The employees at the Apple Store are always helpful. Today I had a wonderful experience with Joe who was working the Genius Bar. He was patient and very knowledgeable. I have been having issues with my iPhone 15 pro max for 3 weeks.I have tried EVERYTHING that was suggested. Joe found the problem! I chose to buy a new phone rather than send it for repair. So my 5 stars are for Joe and Heather and NOT for the update that I think most likely caused the issue. Heather was the second employee to assist me. She was as awesome as Joe. She walked me through the install and factory reset on my old phone and taught me a lot about the new phone while waiting. It took me a couple hours after I left to check to see if my CarPlay would work, but it connected as soon as I plugged it in. Thank you!!! (I do have to mention that it is hard to make an in store appointment but sometimes it is necessary. I had spent a lot of time troubleshooting with Apple employees on the phone with no solution. I would prefer not to going into the store, but no phone call could have diagnosed this issue.) read more

Went there to purchase a new MacBook Pro; couldn't get anybody to take the time to even notice I was in the store.

Needed new battery in laptop. Was told it was in stock. Made appt, was then told it would be two days. Asked the woman taking care of me if they could also clean the screen and computer keyboard, while it was in their care. She told me yes, no problem. I was willing to pay. Nothing else needed repairing. Took them five days for repair and one extra day to actually contact me. Computer was not cleaned at all, not even attempted, and the man who handled the transaction when I went back seemed very put out and snooty. Dang battery is more expensive than many computers, and they could not even do the job as promised in completion, AND it took almost a week??????? Not impressed. read more

I had a scheduled apt to get my phone fixed as it was not charging and everything was extremely slow for 1:50 pm. I checked in at 1:35 as it was the earliest I could check in, as I had two broken toes and went in earlier to see if i could be seen, i saw several people come in, check in, heard the times for apt etc. At 1:50 pm i hobbled to the Genius Bar and sat waiting for an Apple team member to assist me. I saw three of them walk past me, not one saying anything. I saw four other people who I HEARD had apts AFTER mine being attended to. I ask one of the Apple team members when was i going to be seen and he stopped and said I was next in line. How could I be next in line when 4 different people were being seen before me, when my apt was ahead of all 4? Was it because of the color of my skin? Then to my horror, a male team member, walked behind me and rubbed his hands on both my shoulders, informing me that I would be seen next? WHY WOULD A STRANGER TOUCH ANOTHER STRANGER ? IS THIS THE NEW BEHAVIOR OF APPLE EMPLOYEES? I AM UTTERLY HORRIFIED!! I was finally seen AN HOUR AFTER my scheduled apt with no apologies, until I informed the team member that I had the time to to find out who the CEO was, found his email address and sent him and email! All of a sudden, the apologies began pouring out! I was then informed the issues were the mother board and they would be recycled into other phones! Is this why Apple is being swamped with issues on their phone? because they are being recycled? It's such a shame to be paying Apple prices for goodwill devices. SOMETHING NEEDS TO BE REVISED!!!! read more

Made an appointment with the Genius Bar to repair my cracked iPhone screen. They said they could replace the screen for no less than $300. I pushed for another solution. "Is there ANY way to get the screen functional again for less?" "Absolutely not sir. Other services charge $700 minimum to replace screens or recover data. $300 is a great deal." "There's no way, no way at all, in your entire professional experience, that you can possible think of to replace my screen for less than $300?" "Absolutely not sir. This is the only way" I left with no repair. Went on Amazon, found a "iPhone screen replacement kit" for $15.99. It arrived the next day, and I replaced my screen myself within half an hour. Fully-functional, factory-level display and touch. The "Geniuses" at this Apple Store are either complete morons, or con artists. Either way, not good. read more

HORRIBLE experience. I went in with my 3 mos old phone. They told me I had to give it to apple because it was shutting down spontaneously. They said 3-5 days. It has been 12 days and I have heard nothing! They've given me a loaner phone that only makes phone calls! I have tried to get in touch with them several times and no one answers and apple doesnt know what to do. I am so disappointed I want to get a galaxy and get rid of my apple stuff! Now I can't even work and my 1600$ phone is god knows where! I have to now get off work and make another appt at this place to find out where the hell my phone is! I despise this place. read more

Maybe the worst customer service I've experienced, Walked into store noticing 7-8 "techs" standing around doing nothing. No one acknowledged my existence. I stood by the customer service counter for 5 minutes and then approached someone about getting support and then they refused to assist me. Stay away from this clown show!! read more

