Made an appointment on the phone. Saw Kahsan within 5 minutes, and out the door in 30. Great service, fixed the problem AND no fee. Don't believe the bad reviews, I was extremely pleased! read more

I absolutely love Apple and I have been going to this Apple store for a few years now it's always an amazing experience, talking to the staff, and browsing through the stunning Apple store, looking at all the amazing Apple products read more

My daughter and I were racial profiled by the store manager Brett or Brent. I went to pick up an order placed online. My order was over $1k. I went to use the restrooms inside the store as I have done before on previous visits (my daughter loves Apple products). I cane out the bathroom to fine the store manager and 3 other sells associates waiting for me. I was told bathrooms inside the store is for employees only. Even though a non employee (customer)of a different ethnicity asked to use the restrooms and was allowed to do so. My daughter was sitting on the couch while I was in the restrooms and Brett or Brent asked my daughter (12) to move twice Because of training. He came off as if we, the customer, was aware training was occurring. As a customer, I am very disappointed by the way my daughter and I was treated. I expected more from the store manager. read more

Bit of a joke. Came in because I lost an airpod and they sell the replacement for $89. I've walked through all steps with their customer service and they instructed me to either order online or set appointment with the store. Told them I was driving by the store on my way to catch a flight, and customer service said "perfect". I pop in and am told I can't buy this without an appointment. When I asked why I can't just purchase, perhaps thinking they had to calibrate and set up...nope. They just need to verify I don't have Applecare and a few other things. I've already done this with customer service, and AppleCare doesn't even cover this. Literally 4 employees standing around doing nothing, and they can't get one to ring me up and go. Why make it so hard for somebody to buy something from you? read more

T-Mobile continues to tell us to go to the Apple store to fix our brand new iPhone and the Apple store keeps turning us away and telling us to go to t-mobile. Nobody wants to be accountable for the piece of crap iPhone and we've gone without cell service for a week! We've made three trips to T-mobile now and 2 to the Apple store... totaling 7 hours of our time. Customer service has gone downhill at so many companies it's infuriating. I do not recommend Apple products because you won't get any help from Apple when something happens to your device. read more

I bought an iPhone 15 Pro Max when they first came out with AppleCare. It cost me 1700 and something dollars not long after I had it I had to have the phone replaced because it had a cellular issue. I couldn't make phone calls I couldn't get on the Internet, they replaced it because I had AppleCare with that phone. I had an issue with a cellular issue again this time my AppleCare had expired and I had to pay $499 for them to fix the phone. Then shortly after that, the phone had the cellular problem again Which is May last year and this is October and now I got the same issue. I talked with the person on the floor. They told me that their policy is they can repair it but they can't replace it and again it's gonna cost me $499, so I asked to speak to a supervisor and she came out kind of snotty and just looked at me and said I just want to say I have to iterate what the sales person told you at that point I told her I'm not putting any more money in this phone I think it's a lemon and Apple should supply me with a brand new phone and no charge. She said that's against their policy they can't do that. I keep having the same issue with the same iPhone some cellular problem and when it pops up, you can't even make a phone call, you can't get on the Internet. Sometimes you can reset the phone turn it off and on and it'll work for a while we went to Chicago area couple of weeks ago and this cellular problem popped up and I was unable to use my phone for three days, it said it was doing an update and that's all it said it was doing I couldn't shut it off I couldn't do anything but let it run totally down and then I could restart it but then it would start the update again in lock up, I worked with it on the phone for hours trying to get this fixed and it seemed like it. Now today October 11 it give me the cellular problem again and that's what I went up to the Apple Store in West County and as far as I'm concerned and as reality would have it it was a total waste of my time they don't seem like they care about the customers who's already purchased phones from them they have policies, and That they cannot work with So they just leave the customers hanging that's very very poor customer service a matter fact it's not even customer service. read more

