Every once in a while you meet someone you'd hire if you could. Nick is a Genius at the Genius Bar in the Cool Springs Galleria store. I've been Mac-centric for 7 years, and I don't have many problems with my electronics. I have, however, encountered Nick on two occasions and he's got what it takes. I predict that this smart, personable, and focused young man has a very bright future. He is an asset to the store, and will be snapped up by a smart entrepreneur. Apple's culture attracts the best. read more

Made an appt. for the Genius Bar for today. Greeted immediately and told where to wait for the next available Genius. In short order, I had some assistance from Nick. He helped me get my Bluetooth Bose Soundlink reconnected with my iPhone 4 again and in very short order. This was after researching on the Apple forums, Google search, and visiting another Apple store in the area. It was not until today, and several frustrating weeks of trying to figure this out. Nick had me running again with my iOS 6 Bluetooth speaker in less than 5 minutes. Great service!! read more

Because I am insane, I went to this location on Black Friday. The place was super packed and there was wait to get checked out even thought I knew the exact thing I wanted to buy. So fun to wander around this store and drool on all the goodies. read more

Terrible experience at the Cool Springs Location. I was told that all I needed to do was drop off my phone with NO appointment needed. Unfortunately that is not true, I was still forced to wait and go through the technical problem process. I suggest going to the Apple store in Greenhills, much better service, ask for Taydra! read more

Chase is the s.... stuff!!! I admit, I'm low tech and easily confused on all these electronics. Chase was patient, at my level, and made sure I fully understood his tips. He took his time- and made it hilarious. Chase brings the party. read more

Always a positive experience any Apple Store I have been. Short wait today. This seems a less crowded and busy store than another Apple Store in Nashville where I was earlier today. Great customer service here and others same. read more

I got to the Apple store as soon as they opened at 12 p.m. on a Sunday. The store was already full. I told two different store employees the issue I was having connecting my phone and iWatch because they were somehow recognizing an old Apple ID. They told me a technician "could not help me" and to use one of their work stations to call Apple Support. So I stood at a Mac desktop in their store for three hours talking to an Advisor - which I could have done at home - all because a Genius Bar technician "couldn't help me." I don't think that was the case; I actually believe a technician COULD HAVE helped me but they thought the issue with my phone would be a quick fix and was not worth wasting a technician for when they had a line full of people out the door. So instead, I strained to hear someone on the phone for three hours because the store was full, chaotic and LOUD, instead of receiving one-one-one assistance from customer service. I actually drove to Franklin from Nashville to visit this store because the Green Hills location has poor customer service reviews. This one is no better. The only positive was the Advisor in California was very patient and helpful, despite me asking him to repeat himself multiple times because I couldn't hear him over the roar of the store. read more

Awesome store (as I expect from Apple). Every person I talked to was helpful and I walked out with an awesome Retina MacBook Pro. Apple stores are the best. read more

My son is disabled and in a wheelchair. He sat in the Apple Cool Springs store today for over twenty minutes while the employees ignored him. Not one employee even aknowledged his presence and they weren't that busy. He went there specifically to buy a MacBook Pro. Taking his chair out of his car, assembling it, etc, isn't easy for him. He finally left. Empty handed. The sad part is that the Milennials at Apple won't even care that they lost a sale and mistreated a disabled person. I will be writing about this on disability sites. read more

Absolutely terrible experience. I can not even begin to explain how irritating this store is. I waited for two hours to be told they could not help me. Two employees helped/talked to me before the third told me they could not help. If you can avoid going to this store would most definitely recommend that. read more

I've been here a couple times now, and I've been so impressed with the service. Workers are nice, helpful, and we had some pretty good convos with them both times! Second time, I was able to purchase an accessory ON MY PHONE! and walk out without visiting the register. Pretty neat idea. I told them Walmart should do that. haha! read more

Extremely dissatisfied with the customer service of this store. Went in to get my computer screen fixed and waited over an hour to see someone. They had to send out my computer to be fixed and told me it would be done within 4 days and that I'd receive an email when it was done and that it would be shipped back to me. Neither of those things happened and I had to make two phone calls both +45 min to get an answer. Horrible service. read more

