On Dec 24, 2010 I visited an Apple store (North Star) in San Antonio to have my unruly trackpad checked out. I was given an early appointment. They said they would replace the trackpad for $51.00 parts & $39.00 labor, I gave the go ahead. I went back 29 days later to have the repair checked out because it seemed worse than the original, and they called back and once again said it was fixed. I took the Macbook pro back home used it and realized the problem is still there and somewhat worse with extended use. Went back for a third time they said they would replace it, once again to make sure it was not a hardware issue. Just picked it up today to only find out that this time was the only time they actually replaced the trackpad even though I was charged initially for a new one, the tech only attempted to adjust the original so says the only honest tech at the genius bar. The whole experience felt like being ripped off by a dishonest auto repairman. read more

Superb service. Kept my appointment on time despite having a full store, and went above and beyond to fix the problem. I'm an Apple customer for life after today's visit. read more

If I could give no stars and still leave a review, I would. I bought a 128 gig gold iPad mini for my wife at the end of last year, and purchased the extended warranty for a little over $100. When I took the iPad in for an exchange due to the battery not holding a charge (a manufacturing error that I don't even need the extended warranty for) I was told they would not be able to get to me today because of an "overflow". They proceeded to tell me that the paperwork would take 15 to 20 minutes and that they just didn't have time. I was being told this by three technicians while an employee stood at the door just to wave at customers as they walked in. I am highly disappointed in this Apple store's service. If you must buy an Apple product, I would suggest doing so at Wal-Mart. At least their employees are willing to help instead of simply standing around and tell you why they CAN'T help you. read more

Was here last night at the Northstar Mall location......I was expecting the worst. I have not been here in 32 years and it is 10 lbs. of crap in a 5 lb. bag down here.... I signed in with iPad girl and checked in line with iPad guy......he told me to wait in the back of the store as I had no appointment. I was willing to wait as long as possible as I was not coming back to San Antonio, no matter what. About 5 minutes later a fella named R.J. told me the straight skinny....he had appointments...but if he had one cancel....he would shoe me in. 35 minutes later....that is exactly what he did......and another fella at the Genius counter (J.R. ironically) checked out my 5s and told me it was not the unit itself......loaded iOS 8.0.4 and got me going. Well it did not work.....but I was impressed by the service. These people are some of the most professionally trained and cordial employees I have seen in years.....they must be paid more than Bill Miller BBQ! LOL! Anyway.....note for y'all.....Call first...get appointment. Even if it does not fix it.....Apple support will have it documented. I have a pretty bad problem with the phone freezing and restarting and I got a Senior Advisor right away BECAUSE I went to the store first. I would go again....but my pickup does not fit in the Parking Garage! LOL! APPLE! You need to build a store between San Antonio and Austin!!!! NOW! read more

Thank you so much! Greeted at the door and told that I needed to speak with Joe (Tech Support). When he heard that I sent from another store, and all that I had tried and went through he quickly got me in with Cody. Cody was help full and knowledgeable. As I observed the craziness of all the people there, and even some rude people, the employees had a smile on their face, and stayed professional. I was in and out with a fixed phone in an hour. I will drive the extra 15 miles to go to this Apple Store! read more

I dropped my phone off this morning to have the screen repaired and was told it would be ready in an hour. I returned a little over an hour later and was told it would be an additional 10 minutes and to take a seat and someone would find me. After 30 minutes, I spoke to an employee who checked and said my phone was ready and to sit tight for "a few more minutes". I told them I'd been waiting 30 minutes and asked what a few more minutes meant, she said she didn't know but less than ten. After 10 minutes, I asked another employee and they said they would come back and help me. Never saw them again. Finally, after a total of 45 minutes, the employee that had originally helped me when I dropped off my phone asked if I had been helped and I told her what was going on. She checked on my phone and said it was ready and that she wasn't sure what was going on but she would again let them know I was waiting to pick it up. A few minutes later, an employee came out with my phone. It was almost 12:15 PM at this point and my phone was supposed to be ready at 11:15 AM. Horrible experience and I won't be back to this location. read more

