I had the misfortune to be supposedly helped, more like hindered, by a store manager named Amy. This poor lady had no clue of Apple's business policies and actually gave me erroneous information. She also made me a 'fake' appointment at the genius bar only to be told two minutes later she made a mistake and that appointment slot was no longer available. What store manager doesn't understand their own store's policies or even basic customer service? So sad, I hope Amy gets the proper training she needs in order to do her job effectively or gets a job she understands how to do. read more

I think it's time to switch my phone brands! My phone doesn't last more than 30 minutes and there is nothing they will do for me until 2 weeks later. They have no solutions for loyal customers to help resolve the issue so they are not without their phones. read more

Store is fine. Always full/busy, even on a weekday morning, which as a stock owner I LOVE. Good place to test drive the look and feel of new stuff about a week or so after it is released; I usually buy from apple.com when I get to the point of wanting something, but maybe half the time will drop by to 'test drive' the ergonomics of something here. The store itself is neither good nor bad; it's a store. Looking forward to the new successor notebook to the Macbook Pro. I'm sure in 5 or 10 years I will look back at this review and say 'that old thing?' read more

Worst customer service I've ever had. Needed to have my phone looked at and they wouldn't help me, saying I needed to wait 7 days for an appointment. Thanks. No phone for a week and probably never buying from Apple again. Find another Apple store, don't go to this one. read more

I'm a first time Apple user & started off with an iPad2. I highly recommend the free training group sessions for hands-on experience. As a "baby boomer" I definitely would recommend asking for Devin as the trainer. Though a youngster, he taught patiently to 3 "Baby Boomer" women. He was super friendly, not at all intimidating, & jovial. Kudos to him, he's a definite asset to the store. read more

I love Apple computers and I think their stores generally have a very cool vibe to them, but this store has frustrated me to no end with repair problems on my iMac and a disorganized management not returning calls. I wish there was another Apple store close to me. read more

i called the store and waited on hold for 13 minutes before someone answered. I asked the guy if they gave credit for iPods, he put me on hold to find out. 5 minutes later he comes back and says yes they do. The natural follow up question is ok how much? He said oh um let me find out. And then he hung up on me....now I'm calling back and am still on hold now for 10 minutes so far still waiting for someone to pick up....very annoying. read more

I visited the Annapolis Apple Store over a week ago (PRIOR TO 09/25 - for reference which will be explained, below), and I had been told that the wait to get my old laptop fixed would be 5-6 hours. I decided that I should just buy a new laptop (as mine was pushing 3 years) at which point I was told that it would be another hour. As I was nearing the end of my lunch break, I had to return to work (where I did not leave until after the Apple Store closed). Subsequently, I bought a new MacBook Pro 13" at the Apple Store in Georgetown that following weekend. Less than 48 hours after setting up my laptop, there was no charge and the computer would not turn on. Because I work in Annapolis, I returned to the Annapolis Apple Store, only to need to get another new laptop (which mean redownloading my programs and files all over again), PLUS I had to pay the difference in state sales tax, as well as only get a $50 education discount as I was told the education promo I had previously inquired about had ended on 09/25. I had tears and left in bewilderment with a new laptop and more money out-of-pocket. As a full-time college student (at night) and full-time employee (during the day), I feel drained, disregarded, and wronged in so many ways. I am distraught and disappointed that after all of that, I had to pay more for the same laptop I had already purchased as well as lose time at work and still no education promo - which was all I had wanted when I first went. I was told that 'I should have bought online, then'. What service is this? read more

This store is completely useless. After my husband and I wasted two hours waiting to pick up an iPhone we had ordered online, and scheduled a pickup time for, we asked for a cancellation. It was clear that we would be waiting much longer and did not have the time to waste, nor did we want to deal with a store that had treated us badly. We went to the local Verizon store, after verifying that the appropriate model was there. But , the Apple store had not completed the cancellation. So, we are locked out by Apple and cannot buy an iPhone elsewhere. Although the order now shows as being cancelled, we have no reason to believe this to be true. We have not seen a refund. This is astonishingly bad procedure. WHen informed of the problem, the manager at the Apple store offered no help or sympathy. read more

