The Apple store is now back opennnnn!!! It was great being able to talk in person for my service appointment at the genius bar. They are following ALL COVID standards. I was impressed because this location is always jam packed outside of covid times. Everything right now is done by appointment only with them. I will definitely visit again for my Apple product needs!!! read more

The service is terrible since covid. Even with an appointment I waited an hour to get in. They don't do repairs in house now anyway, so they send everything. I've had various macs repaired, and it was always a breeze. Now it is difficult. Last time I went, they assessed the issue, and sent me a box so I could send in the mac based on a quote. Recently, a mac was not charging, and they just said 'Pay us $599 and we will fix it', without a diagnosis. Seems high for a power supply or charging issue. Some companies are using the pandemic to lower their customer service standards. Apple seems to be one of them. Actually considering switching to another system for software development, since now reliable repairs are less available. read more

Sherwin was terrible. He was rude and condescending. Do not go here for service and be sure to avoid him if you come for any other reason, but I would go to the Southpoint location to save yourself from the headache. I came here for service after talking to customer support over the phone. They told me I could come walk in without an appointment. I drove 40 minutes to get there before they opened. Sherwin told me I had to wait 9 hours! That's not a walk in, that's an entire day! He didn't explain or even apologies for the inconvenience, he actually just said " this is why we offer these options for you", which I'm still trying to figure out what that means. As a parent and working professional, I'll tell you again, if you want to avoid an enormous headache and being treated terribly, don't go to this location. read more

There was a time when I would happily prefer to drive all the way to the Apple store in Durham rather than visit the one in Raleigh. Cramped, hot and putrid air and marginally helpful staff was beginning to be the norm and not the exception. Something must have shifted as the staff seemed to be extraordinary connected on my last two visits. My friend took 2 and a half hours to decide on merchandise and the staff were friendly and congenial with infinite patience. Remarkable. I was afraid we'd have to pull out cots and stay overnight. The two sales persons did not mind. Again. I say, remarkable. read more

Purchase a IPhone 14Pro last week at T-Moble in Apex. NC. By far the best service EVER!!! The guy that helped me was knowledgeable, very professional, yet friendly. Couldn't ask for better service. Such a breath of fresh air after the rude service I encountered at the Apple Store in Crabtree Mail. Apple employees are arrogant, condescending and not as knowledgeable as you think, they should be. read more

This is the worst store and Apple should really shut it down. I had an issue with my new iPhone and I had to go there twice dealing with very inconsiderate staff and manager. I ended up calling the online service and after I had to repeat myself tons of times, I'm waiting for them to send me a replacement in the mail. Honestly, Crabtree Valley Mall store needs to be gone or hire better management and considerate employees read more

Well we went there friday. Line from hell to get in. Either have an appt or stand by. Two lines. Place crowded. Well made appt while there for sun at 11 am. Get there, 1030. Wait till 11 for opening only to be told they open at 12. Ugggg so we wait. By 1130 line is growing. Staff outside helped out really well. Got us in quick. Service was great, quick. So in short, sent my macbook pro it for the Flexgate issue. By wed it arrived back fixed to the house. Now thats quick. Hint, make appt. Get there early. Prepare to wait. read more

I had gotten a crack in my iPhone 7 so I drove to this store and got a new IPhone 13 pro and it only took 30 minutes! The man who sold it to me was Smythe! He was sooo nice! I would give smythe ten stars !he was so fast. So If you see him, please ask him for help. read more

I was there a couple of times this week and wwwch person that helped me was very knowledgeable about the products and software. They definitely answered some questions and pointed me in the right direction! Super packed with people butt not a wait to check out at all! read more

Terrible...scratch that. Non-existent customer service. I was in the store at least 30 minutes without even once being acknowledged by the staff. I made eye contact with several, but was never approached. I tried walking around to the different stations like I was lost or didn't know what I was doing there. I mean, I didn't. It's not like you can walk in, pick up an item, and walk to a cashier. So, I thought I'd walk out, then walk back in...maybe they didn't see me the first time. Well, perhaps they didn't see me the second time either, because I still didn't get any acknowledgement that I had entered their store. If you're buying a phone, save your time, and visit your carrier's local dealer. read more

