There was awful service and I don't recommend that you go to this apple store. I wait for about an hour just to be asked what I needed and waited another 45 minutes to get what I can to pick up. read more

I love the Apple Store when you are in it, but to try to talk to someone on the "phone" is another story! You would think the phone being a big part of their business, you could ask a quick question instead of it taking 2 minutes to realize I don't need to take my phone there, it took 30 minutes. Answer the phone Apple!! read more

This place sucks. Don't bring your phone here to get fixed, you'll wait an hour even with an appointment

I have been on hold with the Lenox store for twenty-six minutes now. Why? They are simply trying to transfer me to the repair area so that I can find out if I am ever going to get my laptop back. They have had it for nearly two weeks. Originally, they told me one to three days - but they misdiagnosed the problem and needed an additional three days. After five more days, I called them to find out what was going on. They said my new hard drive had been ordered but they didn't know when the part would come in. I pushed, and they said they literally had no idea when the part would come. I haven't heard anything since - we are on day 12 without a computer. And, I am still on hold right now while they try to simply transfer me to the repair area so I can see if anyone can tell me when I get my computer back. I have been on hold now 30 minutes simply waiting for them to push a couple of buttons on the phone and transfer me to repairs. After thirty-eight minutes on the phone, I finally got someone to check-on my computer. They still "don't know" when the part will be in. I asked to speak to a supervisor, they said no one was available. Can anyone recommend a good store to get a Mac fixed? Update: Guess what? The manager still hasn't called me back, as "Aisha" promised five hours ago. read more

Customer service in this Lenox Mall store is pathetic. My wife and I came into the store, selected our product to purchase within one minute and got in the line to pay. Despite the 30 or so blue-shirted employees wandering around the store with clipboards, chatting with customers and showing them the wonderful things Mac can do, there were only two people on cash. About 10 people were waiting in line ahead of us. Instead of simply cashing out the customers like us and most of the people in front of us, the two clerks seemed to be on product review duty as well since they spent 15-20 minutes talking with customers about their purchases. None of the other employees in the store seemed to be concerned with the experience of those of us waiting in line. When we tried to ask someone for help, all we got was a cold-shouldered response since looking official with a clipboard and microphone and asking other customers if they needed help seemed to be a priority for the staff members that we approached. No one had the foresight to put more people on cash to improve the customer service for people ready to make a purchase. I know that stores get busy, and yes, this store was busy, but in our case, when the simple purchase of an ipad keyboard takes 40 minutes, the wait is excessive and therefore the service is poor. Our purchase took under one minute to complete. By the time we left, the line-up was over 20 people long. This is not an isolated incident. Our daughter had a similar experience trying to purchase an ipad. First, when she went into the store to get the ipad, she was told that she had to make an appointment on one of the store computers. She did this and then was told that she had to return the next day or so after she received confirmation for her appointment. Not only was this inconvenient for her, but it was also rude. Apple seems to be saying that it is doing people a favour by selling them an Apple product. When she did return to the store, a rather dismissive "greeter" carrying on a personal conversation with a friend, it appeared, told her she would have to wait for the next employee. Over the next hour, three employees came up to her and asked her if she needed help, but when she said that she was waiting for an ipad, they told her that she would have to wait. Finally, one of these three turned out to be the next available employee. He then walked to the back of the store, picked up the ipad and rang up the transaction. It took less than 5 minutes. Why could someone not have done the same thing as soon as she entered the store? She knew exactly what she wanted and simply wanted to pick up the product. Apple needs to make its customers feel valued and make their shopping experiences as pleasant as possible. Making a customer who wants to spend money and to complete a simple purchase quickly feel like a second class citizen is a terrible business practice. Surely, someone with common sense or people skills in business should be able to recognize this. We will not shop at this store again and will take our business to a competitor that sells Apple products. read more

This store is very disorganized. Customer service was slow. Store closed unexpectedly for 3 hours. Three different lines formed outside the store still no representative came out to organized or pass out information. They didn't know what they had in stock and you had to wait in line. Sorry took my business elsewhere. Any Apple store should have preimum service for the amount of money the products cost. Sorry Apple back to my crackberry and pc for me. read more

is it possible for this 'giant' to have a training that actually has the 30+ ants running around in same colored tees that can perform change, help, make a decision, etc. read more