On Saturday 2/25 I visited an AT&T store and was led to believe my iPhone 7 was defective and would need to be replaced by Apple directly. On Sunday 2/26 I went to a previously scheduled appointment at the Apple genius bar. I had the box, AT&T receipt, and all components of the phone thinking they were going to have to replace it for me. I explained my issues to the tech and in roughly 30 seconds after handing him my phone he said the issue was with one setting in my "carrier settings." He reset this and then reset the network settings so that it would take effect. He apologized that I had to come in for something so simple. I acknowledged that it's not his fault and that clearly AT&T employs the most uncaring and technologically deficient people ever. He snickered. I waited 7 days to write this review to verify that this was in fact the issue and yes, my iPhone 7 now works perfectly at home. read more

Brought my phone in for a battery replacement and they damaged my phone in two locations. Had to drive back the next day and they replaced my phone but refused to refund me for the battery replacement. Burned hours of time and drove over 60 miles. The last time I went to this store with an issue years ago they damaged my iPod and I had to contact corporate to get a replacement. Horrible service. Avoid at all costs. EDIT: Talked to store manager via phone and she had a disgusting attitude and refused to do anything to rectify the situation. She claimed they already resolved it by replacing my phone that they damaged. She considered the 2 hours of time it took me to make a special trip there completely worthless as well as the 12 hours I spent between talking to people on the 1800 Apple number and getting iTunes backup recovery to work and then setting the phone back up. I've invested a minimum of 14 hours into my phone due to the negligent Apple worker damaging my old phone and the management has a disgusting attitude and refuses to help the customer. Absolutely shocking experience. Avoid this place at all costs! read more

This store is pure chaos and poorly managed. I avoid it when I can. Would prefer traveling hundreds of miles and avoiding this store.

The customer service is non existent with Apple anymore. Instead of seeing how they could help me, they just flat told me they're booked up for appointments and they're sorry. I expressed that I needed it for work and the gentleman at the door simply said he was sorry and that was that. Could he have suggested to go to another Apple certified store? Maybe see if there were some availability at the one of two apparent locations? Yep. His apologies were not what I needed. This kind of non service is why I'm likely to switch from Apple. read more

Excellent customer service!! I'm a firm believer in there is no stupid questions, but I pushed the limit on that one the other day picking up a new iPad and phone. The staff was most patient and went above and beyond to help us setup our purchases. I'd like to give a huge shoutout to JoAnn who helped us through the process as we were leaving she sought us out to make sure we were all set, you just don't see that at other stores. She also helped us order what we needed online because if you are a veteran there is a special discount you are eligible online. Again great job, and like I said earlier...Huge shout out to JoAnn, super job!!! read more

Stunned by the number of negative reviews as it did not reflect any of my own experiences at this Apple location. We've purchased most of our iPhones from the West County location over many years. This time I planned to purchase a new iPhone as we returned from Nashville on our way home to Mid Missouri. The store was busy as usual but not too busy, and it allowed us to browse before being help by an associate. Abdurahman helped us and he was outstanding! Again, outstanding! Knowledgeable and professional, he also displayed a great sense of humor as he saw my iPhone 6S I was replacing with the purchase of the iPhone 15 Pro Max. In addition, he replaced my lovely wife's screen protector on her iPhone 13. I/we were so impressed with him and his customer service, we asked where we could leave positive feedback on his behalf, but he modestly waved us off. All of our experiences at the West County location have been positive, but Abdurahman made this recent visit even more-so. read more

I never post but this store has the worst customer service. We have spent $10,000's of dollars but will never go again. Walked in to replace one airpod. No one else in line. Maybe 3 customers and probably 10 Apple employees. 7 standing around. Manager who wasn't waiting on anyone said an appointment was necessary even though 7 people or 8 including him were not with someone. Apple store makes it so difficult to do an easy exchange. Remember when you walked into Macys to exchange something and were told to make an appointment? Me either. read more