I went to the Apple store today to buy a Mac Air for my daughter to use in college. I knew exactly what I wanted and had my credit card out and ready. They said I had to have an appointment to buy anything and it was 2.5 hours before I could buy it. Asked for the manager and would not take my money without an appointment. The manager was very rude and could care less if I bought Apple or went and bought a PC. Because Apple and its employees are so snotty they lost a $1700 sale. I guess I will go Android for my next phone and I have had Apple phones since the very first one came out. I went to Best Buy and bought a PC with double the horse power for half the cost. read more

Sadly, this store is not on par with other Apple stores I have visited in other cities. The staff appears to be friendly, but the operation itself is a disorganized mess. Going forward I will only deal with apple.com and do online deliveries. Dealing with this Crabtree location was an inexplicable mess. read more

I've been an "Apple-guy" for over a decade. I've had both positive and less than ideal experiences at the crabtree store. That all changed recently when I dealt with both an incredulous attendant and then an intolerable, manager who only sought to satisfy his own power-trip. I came in after a long day at work for my scheduled appointment to have my cracked screen repaired. The initial attendant told me that there would be a fee. That's fine but I asked her to explain the fee to me since I had apple care and had been told over the phone that there was no fee - and to just set the appointment. The attendant couldn't answer my question and took the tact of just saying "...it's in the terms of service, you should have read that when you got the phone." After being stuck in this loop w/ her for 5 mins, I asked if I could speak with another attendant to help me finish my transaction. She promptly left. A few minutes later a manager approached me, and with an aggravated tone said "Sir I was told you wanted a different rep...I was also told you were using profanity at the rep."? I informed him of the loop I was in with the previous rep and asked for his assistance in solving my questions and repairing my phone. I also told him that I had not used any profanity at all. He then explained why the fee would be needed, but then proceeded to quote me an all together different fee. I explained that his fee was higher than what I'd been told. He said "the previous attendant quoted the wrong price." I agreed to his fee and asked to begin the replacement process for my phone. He then said "That's fine but I need you to agree to not curse anymore..." I informed him that I did not curse at his employee and that reminded him that I'd not cursed at him more had I even raised my voice. I then asked to begin the repair process as I needed my phone for work. The manager then told me that he didn't believe me, and again asked me to not curse. I was getting irritated at this point and I agreed that no profanity would be spoken, and reminded him that I hadn't cursed, at him or anyone of his employees. For the third time I asked to begin the repair. He then said "You said you wouldn't curse at my employees now say you won't curse in my store..." Realizing that this manager had no intention of helping me and was on some kind of power trip, I informed him again that I hadn't cursed, or even been unreasonable, I simply wanted my phone to be repaired. I then told him I was fine, he clearly had no intention of helping me and only wanted to provoke a reaction. I said I'd be filing a complaint and proceeded to leave the store. I walked outside of the store and proceeded to call Apple support to file a formal complaint against the manager with Apple. The manager saw me on my phone and even though our transaction was complete and I was not in the Apple store, he proceeded to call security. Security arrived and I quite calmly explained the situation, while still speaking with a wonderful Apple care rep on the phone. (I made a point to keep that line open as those calls are typically recorded and I wanted everything documented at this point). Long story short the manager of the store told security I was cursing at him, the employees and the children. I wasn't and I informed security that I was in fact filing a complaint at that very moment w/ Apple about the manager. Security was quite polite and I had no issues with them. I was asked to leave the mall, which is apparently standard operating procedure. I informed them I had dinner plans in the mall. Clearly this manager had a chip on his shoulder. One bad Apple shouldn't spoil the bunch, but this manager was thee absolute worst, the attendant who came out to 'assist me' was clearly unable to answer basic questions that they should have known. I've filed a formal complaint w/ Apple but I wanted to post a review here as well. It would seem that the customer service team needs to re-educate their staff. read more

Being that Fayetteville doesn't have an Apple store, I usually come here. Yes, the wait time on the phone can be hectic, but the times that I've had to make the drive they've been pretty good about getting me in and out. I needed a new battery for my computer, but I also ran into traffic on the way, so I was able to get in for a later time. They were also able to get to me early, service my computer within 20 minutes and got me back out the door earlier than my rescheduled time. read more