Absolutely terrible customer service experience when attempting to get my defective phone fixed. I suppose Apple has captured so much market share that they don't care about doing the right thing by their loyal customers. read more

Love coming to this Apple Store! Drove over a 150 miles just to come here and get service when I need it. Everyone is knowledgable about the product and they are very quick serving. read more

I purchased a gold MacBook from here yesterday. I've been in this store plenty of times as I am an avid apple dork. My only complaint is I was not greeted. The greeter watched me walk in and did not say a word. Or smile for the matter. I walked around looking at different macbooks and realized when I was actually ready to purchase, I'd been in the store for 15 minutes or so without any acknowledgment from ANY employees. I don't know if I looked like someone who would look around and leave without purchasing or what. So after getting a little irritated, I told my friend, "I guess they don't want any sales today." She was about to get help when I told her not to as plenty of employees who were not busy walked around us. Plenty had even made eye contact and kept it moving. An associate helping someone overheard my comment and asked if I needed help. I told her "I've been trying to buy a laptop for about 20 minutes now." She immediately paged someone to come help me. From this point forward I have no issues with the handling of my order. The guy was actually happy I came in, purchased and left without a hassle and asking a jillion questions. Next time, brush up on the customer service and don't assist people based on who you think will actually purchase. Still a loyal customer though! read more

Here's the deal. I came in at 8pm tonight with a shattered iPhone and some crappy luck (neither of which were Apple's fault)..the manager, Martin, not only got someone to help me out of thin air, they didn't even charge me anything for the $199 I was expecting to pay for a replacement. I'm still scratching my head as that is hands-down the best customer service on the planet. Period. read more

When calling to check on the status of a battery order for my phone, I was redirected to the main Apple Support line because no one would pick up the store phone. Once the remote Apple Support staff finally reached the store themselves (with me being ~40 minutes on hold), they connected us on the line. I was connected with Karen (in the repair department) who very matter-of-factly stated that my battery wasn't in and that I would be receiving an email when the battery arrives. I explained that I had called ~2 weeks prior to this, and was told by another representative to call back in about 1 week as they expected the phone to be in, and that I was simply following instruction. Karen said she didn't know why they would have told me that, and that she didn't know who I talked to, but they told me the incorrect information and that again, my battery is not here and I should wait for an email. When trying to clarify to her why I was calling vs. waiting for the email, I explained that a friend who went through the same process had a battery that arrived at the store with no email notification. She replied that they send an email to everyone and that she has over 5000 repairs in her queue with about 4800 of those being battery repairs, and that she personally sends each email to the customers (seems like a lot to keep up with!). She again reiterated that I need to wait for an email, and that I should expect that email within the next 2 weeks but that she wasn't sure really as all the batteries are taking at least a month. In the end, I spent 45 minutes on the phone (~40 of those on hold) simply trying to check on the status of the battery (already 3 weeks behind the initially promised schedule by Apple), and was treated very unprofessionally and rudely. Perhaps it isn't Karen's fault her coworker gave me unrealistic expectations of the battery arrival and told me to call back, or that my friend never received his email (even though she claims she personally sends each one). But if she knew anything about customer service, she would realize that the situation doesn't give her an excuse for her attitude and that the reasons for why I was calling her in the first place were actually Apple's fault. read more

We had the best experience here! Dwayne was extremely knowledgeable, friendly, and helpful. He answered all of our questions and even mentioned topics we had not considered. I highly recommend this Apple Store and staff. read more

Terrible customer service with completely unfriendly staff and the managers are worst. I was there for an appointment to change the battery for iPhone 6s and I got into the store at 6:30 PM and after around 45 minutes told they are not able to change the battery and they only can extend the appointment for another day or, they can keep the phone for 24 hours to take care of it. I tried to talk to manager about this and two managers gave me same explanation about this issue and said "this conversation is done and we can not do any thing else for you" .... just terrible. and it was 3rd time I have had this kind of experience in this apple store and will never go back there for any thing. read more