Terrible, the set up here about as disorganized as it gets, but it is trendy cool. No clear direction where to go, who is helping who. What a shit business model for customer service. After standing around awhile being not acknowledged, I finally addressed one of their red shirt crew. Of course they had to also look to find someone that could help. I like the product but the cool trendy store system sucks. read more

My old iPhone 7 stopped receiving calls so we went to the store to purchase a new one, arriving at 6:20 prior to a 7 pm close on a Saturday (COVID hours). Was told that they didn't have anyone available to sell me a new phone this close to closing time, despite the fact that 4 of the 7 employees visible in the store were not with customers at the time. When I asked about this, I was told that it was too late in the day to sell a phone, because it is a "lengthy process that takes an hour to an hour and a half" (it definitely should not and does not!) It was recommended that I order a new phone online - I explained that I didn't know exactly which phone I wanted and needed to see them in person. I'm just not willing to make a $1000+ decision without seeing the display, size, feel, etc. It was then suggested that I return the following day as close to opening as possible because they were typically less busy then. I rearranged my work schedule (on-call this weekend) to make a second trip to the store. Upon arrival I was told that they were doing NO in-person phone sales, and were only selling phones online...There was no option to see the various models available prior to purchase. I explained that I wasn't told that the previous day, and that I had made a second trip out to the store after their employee specifically recommended that I do so. There was no negotiating the issue, despite speaking with the store manager. I understand that COVID safety concerns limit the number of people who can be in one place at a time, but it's absurd that an Apple store can't sell Apple products directly to customers, and that their own employees don't seem to be aware of the policy. read more

If I could give this place 0 stars I would. The employees here are some of the rudest people I have EVER met. This is not just a one time bad experience, no. I have went multiple times and I experienced the same bad treatment for absolutely no reason. Not to mention, the old lady that was helping my brother disrespected my mom by cutting her off and telling my brother "she talks a lot" thinking my mom wouldn't understand her because my mom has an accent. My mom has been here for 24 years and she knows exactly what was said about her and she has a great accent which is not hard to understand at all. I will be going to green hills Apple store from now on! Just disgusting. read more

This store is so slow on service. I knew I would have to wait, but the staff is working so many different problem at the same time, they make mistakes and I was there like more than 4 hours for a problem that is a know Apple problem. Everyone was working hard, but they are just understaffed and apparently not all fully trained. Sad - used to be a good experience. read more

Really impressed with the customer service! Very nice people, and super helpful. Great location!

Beadle was helping me at the genius bar! We laughed about how our computers are considered MAC VINTAGE since they're from 2008. I never felt sales pressure, I never felt rushed, he did a great job and offered epic service. Its rare to find honesty and courtesy like that especially in the tech industry. Seriously, I called Mac Authority for quotes on what needed to be done and the total was going to be around $200- at the genius bar, it was FREE. Luv it. read more

I waited and probably looked very lost for about 10 minutes but once someone came up to help, it was worth the wait. The man who helped me was just outstanding. I wish I'd gotten his name to brag on to his boss! The store is also very clean and modern. I will definitely be going back. read more

A few weeks ago i go to this store with my girlfriend and we get her an Apple Watch. While debating on getting apple care, the worker named Fred told us that it is worth it. He said that if it breaks, we can come in and pay the $70 for the accidental damage and leave that day with a new watch. Now come today, I have had my own apple watch for over a year and have Apple Care+ on it. I had a crack down the middle and some water had gotten into it. I go in assuming that I can walk in, pay, and leave with a new watch, however that wasn't the case. I was told it would take them a week and a half for me to get it back. Now this is just the perfect example of bad customer service, knowing that other people have been told the same information from Fred and they will come in with the same expectations and be let down like myself. Apple needs to do something about their workers not knowing the proper information and instead of just worrying about getting a sale, worry about what is best for the customer! read more

well we had to go to the apple store yesterday! ive never been in one and frankly i don't care if i ever go again and i will never buy an apple product!!! their customer service sucks big time no lines just a bunch of people around a bunch of tables waiting! we were there over an hour waiting. kristin helped us and she was nice but in the middle of helping us she took time to help someone else too which delayed us getting out of there and i think it was rude. but seems to be a company thing. it didn't help that i wasn't feeling well and had just gotten released from the er and was dying of thirst which they offer no water! we had to stay as some how richard barczewski s mother board got bent and it had to be replaced and even though we bought it at sprint we had to go to the dumb apple store in franklin tennessee. next time i will send richard or go window shopping as they pushed all my buttons big time and i wanted to give them a ear full. i will never do business with apple ever read more