Full disclosure: I placed my order online as a way to skip the lines since I knew exactly what I wanted. I get that a lot of people aren't tech savvy and need to be walked through their purchase options etc. You already know some of the basics. All the new gadgets are out for you to play with. The store is bright and clean. The thing that makes me dread going there on occasion is how crowded it gets. I went on a Saturday within the first hour they were opened and it was PACKED. Luckily I found someone to direct me to the employee who handled checking out customers who placed online orders. While sadly I can't remember their names, both employees I dealt with were friendly and helpful. In fact, anytime I've been to an Apple Store that's been the case. Once you actually get someone to help you the experience becomes so much better and actually kinda enjoyable. Buying a new gadget always should be anyways right? Pro tip for newbies: walk in and approach the employees. If you just browse and wait on them to find you, you will be waiting awhile. My experience was great. One star off simply because they probably wouldn't suffer from another 2-3 employees. Especially on the weekend. Otherwise, no complaints. read more

Been to this store multiple time. Service and the personnel providing it are courteous, fast, kind, knowledgeable, and patient every single time. Without fail! read more

So, a friend of mine bought an iPhone S 6plus online and received on 22nd of august 2018. She found out that iphone 7plus price went down and decided to swap her 6plus to 7plus and just pay the rest of the $$. Interesting part: apple store don't accept exchange after two weeks from purchased date but they have a Trade in option. iPhone s 6plus trade in cost $150 ( originally $500 brand new never used yet) I just don't understand why... Somebody help me understand I think it's ridiculous... read more

My Bride & I finally got fed up with MS operating systems and PC's to the point where she said: "Are you ready to buy a new computer?" and I responded "Does that mean we can buy a Mac?" We got to the Apple store and there was a line waiting to get in it was so busy. After about 1/2 hour wait, we did finally get into the store, to wait another 15 minutes (still in line) until a very polite and understanding sales clerk was able to give us her complete attention. We discussed what I wanted to do with the Mac, discussed my dislike of laptop and notebook computers and we settled on the high end iMac. Two regrets: 1. Agreeing to buy the "assistance" program that would guarantee me 1 year of fee free help and assistance in the event I couldn't figure out how to work my machine or any of the software (like Garage Band). That was a waste of money because I adapted very quickly going from PC to Mac and the programs were almost idiot proof. 2. Getting talked into the iWorks version of Microsoft Office. Should have just bought MS Office for Mac. The salesperson said it would be the same as MS Office and compatible with MS Office, but while it is compatible, it isn't anywhere near the same. read more

Be prepared to WAIT for help even if you made an appointment . I use to cone here for Apple help but this place always have lines out the doors and very hectic and unorganized. They have awful customer service policy, takes too long to hunt "customer service " down. The only thing that is not bad is some of the prices for the iPhone cases. I had to keep going back because they keep giving me cords that didn't work properly and I hated waiting for something so simple. Finding someone to check you out can be difficult. Y'all need to hire more people and have a ticket number line or something. Because you shouldn't waste half of your day at a store. read more

Apple store employees are nearly second to none in knowledge and enthusiasm for their products, but this Apple store needs either A) more employees working or B) better organization. Let me be fair upfront and say this is about my experience in this Apple store - NOT about Apple products, which are among the best on the market. I was in the market for a new personal smartphone, and the iPhone 4 was on the top of my list. All AT&T stores in Raleigh were out of the new iPhone 4 so they sent me to the Apple store. Well, the Apple stores are out of their new toy as well! The store was massively overcrowded and busy, mostly with people just playing with the iPhone 4 and iPad display models. I knew exactly what I wanted - talk to me about the differences between the 3GS and the 4, I'll make a decision on the spot, and I was ready to buy then. However, I got placed in a lengthy queue in the Apple store's wireless ether by an employee with an iPad...she punched in my name, the product I was interested in, and what I was wearing. For quite a long time I milled around the store looking at products, bumping into people, etc. Finally, a great guy named Joseph helped me with the 3GS...activated my new phone, moved my contacts over, and put my name on the waiting list for the 4 when new stock comes in. The transaction experience was great, once I *finally* came up in the queue. I'm not one of these chicks who wander a mall aimlessly - I much prefer online shopping, but when I need something immediately and must go to the mall, I'm going to a specific store or two and know exactly what I want. For this, I was at the mall WAY longer than I should have been. But I love my iPhone. And it has a Yelp app. Tip: - If you're visiting Crabtree Valley only for Apple, park in the garage nearest the food court. Apple is on that end of the mall on the top floor very near the food court, and that's the easiest in/out for you. read more