Recently, I have visited the Apple Store in Annapolis Mall. The experience was overall extremely dissatisfied. The store was indirectly racial profiling customers. I had an appointment and waited for over 30 mins without any assistance. None of Apple Store staff members acknowledge me while waiting to be assisted. I highly recommend for the entire Annapolis Apple Store staff to be re-train regarding cultural diversity and customer service. I refused to re-visit this store in the near future. read more

A month ago they allegedly replaced my iPhone 7 battery that was overheating - NOT! Then told me to get an iPhone 8 to solve the issue- now iPhone 8 hot too- think it's the crappy iOS ?? read more

Simple warranty issues will probably be fine, but be prepared for a long drawn out experience if you have anything more than the norm. I was tossed around the store for about 2 hours (I had an appointment) to finally be told my product was fine (after the manager said it had an issue, but he already "left for the day"). I called Apple later and they took care of the problem over the phone in 20 minutes! I have had great service at all of the other Apple stores I've been to. Sadly, this location is not one of them and I'm pretty sure the management is to blame! read more

What makes Apple think that they can ruin your phone by releasing an update the makes your accessories stop working and your phone lock up until you buy another one? HOW DO THEY GET AWAY WITH IT? read more

employees had a HUGE attitude. After purchasing over 30 different Apple products, I will try to avoid Apple products in the future.

This was my worst shopping experience in recent memory. First the person that was assigned to me obviously didn't want to do anything, very short with me. Since I shopped first online I had a good idea of what I wanted, good thing because this person had no clue. After trying to shove the most expensive watch in my face the attitude got worse when I said I did not want the stainless steel version. After entering what I wound up picking myself I was pointed at a table and told to sit here and wait, someone will help you set it up. After 5 or 10 minutes and nobody helping I decided to try it myself even though I have never owned a smart watch. I did see other salespeople help their customers, and the help people did go to others that sat after me and help. I drove over an hour from southern Maryland to go to the store figuring I would get better help there, wrong. The Apple product I like, hopefully I will never had need to set foot in an Apple store again. I am a 60+ year old, maybe it was age discrimination, looking at other reviews maybe it was more poor management. read more

I got there at about 1:15, the sign in tech greeted me and told me there was a 30 minute wait. I was welcome to look around or go shopping in the mall they would text me. I was texted in about 20 minutes. Again greeted and told where to wait for my tech. Jessy came over and ran a diagnostic my iPad Air and said he could not see anything wrong with my battery. We decided to erase the iPad to see if there was a problem. He then left to go help another tech saying he would be back to check on me. I never saw him again. About 3:00 another tech, I didn't get his name, stopped by to see what was going on. I told him I didn't know and I felt abandoned. I iPad had stopped restarting and said it was going to take another 3 hours to finish. He got me to a spot where I could finish it at home. He said he would call to make sure everything went okay. I never heard from then. Again Apple not being very user friendly. It will be a long time if ever that I go to Apple for help. read more

I have never been do disrespected at any Apple store as I was at this location. Total disregard for appointment times and the meaning of customer service I was told Jen is the store manager. Well she and her crew need to have a meeting ASAP about customer service, respectful tones and demeanor. They are Apple employees, not DemiGods! read more

