Apple makes getting service very easy. All I had to do was make a reservation online and then show up for my appointment. After making an appointment online, I went into this Apple store to have the battery replaced in my MacBook Pro. The day of my appointment, traffic was terrible (It was the day after Thanksgiving, go figure) and I was running late. So I called the store and told them I would be late. The Apple associate assured me that she could probably squeeze me into another appointment. That made me a little concerned, but when I showed up to the store, someone approached me and somehow knew it was me. I was directed to the Genius Bar immediately and was waited on just a few minutes after I walked up. I was told online that I would have to check my laptop in and I would have it back in 2-3 days, which I was definitely not happy about, since, as a writer, my laptop is how I make my living. Well, as it turns out, after he tested my laptop, the Apple Genius who helped me told me he would replace the battery and have it back to me in 10 minutes. And he was true to his word. I don't go in Apple Stores very often, but when I do, I always enjoy it. Apple really puts customers first - before, during and after sales. And they make the best computers on the planet in my opinion. My experience here was great. If you visit this store, I have no doubt yours will be, too. read more

I brought my computer in because it needed a new battery. I got a notification on my MacBook Pro saying "Service Requested" attached to my battery bar which meant to get a new battery. I also went online to make sure all of this was correct. Even went to Apple's website and sure enough, after 1000 charges on the battery, it's in need of a new one. Mine was at 988. I go in and let them know I need a new battery. First, they tell me they need to diagnose the issue, but I already knew what it was so I let them know I would like to get a new battery installed. 2 business days later, they say "Hi we would like to replace your battery." Not a surprise. They say they have 4 batteries in the back, so it will take 5-7 business days to get the battery fixed and back to me. They call me while I was at work, so I called back later to the number they sent me, and it goes straight to a call center, not the actual Crabtree location. I try calling over 9 different times, and it still does not get me to someone at the Crabtree Mall. Finally, I get in contact with someone there and they tell me they need to send my laptop to another service location by mail???? They told me they had 4 batteries in the back, and I would get it back in a week. It's been a little over a week and a half since the incident. Close to 2 weeks now, and the laptop is now at the repair center getting re-diagnosed... even though I knew from the start that I just needed a battery replacement. Anyway, I'm now just waiting on my computer to be sent back to my house, but goodness gracious, they sent me on a goose chase that was definitely not needed. Very nice people, but this could've been a lot easier than they made it to be. read more

I literally bought 2 apple wireless speakers and they sucked for the setup I had at my house. I was going to take them back, but my friend offered. However, because I used my card and they did not have it, Apple said they could not do it. Apparently, after talking she convinced the worker to put my refund and hers on her card. She fraudulently misrepresented herself and was able to take home $600. The store never should have realized money paid for on one credit card to another one, with different names. Sad read more

I signed up for one 2 one training and I would highly recommend it every trainer I have worked with has been great and I have worked mostly with john who has been awesome last week I also had a problem that was fixed at the Genius Bar and great customer service thank you apple read more

The apple store is where dreams go to die. Its the place where suffocation and body odor is unavoidable. Employees think they're better than you. Its a terrible terrible place. If you must endure this hellish experience I suggest going to the Lindt store afterwards and stocking up on truffles. Chocolate makes everything better. read more

The manager "Ryan Jernigan" is unprofessional and rude. He doesn't understand what customer service is and doesn't take care of loyal apple customers. My phone is warped/bent which has progressively gotten worse over time. He tries to tell me it's from "175 lbs of pressure applied to the phone" BS when all I've done is carry it in my pocket for 6 months. He would not replace under manufacture warranty. I've purchased over 15 apple devices and one of the largest companies in the world won't exchange the phone for a loyal customer. read more

New mall location and way the store works is awful. Had to leave new phone battery repair overnight, then for pickup I waited over 20 minutes with nowhere to sit, no progress report (expected under 5 min wait), and employees constantly walking by ignoring me (and the growing crowd of other customers told to wait). Eventually a 3rd employee comes out with the phone, all cheery, like none of us are pissed off having had to stand around for so long. Getting 3rd party battery service next time, it's a much better experience. read more