This is a very disorganized and unmanaged store, as far as I can tell. I made an appointment to have the screen of my phone replaced. I showed up to the store 5 minutes prior to my appointment time, and was directed by their greeter (who was in the middle of the store and took a while to find), to sit at a table and someone would be with me shortly. 45 minutes later, after multiple people with no appointment had come, been helped, and left, and after asking the greeter multiple times when I'd be helped, someone finally took my phone from me (took 30 seconds). An hour later, I came back as directed and picked up my phone. I walked all the way out to my car, and go to re-enable the fingerprint scanner, and the home button doesn't work! So I had to go back and after waiting again, they just replaced the whole phone. I wound up wasting two and a half hours for something that should have taken at most an hour. I highly recommend going to some other store for apple products or service, as no one at the store seems to care. read more

Terrible experience at the Lenox Apple store yesterday. I went in with a totally dead iphone 7plus (3 months old). I am a woman coming out of an abusive relationship, so having a secure phone is IMPERATIVE for me. I told them all my issues, and after 3 hours in the store I still didn't have a new phone. A manager on hand, Nate Nelson, seeing my elevated anxiety at their lack of immediacy in getting a new phone, told me repeatedly to 'take it down a notch' this belittled me and did nothing to help my safety issue of not having an active phone. It seems once he found out that I had purchased my phone at Verizon and NOT the apple store, he discounted me and my issues. Long story shortened, I went into the Verizon store today and in 10 minutes they had my issue resolved and I'll have a brand new phone, no questions asked, by tomorrow. I hate the elitist mentality of many of the Apple store employees, esp. management. I will NEVER PURCHASE OR RETURN TO THIS STORE. Furthermore, after multiple issues with apple cords, ports, etc, I may switch quickly to Samsung (all friends happy) if another issue rises with this $800 phone. Overall, so dissatisfied with Apples level of customer service. Definitely going downhill. read more

I've been involved in several launch events and by far this has been the worst one EVER! I guess appointments don't mean a thing! I guess I should've stuck with the Perimeter Mall location! read more

This was my second time at the store in less than a year but for different reasons. Everyone one, from greeting staff to geniuses was super friendly and welcoming. The problem a different expert at a different place warned me about turned out to not only not cost me the $800 I was quoted, but was correctly diagnosed and solved at a cost of $0.00 by my own genius today. I could have hugged him and told him so. MacBook now charging happily. Oh, yeah... read more

Plenty of people here to sell you products, no one here to help you when they break. Went to the Genius Bar and spent an hour and a half there and talked with a Genius maybe four times - they were too busy "helping other customers". A lack of customer care atypical for an Apple Store; I'll just drive out to the Perimeter Mall store next time I need something fixed. Avoid. read more

Bad service. I waited so long for someone to help that they lost an iPad sale.

Two weeks ago the lithium battery in my 18 month old iPad 2 expanded so much that the device exploded in my hand. I took the broken device to the Lenox Store mall and was told by the Genius Bar that this was normal wear and tear that sometimes happened and that they would not replace the device. They told me that Apple does not manufacture the batteries so they are not responsible. I made another appointment a few days later and after about 45 minutes of arguing with a new person, the manager agreed to replace my iPad 2. I received a voice mail from the Apple Store the next day asking that I call to discuss the transaction, and when I called back I was put on hold for nearly 30 minutes. I finally gave up. The customer service at this store is appalling. I will not be visiting Lenox Store Apple ever again. read more

This is a HORRIBLE STORE! If you have a warranty on your device, don't expect them to be willing to assist you! Their ONLY goal at this store is to sell you more Apple products. I just purchased my iPhone 6 a few months ago and after I downloaded their iOS 8.2 to my phone my touch id wouldn't work. So I foolishly went to their store and I told one boy about my issue. he told me I would have to wait 2 hours and 15 minutes before anyone was able to help me and that I would receive two text messages. The first one would be for my walk in appointment and the second one would be my text to go to a tech. After patiently waiting for 15 minutes I still didn't receive one text message. I returned to the same man to see why I never received a text. This ignorant man put in the wrong phone number AFTER I gave it to him 3 times! So he walks off trying to find out what happened. So I thought. He returned and asked me to sit in a certain section. So I did. Someone came over so I repeated myself yet again what my problem was. In the mean time I saw another customer that didn't have an appointment get serviced before me and he came in after me. I questioned them as to why and was lied too and told he allegedly had an appointment. Which he didn't. Anyway that happened over 20 hours ago. Still no text message. I left the store when I realized I wasted my time going to that horrible store! I ended up calling customer service and filed a complaint and get my problem resolved. The traffic just to get to Lenox Mall is horrendous! To drive from downtown Atlanta took over 2 hours! Just to get to that sorry ass store and be totally ignored! Don't waste your money or time in this store. My next device will NOT be an apple! The people in Apples customer service over the phone were very helpful and apologized for the horrible experience I had in that Lenox Mall store. Still I'm done with Apple products! read more