apple stores completely overwhelm me. completely. and that makes me sort of sad b/c i used to work for apple, years ago, and i really loved it. it's was probably my favorite job. (eeks...i hope that doesn't disqualify me from writing this review. it's was YEARS ago. i'm talking, in the 90's. when email was still new and exiting. when most people didn't know what IMing was. when no one had websites b/c even the internet was still new-ish to most people. before the ipod was even a twinkle in some engineer's eye. so long ago that my first office computer there had a black and white screen - no color!!! YEARS ago.) i was in office administration and almost never went to the apple store on campus/@ HQ. (retail? oh nooooo...we don't deal with the retail employees. that a whole separate division. *shudder*). i had no idea what they were really about, other than just a place to buy a mac, TBH. shame on me. after i left apple, california, and the 90's, i started to notice it more and more. the computers in my kid's school were all macs. the art/graphics/design departments at any job i had after apple were always on mac platforms even when the rest of the company was on PCs. the apple commercials were pretty cool/funny. and i really did hate working on a PC after those years on macs. (control key...what? is that the same as the command key? WTH is a C/D/E/F drive? huh?!) i thought maybe i ought to check it out from the customer side. that might've been a good idea, if it hadn't been in the middle of the holiday shopping rush, in a big city. what a NIGHTMARE. i've never walked out of a store so quickly in my life. the next time i tried an apple store, i was back in california for a visit, but in LA (land of the fake...i was gonna say boobs, but well, almost everything). the person i was with needed to get something for his mac, so i tagged along to give an apple store another shot. i was not impressed. it looked like a club with all the flashing lights and people posing everywhere. the store employees weren't necessarily posing, but they sure were distracted by the customers who were! yeah, yeah, i know it was LA, but i felt like i was at a casting call or in a bad SNL skit. blech. i guess 3rd time really was a charm in my hunt for the feel-good apple store experience, b/c i finally got it at the annapolis apple store in maryland. yay! it is a little busier than other ones even on what you'd expect to be a slower day, but that's b/c it's in a mall and lots people just go in to poke around or play with the iphones, ipods, etc. i went in with a list longer than santa's of questions about macs and ipod accesories. i was waited on by a young but very capable and friendly college kid who was very knowledgable and patient. there were only a couple of things he didn't know, and he wasn't shy about consulting his colleagues to get me an answer when that occured. he even discouraged me from buying that day b/c he said, based on our conversation, that i should figure out a few more things (which he listed and explained for me) WRT my needs of a new computer before making the investment. he won me over with that one. all in all, it was a good experience. the stores - all of them - still overwhelm me though. i'm not tech-phobic or anything like that, but IDK...maybe it's something with the layout or lighting. why must they be so very bright? and all those screens and buttons and gadgets. i know, i know, it's what they sell. but it's just so much. i always feel like i'm in a cross b/w a doctor's office and a spaceship control console. read more

Went into the store after I spilled water on my MacBook Pro. They weren't able to power it back on but provided a recommendation on where to go for data recovery and estimated cost for repairs. Even though the laptop couldn't be immediately fixed, the staff was extremely helpful and friendly. read more

Abby at the Apple Store in Westfield Shopping Center Annapolis, MD was extremely helpful. Rather than me having to wait for an appointment at the genius bar she helped me diagnose my issue to be a dead battery for my 2007 black MacBook. She immediately resolved this and saved me hours. This was the first time I have ever had to replace the battery in its 7 years of life, which says a lot about apple products. While there I asked for assistance in backing up my Iphone 4 to my icloud and setting up my recently purchased Iphone 6. Staff is so friendly, but none more than Abby. She is a prime example of exceptional customer service! read more

I took my Beat headphones to the genius bar to be looked at. Ultimately they had to send it out to be looked at or replaced. Fine. I went to pick up my replacement headphones a week later, and when they gave them to me I realized my cord was missing--the cord I had given to the rep who initially managed my request. I told the rep who gave me the replacements that I also gave the rep a week ago my auxiliary cord. His response "it's policy not to take the cords". I told him "well the rep who helped me a week ago took my cord, so what do I do? I can't use these without a cord". He proceed to explain the policy, and I kept explaining that the person who helped me the week prior took it. We did this dance for a couple of minutes before I said "so I understand that it's not policy to take the cord, you've said that a few times. I get it. So what we need to do is figure out a solution to this". He instructed me to buy a new cord from some place or call support because they don't have cords in the store. After that I simply took my headphones and walked out. I should not have to buy a new cord because your ASSOCIATES don't know the policy and now I'm out of a $30 cord. Here's the deal. It;s not my job to know the store's policy. It's your associates who need to know the policy. Had I known this policy, I would have taken my cord with me. Secondly train (and re-train) your employees on store policies! I tried to avoid going to Apple stores at all costs and this one of the reasons--poor customer service. They guy who checked me out didn't even bother to see if my cord was hanging around. He just kept repeating the policy until I specfically asked for a solution. I ended up calling support and they are sending a new cord in 5-7 days. read more