I am a very practical person which is why I had initially fallen in love with apple. Thats changed a lot within the past 3 years but it looks like the downgrade has manifested into everything including their stores and the people they hire. Store is ALWAYS packed. Employees are COMPLETELY inconsiderate of customers. I went in to buy a lightning cable. Should have been a simple/quick purchase. Employees were having conversations amongst themselves but fortunately I made eye contact with someone in the genius bar. I expressed that I needed to pay for one small item. They pointed to a long line on the left side of the store. When I finally get to pay for my cable the employee becomes adamant about me setting up apple pay on my phone. I said I didn't have the time and he continued to sell me the idea after I had already said no and I am using my mothers credit card in order to pay. He said he will not take my card without my mother being present and suggested that I call her to set up apple pay. MY MOTHER. She can barley work the phone she has now. I could not believe that 1. It became this complicated to make a purchase this small and 2. The employee was unwilling to overlook the fact that this was not my card but was only purchasing a lighting cable. I am at my wits end with apple and their products but this is definitely the last time I come to their store. I would have had a better experience buying the knock off version at Walmart. I highly suggest that you do not go to this specific location if you consider going at all. read more

Came in with out an appointment had a full diagnostic on my phone and out the door within 45 min. Samantha was an excellent tech. Thank you

Worst customer service. Apparently you need to make an appointment to buy their product. Talk about making a sale harder. As a business mad you are suppose to make it easier to sell not harder. Sadly, I think apple's customer care and products are going down hill. I will definitely start considering making a switch to samsung. read more

Wow.. Just Wow. These guys work REALLY hard, the store is slammed almost all the time but one of the staff asked one of their 3 customers they were helping to pause so I could be rung out. Whenever I go here, the Apple peeps are super friendly and never stop until they find a solution to whatever I can throw at them. Need something repaired? Uh.. make an appointment. Apple recommends doing this just about everywhere you look, it's obvious and simple. I really don't understand how these other people justify talking trash about these hard working people, it's quite absurd. read more

My phone became defective when the Apple Store replaced the battery. When I got home, nothing related to audio would work and once it was closed, one had to do a hard reset to get a response on any app. I dreaded having to drive yet another twenty miles but once I got there I had the privilege of having Mark as my technician. He assured me I would leave there with a working phone. I was skeptical but as he did the analyses, he did indeed find the problems I noted. He told me it would be faster to give me a new phone. I was elated and as he promised, I indeed walked out with a working phone. It was a very positive experience! read more

Felt like I was walking into a club just to get my watch repaired. Sales reps had the music up so loud on hip hop, that it was so difficult to hear anything that was going on. Watching them high five each other every time a young woman walked by, listening to their sexual comments, was making me sick to my stomach. The quality of this store and knowledge has dropped tremendously. 7 employees standing around doing nothing but talking about another woman's large breast instead of helping customers waiting for service is just poor management and leadership. Went in to get the watch I purchased repaired since it was broken and they stated it needed be shipped off, I tried to explain to the rep. I had the protection plan that covered it and was told when I purchased it that all this would be handled in store. Rep. really didn't care and just kept repeating i understand but it will have to be shipped off and they will determine if it's replaced or not. I was already irritated simply due to how unprofessional they where so I just left with my broken watch in hand, since they really don't do anything theirs anymore but sexually degrade women. Just deal with their phone support since you now have to send everything in for repairs or replacement according to the representative. If you are a woman prepare to be degraded behind your back and high fived from employees behind your back as you leave. My opinion, stay away unless you like that type of atmosphere. read more

This is the slowest-worse kind of customer service. They have about 20 workers to sale you new products & 3 techs to help you w/problems. Amazing how many people have problems w/these expensive products that dont work correctly that we have to come back & wait hours 30 minutes to get checked in to wait 2-3 hours to get help looking at the problem. Terrible service. read more

Appointments with genius department are worthless. They don't stick to them and don't even pretend to care. However, the tech rep was great and made up for inconvenience. read more

I cracked the screen to my iPad Pro. I was very short on time but was going out of town and really needed my device. I made an appointment with the Genius Bar but wanted to verify that they would fix my iPad screen at my appointment so called customer service. I was informed that yes, that was what my appointment was for. Show up 15 minutes early and explain I have an appointment, am sent to the end of the line. I can tell from the 16 people in front of me that they don't have appointments. I finally approach someone else who tells me to go BACK to where I originally went and check in. When I am assisted, nothing but bad news. Cost is $599 and they do not actually repair your iPad. They give you a refurbished one that you wait a few days for. The person assisted me on the cost (about $25) but I wish I had not completed the deal. The ipad I have now is very glitchy. Constant problems commmunicating with keyboard and frequently says keyboard not a supported device. I have the expensive bluetooth one from apple. It will not show the typing, suddenly start deleting or spacing. Impossible to use for work, and barely passable for surfing. My advice is to get the apple care but if not, DO NOT get the replacement glass. Put that money into a Dell XPS 13 touchscreen laptop. It actually has usb connection! Another reason why the ipad is subpar. read more