It was bad experience of my life. I m a big fan of apple and always like to buy their different product . iPad Air is my 4th iPad and I never had problem with other iPad but this iPad was causing problem but I ignored it. 2 weeks ago my iPad completely gone I talked to one employee on phone and she helped me restart my iPad but she told me it seems like I m having some problems with iPad , I should go at Apple Store. I went there with my hubby. The person who was trying to help us was rude and don't to how to talked with his customers. I went there also to buy Apple watch and iPad mini for my son but because of him I change my mind. Even though he change my iPad but it felt like he gave us big favor .he said there are no issues then how the hell my iPad was not working well. I m not giving them in,y bad review but they lost one of theirs loyal customer ... Customer service sucks read more

I was excited to see the new Apple TV in action yesterday and went to the Apple Store at Lenox Square with the aim of buying one. The store was not overly crowded and all of the units were occupied with customers except one. That unit was being used by an Apple employee to play a video game. No doubt part of the idea was to show off the gaming features of the new Apple TV, but what disappointed me was that there were two other employees watching him while I stood next to the TV (in sight of all three employees). After a few minutes and without anyone acknowledging my presence, I walked away telling my wife I did not have time to watch Apple Store employees play games. The gentleman playing the game turned around at that point but ignored my comment as did his two associates. I am a big fan of Apple products but was sorely disappointed my experience at this store. read more

I love this store. I thought I knew what I wanted before I arrived but the sales person showed me several different products and I was able to get a better gift for my dad. You guys rock! read more

I recently purchased a iphone from the Apple Store Lenox Square. The staff was very helpful and knowledgeable. I was undecided between the Iphone and the Dell Venue Pro (www.dellvenue.com). I'm glad I went with Iphone. The iphone was priced right and my sales girl answered all of my questions. She even helped me set up everything! read more

Yes, it is crowded. Yes, you should get an appointment for the Genius bar. There are PLENTY of people here to answer questions, and no matter how obscure, they either know or get someone who knows. Despite the fact that it is crowded and popular, I would say I never really have to wait to talk to anyone. read more

AVOID THIS STORE IF YOU CAN. I came here to purchase an iPad, they told me I would be able to pick it up in store after it processed from ordering online. Mind you I called the store and asked them all of this before coming in even waited on hold forever on the phone. So I show up and go to order it online since someone else was paying for it as a gift. They had the iPad in stock but online said I wouldn't be able to pick it up until the next day or so, so I had to choose the perimeter location if I wanted it same day. So basically I wasted my time calling and going up there just to have to go somewhere else. THEN I decided to go buy the case and keyboard from Lenox because it happened to be closer. I walked in and was barely helped and even after telling this "genius" I'm looking for a keyboard and that I'm not sure of the size he still ended up selling me the wrong size. Once again give come up here for no reason. I have way too many apple products for their service to be like this especially at such a large and popular store. I will never come here again and I will recommend the same to everybody I know. read more

Everything was going great. I had just finished backing up my computer's internal hard drive to my external and was about to give my MacBook Pro to the wonderful associate who had been assisting me, but he was busy assisting another guest. So I asked another "genius," a short little black dude named Trey, to please unplug my charger so I could pack it up and go about my day. Trey unplugged my charger, put it behind the counter, and told me he would have to confirm with my associate that it was, in fact, mine. I insisted that it was, but Trey ignored me and walked away. I then asked yet another associate to please give me back my charger, which he promptly did. I don't know what Trey's problem was, but he picked the wrong guy to mess with. I complained to the manager, who apologized to me for Trey's conduct. I told the manager that I wanted Trey to apologize to me, since it was Trey's behavior that was unjustifiably rude. Trey refused to apologize. So I told Trey to kiss my ass, and he yelled at me as I left the store. What a jackass, they should really fire that little punk. read more