I normally shop the Galleria store, for convenience. However, when I needed a Genius Bar appointment the other day this location fit my needs better. It is so small compared to the newer and expanded store at The Galleria, that I felt claustrophobic. There were so many shoppers, folks in for One on One sessions and then those of us who need the use of the Genius Bar that I felt like I was in a downtown nightclub on a Saturday night. I do praise Apple for their crowd control. You're first meet by a greeter, who directs you to the concierge, who then checks you in for your scheduled appointment. The two work well together creating good crowd control. (My claustrophobic feelings are on me and not a reflection of the store) It provides good customer service, because shoppers are directed to the correct areas and introduced to the specific person who can help them. I am not a nerd and at times I admit I am just stupid when it comes to computers. Why I am a big fan of the Genius Bar is that they talk to you, not down to you. They understand I'm not as Apple savvy as they always present the answers in layman terms that I can understand. The Galleria will always be my go to store for convenience and size, but when in a scheduling jam it will be West County to the rescue. read more

I was having some issues with one of our family iphone so I made a trip to the Genius Bar. The place was packed but I made my way to the back to see if I could speak with someone. I have never needed to use this service before so I was completely unaware of this process. It was a 25 min wait to speak with someone and I just didn't have the time. Rather than asking if I could scheduled for the next day, I left and came back the following day to ask again only to hear a 60 min wait. I sure wasn't going to wait an hour so I asked about scheduling. We scheduled for the next day. I arrived about 5 min late for my appointment. I was quickly approached by one of 21 (I counted) employees. That was alot of blue shirts and I have no idea how many were in the back. When one of the technicians or genius bar experts approached I went over the issues I was having. She quickly looked up and found my phone was still under warranty, verified my issues and immediately stated that she would exchange it for a new phone. Now you have to love a situation when you don't have to get on your knees to beg for a replacement, so I was extremely happy with the experience. I was very happy with the experience and the ease of doing business. (and still shocked at the amount of employees) read more

We had an appointment to see our options to repair iphone, trade in, and or purchase new phone. Apple employee assigned to us was not helpful providing us clear options or recommendations. She left over 5 times to ask other employees for help. Twice the "manager" came over and she was zero help as well. After 2 hours, she left us to take a break and someone else started helping us. After a few minutes he provided clear options and we ended up ordering online to pick up in store 20 minutes later. We could have just ordered from the Apple Store online and save 3 hours of our day. read more

Chelsea was extremely rude and unhelpful. She had no interest in resolving my issue. The store could clearly care less about customer satisfaction. read more

I Went To Apple In West County Mall Today To Get My Mother A Mothers Day Gift And The Apple Genius 'Tyler' Was So Rude & Had A Disgusting Attitude From The Moment I Said Hello . Horrible Experience . Acted Very Clueless On How Things Worked There & Could Hardly Answer My Questions . read more

Manager and staff have no customer service experience or skills. Went in to discus swapping out an iPhone cord for an iPhone that was purchased a few months ago. I've done it before in other locations with previous phones. If you've ever had an iPhone, you know the cord splits and needs to be replaced. The manager said it was damaged and not manufacturer defect, so he refused to replace the cord. Previously, with far more damaged cords, a store associate was able to quickly and easily swap out a cord at no charge as long as I had a serial number of the product and there had not been a replacement issued before. The manager did nothing to offer any reason or solution. When we insisted it was manufacturing defect and not something we did, the manager just kept shaking his head and saying, I'm sorry you feel that way. That offers the customer no solution or reason. Poor customer service! Shame on you Apple Store! read more

I left my iPad at my parents house for three weeks, and when I got it back, it wouldn't work!! An error message kept popping up and wouldn't let me do anything, not even turn it off. Let the panic set in. My family was visiting and wanted to go shopping so I stuck my iPad in my purse almost as an afterthought. When we walked past the Apple Store, it was packed so I had low expectations......was I ever wrong! I was immediately greeted and pointed toward an employee who specifically helped with iPad issues. In less than 10 minutes, he sorted out what was going on, restarted it, gave me a few tips, and I was on my way! What a quick and pleasant encounter! Thank you! read more

Alec was so friendly, very helpful and kind. This guy deserves a raise! He saved my day. Thank you Alec!