Do not use their repair shop! I went in to get a new battery for my phone. I was told I had to disable some features so they could download my data from the cloud afterwards. Everything seemed fine afterwards until I started to see charges on my Apple account for apps I didn't purchase. I'm talking hundreds of dollars. Tried Apple phone support, no help. Changed my password, the hacker just changed it again so now I'm locked out of my account. I even reported my credit card as stolen! I put in my new credit card number on ANOTHER SITE using my phone and now they are using my new card number to purchase the apps again! I am so frustrated! read more

WORST Apple store experience by far. Went dressed-down since it was a nice spring day to hike & this caused the morning staff to completely ignore us. They greeted customers walking up from afar rather than addressing us (standing right in front of them waiting patiently)! Go somewhere else- do not waste your time here. The staff is extremely discriminatory and I am surprised Crabtree allows a store to have such staffing in their mall! The sad part is that I have never had an issue here (when dressed up) only when in casual attire... which is a bit silly since Crabtree is a casual family mall... read more

Not giving one star since I have used them before. This trip was for my two year old MacBook Pro that wouldn't boot up. A two year old MacBook Pro Air and it needs a new logic board...$435. Apple products use to be a good buy, but that is ridiculous. Time to go back to The old PCs. read more

Sent from an iPhone with a $150 replacement screen Don't be fooled by the glamour of these stores. Apple has perfected the art of making their products look sleek and sexy, giving you the kid-in-a-toy-store thrill of playing with them, and then sending in a sales rep to close the deal while you're high on the experience. Just remember -- as an Apple customer, your reason for going to this store will almost always be on the customer service side. And the Apple customer service system is an absolute nightmare. Much like your cable company, Apple puts 80% of its effort into convincing you to sign a contract and the other 20% trying to upsell you to the next one. First, don't even think about walking into an Apple Store with a request. These stores are so overbooked that they automatically stick you on a waiting list. You MIGHT be seen before the end of the day, on a good day. Instead, you're supposed to contact an out-of-state call center. After an excruciating game of 20 questions to confirm that your repair issue is identical to what you told them in the first place, you will be given an appointment time AT LEAST three days out. During the slow season. I have been given "next appointments" nearly two weeks from the time of my call. At your appointment time, you will show up at the store and... wait. Apparently appointment times are more like suggestions. So you wait in the crowded store, often with no seating available, where Apple sales staff hover around waiting for you to take an interest in one of their gadgets. If all goes well for them, you'll have dropped a couple hundred dollars on accessories before you actually get to the service counter. The service process itself is surprisingly quick and efficient. It's almost enough to make you wonder why they don't just hire more service staff. Then you look around and see that the majority of people in the crowded room are Apple sales staff, and the answer becomes obvious. Why hire another service tech when there's still space to squeeze another salesperson into the room? So, nearly a week after you originally called Apple and 45 minutes after you showed up for your appointment, you find out the bill for these wonderful services. I promise you, your next thought will be "I should have just bought another phone". Just don't say it out loud -- there's a sales person right behind you. read more

Andy helped me with my iPhone that needed a battery replacement. He was helpful and even petitioned the manager for a discount due to extenuating circumstances of the replacement. Took a total of an hour for everything to get done. Employees were helpful and I was asked multiple times if I needed help. Not sure why there are so many negative reviews, perhaps I came when it wasn't busy. read more

I went to the Apple Store because this old guy bought an iPod Touch and needed someone to show me how to set up an account for iTunes. (Yes I know it sounds simple, but I had tried at home and couldn't do it) Very polite clerk assisted me and we figured out what I had done wrong. Yes I am now a member of the ITunes generation! Dang busy place too. read more