Had a 6:30 appointment. I'm still waiting while I watch techs on the floor chatting with each other. Quality employees here...Maybe if they focused more time on the customers and less with their joking around, this place would be better. Ironically enough, I'm sending this from one of their in-store computers while I wait for them to fix my phone. Horrible experience. There has t be a better process and better customer service elsewhere. I'm in town for business, this is the only store I know. read more

went to the apple store at north star mall today to get my cracked screen repaired on my cell phone. the guy tells me "it can't be fixed because your phone is slightly bent at the bottom of the phone. if i tried to repair it, it would render the phone useless. your only option is to purchase another phone" i thanked the guy, took my phone, walked out to the kiosk and had the guy at evolution cell phone repair it. IM USING THIS "RENDERED USELESS PHONE TO TEXT THIS REVIEW". dude at the apple store didn't know i just had this same phone with a cracked screen and BEND AT THE BOTTOM, repaired here(apple store/north star mall) in march....when i came in march the guy was tryna give me pressure about buying a new phone vs repairing the screen...is apple getting desperate for sales now that they have to start ripping people off. read more

We made our annual pilgrimage to Apple. This time, we showed up early on Sunday to avoid the crowds. It was a good experience. The store was busy, but not crazy. The staff is exceptional. We don't know much about computers, and the staff was really able to help. read more

Just called apple store north star..... Have an I phone,bought my kid an iphone, iPad ..... Got for mother's day..... Purchased apple protection for both phones even!!!!! Happened to be in a position where I did not have acess to the Internet !!!! Called the number and tech on the phone asked if I could make online appt. Could if my iPhone worked.... Did not have iPad!!!!! tech's response was" we usually make u schedule online buuuuuuttttttt I can do it for u THIS TIME!!!!!!!! Seriously?????? Was I talking to "the apple GOD?" for goodness sake!!!!! I would hope to heck you'd take my appointment any and every time I call!!!!! We must return to the basics........we are the customers,we buy these fabulous items at top dollar, we pay the apple God and he pays u..... "The apple boy "to answer the phone and take my appointment!!!!! How's that for a yelp!!!!! read more

Let me just say I don't like shopping at malls. Plus, every digital I own I have bought at the AT&T store. Somehow I had cracked the glass on my iPad Air 2. Everyone was telling me to go to a repair place instead of back to Apple. My digitals are how I conduct work and my connection to the world. I don't have time for subpar work. I saw that I could make an appt online. Which I did. My appt was at 5:30 and I got there at 5:20. I was taken right on time. I explained to Robert (the tech) what happened. He explained my options. When I originally bought the iPad I didn't buy the service that would repair for $99. Instead I had to pay $299......for a whole new iPad. Brand new. Not repaired. Fortunately I had backed up to the cloud and to my computer before I went there. Because I had done that I was able to erase my old iPad and start the download from the cloud. Wow. I bought a few other accessories but I was out and on the road by 6:15. Robert never rushed me and fully explained everything. I don't like malls because I don't like crowds. The Apple Store is very crowded but somehow it felt like very personal service. I will be back. The Apple Store will now be the only place I buy my digitals. One thing to note-be sure you get your SIM card before you leave. I didn't and I had to go back the next day to get it. read more

don't come here if you need help from the genius bar. after a 5-hour wait, they told me that they needed to keep my laptop overnight. as sad as it sounds, this was a huge inconvenience bc i'm a med student and my life is on that thing.. i came back the next morning to pick my computer up, and this guy went to the back to get it and then handed it to me. i asked if they fixed the problem, and he goes, "what was your issue?" fast forward after another 3 hours sitting there watching them run the exact same diagnostics they had done the night before. "sorry ma'am, but we couldn't figure out what was wrong." read more

I have always had great service coming to the Apple Store. This time has been no different however I could not give them a five star on this trip. The customer service was great experience was great but the wait time was really long. I asked them about setting up an appointment later on in the day and I could come back however they said they were only taking walk-ins. So I said go ahead and set me up and they told me that my wait time was an hour and a half. My wait time really only turned out to be about an hour I guess their time is shorter than my time but I am glad that it was shorter than longer. The gentleman that came to help me really did an outstanding job however I'm not sure if he was new but he was not too knowledgeable about the product. Most of the time I can explain the problem and they know how to test the phone and figure out what they need to do. This time I had to explain the problem and actually do running tests with him on the phone so he could see what the phone was actually doing so we made some calls back-and-forth so he could see The actual problem with the phone. Then he had to go back to the back room and consult with people a few times. But overall we got the problem fixed a little longer than I expected. However I do have to stress the kid was very nice and helped the best that he could from what I saw. I have being an Apple user for many years now and can't remember the last time I had bad service through Apple. read more

