we knew my battery (at five years old) would have to be replaced, we ran a quick test as was the policy to see how my battery was performing. Once that was done, it was determined that the battery would have to be replaced, but, since I have a retina display, they had to replace my whole bottom shell (including the keyboard) so it was a little more expensive than the average. It was soooo worth it. I left the laptop with the store and got a call later where they told me they noticed the coating on my screen was coming off and they asked me if I'd like them to replace it free of charge, noting it would take another day or two to do it and I said yes please. Upon getting my laptop back, I noticed it was like a new computer. I was so happy with the service here.

Chris Sweeney

I went there to wipe an employees login code and was there for an hour and 15 minutes. They seem to pride themselves on not having enough people there to service you properly!

saranya m

Very responsible people

Tashawna Taylor

Very helpful staff! Quick service even on busy days

Robin Austin

Do not use this store They lie to their customers and do not stand behind their work, Had a battery replaced 9 months ago and the phone would not turn on again last week. Brought it to the store, they tested it and said it was not the battery their test says it will never turn on again. I insisted that they try changing the battery, they finally gave in and I waited over an hour for the guy to come back out and say they had replaced the battery and it did not work but they would not charge me for it. I left the store and took it to a IPHONE repair shop, he replaced the battery and it works fine. APPLE store was lying about replacing battery, just wanted money for a new phone. Do not trust them.

Matthew Johnson

Big Apple store compared to stores stuck in a shopping center or a Best Buy. Lots of helpful staff & products to demo! Not a bad experience at all maybe a little loud cause of so many people in there most of the time. 5 Stars ⭐

World Champion

Great mall.

Dave Martin

They lied to us three times. First they told us that they would repair or replace the well known and documented issue with the iphone7. Then they told us to come back in to pick up the repaired phone. Then they accused my son of tampering with the phone. Then they told us the phone didn't qualify for replacement and it would cost $350. We are replacing our five Apples for Androids and selling our Apple stock. You should too! (And never believe then.)

Stephanie Smigo

Love the way this mall is set up. It's an outdoor mall so there are a lot of nature elements that are beautiful.

David Barnett

I am not an Apple fan but accompanied a friend because his iPhone had become stuck in a loop while in the process of being updated. We were greeted promptly and asked to wait while someone would be around to assist. The second person …

Martin Carrington

Everything was easy to find

Patrick O'Brien

Long wait, but Charles was a genuinely helpful guy. He also didn't try to upsell me which is something I appreciate.

Mary Beth White-Comstock

I had an amazing experience at the Apple store in Short Pump. Amber was excellent in all ways - knowledge, friendly, helpful, patient, dedicated, respectful and a stellar example of what customer-oriented service should look like. She was also quick to give kudos to the support team backstage and Apple. When I left I felt I had a new friend and fancy phone.

Nathan KII Ngo

long wait time, take forever to get service

B C

This apple store is terrible. Techs are the best part of the store. The front staff walk around as if they are doing a favor by talking to you. Different staff say different things. I was told I was out of warranty and almost made to buy a replacement phone when my phone was technically under warranty as I had required repair less than 3 months ago. One staff went on to suggest I was being reckless for not buying an apple care warranty. Went in with problems on a $1K iphone and $250 apple care warranty. Told it will take 4 days before they can book an appointment. Apple needs to improve their game. This is unacceptable given the amount of money they charge.

Linda Coleman

I had an older MacBook Air that was bulging and nonfunctional. The technician showed me that it only needed a new battery.

Noah F

Great store and great customer service.

1dayat atime

Giving it 4 stars only because of heavy traffic. Had to go to Apple Store where everyone was so busy but was still efficient and professional! Had to of been 50+ people in there! The staff treated me like I was the only one! Had to replace screen...had it insured so only had to pay $25! This store is 10 stars!!

jrbruce83

Make sure to make an appointment first if you are in need of technical help. I did not and was there for over an hour then the fix took 5 minutes. Wonderful staff and very knowledgable.

Nancy Robaina

Crowed. But there's something for everyone if you can get through traffic. Be careful driving, hotspot for accidents

Maxwell Nardi

Usually great. Always, always make an appointment ahead of time if you’re trying to get customer service or help with a product you bought. Lines to wait for help can sometimes get really long. But overall it’s a nice store and they usually are fairly helpful.