I have been a LOYAL Apple fan since 2006. Today, I felt like I simply did not matter. Today, I felt cancelled. I have always loved going into Apple stores, like it was a treat. We have piles and piles of Apple products around our house, like way too many. We have spent untold thousands on Apple in our family over the years, and are Apple devotees in the extreme. We have purchased a lot of gear at the Apple store in Cool Springs. We have been blown away by the care and attention we have always received from staff there. We actually look forward to seeing how they are going to top their outstanding customer service each time we go. Where do they get these incredible employees?! Today, I went in to see about having my phone looked at. They had new procedures in place because of a fear of Covid spiking. Well and good. The Apple website indicated that reservations could not be made. So, my wife went in the other day and got in. She came home, as usual, bragging about how awesome the experience was, even amidst their distancing protocols. So, we drove 45 mins to the mall. Bottom line: the staff out front guarding the entrance to the doors instructed me to handle my problem by calling Apple. I called Apple while in the mall, as I didn't want to have to make the trip again, in case they told me to go back to the store. The tech on the phone (who worked with me for over 2 hours) said he detected enough wrong with my phone online, that he needed to call the store. He and the in-store tech conferred and concurred that my phone needed to be replaced, as I waited on the other line. The online tech told the store that he had me on the other line and that I was literally right outside their entrance. The store employee said, because of Covid spiking, I could not be seen until a week from today by appt. There were 8-9 employees inside the store, just hanging out and talking with each other. They weren't willing to just exchange the phone on the spot, or offer to help me in any way, other than telling me to handle it by phone. Is this what Apple Care buys you? Again, both techs agreed replacement was needed. While I am on the phone with the tech, one of the employees guarding the entrance told me that if I was not going to wear a mask, I had to "step away from the Apple area." Mind you, I was at least ten-fifteen feet out in the middle of the mall hallway, with people walking all around me, most not wearing masks. The mall was packed. I asked this employee if I had to literally stand on the opposite side of the hallway in front of a different store. I have never experienced this kind of attitude in an Apple store situation, since 2006. It has always been the best experience imaginable. Today, it honestly felt oppressive. Zero concern that I had been on the phone (which they told me to call) right there in the mall for over two hours. Both Apple phone reps were great! The store, on the other hand, while perhaps the best customer service experience of any store of any kind of business in Nashville, today, had me feeling like I simply did not matter, even though I had a barely 4 month old i-Phone 11 Pro with Apple Care, mind you, in my pocket. Now, I can sincerely say that the best customer service you will likely experience is the Apple Store in Cool Springs. I can also say the most dismissive customer service you will ever experience is the Apple Store at Cool Springs. Being made to feel this unimportant shouldn't cost so much money. read more

i took my MacBook Air to this store after i spilled some oj on it. i was told the board was bad and it would cost 750.00 to replace it. They offered the option of buying a new computer for another 100.00 FOR A TOTAL OF 850.00 . I left and took my device to Dang it Repairs on West End. They took my computer apart in front of me. I had a little bit of liquid on the mouse component. The board wasn't damaged at all. They cleaned the liquid off with alcohol put it back together and it works great. They charged me 29.00. The Apple Store at Cool Springs tried to rip me off. I would not recommend you buy anything from them. read more

Claims refurbished phones are new and refuses to even allow out of warranty replacement due to someone having switched out the logic board. The only part I have ever had replaced on the phone is the screen. Apparently they sold me a phone with a replaced logic board and refuse to support their product. The staff at this store cannot be trusted. They also picked at/chipped the screen while inspecting the phone. Only deal with this store if you would like them to damage your device more and still refuse to let you pay to have it fixed. read more