I had to replace my iPhone battery. I arrived shortly after they opened, the wait was about 1.5 hours. No issues, they were very nice. You're able to play with the products to keep yourself amused or go shopping. My battery was replaced in timely matter no complaints. Would definitely come back for repairs. read more

On Monday my MacBook Pro booted to a black screen. After researching the problem, I discovered that mine was among the models that had a faulty graphics card in the logic board and that this may be the problem. The Raleigh store is an hour-and-a-half away from my house but I didn't really have any other options so I went there. I'd gone there in July when my optical drive went out and they'd sent the computer off and fixed it, so I was confident that I'd be taken care of again since my Apple Care Plan is still in effect on my nearly three year old laptop. The Genius who hooked my computer up for a diagnostic was nice. He was able to access what was on my drive through an external monitor, and confirmed what I'd read. He said the problem was that my particular model had a faulty Nvidia card in the logic board, so the store would replace the part for free. I told him I needed the computer for work and he said he'd make sure they fixed it quickly. I was relieved. After that, the experience just went straight to hell. On Tuesday morning, another guy named Scott called to tell me that it was not a hardware problem but "extensive moisture damage" that caused my computer to boot to a black screen. He said that the damage looked old. I told him that I had serious doubts about that. First of all, the computer has not been near water. I don't allow liquids on the desk in my office and I'm the only one who uses my machine. Also, I told him if there were old damage then the techs would have surely seen it in July when they replaced not just the optical drive but the in/out board and several other parts. I asked him if they could transfer the data if I purchased another computer. He said it was unlikely because of the "extensive damage." Again, I was highly suspicious of this claim because the drive had been working when the technician hooked the computer up to an external monitor the day before. It was just the graphics card that didn't work. The exchange got pretty heated and I told Scott I suspected that they did not want to replace the logic board on a computer that they considered at the end of its lifespan because they're rather I buy a new one. I told him that this was very unethical. I hung up to cool down and when I called back, Scott was more cooperative. He told me that because I was "so upset" he'd gotten his managers to authorize a $600 discount towards either the repair or a new computer. I had been considering getting a new computer anyway so I figured at this point I should just go ahead and do it. I asked him if they could transfer the data. He said it would not be a problem provided I pay them $99. Scott seemed to have forgotten that just a few moments earlier he'd said my computer was so corroded that my data wasn't recoverable. At this point, he seemed to be having trouble keeping his story straight. My boss told me she'd pay for my new computer since I use it for work. My boss recommended an mini Mac, but Scott said he would not offer the discount towards the miniMac, just towards an iMac or a MacBook Pro, so now I started to see there were strings attached to the "generous discount." I talked to my boss again and we finally agreed that an iMac would be the best choice. The plan now was for me to get the iMac, have the data transferred since $99 would magically make this possible and then take my laptop somewhere else to have it worked on. My boss lives in Virginia and wanted to pay by credit card over the phone. Scott said that was no problem and that I would need to provide them with the name of her corporate account. I called back with the information he needed so he could confirm that she was and is an *excellent* Apple customer and got someone else. He said he'd relay the message to Scott. Scott called me back a few moments later to tell me he could not take a credit card over the phone after all. I asked him why he'd told me he just couldn't. I pressed him again for more of an explanation and he started yelling at me. He told me I was "condescending," said I was "ungrateful" and said I was "wasting his time." I just called back and talked to manager named Michelle, who told me that Scott really wasn't supposed to have offered me $600 off. She said it had actually been a consumer discount he'd offered me, and because of that my boss could not pay for my machine with a work account. This was news to me. The term "consumer discount" had never been uttered until this conversation. More strings. Michelle also said taking a credit card payment over the phone was illegal. I guess that was something else Scott wasn't aware of when he told me we could do this. Between unauthorized discounts and offers to break the law, this Scott fellow seems kind of dangerous to be running around the Crabtree Valley Mall Apple Store. I hope they'll keep a better eye on him after this. read more