Elizabeth Judy

Trey was awesome to work with! Only bad thing is they couldn't get my android to the ios because they didn't have the right sim card.

Harrison Wilson

They really do try their best considering that they have their hands full at every moment of the day that they're open. Service isn't the quickest, but that's to be expected when you realize how many people are waiting alongside you. Apple does a good job of making sure there's enough eye candy that you can wander around and kill up to an hour while waiting for service without any issue.

Brittany R

I had a good experience, it took me making three trips to the store (one being I had to have the part ordered and return for pick up) but the problem was fixed. Everyone who helped me was kind and helpful. This store is extremely busy, if you have to visit do it before 12, after that there is so many people it’s super crowded.

Michael Rivers

Love shopping at the Apple store.

Bailey Moseley

It had nice green apples they are my favorite

Michael Reynolds

First time experience with any Apple Store. After reading the reviews from Google they claimed the store was busy… there is NO DOUBT, so I made an appointment for the Genius Bar after calling customer service. I arrived at the store on time and as expected it was slam packed (Thursday at 11:00)! Within maybe two minutes and the Apple employee contacted me jaded my description down in an iPad and asked me to have a seat. By 1110 I had a technician at my side talking through the problems I’m experiencing on my MacBook Pro. He looked at the computer for a few minutes determined that my hard drive was not being detected, but it up to the in-store network and within 15 minutes I was back up and running on an older operating system while still being able to retain my files associated with the back up. He made recommendations on how to improve the processes of my computer in the future if I so desired. Phenomenal experience, easily recommended (by appointment)

RICK MASTER

The attention they give you is excellent and they help you with any problem. Many thanks to Christ for the help given and his good attitude to serve customers

Rather LiveInKeyWest

Good place to go if you have an iPhone and need help. But, because there are so many people with iPhone that need help, the time to schedule an appointment can vary and wait times can be very long. Good luck.

Brandy Gordon

Quick, easy and nice staff.

P Chandresh Gandhi

Very nice store with very well displayed models and staff very friendly and helpful

Remya Vinodh

Good showroom. The associates are so helpful and kind. Helped us to get our favorite phone :) Good ambience inside the showroom.

Jessica Nosse

The displays are nice but you really do need an appointment to be seen by anyone here. I went in to purchase a new iPad and no one paid me any mind. I get it, but at least have a check in process for the walk ins.

Michelle

This store is awful! They will charge you too much to repair a phone to justify paying their so-called specialist 20/hour. I know for a fact half of their employees are on drugs or sell drugs based on their own employees telling me such. This will explain why they are always incompetent, lazy, and dizzy. I hate that store!

nagesh gs

Very crowded, staff usually busy and less helpful! But has Display of all the new gadgets.

Gray Corbett

So many knowledgeable people here who can assist with my problems of not remembering my passwords!

Jorge L

Called in made an appointment to update my IOS firmware because I don't have a PC and over the air update wasn't working on my phone. Went in on Saturday and it was extremely packed. Approached associated informed then I had an appointment then they checked me in and said they would be with me in a moment. I waited about 10 mins (understandable since it was packed) and then my phone was updated and I was in my way. Also during my wait I had 2 different associates approach me and ask if I needed help. 4/5 stars. Only recommendation is to have more chairs so ppl don't have to stand while they wait.

Shantanu Agarwal

Amazing place to gather all your dreams together, you’ll be damn tempted by seeing the clarity they provide for the products display!

Janet Withrow

It was very nice and all the stores were in conveniently close the employs at PINK were very nice and helped my granddaughter very much, the employs at Build a bear were very happy and cheerful and kept my youngest granddaughter' s happy mood in place keep up the good work!

Anthony Steele

Very helpful curtious and understanding to your needs solved my problem

kristin longest

Wow - I have never been treated more poorly than I was at the short pump apple store. I am a loyal apple customer and was spoken down to - unaware to the young, arrogant, ignorant customer representatives you have, I work in technology. I was refused service and was told I could not speak to a manager. Google and androids what’s up? Disgraceful

Jessica Seaver

Soooooo helpful! Responded quickly

Miguel M.