Huge and crowded, but that's the interest Apple draws. I've had two experiences here and both drastically different. My first visit left me really angry at the lack of customer care, but today's visit turned that around. Maybe they terminated that first kid at the door who ascribed Apple's services to that of a doctor. I kept explaining that my iPod had an issue and he wanted me to bring my iMac in. Tool. Still, Natalie at the front door today certainly changed my impression, handling my item pick up efficiently and quickly. There's not much to this review and maybe one day I'll need an actual service or appointment, just not today. All my other experiences with Apple at other locations have been just fine. There's not much variety from store to store, so I would imagine you could only review one based on customer service. As long as it holds up as it did today, this Apple gets four stars. read more

Just went to get my Beats checked and had to wait over 40 mins even though I had an appointment.

Horrible customer service!!! I had to go to this location twice because my brand new phone was not working properly. The first time I went in it was a long wait and they reset my phone. The problem happened again so I went back and it was the worst experience I've had ever had in any store. I felt like I wasn't taken seriously and one employee even made a rude remark to me. He basically said that it was my fault the phone wasn't working, but when the other young gentleman switched out my phone he explained the exact reason for the problem and said they had several other of the same problems within the past two weeks. He was very professional and I greatly appreciate HIS great customer service. Other than him, everyone else I came in contact with showed me no respect whatsoever. I'm just going to go to the La Cantera location from now on. read more

I went into Apple twice within one week, and both times I received great service. The first time, I had a scheduled appointment to bring in a broken MacBook. From my past experiences with this Apple Store, I was expecting to be there forever. But luckily I was seen about 5 minutes after my scheduled appointment and out of there within 30 minutes! The Genius told me my device would be ready to pick up in about 3-5 days. I go back on day 5 to pick up my MacBook, repaired and fully working again. They even replaced the battery for free! Knowing how busy this store gets, the customer service was great both times I went in. read more

OMG I love my iPOD touch. It is so awesome ... it connects wirelessly to my home and work network! It is like a blackberry that no one knows i have! and it streams music when i am away at my desk! I love it!! And even though the people can be a little pushy, better that then I can't get service! So, i appreciate it .... but they could chill out a little bit ;) read more

Customer Service... weak. Its stock is what should be expected of an Apple store, so basically any critique should come down to customer service. I went in since my charger/direct current cord was not charging my MacPro (6 months old). Apparently I needed to make an appointment for even that. I returned (mind you this is a very large city, with only 2 or 3 Apple stores) and, at my complete fault, mixed up my times so got there 20 mins late. I didnt realize this till after I checked in and was told I would need to reschedule. I could not wait to see if a "genius" finished ahead of time and might be able to help me. The world does not revolve around me, but as a business owner myself, I know one should be flexible. In particular for a problem that does not need to be diagnosed or repaired (just a cord). There are literally atleast 30 people working at the store, half a which were just talking to each other, and I was repeatedly told I had to come back. My assumption of buying overpriced products that have their own store and would yield decent customer service was completely wrong. I returned for the third time and the problem was dealt with in less than 5 mins. read more

Horrid! *SCAM* Went in with a 3rd Gen iPad that wasn't charging. Their solution? Buy a brand new iPad as they were unable to fix mine. Was told the battery couldn't be replaced as they didn't sell batteries for iPads, once it dies, it dies and it HAS to be replaced. So, my options were..... get EXACTLY the same iPad for $299 but they would've taken my old iPad, OR buy an upgraded iPad for $449 and I get to keep my old one (in case, by some miracle it turns on). I bought the upgrade for $449, devastated that all of my info, photos, contacts etc were gone (I hadn't turned the CLOUD on). Driving home, I saw a Mr Phonz store. Went in, told them what happened, they told me my battery needed to be replaced. They replaced it for $119. I got a year warranty with it too. So, took the new one, unopened, back to the store and told them I felt scammed as not ONCE was I told the battery could be replaced. In fact I was told that it COULDN'T be replaced, which is why they couldn't help me. The clerk had nothing to say, just refunded my money. Yeah, I'll be calling Apple in the morning. I spent 2 hours in the store, only to be lied to. Total scam, I'm very disappointed. read more

I cannot talk to them by telephone at all. I am told they are too busy, and am then promptly hung up on. This happened four times. I am disabled. All I need to know is what major store the Apple Store is close to. And I have no way to find out. I don't even want the damned phone anymore. I thought Apple was a decent company, but this is no way to treat customers. read more