Wow...they're practically crooks. I took my phone in when the battery started going bad. They said it was fine and was likely an issue with the settings. I messed with all of the settings and nothing helped, but I didn't have the time to go back in so I just dealt with a battery that died in a few hours for several months. Then the battery died completely and the phone wouldn't turn on. Obviously a battery issue, but Apple refused to even try putting in a new battery saying a chip was likely bad. They made me sit there for half an hour with the phone plugged in just to tell me that the only option was to pay $300 for a new phone and I'd lose my data. What a waste of my time! I took the phone to uBreakiFix nearby and they had it up and running in less than an hour. It was a battery problem as expected. Apple could have swapped the battery in under five minutes, but refused to even try basic troubleshooting steps even though I had clearly been having battery problems. If I had listened to Apple I would have paid over $200 more than I needed to. Worse yet, I would have lost travel photos from 7 countries. Since Apple dropped the ball so badly on this I went back to speak with the store manager. She apologized and said she'd speak with the employee. That doesn't even close to make up for the horrible job they did not once but twice. This should have been a quick and easy fix. Not months of dealing with a crippled phone and several hours of my time. It was a complete waste of time to even try getting Apple to fix my phone. They clearly don't know how to troubleshoot their own products. If your phone is in warranty make Apple fix it. If not, don't even bother going to them. Just go straight to uBreakiFix. You'll get much better service and they won't rip you off like Apple. Unless I absolutely have to come for something under warranty I would never bring a product here for repair again. read more

0 for 3 at this location. I'm not a "tech "person" by any means, but the people Apple hires for this location generally know less than I do. Simple questions like how do I add this device to my list if devices? Answer "I don't know" I can set up an appointment with a genius." Ok, when? Sorry not until tomorrow. Is the answer on the Apple website? "Not sure." This has been typical type of response I get every time I have been there over the last three years. read more

On my way home from an appointment yesterday, I had some extra time, so I decided that while I was on that side of town I'd stop in and check out the new Watches. The store had moved and was twice the size since last there. A very needed thing. The store was very busy, as usual. And there seemed to be an abundance of staff on hand. However, most seemed preoccupied with their hand held devices or chatting with other staff. No one greeted me. After 10 - 15 minutes I finally got the attention of a staff person. She was pleasant and directed me to the watches. There was only one staff person there, busy with another customer. Although I started browsing the watches, and several staff were around, no one offered to assist me. At last the busy staff asked if he could help me. My main objective was to try on the two different sizes for fit before buying one. But, they did not have any of the large watches on hand to try out. So I left. This was the first time I've left an Apple store a disgruntled Apple diehard fan. I hope it was just a fluke and not a trend. read more

So unbelievably unhelpful and rude. Asked a very simple question and the man was extremely rude and talked won to me. Customer service like this makes me not want to use Apple and ruins the company. Extremely disappointed. read more

I came in to replace an adapter that was covered under warranty. They indeed replaced it. But the wait was extremely long. One rep in the store was extremely rude. I was standing in line and she needed to get into a drawer and basically told me to move in a very rude tone. Overall, the place is disorganized, the wait times are ridiculous, and this place was the first time I had a rude Apple Store employee. read more

I recently went to the Apple Store in the Crabtree Valley mall to get an I phone fixed. It was a couple of days before we were headed out of town and needed to get it fixed asap. The cell phone store in Wake Forest was not able to fix it. I was told we would have to purchase a new phone with a new contract of at least $23 a month. They suggested I either call Apple or go to the Apple store in Raleigh. I called Apple that night and spent at least an hour with the technician to no avail. I decided to go to the Apple store the next day. I had been told there would be a long wait since I didn't have an appointment. I went anyway and was seen immediately. A manager (I believe) asked a young woman named Delia to assist me. She was knowledgeable, courteous and friendly. After several attempts she was not able to fix the phone either. However, she offered me a deal on a brand new upgraded phone that I could not refuse. I was also able to add a two-year warranty. I am so grateful to her and the staff at the Apple Store. The new phone fit the battery case that I already had so that saved me money also. Thank you Delia!!! read more