That look for a certain customer to target some staff is friendly others are just doing their job to go home

Cindy Trinca

All I can say is thank you!!! to Taylor and team in providing excellent service; especially at the end of a workday. Taylor is a go to staff member because of his patience, his willingness to help and share his expertise about the Beats headset issues and while getting the iPhone functionality back on track. Taylor, please know how much we appreciated your attentiveness, service, and humor.

Carlton Parham

I recommend this place to no one...because of the most disturbing behavior of some of the techs here I will never buy anything associated with apple products...I came here 3 different times with family members and the solution is the same ...buy a New apple product..

Anil Doppalapudi

We went to buy case for my wife's iPhone 11. I have my apple cash of about $16.00, I have requested him to use them, he initially asked me to purchase it through apple store app. when i was almost done checking out, he asked me to purchase it through from the machine he is carrying and I did. I thought he will be using apple cash and my card both, which i asked him to do it. that transaction did not included the apple cash i have, entire amount was deducted from my apple card, when i asked he said rudely.. 'Yes entire amount was deducted from your card. IF YOU DO NOT KNOW HOW TO HELP, DON'T. AND PLEASE DON'T TRY TO GET RID OF PEOPLE FROM THE STORE BY DOING WHAT WE ALREADY KNOW HOW TO.

Ann Marie

Nice place just a rip off I think. My daughter hasn't even had her phone a year and there were no replacement options other than me coming out of pocket $300 for a newer one after I just paid $600 for that one last year

Richard Robertson

Very courteous and efficient staff.

Jacob Taylor

I bought a brand new XS MAX had it for a few months, on a Friday night the phone just turned off. Phone wasn't dead, but I doubled checked and charged it for an hour, I know the cord was good because It was charging my iPad. Since there is only 1 Apple Store near me, 1 hr drive one way. made an appointment. Apple employee looked and went over my iPhone, told me since there is nothing looking damaged and its the new phone we have to send it to apple and we will give you a loaner. They give me a loaner to use while my brand new phone is being worked on. 1- Apple gives me a different model then I have which is fine, but at least provide me a case for the loaner since its a loaner not mine, or anything wrong with it I have to replace it. Apple store told me I could buy a case for their loaner phone. 2 - Since they gave me a different model, I don't have a case for that phone, if Apple gave me the same model, I could protect it I have a case. I have been using an iPhone and been an Apple custmoer ten years. I own a Mac laptop, iPads, I have 3 apple Tvs. First time in about 10 years I have been upset with Apple. Could have been Less painful process if Apple just switched my iPhone and they could go all the testing they need, now I have to drive to Apple again, one hour one way.

jKurnas

Took my laptop in for repair a while ago and handed them my charger as well. This was visit three, my laptop broke three times in the first year I owned it. When I got my laptop back, I was not handed my laptop charger cord. I told them I handed them a new one when I brought in the laptop. They went in the back room, handed me a charger cord that looked like it had been ran over by a semi going 90 on the interstate. It had a hole in it with exposed wires and was dirty. I hardly think this is acceptable customer service. I now have an ASUS that has not failed for over 4 years, once. Avoid this place. Avoid Apple. I tell this story to everyone who brings up 'worst customer service'. That's probably 50 people by now.

Fawn Ricciuti

Although the problem I had could not be solved here, the employees were helpful and informative. Overall I had a pleasant experience here.

Jesse Huckins

5/24/19 Lack of was told 40 minute wait No big deal.. hour and a half later . No big deal. Two hours later. No one really cares. Apparently you really need to sign up way in advance. Lesson learned. But no apologies from anyone in the store.

yolanda day

I am confident to say I will never buy again an Apple product unless I have no other option. I WILL NOT MAKE AN APPOINTMENT FOR THEM TO SEE MY PHONE.☹☹☹....W IS WRONG WITH YOU PEOPLE .

Christine Bradley

While the service was decent the long wait was ridiculous. I went with my daughter for her phone. I will never own an Iphone or anything else from Apple. I hate to waste time waiting around.

ميشو تعلب

I will never ever buying apple products again

Angelo Cipriano

Angela was with his friends that didn't deserve to be his friend my son loss is life these people did nothing nothing not even his own father humanity is horrible I've never forgive my son's friends from stealing from him especially when he wasn't breathing

Makene Paddy

A very popular apple outlet. Good customer service

Latisha McRae

I went in there with my son and the store was pack with people trying all the apple tech stuff they have some cool things.