This is absolutely the worst place to get any kind of service or help. Dozens of people standing around to sell you something, two people working to resolve the seemingly hundreds of people who need technical support or other assistance with Apple products. They even park you in a terrible waiting area where you can sit for....well...I'm not really sure. I stopped looking at the time after half an hour. And this was WITH an appointment. I avoid it like the plague. Surely the big dogs at Apple don't know how terribly this place is done. It's way too small. The staff seems to genuinely want to help, but they are totally overwhelmed by the sheer volume of people. Very poor planning. Awful experience every single time. read more

I'm looking to upgrade my 2008 MacBook & wanted to check out the newer MacBook Pros. Thankfully, the Apple Store at Crabtree Valley Mall is a short drive from my house. Of course, it's the Apple Store & when are they not busy? A summer Saturday & everyone seemed to be checking out laptops & the new Apple Watch. While I had to wait to talk to a salesperson, I was able to try out the MacBook Pro. While I wasn't completely sold that I HAVE to upgrade, I do appreciate the updates. This salesman was walking up towards me & I asked if he could help. He pleasantly responded, "sure!" I asked him to "sell me on this MacBook Pro." And he did ... he went through all the updates & explained flash vs. hard drive. He wasn't pushy & I enjoyed hearing his pitch. Yay for the refurbished site online & the ability to pick up at the store. I am able to get my new-to-me MacBook Pro! read more

Cant say enough good things about this Apple Store. It was busy as usual, but they have a great system set up. I checked in and they took my number and sent me a text when it was my turn. I was able to walk around the mall and enjoy hanging out with my son. Now, first off, my iPhone was in an unmanageable state and Verizon told me ahead of time that it was unfixable and needed to be replaced. However, not only did Apple fix it but actually made it even better. Lastly, the technician that helped me had the best customer service I've seen. Even tho the store was full, he made me feel like the number one priority and didn't stop working even tho all hope was lost. I walked in with a broken phone and I walked out with a working phone and a new friend. His name is Ben and I recommend asking for him if you visit. Good job Apple. read more

So I'm not entirely sure how to rate this, because my experiences at the Apple Store are either fantastic or terrible. First, the terrible. I recently had a problem with my MacBook and needed to take it in for service. I had to make an appointment at the Genius Bar. Excuse me - an appointment? Can you imagine going into Best Buy and being told to make an appointment? I understand what they're trying to do, but sitting for a half an hour listening to some moronic family complain about the cost of a new iPhone after their twelve year old stepped on (and understandably destroyed) his last one does not cheer me up. That said, there's some odd magic about the Apple Store that makes grievances like this OK. It reminds me a bit of a friend I had who owned a Rolls Royce; he told me that Rolls Royce owners are fussy about things that Honda owners would never think to fuss about (like an almost imperceptible rattle in the dashboard at 85 mph), but that Rolls Royce owners also put up with things that Honda owners would never tolerate (like the car breaking down periodically because it's British, and being content with the explanation that that's just what British cars do). It's sort of the same with Apple; we'll put up with having to make an appointment to even talk to a Genius Bar tech, and we do it because their products are, by and large, wonderfully made and exceptional to use. I have bought a few computers, a few iPods and some other doodads at the Crabtree store and have always had good buying experiences there. Kudos to Apple for emailing me the receipt (why don't other retailers do this?), and double-kudos for making their stores giant play areas where I can unashamedly play with the computers for as long as I want to. read more

It was Christmas time so store was busy. First person we encountered was polite but sent us to some one else I was purchasing 2 Apple watches. Older Gentlemen at watch station was useless and rude felt like we were bothering him. I asked for several different bands and was informed they were out of stock. ( maybe he should have checked). We were sent to order them ourselves on line. In the Apple store. No help from him at all. We stood by computer with no assists to christen walked over and could not have been nicer. He not only helped us he suggested other options and we purchased 2 Apple watches with bands in the store in time for Christmas. We then were ushered to another table where a young man named CJ helped us. He was also friendly and genuinely interested in our satisfaction Manager was unavailable to speak with. While having watches set up I witnessed the original salesman send 2 other customers away with nothing this older gentleman should seek another line of work because it is clearly not working with the public. read more

only 1 star because it's required. This is the worst experience I've ever had in store by far. terrible customer service. first of all, I showed up on time for my appointment was told that the appointment was changed due to business availability and now I was considered late. I was told I cannot be assisted for 25 and 30 minutes for something that would take maybe 5 to 10 minutes. I asked for additional help because it was not acceptable. A manager came over to help me. This manager refused to help me with those items I came into the store for and made the appointment for. This manager told me that I had to choose which item I want to help with, and proceeded to treat me terribly for no reason. I can only assume it is because I needed assistance and was not spending money. Run far far away. Unless you're going to spend a bunch of money there, they're not interested in helping you. Also witnessed somebody being stereotypes. Based on their race in my time waiting there. Not impressed at all. again one far far away. go somewhere where they will help you and treat people with common decency. read more