i probably won't give this location the time of day again unless absolutely necessary. this past spring, i started noticing this blue spot on the screen of my iphone 8 plus. after a while, my battery started draining super fast when i'd open certain apps. i knew i was going out of town so back in july, i decided to take it into the store to get it checked. i had already done my research online and determined that my battery was swollen and others with the same issue instructed others to go in, explain the situation, and you'd be given either a new phone or a new battery. i got to the store shortly after it opened and had to make an appointment. i explained the issue to the guy and told him it was my battery, but he was persistent with the idea that it was my display. whatever. it took them maybe two and a half hours or so to send me the text to bring my phone back. i got in, sat down and explained it to the tech. he too said it was my display, until he ran a diagnostics test on my phone and saw there was what? an issue with my battery! he then takes my phone to the back and comes back out a few minutes later and tells me that my phone has liquid damage and a sticky residue around my battery. huh? i know for a fact that no liquid has been on or around my phone and my phone has never been submerged in liquid. something felt really off about this and it was confirmed for me when he told me i'd just have to purchase a new phone for $300+. this wasn't going to be an option for me since i didn't fully believe that my phone was water damaged and because i was going out of town and was trying to save money. he also gave the option of getting a refurbished phone through the insurance i had with my phone carrier for a lesser cost. no! i did let a few months go by and my battery life got weaker and weaker. i decided to take it to a different location today, fully prepared to buy a new phone at this point if the water damage was TRULY the issue (and i requested for proof if that were to be the case) because i couldn't handle only being able to use my phone for no more than 10 minutes while it wasn't on the charger. turns out, there wasn't any water damage to my phone and i got my phone replaced for free! i really hope that the workers of this location stop trying to just get a sell or become knowledgeable about the technical issues with the products. i would've been out almost $400 unnecessarily and that wouldn't have been fair to me! read more

Not impressed with Apple Lenox. Friends convinced me to buy a mac to go with my iPod and its been horrendous. First off, the Apple store is always crowded. WIth 200 employees its chaos. If you buy a 1-1 membership, be aware that Lenox only has a fraction of the classes and training that other stores in other cities and states have. I don't know why but check Apples website and you'll see everything from iMovie to garage band to Lion and more are not offered by Lenox. The staff pretend to care but t hey really don't. They often say "I don't know" or "It can't be done" when Ive found easy answers by asking a friend who works on a Mac. Its been very frustrating to pay for support that is useless. Also be aware of their data transfer from a PC; odds are they are going to screw up your new Mac and then blame you for using a PC. Many staffers have just been incompetent...They tried to fix a small problem on my computer and ended up deleting a bunch of files, forcing me to sit with a trainer for TEN HOURS TO GET IT FIXED!! Not impressed with the overpriced laptop either - Ive had more buffering and frozen screens than my ancient desktop. If I could turn back time, I would never have bought a Mac (Oh my iPod has died twice too for no apparent reason as I barely used it)...I think Apple is a club...(Also read the WSJ story about how Apple employees are trained and you'll note that what they say to you is a well crafted script) read more

I absolutely love all of Apple's Products. My expectations of the store and staff proved to be a big disappointment. No structure in the place at all. It seems like a bunch of high school students are working there with very little knowledge of Apple Products and Services. I am really surprised and I thought I would meet a very punctual and intelligent environment when I went to purchase my Macbook and iPhone. The techs there could answer hardly any questions about phones and I just perceived my trip as a total waste over there. The next time when I purchase Apple products, I'll definitely order online. At least I won't feel like Ive wasted all my day and have accomplished nothing. Very disappointed in such an establishment with superior quality products. My advice to Apple: Please hire people that are interested in the public's best interest, who are not lackadaisical about their job, who appreciates their job and represent Apple's name in a better way. Hire managers who care about the store's appearance, the employee's demeanor, and get the place in to a decent structure. When it comes down to paying the big bucks for Apple Products, I really don't mind paying but I do expect better customer service reps who are equipped with knowledge, and ready complement Apple's reputation as leading provider for today's technology services. If the store is extremely busy then Apple should consider relocating or expanding. Thank you read more

horrible and rude staff! made me wait 4 hours with an appt to get a replaced phone under warranty! go some where else the GM could CARELESS! read more