Wendy Ealding

A very unpleasant experience. Store is totally chaotic, there is no system to find out/sign in to deal with your problem (unlike Verizon, where they have a greeter, log your problem and put you in a queue). Employees are only identified by black T-shirts with the Apple logo, no name badges. I was aggressively accosted by an individual (fat, dark hair, several days growth of beard and glasses, since you didn't have a name badge, I can't call you out by name but maybe the description will be enough) with "what do you want". It was a simple question about the on/off switch not working on the newly purchased iPhone 8 that I'd purchased elsewhere. First response was "why do you need to turn if off, you only need to turn it off once a week" - Duh, I still need to turn it off. Then demonstrated the problem only to be shown that he could get it work even if I couldn't. Turns out it was a problem with the waterproof case that I'd bought with it, interfering with my little old lady arthritic hands' ability to operate it. Was told it wasn't an Apple approved case and to go and look at the ones they had on display and someone would come over to me. Couldn't find an obvious replacement and after waiting 15 minutes, I walked out, never to return.

V. Todd Wheeler

First trip ever to an Apple store... took a friend from overseas who needed a repair or trade. I think when you attribute the word 'genius' to your employees the expectation is a bit high. One employee asked me what issues I had, and Igot stink eye for holding up my Samsung and asking for 2 more.

Garth Callaghan

Brought an iPhone 7 in for a screen replacement. It was perfect. However, we were told to come back at a specific time to pick it up. We arrived 15 min early and we're not even allowed to check in. We know the repair was finished and ready because the Apple watch connected to the phone started receiving texts and other notifications. Even after we checked in we waited another 15 min to receive the phone back.

Dan

I'm curious as to whether Apple makes this experience awful on purpose for some business reason. Made an appointment to get a laptop sent for repair. What actually happened is I made an appointment to sit in a queue with roughly 40 other people. I understand that no one person is ever obligated to speak to me in general but all 6 employees I interacted with were visibly irritated that I walked into their space and were more interested in staring at the devices in their hand than talking to anyone. Soul crushing experience all around. I should have seen it coming, the hardware Apple peddles matches this experience.

Himi Jim

Place has lots of gizmos and gadgets...

Sid Williams

The representatives are always great to interact with but beware that the wait time is long, even with an appointment. Store is always packed but once its finally your go its a pleasant experience.

Arvin Lopez

People think this place is a hang out and customer service is terrible.

Ed Harper

Incredibly friendly and knowledgeable staff. Even when they are busy they make sure you feel welcomed and know they are there to help as soon as they can. Always a good choice for anything Apple!

Darryl Ingersoll

My iPhone 10 crashed and completely died. I was driving through Richmond on vacation when the phone crapped out. I walked in hoping for some help. The check in manager told me it would be 4 to 5 hours before he could have someone look at it. I explained I was traveling on vacation with my family and there was no way I could sit there for 4 to 5 hours. He clearly could not care less what my circumstances were. His solution to me was for me to go somewhere else and hope for better. When you pay $1200 for a phone you expect better service and a staff that at least tries to find a way to help their customers. Apple customer service has fallen so badly, not like the old days.

Sparkle Vaughan

Was transferred to the store and they hung up on me. I had to wait 30 minutes to be transferred again for someone to hang up again!

Wayne Moe

Very good. Make appointment first or you will wait forever. With appointment, it only took a few minutes to resolve issue. Employees very knowledgeable and friendly.

Miles Anthony

My experience overall was good! Just disappointed when I decided on the color for new Nike apple watch series 4. It was now not in stock... oh well

MadeinBrooklyn 77

Staff was helpful and friendly. My iPhone battery was replaced in less than 2 hours. I recommend making an appointment to avoid long wait times.

Claudia C

EXCELLENT in-store service! (the on-line and phone trees however, SUCKED).

Roger Knudtson

Up selling instead of Fixing is a Rip-off, doing away with my Apple!