I love Apple products, but this store brings shame to the Apple brand. I have literally experienced an issue every single time I've been in this store. Most recently, I scheduled an appointment online to have my cracked iPhone screen repaired. I arrived early for my appointment, was checked in, and the technician I was working with confirmed that the screen needed repair (or doesn't take an advanced degree to know there's a cracked screen). He then proceeded to tell me that they had met their quota for repairs for the day and I need to reschedule and come back another day. That is not OK. For starters, if there is a reason they are behind and unable continue with repairs for the day, customers scheduled for repair appointments should be contacted and informed. It is completely unreasonable to think customers should drive out of their way to the store, only to be told to try again another day with another appointment. The manager on duty's name was David Weaver. He was callous, rude, and lacked the skills necessary to succeed in management. He saw no problem with turning customers away with schedule appointments and telling them to come back another day. He refused to provide any information regarding who his supervisor was or when someone with higher authority would be in store. He even made a comment that, even though "screen repair" is selected when the appointment is made, that this "means nothing" and they need to confirm that's actually what's wrong. I have since confirmed with Apple that the store was not following policy. Apple has informed me that a scheduled appointment should be honored. I honestly believe they just wanted to get out the door at 7 PM when the store closed and not be stuck because they still had work to do. This is the equivalent of a restaurant closing down the kitchen early and not serving customers to avoid having to clean after closing. I have escalated this issue to higher ups within the triangle, corporate, and the better business bureau. I refuse to continue making appointments only to be turned away because they "don't have time" to complete the repairs. That is absolutely ridiculous. read more

Possibly the worst experience I have had with Apple. Went there today because they have 5s's in stock. The kid pulled up my account but it was showing that I was only eligible for a partial upgrade discount. That was not the case. I called AT&T and they verified that I was, in fact, eligible for the full discount. They were willing to send emails, screen shots, what have you. The manager on duty wasn't interested. Would not even get on the phone with the AT&T rep and basically brushed me off to the in house Apple/AT&T rep. That rep was able to see that I was eligible, but the manager would not speak with her. What is the point of having a designated rep if she means nothing to those who run the place? I mean really, I wasted 4 hours in that store today and here I am with NO PHONE. And I don't mean no new phone, I mean NO PHONE. Maybe it's time for me to go Android. read more

Terrible store and service. Ordered a battery to have my i7 fixed and was told we could not make an appointment and needed to drop it off. On a Friday mid-day was greeted by numerous employees to take down what we were there for - what they need is more service technicians since we waited over a half hour just to have the phone taken while other employees were doing nothing. We were then told it would take 4 hours and we would receive an email when it was ready. We never received an email, called the store the following day and was dropped two times. After finally getting a live person they lied and claimed we were notified - never happened. No wonder they are having trouble since they lack any customer concern or care... hello Samsung. read more

I've purchased a couple items from here and had Mac repairs done. The staff is super friendly and as always they have the best customer service of any store! read more

"See, you know how to take the reservation, you just don't know how to *hold* the reservation and that's really the most important part of the reservation, the holding. Anybody can just take them." -Seinfeld. I understand that the Apple stores are busy. I am a lover of apple products. I have two iPhones in my house, an iPod, an iPad and an Apple TV. I plan on buy an iMac this year. My problem was with the genius bar. I walked into the Apple Store because I had an issue with my phone. I knew I would have to make an appointment off the bat. I stopped one of the people working there, explained my situation and asked if I could make an appointment. Sure, was the reply, we have one in about fifteen minutes that is open. Great! I told them let's make it and I left the store. Came back fifteen minutes later and checked in. And then I waited...forty five minutes. I saw people with larger items; laptops, full computers, etc. come and go while I waited. Finally had someone help me and was done in about ten minutes. I will continue to use Apple products, but just need to have a better understanding of reservations. IF I have a time, I should be helped near the time I signed up for. Pick it up Apple! read more

I visited the Crabtree Valley Mall Apple Store on Monday, Jan 15. Matthew helped me get a new iPhone (my old phone was busted--I had AppleCare). Since my phone was busted, erasing the info was tricky but Matthew was very patient and helpful. Cody helped me set up the Apple Watch 3 I also purchased. He was very kind and helpful! He also helped me restore my info onto my new iPhone and my new watch. Many other viewers have given this store negative reviews. I have thoughts on this. My experience was A++ BUT I also came 110% prepared for my visit. I had backed up my iPhone, I had turned off Find iPhone, and I did everything else Apple suggested I do BEFORE my visit. This made for an easy time even though we still ran into a few snags. If you do not do the necessary pre-work, you are going to get frustrated and make yourself, your kids, and everyone else miserable. This store has moved to a new location in the Mall so it's much bigger. As a result, there are many places for kids to try out iPads (and be entertained!), and the store has bathrooms. It's still a busy store but there is more room to spread out. If your last experience was bad, consider coming back (but don't forget to come prepared!). read more