If I could give no stars I would. Was ready to buy new laptop and apple watch. When I walked in was told it would be 45 minutes wait for a sales rep. I am sorry but I am not waiting 45 minutes to give my money away. I wonder what happens when the store is busy. I will send apple a letter, this new way of doing business is running people off. Maybe it's time to move from apple. read more

I came in because my sons iPod quit. I was told there was a 30 min wait yet there were techs standing around shooting the breeze with each other clearly NOT working directly with customers. Disappointing read more

First time I ever went to the Apple store after hearing all my friends say how horrible it is with it always so busy. I went today to finally get an IWatch. I was on my lunch hour so was afraid how long it would take. The guy at the front was SO nice. He kept apologizing how long it was taking and when he found out I had to get to work, he called someone else out to bring me my watch NOW and put me at a table for someone to come out to help get it set up and I was out of the store in only 40 min! I was highly impressed. I was debating on the sport band or the nylon band and he even suggested the sport band first and suggested a Series 1 over a Series 2 for me. He could've upsold me on both things but told me why he thought each would be better. That was highly appreciative. I was very happy with my purchase and the customer service I received today. read more

Their system forced me to set an appointment to come in and have a battery replaced. After driving an hour and 20 minutes to get here I was told they had no batteries in stock. They now ordering a battery and I have to make the same trip all over again and come back a second time. This is absolutely a broken process that scheduled an appointment without the repair parts available. read more

I have had to only go to this location twice. One time to get a screen replaced, the other time, today, to get my entire phone replaced due to a hardware issue. Yes, you are going to have to wait, however I received excellent customer service, got my device replaced without issue, and am glad to continue being a customer. Greg was the "genius" who took care of me and did so with no fuss. read more

The service is excellent! I was going to go there and fix a problem with my MacBook Pro and fixed it with out paying (because of the warranty). I came back a week later looking for a new case for my iPhone 5 and got exactly what I needed! Good job Apple, like always. read more

Been an Apple customer for years, never needed to visit the Genius Bar before, only because their techs are so helpful over the phone or in chat. I made an appointment and visited the Apple Store in Cool Springs Galleria and they never cease to impress. Thanks Apple for your awesome staff I am always impressed... read more

I took my IPhone 6 Plus in for a new battery a couple months ago. They looked at it and said they ran diagnostics and they couldn't even get the phone to be acknowledged or something(??). They said a new battery would not help and it was the charging port. Well- that seemed weird to me as I had a battery performance warning a few weeks before and one night it's fine and then suddenly just died. It looked like it was charging but just never did. I asked them to try a battery anyway and I was happy to pay. They refused because it was almost 4 years old. Well- I have photos that I want off of it so I ordered a battery off Amazon and replaced it myself. Guess what? It works - it's charging now and I have my photos back! I'm sure they just wanted me to buy a new phone. I was going to anyway as I have Verizon and adding a new phone didn't cost me but an extra $5 a month based on my plan. I now have an 8 plus- not from that store! I really wanted my photos and videos that I had not backed up lately. I don't pay for the iCloud- I know I should. I own Apple stock. This 55+ year old woman is really disappointed to have been lied to by the Apple store employee in the Galleria Mall in Cool Springs. I'll be dropping by to let them know they were wrong in person the next time I go shopping there and that I replaced the battery myself via a youtube video - for cheaper than they would have charged me anyway. read more

I really wish I could remember the manager's name who helped me on Tuesday, September 15th around 6:30 pm. I wrote it down, but somehow misplaced it. Anyways, I had an issue with the sleep-button on my almost 3-year-old iPhone 5 that was covered under a 3 year replacement window. However, there were some other technical issues with the phone, not under warranty, that needed to be fixed before the button could be replaced. I was not happy at first; BUT, the manager and her assistant did her very best to fix my issue by providing me with a new replacement phone at NO CHARGE to prevent any further inconvenience! I will never forget this manager, as she made me go from angry/unsatisfied to highly appreciative/happy in a matter of minutes. I have spent thousands of dollars on Apple products so far, and I will continue to spend thousands more over my lifetime as a satisfied, life-long customer. Apple Store Cool Springs gets an A+++ from me! read more