Em Martin

My Apple phone broke. Went to the store and was advised it WAS NOT SOMETHING they could handle on a walk in basis, but needed to have make a schedule. Today is Sunday and the next available appointment is Thursday. The Apple CARE plan is a joke. I’m going to Android. I’m keeping the appointment to replace the phone and will get rid of it. Customer service sucks for the price of these products. Anyone else notice how Apple isn’t selling as well as their projected goals? Shareholders should take notice of this. #applestoressuckhairydonkeyballs

rvagourmet

Always crowded with great customer service. I do recommend making an appointment for the Genius Bar instead of dropping in. They offer many demo units of the hottest Apple products in a friendly, welcoming environment. We are lucky to have an Apple store here.

S GO

I have been to the store twice and both time had a bad experience. The first time I was asking questions about the iPad Pro and the Apple guy had to keep googling my questions because he did not know the answers. Then when I was picking out cases they did not even have one in stock. The second time I went I had a technical question and they told me support questions are by appointment only and they don’t have any appointment today. Try again another day. They were rude and condescending!

Michelle H

I have always been overwhelmed by the chaos at this store, but, after today, I will never spend money here again. My iPhone 7+ has a known product defect, commonly referred to as "loop disease." The geniuses and manager refused to help beyond giving a robotic (and condescending) recitation of Apple's policy. Even though this is a known defect due to Apple's increasingly poor quality control, they will only repair/replace it if you pay $329 (it costs $125 to get repaired by specialists). From online forums, it is easy to see that friendlier employees of other Apple stores have taken care of their customers and done this for free, as they should. The phone is less than 2 years old and cost me nearly $1000. I am very careful with it, and it should work. I was shocked by the lack of empathy for customer problems, utter indifference towards customer satisfaction (esp. loyal customers who spend thousands of dollars on Apple products), and the employees' disempowered priority of Apple policy over customer service. I was especially frustrated by the argumentative and unhelpful attitude of the manager (Dan B). If you must continue to buy Apple products (I get it; it will be painful for me to switch over, but this is the final straw), please give your business to a location that cares about you. There are several spots like Experimac and CapitolMac, and you can always order online.

Andy Trinh

I have had multiple bad experiences with this store. First, my Apple Watch had an issue and it took them 30 min just to figure out my chord was bad. They took my watch away, making me think they were doing actual work on it. My second bad experience was when I called to schedule an appointment. I had the appointment scheduled, then when I get there they said I was not scheduled.... To their credit, they sort of helped me anyways (not really). I wanted to wipe out my mac and the guy deleted all my info like I had asked (to his credit), but then when I asked him how to reinstall the software and to verify that everything was deleted off my computer, he refused to answer more questions and blew me off. He also failed to mention, when you set up "Find My Mac" you have to delete that device you are restoring from iCloud. I went to Best Buy after and the guy at the Genious Bar helped me an actually explained it all to me step by step. It took 2 min... would have taken the Apple guy only 2 min but he refused to help me.....

Andre Johnson

I get it , I’m not the only one with an I-phone. However, Apple customers are treated like cattle. They herd you into the store just to inform you that you need an appointment, then dismiss you with a nod to come back in a week for the scheduled appointment. The world is truly upside down when you wait for your turn to make an appointment to replace a battery Apple knew was defective and pay them $30 happily because it’s a discount off the $79 normal price. On my third and final visit with Apple’s delightful team, they offered with a smile to fix my “ frozen” touch screen for $160 with authentic Apple parts! I decided instead to go home and uninstall one of their many (4) defective software updates and you guessed correctly, it fixed my issue for free. Integrity and Apple share little in common , except an “E”. Mr. Fix is now in Short Pump! Oh and I scheduled a “ call back” appointment to complain.. on the appointed day , it rings when you pick up , transfers call, rings again, transfers calls , rings again .... I hang up. Did I mention Mr. Fix is now in Short Pump?

Majdi Gabsi

I had my screen replaced for my iPhone X ,phone fell in the water for less then 10 seconds and the phone went bad . 279$ plus taxes and warranty is only 30 days .better to take it to other stores in future for this poor quality and unprofessional installation . *2 years ,I updated my iPhone to the iOS 11 at that time and my the microphone stoped working .i google it and it turn to be a defect in those models .Apple in Uk replaced all iPhone that had these issues because they *had a defect in the mother board . Now I ordered the iPhone 11pro and won’t even consider having apple care on it ,I don’t feel safe taking my apple products to the apple store and specially it’s the only store in Richmond va. *i contacted the apple support to get inquire and also ,same low level of expertise and knowledge . There is more competent products that’s taking the lead ,very considering it .