Apple Store in North Star Mall was a horrible experience. Over crowded, employees obviously did not manage time well, they saw me 2 hours after my appointment was made 2 days prior and confirmed 2 hours before arriving. I drove 5 hours from South Padre Island to this Gawd awful crappy customer service wanna be apple store. The intake clerk was rude and the chick diagnosing my phone was rude. Driving 5 hours, waiting for 2 hours with a grouchy toddler, dealing with rude personnel - this is my last iphone! Apple can suck it! And I did leave with a new iphone 4S to replace my defective new 4 wk old iphone 4S, but the experience doing so was horrid. Did I say Apple and North Star mall's Apple store can both suck it?! read more

Wow... just wow and NOT in a good way. Had an appointment. Waited for about 45 minutes to an hour BEYOND my appointment. Watched as the "clerks" catered to the female gender in tight outfits with accommodating body parts as well as the buff Guy Smiley (no disrespect to him) lounge lizard types before being serviced. NONE had an appointment... didn't bother to check the appointment log until a few of us grumbled. Even then basically said the item couldn't be fixed, even though was told on line it could be... while still keeping an eye on the prize of another female customer. Wouldn't give me the time of day I didn't fit into their ideal customer. Sad, just because a person doesn't seem likely to have money, doesn't automatically mean he/she doesn't. read more

So far so good every time I come here. Staff is always friendly and somewhat knowledgeable. I have been helped most of the time but there are some occasions where its hard to get help. I understand it gets busy so not really disappointed. I just hate it when they try to push their services when you dont want it read more

My IPhone is malfunctioning, important business calls and voicemails are not coming through, which is costing me $$$$$. I go to make an appointment with the Apple Genius Bar since you can't just show up, and the earliest available appointment is SIX days at the San Pedro location and FIVE days at the La Cantera location!! WTF?? Seriously?? What am I supposed to do until then?? Your customer service blows! read more

So I updated my phone an iPhone 7 Plus which was one year and two months old and it stopped making phone calls from the handset. I could make calls using Bluetooth or headphones but my phone wouldn't work on the handset. Plus when I turned it off it would not restart for 30 minutes besides the phone working fine. I could make calls l, text and use the internet. The speed of things worked no problem. Well I figured I take it in to the store and get it fixed because it was obviously a software problem since the phone worked perfectly fine before I updated it. I took it in and met with the Genius Bar and by the time they got done my phone didn't work at all. Plus I had to buy a new phone because I was without a phone for a day in a half. To make matters worse I came in 4 days later to swap my phone out for a new one and pay the 349 even tho they broke my phone and they wouldn't even sell me another one because they were supposedly busy but when I looked up I saw a lot of Apple reps in red shirts standing around not helping anyone and it would of only took at least twenty minutes to come and swap me out so I left because they said they are no longer taking walk ins, on my way out I let the lady behind me know they weren't taking walk ins and I left and guess what I walked around the mall then decided to walk back by the apple store and lo and behold they were helping that walk in. Pretty crazy read more

wanted to talk to a technician at the genius bar poor customer service. and was put on hold twice and i am still waiting. poor customer service read more

I went as a favor to my husband...to exchange his iphone 5 (AT&T) for an iphone 5 (Verizon). What should have been an easy "swap" became a 45 minute nightmare! Not only did I have my one year old ready to escape his stroller...I was ready to escape this Apple cage!! The sales guy must have went to the back room a million times (what is back there...Narnia?) When he finally found the phone, he had put the return on a gift card to purchase the new phone. I assume to get credit for the "sale". He then proceded to ask a million questions about ss# and addresses and passwords and I told him over and over that I just want the phone and do not want to set it up. I eventually left because I did not know the ss# and I was fed up. My husband and I went the next day and he asked a guy - guy went to back room - bagged it - bought it - and we were out the door. I must have got the village "genius" the day before!!! read more

I took my IPhone 5 in for a battery replacment, since i figured the Apple store was the most qualified to replace it and not mess up my phone. I made an appointment with the Genius Bar online and was greeted right on time in and out in 30 minutes. A few days after replacing the battery I noticed the glass screen on my phone wasnt sitting all the way in the housing, so I made another online appointment and went back to the Apple store to see if they could help. At this point everything went south, they proceeded to tell me that due to damage on my phone, a slight scratch on the frame they wouldnt be able to put it back together properly, and I would have to replace the phone. I argued with them about repairing my phone or relacing it since they broke it when it was repaired and never mentioned anything about the glass not seating properly in the housing to me, I was forced to purchase a brand new phone albiet at a discount price. The entire visit ended up costing me $290.00 dollars. The moral of the story is that if your going to have your device repaired at the Apple store document everything, take pictures, and make sure they inspect your device thouroughly before they begin repairing it so they cant claim its your fault when they break it, I will never have anything repaired at this location again. read more