So helpful. Really go above and beyond. Really knowledgeable staff. Would recommend someone at the door to check people in and help guide people in the right direction but overall a really good experience. read more

Was visiting the Raleigh area with family and naturally wanted to visit the Apple Store at Crabtree mall since our hotel was close by. As with most Apple stores it was crowded with customers. Since I have been a Apple user since the 1st iPhone, I brought my grandson. He recently had received the iPad 10.5 Pro. We were interested in a number of items and even with the crowd we were helped quite soon after entering. Our store rep was Phillip, who was very accommodating in showing us the devices we both were interested in. I had heard about the Apple IPods Wireless, but since I had 3 other wireless devices I was skeptical of the sound quality. Phillip showed us a unit as they are back-ordered as of this writing and I was blown away with their quality. I'm sure there are better sonically devices sold, but this pair exceeded 2 of my own... Again, crowed, excited environment with plenty of hand on play time ... but I was really surprised with the plethora of representatives that were helping. Apple does it right with their stores giving u a chance to experiment with whatever device you are searching for. Great atmosphere, great service, and many thanks to Phillip for outstanding service . We walked out poorer but happy !!! read more

If you actually have a schedule to keep, you need to avoid this place. Thirty minutes and still waiting for them to get to us. And yes, we have an appointment. Like other reviewers said there are a lot of Geniuses standing around not working with people. If you are on break, leave the work area. We can see you are checking private email, etc. Staff was friendly like most Apple staff, but this store should try using the big screen notification thing that other stores use so you can see exactly how long it will take for them to get to you. read more

I went to the Apple Store at Crabtree two days ago for a watch repair. The person that helped me (Hillary) was very quick to address the issue and even got the manager (Debbie) involved to make sure I was happy. I really appreciate their excellent customer service! Thank you! read more

Good customer service once you are being assisted, but their ability to triage long lines and move people quickly leaves a lot to be desired. Employees need to multitask and take the blinders off. Too often they are narrowly focused on one person, which feels great when the you, but it's super annoying the other 95% of your time in their store. read more

I had the most heartbreaking experience going into the Crabtree Valley Mall Apple Store and I don't know what else to say other then I'll never go into see another tech representative. If you don't look like you're dripping in diamonds and gold don't bother going into the store. Got rushed out and found out that memories that I had are gone forever now wiped because somebody that was irresponsible didn't take the time to care and work with me a customer. Excuse me for coming in to the store in sweats tech rushed and then all of a sudden left me for the gentleman in the suit without so much as a goodbye or did you understand everything. read more

I have spent Thousands and Thousand of money on Apple. I'm officially done with them. The last straw while maybe small has turned me away for good. I visit this store last week to buy a charging base for my AirPods. I have to make an appointment with Genius Bar and the earliest is 6 days later in the middle of a work day. I take it. The rep says I will need to bring my serial number. I return 20 minutes ahead of my scheduled appointment and they won't check me in earlier than 10 minutes. Ok whatever. The non Genius comes over, I give him my serial number and he's says they need the receipt. I log into my Best Buy app and it shows the transaction but not the actual receipt. I bought it inside a store, so I have to drive and hour away to Best Buy to ask them to print it off. And then make another appointment in 5 more days. These base chargers work with any pair of AirPods. This level of scrutiny is so damn stupid. I'm just going to buy a set of Bose and Apple can piss off! read more

Do everything within your power to not come here. Despite having an appointment and having done all the diagnostics possible to resolve my issue through the user interface, I still am waiting for 2+ hours to see a "genius", who I will simply drop my computer off with so they can fix the hardware problem, and then have to come back in two weeks to repeat the process again for pick-up. Meanwhile, two "geniuses" are standing across the table from me, gabbing. Not Helpful. read more

i had a great experience here after running into a not so great one with my phone provider. our genius chill was awesome and fixed our issue within minutes. good service, clean, friendly. read more