I went into the Apple Store for a simple fix. My phone was stuck on the apple reboot screen, and after being on hold with apple support for 30 minutes; the AT man told me just to go to my closet Apple Store. (Which is 45 minutes just to get there from where I live.) When I got there it was loud and disorganized. People everywhere which isn't their fault; what is their fault is making someone wait 3 hours, and then not even help them. It took forever for someone just to come up to me. He hooked my phone up to a MacBook, and told me he would be right back. After 30 minutes of waiting I grabbed the MacBook myself and fixed it. As I turn around the guy is WALKING OUT THE DOOR! The phone was stuck half between finishing the iCloud part of setting my phone back up, and acting like it was a new phone (I know you might not get that, but the phone still wouldn't work.) After waiting another 30 minutes of being old 1 more minute, just for no one to help; I got tired of being brushed off, and just pulled a guy aside and made him listen to me. I found out then the man who just plugged my phone up into the computer marked me down as done, and said I had LEFT. The new guy did the same thing, and once again I did it on my own, and it finally worked. So thanks Apple Store for making me wait 3 hours just to use a MacBook that I could have used as soon as I walked in! Will never go back! read more

I sympathize with the low graders here, but Jeanette at the Genius Bar was eager to help with an out-of-warranty iPod. I was very happy with the service. read more

I honestly do not see why they post the phone number to the store. When you call, you go through menu after menu. After just pressing 0 repeatedly, you finally actually get to talk to a person. However, person is a term used lightly. Mostly just a live voice repeats of telling me to go online or call a different number. When I asked to talk to an actual person at the store, you would have thought I asked to talk to their CEO. She even accidently unholded for a second to hear her venting about my request. Therefore, now I sit with a phone that does not work that needs a warrantied battery replacement for an IPhone 5. You would think that Apple would be a little more customer service oriented when the recall is due to a fault in their product. One positive note, when I did get through to the store, the employee (Gary I believe) was very helpful. Unfortunately, he could not schedule or even tell me a when I could bring in my phone. I believed him when he apologized and said the only way to schedule service is online. How about this Apple. How about treat me with the respect and gratitude your commercials and company moto insinuate. How about also empowering your employees to help customers instead of telling them just to call another number or go online. read more

I was in the nashville area when my wife's new iPad just quit.I made an appointment with apple at the Galleria and was very pleased with the professional and thoroughly knowledgeable staff.Being from out of state I had concerns,but I came away completely satisfied.i don't have an iPhone now but will certainly get one as soon as I can upgrade.Apple stores are the best idea ever. Would do it now if I could read more

they have horrible customer service , the store manager is very rude and they are not helpful at all actually I'm DONE with Apple as of today read more

Not a good experience. I have a new mac that is having a memory diminishing issue. I scheduled an appointment for 11:00am several days ago via the apple store app. I arrived 5 minutes early for my appointment to a slow to moderately busy apple store, was checked in then waited...and waited...and waited...and waited. I was reassured a couple of times near the beginning of my wait that someone would be with me shortly. After 40 minutes I found a apple team member that wasn't assisting anybody and asked them if maybe someone could just call me when they were ready for me as I work in the mall. The gentleman told me the wait was unusual (not so much, I had an appointment at the NYC 5th ave cube apple store last time I was up there with an iPad issue only to have a two hour wait WITH AN APPOINTMENT), I waited an additional 10 minutes for the genius to get to me to which his resolution was my junk mail folder had eaten 5 GB of my hard drive (I got 5 minutes of his time). I walked out very unsatisfied with the resolution and went back to my office and called applecare and within about an hour they had solved the issue of an email that was sent in an outbox loop and kept recopying itself with it's attachment eating the memory (ergo nothing to do with the junk mail). Waste of time going into the store as they weren't staffed well with one genius member that was trying to get me back out the door with a garbage resolution as he had no time to deal with me and with the 100 other associates in the store somehow managed to forget me for 40 minutes (once again WITH AN APPOINTMENT). Maybe Mac Authority down the road would be a better place to shop for something more technical than an iPhone case, as from going in there before they are all knowledgeable (not just one team member, that is obviously stretched too thin to have time for each issue) and with the added competition of an apple store at their doorstep I'll be they wouldn't forget me for 40 minutes. read more