I had a problem with the Apple "Renew" program. I tried five times, on my own, over two months and decided to go to the Apple Store as it said on the webpage. I found someone in the crowds who took my name and said "10 to 15 minutes". (I told him my problem and tried to give him details but he wasn't interested.) 25 minutes later, I checked. Told "top of queue". 10 minutes later, I couldn't even get his eye. My sons came back in (it had been 1/2 hour of their wondering around) and they convinced me to just try to get someone else's attention. I did and their response was "we don't do that here" and "you didn't see that on the webpage" (I just checked and it is, indeed, on the webpage). They then proceeded to do the very same thing that I had done 10 times and got the very same result and said "it's not our problem -- we don't do that here". Rude, ignorant, abusive. Apple still makes better than average products but their culture has degraded a LOT over the past 10 years (I first got Apple products 30 years ago) -- arrogant and total disdain for the customer. Some reviewers say that it is just this store. Maybe so. I have NEVER given a 1-star before but I would give lower if possible. read more

Apple Store Columbia-WORST CUSTOMER SERVICE EVER. 2 Days , $300, countless redundant questions, got home .....phone didn't work

Terrible service by the customer service woman who spoke to us. You have the sense they want to avoid dealing with your specific issue so they tell you you can take of your issue on line or on their Columbia store web-site which is totally useless. They tell you you need to make an appointment to have your laptop scrubbed but don't give you the info in order to make the appointment. I drove to the store for a reason! This store is terrible. read more

Kevin fixed my computer in less than ten minutes. He is a really bright young man.

I have been waiting on hold 4 different times for over 10 minutes each time with a very quick tech support question. No one ever answered. I finally called back and told the computer I wanted to buy a new IPAD and a nice lady named Sasha came on in about 2 minutes. she handled my questions in about 30 seconds. read more

Went here to get a iPhone screen repaired. The first available appointment was a week away. Ok fine. When I got there, I waited two hours for them to tell me that they would not fix the screen due to the water damage indicator being lit up and that I would have to purchase a new phone. They put this old disgusting screen protector over the phone that wouldn't allow me to press my home button and when brought this to their attention, they took it off and with it came a ton of the glass from the screen. Now the phone was completely unusable. They broke my phone more than it was already broken and refused to fix it or offer any compensation. They also acted like I was being completely irrational by being upset. I ended up walking down to the random phone repair kiosk by Lord and Taylor. I had no appointment, they fixed it with no problem, it took 20 minutes and was half the price. I still really like my iPhone, but will never go to the store again. read more

I am going out of my way to do this review. I feel Apple should repay me for my time. I have a old MacBook Pro (Early 2008) and my screen is not working so I wanted them to complete some diagnostics on it. They checked out the SMC and some other things and the display did not come on. I know the computer works because I can remote into the device via Logmein.com. I then asked the guys to connect it to an external display so that I could determine the proper key strokes to get the display to work when I get home. They (Apple GENIUS') could not find a DVI or mini display port to connect my MacBook Pro to their monitor. This boggles my mind. I understand that you may not sell parts for my MAC but COME ON you are a $&*#ing kidding me, who does not have a DVI cable. So what I am hearing from APPLE is if you have a problem with an older computer that requires you to hook your monitor up to an external display; we can't help you . Another APPLE genius stops by and tells me that DVI is old technology which is why they don't have any around the store. I am looking at this guy (GENIUS) with 'shock and awe' because this is the same person using a Mini DVI to VGA cable to connect to his monitor. I spent one hour in that damn store. I am so disappointed in APPLE. There are entirely to many people walking around the store with an IPAD, I say send one of those "knuckle heads" out to get a DVI cable. read more

So, I am writing a new review since the one posted on 6/5/12 because this store made good on the negative experience I had. They finally diagnosed the problem with my Macbook and replaced the hard drive free of charge. I was so happy and now I finally have my computer back and it's as good as new. I am very satisfied now. Most pleased that they made it right in the end. that's all that matters. Thanks . read more

THIS PLACE IS A JOKE... I went to this location some months ago to have an issue addressed with this Apple crap being locked out (my kids phone) and it almost took an act of Congress to literally get the problem resolved, and although they did address the issue, fix the problem, I have never, well I have of course based on the demographic of the community, arrogant, rude, simple minded employees, YES I am a black man, I wear my hats cocked half twisted, I'm 50 yet I am YOUTHFUL, I am ALSO a well respected business professional in the community (read MY reviews on YELP), I was treated as if I DID NOT BELONG IN THEIR STORE, I got the "why are you even here" type of treatment, they went out of their way to find the DUMBEST PERSON WORKING FOR THE COMPANY to assist me, black, limited knowledge of their products, services or solutions, I pretty much had to verify that I was even born on this planet to get service at all... SHUT DOWN, START OVER, YOU LOSE... AVOID AVOID AVOID... read more

Yes, I too received bad customer service at this store. On October 25, 2016 I went in to the store with my daughter to trade in her iPhone 6 and purchase an iPhone 6s. It was a long process, but I expected that going in. I had several people help me and the only name I remember is Zhara. Zhara and the fellow that actually completed the sale told me that they would give me a $60 trade-in even though the iPhone 6 had a cracked screen. Since it took until after hours to set up the phone, the registers had been shut down the fellow-whose-name-I-can't-remember told me who could not give me the $60 credit, but I could come back with the phone and receipt for the new phone anytime and get the $60 back as either a credit on my charge account or store gift card. (He also told me during the transaction process that the Secretary of the US Department of Labor had been in the store with a security contingent while I was in the store. He said he wasn't suppose to mention it but did anyway.) Anyway, I went back to the store the next day and the manger on duty, Lisa Witucki, told me that they can't give me a trade-in with the cracked screen. She had NO interest in finding out which of her staff gave out the wrong information (both Zhara and fellow-whose-name-I-can't-recall) in order to go over store/company policy with them. She also refused to stand behind the information her staff had told me the night before. To summarize: the information the staff gives out can not be relied upon; the staff give out personal information on other customers; and the management has no interest in, well, anything. read more