I upgraded from the iPhone 14 to the iPhone 16, and shockingly, I can't even charge the damn thing. The box included a dual USB-C cable that doesn't connect to anything I own. I kindly explained this to the customer service rep in the store that I just spent $1500 on this phone and have no way to charge it, but instead of helping me, he got combative and rude. When I asked to speak to the manager, he was just as insufferable, telling me that if I'd been paying attention, I'd know Apple is trying to go "carbon neutral." I asked him how that justifies me spending $1500 and being left without a way to charge my phone, and he actually asked me to leave the store. I wonder if it was the environment Apple was thinking of when they purpose built their phones NOT to work with Apple CarPlay via generic cables? Or was that greed? I have never seen such terrible customer service in my life. I wasn't keen on buying the iPhone 16 in the first place due to past frustrations, but I thought I'd give Apple one last chance because moving my notes data to a different phone seemed like a hassle. From now on I'll take my business to a company that actually values its customers. read more

This business has no employees who care about serving the needs of customers. I wanted to purchase an apple watch. The employee could not answer any of my questions and wanted to use my phone to complete the purchase. One problem, I had my work phone and can't use it for personal reasons. She offered no other options, such as a kiosk for me to complete my transaction. So, I was unable to purchase my apple watch. Overall bad experience. read more

I just want to express that the staff member named Alex was very kind and great, answered all my questions I had about a device. Great worker! read more

Had to visit this Apple Store to resolve an issue with an IPAD. I made an appointment online. Loved the location as it was easily accessible by parking in the JCPenny lot near the men's section and entering into the mall interior area. The store is big and bright with great displays and space to wait. Although I had a 10:30 am appt, I had to check in and wait line everyone else who just walked into the store. Despite going on a weekday, the store was crowded. I moved to a table and waited for 35 minutes to be assisted. The staff was friendly and helpful. The tech immediately started working on resolving my issue which required an update. She periodically checked in on the progress while assisting others. Eventually, the process completed and she was no where to be found. I finished the process on my own, unhooked the IPAD and exited the store. I recommend but I am hopeful I never have to return for any issues. read more

Apple CoolSprings Galleria - Customers waiting inside Apple Store - Computers Near Me - Franklin, Tennessee

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Literally waited 30 minutes to find out i needed an apple card for a monthly payment. when i walked in and asked the man said yes and nothing else, like there were no strings attached. I wish i could have the 30 minutes of my life back. read more

td;lr Apple store employees ROBBED ME BLIND. My friend bought me a 1200 $ iphone yesterday and the employees took the phone . The first thing they did is try to get me to do a refund to a gift card i said NO. I then expressed interest in possibly getting a different phone model the employee went and secretively started talking to his manger and said we can do an exchange and give you remainder on a gift card . I told him NO GIFT CARDS. He went to talk with a manger comes back later as im looking around "hey they said we can give you cash as the remainder balance if you do exchange the phone." I said that would probably be fine but weird because my friend paid with credit card but id give him the money back . Then I look around at phones and i told the employee to grab me a iphone 16 base but I was interested in getting a case... at this point the employees had already been acting weird didn't get much help on the cases but he comes over and I said hey what cases do you suggest . He then opens the box and says you can try some displays cases on. NO PURCHASE HAD BEEN FINALISED I hadn't signed anything no transaction had been made as I was stilll lookin at cases he opens the iPhone 16 base box and even suggested they would sell me one of the dirty display cases i said uh no thanks... at this point this whole experience had already been sketchy and as i saw the phone i thought this phone is A** lol . So I asked do you have a different phone is stock and he started guilt tripping me well i already let you try the cases on . Okaywho cares about your dirty cases ?Then he said it's already opened now we will have to sell it refurbished well at this point i saw all the manipulation guilt tripping and i said look man i just want to return the iphone and get the refund . He goes over a whispers with his manager again (which is really just the ring leader of these ) and he BODLY comes over with his pronouns attached to his name tag he him his and says yeah well just give you a gift card. I said NO Gift card! Then his side kick lady came over and for the next 25 minutes the whole apple team starts antagonizing me trying forcing me to take a gift card I NEVER EVEN CONSIDERED taking . I even suggest they give me the phone back. She REFUSED. When i asked to speak with corporate they smiled and said we are the managers and there is no corporate to speak with and what about an owner? So at this point I had one finalized transaction i had bought nothing else and they are denying my return AND denying to give me the product back . they tried to say it was because i did an exchange but i never finalized any transaction all i did was look at a phone and some cases that the apple employee opened . The only transaction that was final was the 1200 $ my friend spent that day and they were denying the refund and not willing to give the phone back while shoving a gift card in my face. i've NEVER seen a company just straight up steal a product and not give a refund. I left the store with only a receipt after having to stand there for 20 minutes while they called the police and security on me because i would let them scam me out of 1200$ of my friends money and take a gift card ( which i read online is a shady tactic gamestop also uses where they try to wear you down into taking a gift card ) but 1200$ really???? It's an unbelievably bold move and if i had stolen from them i'd be in jail . There is still a 1200$ charge pending on my friends credit card. Not sure if i should file with the BBB or the police.... I wonder how many other people they do this too on a daily basis WILD read more