5 associates standing around doing nothing and kept telling us "someone ill be with you to check out" OK WHO??? Lazy staff. Don't recommend.

Hands down the worse customer service I have ever experienced in my life at this location. Even one star is too genrous in my opinion. I am not surprised to read similar complaints about customer service of this place. It by far was the worst experience I've ever had in life. It's so sad that a good brand can be forever tarnished in your mind by the negative interactions of few. I will never see the brand or Apple products the same. When reading google reviews, my mouth dropped when I literally had the almost exact same negative experiences as other shared . From several eerily similar reviews, it would appear there could possibly be pattern of behavior here. I will never come back to this location and will not purchase another Apple product. And to think I held on to a phone with a camera as equally horrible as I was treated....never again. read more

Absolutely terrible customer service. Tried calling multiple times to schedule a pick up for a laptop that they had sent away to be fixed. You cannot get through to anyone in the store. You only get an automated system. Unfortunately for me I showed up as they were closing the doors and all I needed to do was pick up this laptop for my daughter to go to school the next day. Nothing else. No transactions. No questions. Grab and go. There were still people in the store. I realize I was there at closing but a little compassion other than "you showed up when we close" would have been so appreciated. read more

The call service is terrible. I was asking for a specialist because we were going to be late to an appointment due to an accident on the road. It took over 30 minutes for the robot to even route the call to the specialist. Then it hung on us. There is no direct way to contact this store. It either hangs up or goes to the general apple support read more

Well, the good news is the phone was fixed. (But, the phone is only 1 month old, so having a phone work is the default, and no one should really be praised for giving us a phone back that should have been working in the first place.) The bad news is this place is terrible. It took 4 visits...1st visit was to schedule an appointment (useless). 2nd visit was at scheduled time--and we weren't seen at our scheduled time--they were backed up. 3rd visit was to pick up the phone...except they didn't release the phone to my daughter, because she wasn't 18 years old....which would have been helpful to know PRIOR to driving up there the 3rd time. 4th visit was for me to go up and pick up the phone. Grrrrr!! Customer Service is not their strong suit. read more

Terrible! Was just in there to try on Apple watches and got reprimanded for touching them. The guy said, "excuse me you can't touch those watches... we don't have a merchandiser here to help you". Um he was helping someone try on watches. He couldn't have just asked me to wait a minute? I guess this store doesn't want people to buy watches ‍ read more

Terrible place don't go here ever the Store manager is combative rude and doesn't even follow apples own polices. Boycott this place till it's management is replaced or it goes out of business. They lie cheat and steal your photos from your phone when they take it in the back. If you have to go to an apple store go to the one in the Galleria or online is your best option or give 1800-myapple a call. read more

Zero stars never go to this store. This apple store is horrible I spoke to four people during and after my visit. Two of them were rude and just trying to talk as fast as they could to get there speech out. When I called to complain he asked me if he should just throw out my watch that I had brought in for replacement. Under warranty 30 days old and with apple care. read more

The customer service here is always a hit or miss. This past time I had a wonderful tech guy help me. I wish I remembered his name. This place is always super crowded I always go right when they open for at 8 before they close. I don't think apple cares much about their stores because they know people will always buy iPhones. read more