I went in to this Apple store to purchase my first iPhone recently. The first day I went in, the service was very good--although it took me a few tries to actually get connected with an employee able to help me, the one who did walk me through the process was very helpful and professional. He told me that I could come back in whenever, with or without an appointment, if I needed to ask questions or troubleshoot issues for my new phone. The reason I'm giving one star is because of the absolutely awful customer service I received when I went in yesterday--I will never go back into this store unless I absolutely have to. I asked numerous employees if I could have someone help answer a couple questions about the phone for me, and they just kept shuffling me to someone else or telling me to wait for assistance at one of the "personal setup" tables, where no one ever acknowledged me, asked if I needed help, or told me that they would be able to help me later. Finally, after waiting for 45 minutes with no assistance whatsoever, I found an employee and told him my issues with the phone. After hearing this, he asked me if I had an appointment, looked at me as if I were absolutely crazy when I said no (even though I had been previously told they weren't required), and was very rude, dismissive, and very condescending to me. I just left at that point. I will figure out phone issues myself before dealing with that kind of rudeness and terrible customer service again. read more

I went in to have my 2 year old IMac diagnosed for a display going black. They said they would call me in 3-5 days for the diagnostic results. It turned out to be a bad LCD panel and the cost was going to be $400+ for the replacement. I said okay, and to go ahead with the work. They called me back and asked if my data was backed up. I had not done so and had just bought a brand new Time Capsule. She said they would delete and reload, so I would have to come to the store, and either pick up and do, or let them do a data transfer for $99. I said I could bring in my brand new in box Time Capsule and she said that would be fine and they could do the data transfer. Upon getting to the store, I talked to a receiving clerk named D. J.. I told her I had a computer in the service department and I wanted to do a data transfer before they did the work. She said no problem and I gave her the Time Capsule, still the the plastic wrap unopened. I left the store and drove back to work 30 minutes away and got a voice message to call the Lenox store. I called and waited on hold for 42 minutes before someone was able to take the call. The receiving person that I dealt with at the store told me that my Time Capsule needed to be registered before they could do the data transfer. I asked why she did not inform me of this at the store, she said she did not know. I told her I would come back and pick up both items. I also told her it would have been very helpful to have that information ahead of time, as not to waste my time. I will not go to the Lenox store location again. It's just way to crowded and the customer service was lacking. read more

Very frustrating experience with the Apple Stire at Lenox Mall! I had to drive an hour and a half to get there (with three kids) after talking to an Apple customer service rep on the phone. The guy on the phone instructed me on how to back up my stuff and restore my iphone 5 to try and fix my problem. He said if that didn't work that I would just need to go by an Apple store and get it replaced. Nothing about having to make an appointment was mentioned! I showed up to the store and saw blue shirt employees standing around everywhere! I went to the 'genius bar' and a guy said since I didn't have an appointment he didn't know if I could be helped. He pointed to a cluster of employees (doing nothing but talking to each other) and said to ask one of them. I asked a guy and he said that they were missing some employees so they were double booked and I would have to come back later! I explained all I needed was a phone replacement and how far away I lived, didn't matter, they were NOT going to help me without an appointment! To see everyone standing around and not helping others when no needed something so simple made me want to scream! Horrible customer service! read more

I thought my visit was going really well when my Genius Bar appointment time was honored right on schedule. For once, no long wait even with the pre-scheduled appointment which had happened numerous times before. My agent was helpful, kind and very quick to resolve my iPhone issue (frozen "bricked" screen thanks to latest ios software update.) I came back within the 90 minute time period to pick up my new phone and was seen pretty quickly, but this new agent was terrible, unresponsive and never once smiled. He made zero eye contact with me from the beginning and never introduced himself. He was distracted by two other (younger) female customers and kept helping them and paying little to no attention to getting my new phone up and running. When I asked him to please help me so we could finish the process he just gave me a dirty look - I kid you not - a dirty look b/c I had to gently interupt him from flirting with the other customer. Once I finished logging into the phone he told me I was "good to go" so I left only to get home and realized he hadn't installed my cellular carrier SIM card. Seriously??? Now I have No Service and a nonworking iPhone tonight thanks to him. That guy needs to keep his eye on the ball and could benefit from much better excellent customer service training. I was extremely disappointed and now my IT guy at work as to take care of it in the morning. Typically I find this Apple Store to be top notch and hire really good people....but this afternoon I cam across one really bad "apple." read more