Apple released a new update. Today my phone lost service. It stated that I needed to update my software to restore service to my cellphone. I contacted Verizon who notified me that this issue was due to a recall that Apple issued. I was transferred to Apple and they stated that my only option was to send it in and be without a phone for over a week since I am not located near a store. Seriously? Who can be without a phone for that long on a business account. I am not at fault here. This is not a reflection of anything that I did but the issue was within YOUR company. YOU caused this issue and not the consumer. No one who runs a business can be without a cell phone for over a week and the fact you think this is logical speaks HIGHLY about your customer service. This is why apples reputation is going down hill. Your products have nothing to do with it but it's simply the reflection your customer service skills are giving. You need to handle your recalls a little bit better. read more

I made an appointment at the Genius bar for 2:50pm. I gave myself 30 mins extra to get to the mall. (I live in Pasadena, MD) It starts raining out like its monsoon season. It takes me a little bit longer to get to the mall. NP right I left myself 30 extra mins. I get to the mall and circle the parking lot for 20mins. Not looking for a close spot ANYTHING will do. I find a spot across the street at Jared jeweler. It takes me 8mins to walk from my parking spot and trudge though Macy's. I walk into the store at 2:59pm. I get to the apple store and the lady tells me "sorry your 10 mins late for your apt after 10mins you loose your apt" ARE YOU F&*king kidding me. I talk to a manger and was still unrelenting. APPLE policy if you are 10 mins late you loose your apt. ( no where on my apple store reservation does it say if you are 10 mins late you loose your apt. If it had said that I would have RAN the store) So they tell me they have another apt in 40mins!!! All I was there for is a iPhone repair. It would have taken a few mins to intake my info and put the iPhone in Q to get fixed. NO they refused. I feel like the biggest looser for telling people how wonderful Apple is. I WILL NEVER EVER EVER shop at the Apple store again. I walked down to CPR and the man fixed my phone in an hour. read more

Well, I sure am impressed, and that doesn't happen often. I cracked the screen in my new iphone 4. I called the store at 2pm, and Candice was very helpful - she explained all of my options. I opted to set a genius appointment online for in-store service. There were 30 appointments available for the same day. I was there within an hour, David was there to help within 5 minutes of the appointed time. Not 15 minutes later, I walked out with a new (to me) phone and a smile on my face! Thanks David!! read more

Terrible service terrible attitude whoever taught the rep how to talk to people should go to jail. I went in to get my screen replaced after my phone slipped out of my pocket while I was bent over fixing my garage door and from about a foot up my brand new 950$ iPhone 6+ 128g screen cracked. I explained this to the rep and his response was that Apple doesnt claim that their phones are unbreakable. A smartass remark if I ever heard one. Next he went to check my phone something I've never seen before to see if it was bent and he explained to me that my phone was bent and it would possibly not be fixable and it would cost around 300$ to replace. I asked him how it was possible that it would be bent ever since I dr my phone a foot of the floor and broke the screen I got protective case so it wouldn't get worse. I'm positive that my phone came that way. He said that maybe next time I go to look for a phone I shou look for a phone claiming it was more durable. I've had every iPhone since the iPhone 3g and I can't believe that apple trains its employees to respond to there customers this way. read more

Great service initially, then the person I was working with was told by the apple staff to move to the front of the store. Someone else took took over talking to me...ugh and other Apple staff were standing around waiting to be told what to do. While I appreciate the store was busy, it felt that as soon as the purchase was made they weren't focused on helping you any more as the "table was too crowded". Kind of stressful-but I'll figure out the iPad upgrade on my own. Staff was great-seemed like management didn't get it. read more