The Apple Store at West County Mall just recently completed an expansion that doubled the size of the store. While this makes the store much larger, there are other issues that remain. But let's focus on the positive first. The new store looks fantastic. Its similar in style to the old one, just bigger. Very clean, new and modern; probably like any other Apple Store. The stuff inside is great. Apple is known for its high quality, innovative products, and this is the place to get them. I really can't say much beyond that, as they speak for themselves. Beyond that though, there's the customer service. This is where I have mixed feelings. First, their customer service is excellent. Three weeks after I got my first iphone, I dropped it while getting out of my car, shattering the screen. I took it in and they replaced it for me for free. Another time, my iphone stopped working. It just wouldnt do anything; it wouldnt even boot up. This happened about 54 weeks after I got it, so just after the 1 year warranty ran out. I took it in, explained the problem, and again, they replaced it for free. Any time I have had another problem, they have been very good about helping me solve it and get it resolved. So in that sense, their customer service is great. HOWEVER, getting to the point where you can receive customer service is incredibly difficult. You can no longer walk in and get help with whatever. You must make an appointment in advance online. Maybe its just my luck and they were very busy, but it seemed to me that you could not make an appointment until 4 or 5 days after the current date. So you would then be forced to wait. So I booked my appointment, came on time, and I still had to wait 30-45 minutes to get seen, and this was in the middle of the day on a weekday. Another time I explained to them a problem I was having involving getting pictures off my icloud. They told me because I was using an old iphone, I couldn't access the pictures, but as soon as I upgraded my phone, I could. a few months later I upgraded and had trouble accessing the pictures so I went back. I even talked to the same person who helped me previously (which was no easy feat considering nobody knew when he was on shift), but he could not help me access the pictures. So the customer service is usually good, but getting someone to talk to you is not easy. I'd also point out that even though the store is bigger, you'd think there'd be more geniuses helping customers, but either there's not or people need a lot more customer service than they did say a year ago. Seeing as to how for me needing customer service = me dead in the water, waiting several days can be painful, especially when you used to be able to walk right in. So I give it a 4 out of 5. If they saw customers sooner, and they saw walk ins, I'd give them a 5, but its gotten so slow that I bump it down to a 4. read more

In an attempt to use my Snow Leopard disc to upgrade my MacBook Pro's operating system my optical disc drive failed and wouldn't read or eject the disc. When I called the West County store I was greeted by an automated voice system and had one hell of a time getting a human on the phone. Once I did the person wasn't super enthusiastic, but I was able to make a Genius Bar appointment for the next day. After that phone experience I didn't have high expectations. The store, as usual, was completely packed, but I was greeted at the door and told to put my name in with another employee. After a short wait I was greeted by Dan who was very helpful throughout the whole process. He got the disc out right away with a neat trick and took time to explain all of my options (get my optic disc drive replaced for $150 overnight, buy an external disc reader online for ~$30, the pros and cons of using the Snow Leopard upgrade disc and the potential risks of doing so, etc etc). After patiently answering my questions he ended up upgrading my computer to Snow Leopard right there free of charge since my disc drive is, unfortunately, no longer with us. Not to mention that, while I waited, three other employees asked if I needed anything. Whoa service. I appreciated that he told me exactly what I was up against cost-wise and that he was really helping me out, not trying to make the $150 sale to upgrade the drive when I could really get an external drive cheaper online. He even explained what the next steps would be to restore my computer from my external drive. Thanks to him the disc isn't stuck, my computer is upgraded, and I know exactly what's going on. Thanks, Apple, for the positive experience. read more

I'm a full blown Apple nerd. I love my Apple desktop, Apple laptop, my two Apple iPads and I would go totally nuts without my iPhone. I have owned only Apple products for about 20 years and for the first time I needed service. My iPhone started losing its charge. I read that one of the updates had caused a problem with the battery. So, off to the Apple store we go! I knew it would be a good experience and it was. We got help right away and put on a wait list at the Genius Bar. Yes, that's what it's called. We didn't have to wait long at all. I reluctantly handed them my phone...it was like letting go of my security blanket. They would have it for about two hours! The next two hours I reached for my phone at least a dozen times to check the time, take a picture or check in on yelp! Eeeps!! I was having phone withdrawals like crazy! We finally went back at our expected time and it was ready. After checking in, we were told to head towards the back corner and after a short time someone came and found us. He handed me my phone! I was so happy to have her back! Then very quickly he brought up our invoice on his iPad. We paid and that was that; easy peasy! This Apple store is very organized and everyone I dealt with was professional, friendly and very knowledgeable. I have always loved my Apple products, so it's nice to know the employees are as great as the products they sell! Thanks ! read more