Great customer service. Understandable they are busy but keeps the line making and always provides an excellent customer service

Most disappointing experience I have ever had! Received most horrible customer service one can imagine. I thought I would get the "genius" service, but ended up with the dumbest of all! Might as well shopped online. the Genius dude didn't offer any helpful tips. I could have supposedly trade my old iPad, bud I wasn't told about it after I told the dude i already own one and want to upgrade. Took the survey, and didn't hear back from Apple. Spoke with Apple's customer relation, still nothing. The customer relation representative tried to get the store manager on a phone call to address the issue, but he/she was not interested, wow! read more

Avoid this Apple store at all cost! It is the 4th circle of hell!!!! My son's iPhone stopped working. I tried what was suggested online and chatted with online support, but was told the phone would need servicing at an Apple store. My options were - make an appointment in 8 DAYS from now (seriously?!?!?), or go to the store and wait. Ugh. We chose to go to the store and wait. Upon arrival, 4 apple employees were huddled together while one of them was holding a dog. Is this even allowed in the mall?? When I approached them, one did ask how they could help me. I explained the phone issue (it wouldn't even turn on at this point). I was told all walk-ins were already booked for the day. I could come back tomorrow an hour before the store opens to begin the walk-in wait process, or make an appointment for now 9 DAYS from today. What other industry/business can get away with such terrible service?? My last trip to the dmv was quite a pleasant experience. As was the root canal I had. I would rather do both of these all over again than step foot in the apple store. Apple is a trillion dollar company. Is there a reason they are incapable of opening more stores? Having better service? read more

Made an early morning appointment online and drove up on a weekday as I had an issue with my laptop. The store was busy but check in was fast and efficient. Every staff member I spoke with was friendly and professional. Special shout out to Ray, who was able to diagnosis and repair my laptop same day. Super nice and respectful guy. Thank you Ray, I sincerely appreciate your help! read more

I'm on my 4th iPad in 5 months. Lines in screen, touch screen doesn't work, sim doesn't work. They refuse to refund money and just want me to keep returning them and going back to the store. Long weight despite having an appointment. Not sure what the Genius Bar is actually genius at. Hard to hear the technician with what sounds like a concert during their garage band training class. read more

I walked in with a functioning lap top and left without one. My apointment was to run a test on a reported issue of hard drives in Macbook Pro. Tests passed but my computer would not respond or cut on. I walked out without my lap top and needing to wait a week for it to be repaired. Even though I had Apple Care, they would not replace my lap top since it was not purchased at their store; they did not give me a loaner either. So I am stuck with work I cannot do without my lap top for a week. Beyond furious! read more

Incredibly rude to my 70 year old mother. She called me to ask a question about her phone while she was with her sales associate and I could hear her getting lectured in an extremely condescending tone. So disrespectful and I am furious. read more

I'm from Seattle where we have multiple apple stores within 30 miles. So making the 1.5 hour drive wasn't so enjoyable but both times I went in there, the staff was pleasant. On a Thursday morning, I walked in without an appt hoping to get my iPhone 7 speaker fixed. They said they were booked up and the walk in time was 2 hours. I asked if they had any Air Pods and they did they always sold out of them but got shipments multiple times a week. The following Monday evening, I walked in with an appt and they said the wait was about a hour. 10 mins later I get a text that they are ready! I think his name was Daniel but he had amazing customer service. Turns out the front mic, speaker, and Bluetooth all were malfunctioning (kind of strange since it just came out in September) but it's still under warranty and I got a brand new one for free. While I was there I also happened to ask if they had an air pods- they did! I bought 2 of them and absolutely love them! read more