If I could give a "0", I would. This store is the worst. It took me 7 hours and four visits to purchase a new phone. I purchased a phone on apple.com and selected in-store pick up. When i went to pick it up there was a problem with checkout. The Apple computer used at check out received a warning message from Verizon that they could not get past for me to complete my purchase. The Apple rep called Verizon and the Verizon rep said my account was fine and I was eligible for an upgrade. However, the warning message never went away therefore we could not complete my transaction. The Apple rep kept saying over and over during my 4 visits (i had to leave after two hours in the store and come back) that it was Verizon's fault, not Apples. Well, I was in the Apple Store and it was the Apple computer that wouldn't let me check out. The two companies systems weren't cooperating with eachother. While one of the manager's was compassionate even though she couldn't resolve the problem, others were dismissive and seemed like they cared less. The fourth time I went in and asked for the manager and the manager never came to assist me. I will never buy an iphone through Apple again. I will only buy from my carrier. The store was packed and there were customers sitting around waiting for assistance every time I went in. In the end, I bought the Iphone through Verizon since the Apple employees could never figure out what was preventing me from making a purchase. I wasted seven hours of my life in that store for a stupid phone. Never again!!! read more

I love my Iphone, but the store could use more people, I understand the high customer volume..but if it calls for it then have more people...I know theres more geeks in the world.. read more

I went to the Apple Store in Annapolis Mall because I called Apple ICare and I was told that going to the store would be the best place to get my phone fixed. I stay on the Eastern Shore and I drove all the way to Annapolis thinking that my phone was going to get fixed. I get there and the customer service is below what I expected. The place was packed and one of the staff told me that my phone will not be able to be serviced. He gave me nasty attitude and sent me on my way. I was not in the mood for drama. I called Apple ICare and got the problem taken care of. Let's just say that I will not be dealing with the Apple store in Annapolis Mall anymore in this lifetime. read more

Wow this store is great!!!! I don't know what the other people are talking about because I was thoroughly impressed with the efficiency and care each employee gave me. The Genius bar showed me a ton of new things about my iPhone and also got it up and running again. Also, anyone who goes into ANY store in the mall during the BUSIEST SHOPPING TIME OF THE YEAR is going to have a bad time... its the mall... during Christmas... get over it and learn to not procrastinate with your shopping. read more

Worst service that I have ever received. Went to the store to get a crack on my phone repaired and figure out why the phone wont hold a charge & they did not want to set up an appointment with me but gave me a card to set up my own appointment. Someone working the floor then asks me about my phone- I tell him I use it for work and he starts messing with my cloud. I now have NO contacts on my phone and no way to retrieve them. I called the manager just to get offered a free class to help me better understand how to back up my phone- which I would have not needed if I would have not visited this store. So now I have no contacts on my phone that I use for WORK and my screen is still cracked. I STILL have no appointment to get my phone fixed. read more

I have gone into this store several times and have always had good service. However, when the iPhone 6 was released and I arrived to pick up my pre-ordered phone I was blown away with the service I received.. Tim was my sales person and he was so friendly, accommodating and amazingly friendly with my 5 year old daughter that I hope to work with him every time I walk into the store. BUT he didn't do it alone, while my iCloud was transferring to my new phone he had 2 other reps make sure i was taken care of so he could work with another customer, I wish i remembered their names because they were great as well. I know this store is crowded and chaotic but they were more then prepared for this rush of people! read more

Wow. I actually want to compliment a young woman that works here. Her name is Tibet. I was hoping to get a survey sent to me but this time didn't get one(they are probably random). She has helped me more on my mac in a phone appointment than the geniuses have at the bar in the back in my mac appointments. She explained that she wasn't certified like they are on the mac before helping me but she said she would try to help the best she could and she most certainly did. I couldn't remember a password that was set on a login for my son and she reset that for me and took me through the steps which was pretty neat, I also put a library in my trash on mine on accident and she talked to me about that and I had a ton on things on my desktop so she gave me tips on how to organize to make the mac run more smoothly. For my phone it was cracked at the time in my appointment but went over many options with me and I ended up upgrading which unfortunately I did not get to do with her but she helped me get to the right person. I just to want to say that she is so kind, animated!! and really cares about her customers. She made me feel special and I hope Mr. Tim Cook knows how great he has it with this employee. I hope she never leaves, she is irreplaceable. read more