Amy Davis

Did not go in there

Elisabeth Hodges-Johnson

Had trouble recovering important information in an app, & my phone needed to be reset. Kevin knew exactly what to do & guided me through the process quite quickly. He was very knowledgable, focused, & efficient. Hardly any wait time (a Tues. night—after dinner). Left feeling relieved & happy.

Joe Daff

Nice place but own an Android.

Sidi Kleib

The service was very good and quick

Nikki Arthur

Disappointing. Needed help unlocking a phone and retrieving info for a deceased person but, it was against company policy. The staff was compassionate and helpful, but their hands were tied.

Mike Winters

People nice but 3 hours later still no resoloution to a known issue with i phone 6 model we have.

Jon Matlock

Went in to buy a replacement charging cord. I found the one I needed, and began to look around to see where I needed to go to pay for it. There's no payment counter...so I figured I had to chase down an associate to pay. After finally finding an available associate, I let him know that I want to purchase the charging cord and that I wanted to pay with my card. He then proceeds to lecture me about all the benefits of Apple pay (about a 2-3 minute spiel), and I finally have to cut him off to say that I just want to pay for the charging cord. I'll go in to look at the gadgets, but it's a whole lot easier just to go to another store to buy some of the accessories.

Christoph Lindner

I wanted to get 3 iPads. After 30 min waiting I still had the same people on front of me. While some staff members where just hanging out and talking. Ridiculous

Teja

I got apple watch 4 yesterday morning, i never had apple watch before and i was trying to learn how apple watch works mainly on the new health features and health app. He was trying to sell me watch and get rid me off me . The way he behaved was totally not good. I spend 500 $ on apple watch apple 4 but customer service is not really good. I'm not going to buy any more products from that store.

Anthony Miles Sr.

Apple store associatw put your name in the que wasn't all that friendly

Priscila Camilo

What's the stupid appointment for? You set it up, make sure to get here on time, to be sent to the back of the store after checking in with one of the front guys and wait until God knows when. After 20 minutes past my appt time, I went back …

Frankie Price

COULD NOT GET ANY HELP WALKED OUT

satheesh kumar

I really love for all the support and i got all the support when i needed when my phone is not working....

Storm-Ashleigh Willis

I went to the apple store today with my husband to purchase a MacBook Air. We had Taylor as the employee assigned to us. He was AWESOME! Not only did he make the whole process easy, but he was just a great guy. He was very informative, friendly, and funny. We would definitely want him to help us again on future purchases. Rock on Taylor, and thank you!

Frivia

The “Genius Bar” at apple is a scam. Don’t listen to them when they say “this isn’t repairable/it has water damage. Most apple stores say this to avoid repairing things that third party stores are capable of. This is a scam to get customers to buy new products. TAKE BROKEN PRODUCTS TO THIRD PARTY REPAIR STORES TO AVOID BUYING NEW PRODUCTS UNNECESSARILY!!!!

paul seal

Were not busy, but I see you have no appointment (I came in at 10:01 when they opened). We will text you in half an hour when you're ready. I waited over an hour when I was told it would be 30 minutes. I gave an extra star because when I actually got taken back my issue was resolved and recognized as fault of an Apple update that killed my phone's audio card.

Jared Campbell

Literally never answer the phone.

Mattie Phillips

Absolutely terrible. My Apple Watch series three exploded on my wrist after only having it for TWO MONTHS resulting in injury. I told them on three separate occasions the detail of the incident and it was dismissed every time, saying that warranty doesn’t cover it since the display had a crack. Never seen so much disrespect for their customers. I used to be a loyal apple user. Not anymore. I’m not investing any more money into this company if they aren’t willing to own up to their technical malfunctions.