Apple genius? Total idiots is more like it. They can't even answer a direct question like is it in stock read more

Went to the store to get a new phone and was not respected by their staff. Gave them the benefit of the doubt and didn't complain to MAX. Came home and saw the reviews on yelp and google. Yep! Everyone was treat the same crappy way. BTW, the staff didn't respect MAX either MAX was actually capable and nice. The other two staff I met, Hayley and Shamane are just pure incompetent and arrogant and that resulted in poor customer service so I don't blame them since they could not help themselves. This is literally the worst Appel store I have been to. read more

This place is like a zombie movie with the staff they act like you're interrupting or bothering them and was waitin for eternity to purchase a new computer . I walked out said nevermind thanks and lady gave me look of death . One thing f richest companies ever and can't get more help or proper sales or teach kindness . read more

traded in my iphone 11 when upgrading to the iphone 13. This entire process was done through the apple website but i had to pick up and trade in at the store. Everything went smoothly until a few days ago. I was charged for not trading in my phone, despite physically handing it to the employee before i left the store. The manager told me that I wasn't supposed to do it that way, and i should have shipped the phone to Verizon. I never selected to ship the phone, never gave my address out when ordering, and never received a box (because i didn't select that option). i had selected in store trade in. He told me I was unfortunately out of luck and he could comp me with some accessories. The only saving grace here is that the apple call center was able to file a dispute, and my money was returned to me after 2 days. read more

It's been a while since I've been to the Apple store because it's so frustrating. Today, I went to buy a new iPhone and get an issue looked at on my mac book pro. There's nothing quite like watching four Apple employees stand in a circle joking around while you wait. This went on for twenty minutes. I went back to the guy that checked me in, and he called over another guy who was condescending as hell. I asked him why one of the people hanging out couldn't help me. He replied, "They're probably in a meeting." It feels like great service to have a bunch of kids barely in their twenties ignore customers or be dicks. This store sucks, the employees suck, and Apple sucks for not hiring better employees or training them better. read more

I had multiple representatives help me with a upgrade on a line of service. Their service and patience was stellar. Unfortunately they had to unf**k a situation cause by the ATT reseller located on the level above this location. Thank you to Seth and the rest of the team at this Apple Store for delivering excellent service! read more

MOVING IN! I love Apple! If they rented out their space I would pay rent and move in! Everyone is so friendly and helpful! I have come for sessions, I have come to pick up Apple store purchases and phone upgrades, and I've come for help at the Genius Bar. I've always left the store feeling good about my conversations and feeling good about my purchases! I highly recommend read more

Apple CoolSprings Galleria - Computers Near Me - Franklin, Tennessee

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I went into the Apple store at Cool Springs in Brentwood Tennessee in order to buy a charger cable. Of the 16 employees that I could see two were with customers and the other 14 were standing around. I showed them the cable that I needed and ask them to help me. One of the managers pointed me to a wall in the back and said those cables are back there. No one offered to help me for sure that I got the thing that I needed. The store may look good but the employees there are pretty useless read more

The people are nice in here, but it smells SOOOOOOO bad! Always! It must be the bodies and lack of ventilation in there all day. I've smelled better gym locker rooms read more

unless you want to spend hours waiting for an apple genius, buy online or somewhere else if you must have an Apple product

Waited and waited. Told to wait at front door (4 minutes). This was to check in but not made clear until after 4 minutes of waiting. Told to wait for a sales clerk. This wait took about 10 minutes and after 1 minute with sales rep we were told to wait again for a Tech rep. This wait took nearly 15 minutes. The Tech rep spent 2 minutes with us and then we were told to wait for the manager (Max). We waited 5 minutes to see Max. Max was judged to be uninterested in our concerns and more interested in making excuses and arguing. After a few minutes of listening to Max explain to us that we were wrong we managed to drill down to our need. Then told to wait again for a sales rep. After 5 more minutes waiting for a second sales rep after being passed off by the tech rep and manager (Max) we were helped by a sales rep. Stated that we desired to buy a phone the sales rep sent for our phone and it was brought up to us. It seems unreasonable to expect customers to wait over 45 minutes to simply place an order for a phone, pay for it in full and leave. The manager Max does not think this is an issue but we do. Hope this helps improve service or buyers will come with a picnic lunch of games to play during the excessive requirements to wait. Agree with Deborah F. in her analysis of Max the store manager. read more