After I clicked 1 star I CRINGED I really wish I could give it 0 or more deserving negative stars! such a shame I have to at least click 1 star to write a review. this location is the worst, I can not believe this is a store operating for one of the top earning company out there now. it is a horrible representation of the Apple company. the staff was rude, they chatted and gossiped with each other about personal life more then anything else. the store is always crowded and a mess/dysfunctional. they were not helpful and couldn't even handle the issue. they didn't know what I was talking about when I used big words. they looked at me like I was crazy when I asked about a certain Apple term and told me "they had no idea what I was talking about" if you work at an Apple store for Apple I don't understand how you would not be well educated about the company or the product you are suppose to be representing. I have called corporate about my last ordeal, and I will be calling again once they are open Mon. morning. Count your lucky stars if you never have to go to this location! read more

Have only been to the store twice. The first was to buy an iphone. Which I had to stand around for somebody to talk to as I was switched from one staff member to another. The second was because part of my iphone stopped working. Waited around again for somebody to help me and then had to go see somebody else and make an appointment. Was told somebody just cancelled and it would be 40 minutes. Well then the lady didn't end up canceling and had to wait another 3 hours. So I go back and 3 hours and the guy tried a couple things to fix my phone and it did nothing except reset my phone. Was told the only way to fix it was to buy another one for $200.00 because I was 17 days over warranty. And the only way it would be covered was if I bought the extra warranty. Well when I bought the phone the kid told me the extra warranty was only only if I broke the phone it would be covered. Spoke to the service at Apple directly and the only thing that was done was "Im Sorry" and I am left with a broken phone. read more

made an appointment a week in advance at the Genius Bar to get my battery replaced - I get to the store and they have to run a "diagnostic" to make sure it's the battery despite the fact that I told them I can't go an hour without having to charge my phone. They run the diagnostic and, surprise, I need a new battery. Unfortunately for me, they don't have any batteries in stock and will need to order a new battery which will take a couple of days. Then I'll need to come back to actually get the battery replaced. I live over 30 minutes away and this is my nearest Apple Store. To drive all the way there for a 5 minute diagnostic test to be run and then be told I will need to come back in a few days to actually have it repaired is unacceptable. I made this appointment to get my battery replaced. I called Apple customer service and was spoken to like I was an idiot. Apple has a monopoly and they know it - I'm in the market for a new laptop and I'll definitely be staying away from Apple products for this purchase. read more

Really terrible customer service. I ordered an iPad this week as I was just accepted off the waiting list to grad school. With only a week's notice, I had to order it and get it quickly before classes started. At the last minute I was asked to travel for work. I remember there was an option to designate someone else to pick it up on my behalf when I checked out, so I thought there'd be no problem calling and asking them to change it. I called Customer Service who contacted Matt at the Annapolis store and pleaded with him to please allow my friend to pick it up, since there was no option to go back and change this portion of your order online. They were extremely rude and unhelpful, saying that they felt sorry for me but it was a "security matter" more than anything. They they said I could cancel my order (losing some $) and reorder it this time selecting the correct option, but that they couldn't guarantee they would have my order in stock if I did that. Ummm....WHAT?? Why couldn't they just hold my own order for me to reorder it?? Absolutely TERRIBLE customer service. I get there are company policies, but the rudeness on top of it all will make me never return to this store. I will go to the Columbia, MD Apple store from now on and recommend all area users do the same. Now I will not be able to pick up my iPad until after my first class, very disappointing. read more

Do not go to the Annapolis Apple store. I personally have made appointments far in advance and waiting for an hour and a half. The genius bar helpers are extremely disorganized and unhelpful. Their favorite line is (to everyone in the store) "There is one person ahead of you." On the other hand, after waiting to not be helped at the Annapolis store I made an appointment (while still in the Annapolis store) for the Apple store in Towson. Got in my car, drove an hour to Towson and was proficiently helped right at the time of my appointment and the person who I worked with was extremely knowledgable and helpful. I am not writing this because it happened to me one time. There have been many trips to the Annapolis Apple store that have been frustrating and unsuccessful, while there have been many trips to the Towson mall that are quite the opposite. I suggest booking your appointment at Towson and making the drive, Annapolitans. read more