Every business should operate like the Apple Store. As soon as you walk in, you are greeted and asked what you need help with. Very quickly a sales professional is working with you and your problem. I have never had one bad experience here. When my daughter had a problem with her iphone, we first went to T-Mobile where we had phone service and they were rude and unhelpful after waiting in line for more than 30 minutes. We went to Apple and they immediately solved the problem in a fast and friendly way. Yes Apple products are expensive but they stand behind them. And they will fix or replace the product. They also offer appointments which will shorten any wait time. When you show up for the appointment there is absolutely no wait. read more

Tim helped me with an Ipad charging problem this morning. He was incredibly professional and ready to answer all of my questions. What a great experience! read more

My iPhone recently crashed while on a trip, I returned home via BWI & I rushed over to the Apple Store at Columbia Mall and barely made it before closing. Not having an appointment and it being late I figured it was a long-shot I'd get help, but it was worth a try. I walked in and a gentlemen named Andy was able to help me right away. He checked out my phone & was able to diagnose it as a software problem and set me up with a replacement phone on the spot. I was very happy with the service, Andy was very polite, personable and helpful. Thanks again! read more

Poor service, several sales associates tried to claim that a promotion clearly listed on the apple website was not available for "this iphone". After continuing to push this idea they did not even activate my iphone. read more

I have always been happy with the service after I wanted a while. Getting an appointment can be difficult. Today it took me 18 minutes and 56 seconds. read more

I have been trying to make an appointment online and in store to get my iPhone 5s cracked screen but I have not had any luck so far. The store is always overly crowded and their customer service is ok at its best. I was told to come back 3 times by sales person already. read more

This was my second visit to an Apple store within two days to have my device fixed for a cracked screen. The Montgomery Mall customer experience was awesome, fast, efficient and professional. An employee named Sandra was able to get me checked and provided an estimated time of return to get the device which was accurate and the technician that worked on my phone got me checked out and was even able to find the replacement privacy screen protector I had previously been trying to find. On the other side of the coin, the first location I went to at Columbia Mall was the absolutely worst customer experience I have ever received in any Apple store and comes close to the point of ever. The gentleman who said his name was Bryan was initially friendly and seemed eager to help however, this changed completely. He conveyed to me that my phone had a bend in it and wasn't flat and therefore the screen couldn't be replaced. Mind you he laid the device camera side down which naturally would cause a device not to be flat on the surface. He then went and got a technician from the back when I advised him that the phone was not bent and he then replied "I do this every day I should know what a bent phone looks like." He then stormed to the back and hit the door walking in to the back area to get the technician. The technician then comes out and says to me as if I don't comprehend what words mean, "Do you need clarification on what a bent phone is ?". At this point put back by the lack of professionalism and smug demeanor of the initial person that I asked for the name of the store manager. Bryan, if that's his name, then asked me why ? I'm sorry but I thought I was the customer and at this point it should be quite obvious that his lackluster customer service was the reason I was asking to speak to a manager. He then went to the back once again after I asked for his managers name and business card so I could contact him about the horrible experience in this location. Bryan then said that he can't give me the business card of the manager because he wasn't at work. Wait, how does a manager not allow his card to be given out just because he's not working at the time ? He went in the back yet again and then came back and said the manager didn't have any cards and that the office was locked however, what the employee didn't know was that I have family that works at the Apple store and I know how the office is set up for management and the employee does indeed have access to cards. He recanted his statement when I called him on the fact of him not being able to give a business card however, when I was in Tyson's Corner where I normally shop, I received business cards from a genius to contact the manager about purchases for business. I understand that maybe because it's a product that is being sold not a service that it may give the feeling to some associates that they can have piss poor customer experience. Furthermore, if you look at the yelp reviews for this location they only have two stars and from the interaction I can see why no one would want to visit this location. It still baffles me that I go in to the second location and everyone is friendly and willing to help and I got my phone fixed but somehow the Columbia location couldn't do this. I thought it was about first point resolution and taking care of customer as opposed to having an attitude as if I told him to apply to the position. He applied to the job not me therefore he should live up to the brand and expectations of being an Apple consumer for over 12 years at this point. I would appreciate Joe Thomas the store manager of Columbia and or Melissa Lynn Lynch the market leader to contact me about this experience because this can't be an acceptable way to conduct business. I would never recommend anyone after this experience to visit this location even if it were to get something free. Thanks to the Montgomery Mall location for still knowing how customer service works and taking care of the customer. read more

As with any Apple Store, expect a long wait unless you've already made an appointment. The earliest appointment I could get online was four days out, so i figured I would go as early as I could and kill some time shopping while I waited. That being said, I consider the customer service here to be exceptional. I came in around 10:30 and was added to the wait list for a repair person at the Genius Bar. I had an iPhone 5 with a swollen battery. The wait was estimated at about an hour, so I entertained myself in the mall and waited for the text alert that my appointment was up. There was a bit of a wait after I returned to the store to check in, but again, I think that's part of the deal at any Apple Store so I wasn't too put off. I was helped by a really nice young woman named Maya who quickly confirmed the problem with my phone and then informed me that their policy is to replace the phone for free! That's right, I got a free new iPhone 5 in place of mine that was over two years old. Apparently the battery itself has a 3 year warranty and its swelling is rare enough that they'll do free replacements. She set everything up for me in the store and I walked out with a brand new phone with all of my old memory restored. Pretty great if you ask me. read more