Walked into this store and was greeted with a horrible wave of "feet smell." There are always crowds of people and kids coming and going that I understand, but it'd be nice to get better ventilation in the space. Sat at the Genius bar for 30 minutes and had to endure the stench. Katie who helped me was 5 stars! Friendly, addresses the problem, showed empathy, and was understanding. It's frustrating that Apple doesn't offer solutions to their created problems. "That computer you bought from us? It could explode... We'll fix it for free but it will take 2 weeks." I'm a business owner and can't go without for that long. Apple has their "Joint Venture" program but that isn't a solution for a small business with 2 people. $500/year for 5 devices? That's above what we need. I wish they had a loaner Program! read more

Horrible customer service- they act as if you are a bother and their draconian policies to even just enter their store! I mean really? You need me and my money more than I need you! I can always switch over to an Android phone and use other laptops, tablets, etc. rude staff and once my current phone contract ends, I'll be switching over to Android and I am ditching my iPad and other apple products. Be rude and condescending to me, that's fine, I just won't use your products anymore. read more

So, they usually get us what we need. However, they don't even come close to seeing you at your "appointment" time. I mean, I'm talking "yeah you're here for your colonoscopy so we'll get to you when we feel like it" kind of wait. We could have left, driven to Best Buy, bought another phone and come back kind of wait. And the "chair" you have to sit on while waiting will cause you to book physical therapy. And of course they make you wait in the part of the store where there's nothing new to look at -- just the other people stuck waiting even longer than you. I think I grew a beard tonight while waiting. But hey, eventually, they're helpful. After thinking, upped from 3 to 4 stars because they ARE nice and helpful. But my colonoscopy appointment only ran 30 minutes late -- my Apple store appointment was an hour late. And this isn't the first time. Perhaps an iMessage would be nice when they know they're overbooked. read more

Excellent customer service, as expected with Apple. I took my old generation one AirPods in because I had a hard time hearing with them, and instead of "pressure selling" me the new version they took the time and deep cleaned my GEN1 AirPods. The guy spent 5 minutes on each AirPod and was very detail oriented, obviously proud with his work. No charge. Thank you AUSTIN for being a fantastic Apple dude! read more

Not bad at all. Seriously. I know that when most people mention 'The Apple Store,' sweat, stress and uncomfortable clenching tend to abound. The hordes of humanity that alight to Apple Stores like moths to a flame have burdened Mac owners throughout the world. It's a thing. You can't escape it. After having a dreadful experience with/at the Green Hills location (and, reading that it was closed), I made my way to Cool Springs anticipating something between the Purge and the apocalypse. True enough, there were an impossibly large amount of people in a not-so-large space. Everyone was talking loudly, congregating in every open area, not moving yet touching everything in sight, and not buying anything. Oh boy. The greeters at the front asked me how I was doing and what I needed. I told them and they directed me to the back of the store. I went, found some approximation of what I was looking for, made eye contact with an employee... and was ignored. As expected. As I plotted my revenge, I noticed another employee passing by after inspecting the wall of items. I stopped him (by stepping in his path) and asked for help. He was immediately receptive and helpful. I suppose it helped that I knew what I was looking for (sorta) and why I needed it (again, sorta). He showed me a few items and I was ready to make a purchase. I grabbed the item, thanked him and started to make my way to the checkout counter. He asked if I wanted to check out with him. 'Whhaaa?' That's a thing? I can do that? Yes. Yes, I want to do that. I took out my credit card and he chuckled that it was too bad that I couldn't take advantage of tax-free weekend? 'Why? Why not?' That only applied to laptop and tablet purchases. 'Boo.' But, cheers to getting in and out without the gnashing of teeth and wailing. That's a win. I'm going to take it. read more

If I could I would rate it at 0. Instead of helping me, I felt like they just wanted me to go away. Terrible customer service. Never again. read more

45-60 minute wait to buy an iPhone in what is a relatively empty Apple Store. Again, 1-hour wait to buy an iPhone. I can't imagine if I was there to get one fixed. That's absolute insanity and sounds like a poorly managed store. read more