Kayla Evatt

I love Apple’s customer service. It blows me away. My laptop broke and I had to reschedule an appointment to get it looked at twice. The people I talked to over the phone and live chat on 3 different occasions were patient, personable, and understanding. When I went to Short Pump on Wednesday, I came 15 minutes early for my appointment and didn’t wait long for someone to take a look at my MacBook Air. The guy who ran the diagnostics for my laptop was quick at finding a solution and really helpful. We decided to send my computer off for repair and I was expecting to have it in 5-10 days; however, it’s two days later and I unexpectedly received it in the mail 10 minutes ago. Not even 48 hours later. Everything is fixed. They were so fast and I am excited to have my computer back. Thank you thank you thank you!!

William Berry

Nice and friendly staff . They help me with my problem .

catharine harrison

What can I say, it’s a shopping mall!!

Rahmatullah Zaki

I been there to replace my iphone xr actually I returned two of them because one had issued with loudspeakers and another one had battery issued, when I went there to replace it took too long and said wait for technician even it isn't busy but I don't know why wait people I hope someday read my comment and take actions for better improvements.

skydiverpr pr

Worst customer service experience. I went at 8:40pm to upgrade my phone to an iPhone 11 pro and the attendant got my name written on the iPad and told me to wait in the table where the phones are located and that I will be taken care. After waiting to 9:05pm, another attendant assumed that I was doing an “update to my phone” (something that I can do easily at home). I clarified that I was there for an upgrade and I previously registered with an attendant to do it. At that moment I was told us that upgrade will not be possible because store was closed. There is no organization and care to keep customer happy. Somewhere I heard “customer is always right”. This is not Apple’s way of business at Short Pump, VA location.

Jeff Hula

Best experience I have had for service retail in a long time. I had a problem with an old phone. I was approached rapidly and got my issue resolved as quickly as anyone could expect. Knowledgeable staff, thank you Apple Store Richmond, VA

Robert Walston

This place is not for me and it took over an HR to get a phone diagnosed.

Christian Emery

This location feels like grand central station in terms of how busy it is day to day. However, the service is always exceptional. The store team works hard to make things right and take care of each customer to their best ability. They can handle repairs at the location. Always best to make an appointment.

Mike Godzwa

I used to love going to the Apple Store. It was a chance to check out the new gadgets or be impressed with excellent customer service. It's not that way anymore. I came in for an 11:30am Genius Bar appointment and immediately hit the bottleneck: there was one person to check in a half dozen customers. Lots of other Apple employees available in the store, but no one came over to help, just a continued apology from the overworked host. Of course, there's no line either, so there are people coming at him from all directions. He needs to keep track of who's next. After running the check-in gauntlet, I was asked to have a seat at the long table. It didn't look too busy, and I had an appointment, so I thought I'd be seen right away. Nope. I waited, and waited. Soon I was seeing those who came in after me being taken care of. After waiting 25 minutes with no explanation, I grabbed a genius to see what the hold up might be. I was then informed that there was one other person still in front of me and because I had a MacBook issue there were only a few people available. It would have been nice to have been told at check in or even through a text or email that there was a delay, but no info had been given. After finally being seen 10 minutes later, I was told that I couldn't be helped with a part that has a known issue because it hadn't failed within the specified time frame. My only recourse was a $500 repair. Needless to say I was disappointed. In years past I feel like this situation would have been handled at the company's cost or at a significant discount. I was a big fan of Apple's desire to make things right and stand out from the rest of the electronics manufacturers. Doesn't seem like this is the case any longer.

Shannon Taylor

Went in to find out why my screen was being overly sensitive. The tech (sorry I can’t remember his name) was great and quickly went through a diagnostic test and experienced the same issues that I did. He told me that they would need to replace the screen and I should be good to go. Came back at my scheduled time and met with Sophia. Sophia and the tech went over and above to make sure that I was satisfied and even helped me get more storage to back my phone up. My phone had not been backed up in a year and she was patient enough to assist others but never let me feel neglected while we waited. The ONLY reason that I did not give the store 5 stars is because I had to wait about 30 min past my scheduled time. I highly recommend making an appointment even though they take walk ins.

Denise Dodge

Shocking - I've been a loyal Apple customer since the 80's. About 30 days ago I purchased a magic keyboard. Today I was considering upgrading to a new iMac which includes a magic keyboard. Their return policy is limited to 14 days. I found it quite shocking to discover they would not allow an exception and permit a return of the same keyboard that will come with the iMac. Is Apple that cocky and confident that they don't think they can lose a customer over such a limited vision of customer satisfaction.