Went there to get my iPhone fixed since the front mic stopped working and the face sensors were off. Got to my appointment at 12:00pm and was told to check back in 1 hour. I checked back and they needed more time bc their calibration machine was acting up. Told me to check back at 3:30 - came back and was told I wouldn't be able to have my iPhone fixed today since they didn't have the part I need. I drove from 2 hours away and wasted my entire day here waiting for nothing. Seriously - WORST service ever considering the hefty amount of money spent on their phones. read more

Have many of their products. Barely got acknowledged No signs prices or information posted. When finally acknowledged. Quoted outrageous times and prices for service. Apple is losing out. Will probably change products next go round read more

Made an appointment here through the Apple Store app. Arrived a little early and a guy took my information down and told me to come back about 15 minutes before my scheduled time. The girl who helped us at the Genius Bar was super nice. My Apple Watch (which I just bought in February) isn't working. We have to send it off and it'll be a few days. All in all, I had a great experience here and no problems. read more

I drove over an hour and a half to an Apple store in order to get the iPad Pro 12.9 without having to wait for delivery. And it seems that the iPads Siri activation by voice only works when it's plugged into a charger. Not sure why they would put such a ridiculous feature into the iPad but that's besides the point. My point is that the representative did not tell me about this and now the only way I can return it is by driving another hour and a half back to the store. Most unprofessional experience i've ever had shopping anywhere. Long time android user wanted to switch to Apple but you guys have lost a customer. Absolutely ridiculous! read more

My daughter dropped her ipod and wanted to have it repaired or replaced. She just turned 10 and wanted to use her birthday money and I'm trying to teach her a lesson about responsibiIity. We drove 30 minutes to this store because one of her soccer team mates says they will fix them. Discussed the situation with one of their sale representatives and apparently you have to make an appointment with a Genius because the sales guys can't help. They can't quote pricing either.... Lots of blue shirts standing around looking at each other and no one can help us. They could have made a little girl very happy but instead cemented a wall between their products and my wallet. Steve, your boys can do better... read more

Visited on a Friday night. Store was packed but all staff were friendly and kept their cool. Tech support guys are awesome. Love the big screen games for the little ones at the back of the store. The store needs a bigger space - it's a bit cramped. read more

No registers! My favorite part about this store. When it's not crowded, service is super fast, but when it's full, good luck. Your best bet is to make an appointment online and come at that time. Oh, I really like the year warranty, I dropped a 30 lb weigh on my headphones and an earpiece split in half, and they replaced it, no questions asked. read more

The battery in my iPhone gave out I waited for over three hours and they tried some stuff I've now had to travel to the Apple Store three times and I've waited over ten hours and my problem still is not solved read more

I did not understand their philosophy of making appointments. I went there with an appointment and they said it is going to take 2.5 hours to change my iPhone's broken screen however when I went with no appointment they said the same thing and promised me that it's gonna take half an hour if I come in with an appointment. So far I've been there 2 times and still have a broken display. My suggestion: be there first when they open up, it is better than any appointment. At least that's what I'm gonna do. read more

0 stars -We walked in for our 10:30 am appointment, and there was a nice gentleman at the front, that gathered our information. He then sent us to a table and asked us to wait for someone to help us. I look at the end of the table and there are 5 employees standing there talking to each other, and other employees all over the store as well standing around. I say to my husband, what are we waiting for? He says, I don't really know. I say to the group of employees at the end of the table, why was I asked to wait here, when you're all standing there? A very rude man with a beret tells me, we all have our own roles, and walks away. A nicer man says to me, you're waiting on a tech to come out. About 10 min later a girl with purple hair comes out, and I'm sure is not a tech, as she had to go in the back and talk "with someone" several times. She finally brings out a "manager" another very rude person and reiterated the same BS the girl had just told us. We need a new battery for our sons phone, that is still under warranty. Apple completely rips you off, to make you spend endless amounts of money on stuff you don't actually need, when you just want a phone that will work. I think it's absolutely ridiculous I have to go into this mall to deal with a group of twenty somethings that have no manors, wrinkled clothes, and no regard for anyone because it's just a job, and they don't care, to have anything fixed when it comes to iPhones. Thanks for wasting my Saturday !!!!! read more