Apple CoolSprings Galleria - Computers Near Me - Franklin, Tennessee

Can't believe my luck!!! Stephen helped my grand daughter and I. He spent all morning fixing barriers to make sure all our Apple needs were met. He so kind, patient, and very informative!!!! read more

Apple CoolSprings Galleria - New phone!!!! New Watch!!! - Computers Near Me - Franklin, Tennessee

Horrible customer service!! The agents here feel it is acceptable to tell customer 4hour wait time to have their phones looked at..I wonder how we are suppose to pay for our apple products if we are suppose to wait a unreasonable amount of time or come back multiple times to suit their needs. Store manager not in and the lead was also no help.. Good luck if you need help with your phone.. read more

I took my phone to the genius bar to get the battery changed, and it was frustrating. I live 80 miles away from the nearest Apple Store and nowhere online when I make my appointment does it say that I have to go to the store to ORDER the battery and then they call me to get the phone within a limited amount of days. This was inconvenient on soooooo many levels - especially because they don't guarantee you get your phone back on the same day. The reason this is a three star and not a one star is because I can't fault the service I was given based on the people. Apple needs to get their policies together because I am really considering switching to another platform because service is obviously a problem. I had a problem with my phone after I got it back (there was a speck on the camera) but I couldn't get hold of anyone at the store because you get routed to a customer service line - which was VERY unhelpful. So basically, unless you live near an Apple Store, having any problems with your phone is a real freakin' problem. However, I have to give shout out to Riley. She helped me with my phone this past Saturday and was very patient and friendly. She's actually the biggest reason this isn't a one star review. She was knowledgeable and gave me great tips about other Apple products and really was helpful. So thanks, Riley. Booooooo, Apple, to your general level of service unless you show up to the store. Don't get me wrong, I love Apple products. And being from Southern California, I was used to being able to drive to an Apple Store on a whim at whatever hour. However, Apple needs to think harder about providing service to their customers that live outside of a close radius. #getsoffsoapbox read more

Typical Apple store in every way. That is a good thing. Huge open area with places to learn about technology and play with it to. Well lite and plenty of accessories to make any computer look cooler or work better. They sell exclusive colors of most anything including watch bands and phone cases, and those colors are jaw dropping. They also do presentations to help people understand what is New like when I was there the new more affordable Apple Music read more

Apple CoolSprings Galleria - Computers Near Me - Franklin, Tennessee

I had drove over 45 minutes to the Apple store due to I could not recover my Apple ID account! I had my log on and password I just did not have the device that I had set the account or anther apple device to get the code so I could not do the duel verification. So I drove the Apple store to see if they could help nope they said the same as the site do a account recovery that could take up to two weeks. I thought go to the apple store they could do more nope lazy now I am stuck with a device I can not use! I will never buy another Apple device again! read more

I created a hot tangled mess between my work phone and personal IPhone. Can't even begin to explain. My husband, who works on smartphones, couldn't even help. I wanted to human combust. I was greeted promptly and assigned a technician and the wait wasn't very long, especially, since I didn't make an appointment (in all my panic). LOL He was able to address the problem quickly, explain thoroughly what he was doing and I was in and out in about 45 minutes. read more

Going to this Apple store is a constantly bad experience. Today I came in for an appointment I set up last week and then sat there for about 45 minutes after my appointment time before someone came up and talked to us about our phone. He whole interaction was like 5 minutes. What's the point of an appointment if we are going to wait anyway? And how do you overbook by almost an hour for a 5 minute appointment? Then we are told the non-responsive screen is a "known issue" on my daughter's model so we need to pay $140 to have the screen fixed. If it's a known issue why isn't this covered even if not in the 1 year warranty? I mean, sure it didn't break in the first year but if Apple knows it will break at some point - that it is a flaw - it should be fixed for free. So we have to go back tomorrow to pick it up. At least they promised if the fix didnt work we would get a refurb at no additional cost. This is my experience, though, every time we have to go in for non-responsive screens or batteries that fail (another known issue I paid like $100 to fix.) I am not a fan of Apple or this store. read more

So after ordering some hard to find, overpriced air pods... i drove to the apple store. Apparently it was too much work for the staff to retrieve the ear buds and was told i had to come back the next day. The Apple website indicated they would be available for pick up same day. No wonder Amazon is taking over all of retail. read more

Worst attitude ever. I drove an hour to get to their store only to be turned away by the receptionist and then the manager because they were "at capacity"! Apparently they do not need to sell their computers!! Stay away read more