Chelsea Grandinetti

Amazing and beautiful outdoor mall! Also very clean. Parking can be a nightmare on a Friday night

Jeff Carroll

I have visited the Short Pump Town Center Apple Store twice for different technical issues. Both times the issue failed to be resolved. Indeed, most recently the "genius" helping me didn't even take the time to run the second diagnostic because "something was wrong with THEIR network"). The staff were far from "geniuses" ("Apple Imbeciles" has a nice ring to it) and offered service that was far from timely (I was not assisted until 15 minutes after my reservation in both instances). Given that the issue was that my speaker shorted out (due to no fault of my own) after less than a year of use, I am currently rethinking my commitment to Apple products. And am certainly rethinking my traveling over an hour to the Short Pump Apple Store ever again!

Lemika

Great place to shop around, outdoor mall for ages 1 to 99!

Robert Rivers

The customer service I received at this Apple Store was excellent. The young man who assisted me went beyond the call of duty to make sure I knew where to find the correct cover for my Ipad. My name is Robert Rivers and I was in the store about 2:15 PM on Nov 1, 2018

O

This place is a joke! The “ genius” bar consists of a bunch of idiots who don’t even know how to operate the devices they are supposed to fix. One of them deleted everything on my device to fix it and he couldn’t even turn it back on and instead of apologizing he said the device was broken! No, it was working fine but it was not taking screenshots and that was the only problem. Then when I said I needed the phone today he stared at my face without offering any solutions and said he needs to attend other customers. Hey “genius” you haven’t solved my problem yet! Why are you acting like you are doing me a favor? Just do your job, nobody is asking for more. Everytime I need customer service from Apple I hate it even more and I can tell you that that was my last purchase of an Apple product. They have a lot to learn from Amazon. Oh by the way they are intentionally making people wait so it looks crowded inside because you can always see a bunch of those geniuses just stand there do nothing.

Mehil Girgis

My wife IPhone new for almost two months suddenly stop charging and had little crack on the screen we went their they can't fix the charging problems and to replace it we have to pay $169 We asked to repair the charging problem And to keep the phone they refused Rude customer service

Betty Grissom

Do NOT like Apple products. Prefer an android any day.

Loren Scharver

closest apple store so it's good but it's always cray busy and annoying. very helpful though, but make an appointment

Roth Carroll

Two things. First great customer service from apple call center always. Second, not from this store.... what is the point of an appointment and getting back there early and you have to wait for over half a hour after your appointment time before you’re helped? This is not good customer service. Someone with an appointment she be priority before a walk-in no matter how long the walk in has been waiting.

Wendell Mahan

I needed my iPhone’s camera repaired. The service was prompt and efficient! Everyone I spoke with was courteous and polite. When I received my phone back from repair, I noticed it didn’t have the screen protector. When I asked about it, an associate told me “we are not responsible for a third party’s product.” I immediately asked to speak with the manager. I had an opportunity to speak with Brandon, who also told me they were not responsible for third party products; however, since we broke the screen protector in process of fixing the phone, I will make it right. I must admit, I was not my usual and customary pleasant self after this unusual occurrence but Brandon brought me back around with his excellent customer care! Additionally, Adrianna, a tech at the store assist me with putting on the new screen protector, and I would be remiss if I didn’t say she is awesome at customer service and help to uplift my spirit! With gratitude l, WAM

Crowned by Jackie

Just left this store and this is truly the worst apple store that I’ve ever visited. Jonn claims he’s the ONLY person in that store that can help me. This man kept following me even when I started 2 other employees to help he. I told him that he was too aggressive as an employee and he just kept talking and following me. I eventually walked out because I refuse to be provoked.

Yvonne Taylor

Great service

ebony crumm

The guy that help us was named Josh and he was awesome!! Go Josh!!

Cindy

They got everything you would want but very high on there price's.

Paegan Thatcher

Thanks goes to Kenny and Ross. My first interaction with Apple was terrible two days ago, but after today, I have renewed faith not just in the competence of the employees, but also the kindness and professionalism. If I didn't get my work iPad up and going, I think I would have lost my mind today, but they both helped me and solved my problem in minimal time, and both with with great attitudes. I will never go to any other Apple store. Thank you!