Dropped off my large iMac to have the screen hinge fixed and was told that I could not leave the computer with the box. I insisted that it be left in the box to protect it for since it would be in their shop for 2-3 days, which they refused and insisted that the computer would be out of the way and well cared for. I go to pick up my computer when ready and the "genius" brings me the damage waiver to sign before letting me see my computer. I ask her why I should sign before seeing my product and she condescendingly tells me that its just a formality. I get home and unsurprisingly, there is a couple of gashes taken out of my iMac screen that weren't there before and the hinge that was replaced has screwdriver marks and damage all around it. Terribly disappointed in the customer service and the treatment of my product especially after my warning. read more

After coming to this store...just to buy a very small item the size of my credit card (camera kit), one might think is it worth coming to a store? I felt lost in translation. I didn't know where the heck I was going to pay for the silly thing. I saw workers walking around aimlessly with what looked like a large iphone. None of the workers even attempt to acknowledge you unless you have an appt. I literally had to walk around to watch someone else pick up the same item as me and pull a worker to the side to ask how he could pay for it. The worker then said, "Go to someone with a phone". Seriously? If I didn't need the stupid kit, I would have left right then and there. It's confusing in there. I was patient enough to try to work my way around to figure out what was what considering I don't come to the Apple store often or even at all because after passing any of their stores and seeing how crowded it is...it can be intimidating. Needless to say, when I finally got a workers attention to pay for the kit. I was happy to know that I could get my receipt emailed to me. I thought that was pretty nifty...but of course, you should no expect anything less from Apple, right! I felt there were too many workers everywhere that were just there. Some were assisting customers but some looked like they were just there for looks. read more

I had a great experience! The real issue is lack of communication. Still apple makes you usually wait about an hour unfortunately. read more

My iPhone died recently due to no fault of my own. I visited my nearby Wentzville AT&T store that sold me the phone and they told me they could not help me and told me to visit the Apple Store in West County. Drove all the way there from Wentzville and was told they could not help me since no appointment was made. Drove all the way back to Wentzville and still no phone. Not very impressive, folks... read more

As I use my MacBook to type this I can honestly say that I have always had a positive experience at this Apple Store. I am a bit of a nerd so I haven't had any problems encountering the genius bar. As far as the other reviews go there is one simple conclusion: If you go into the Apple Store then you need to be on either side of a knowledge spectrum. You need to either know nothing or know everything. (I am a "mac-guy" so I have no problem using this store to meet my needs.) If you fall into the middle category, as most people do, you will need to either play it stupid or do your homework... My Advice: Treat any Apple Store like an automotive repair shop.. Do your homework (research, etc.) first and then go in with an idea of your problem and possible solutions. Working on cars and apple products can be pricey, but if you treat them well, they will return the favor. read more

I poured a full cup of coffee into my computer's keyboard by accident. After I stopped freaking out and not having the patience for Apple's automated phone service I sped down to this store. The store was jammed when I showed up. I talked to an employee who sympathized with me as he had the same thing happen to him but with beer instead of coffee. He made an appointment for me at the Genius Bar and I was seen three minutes later. The tech guy took my computer in back, took it apart, did some wizardry with it and came back to tell me I'm screwed. Even though there was no good news to be had he went over all of the different repair/replacement options. He even printed up some paperwork for my insurance company and went over those options too. He was very good and the service here was outstanding. Great store! read more

Couldn't care less about you. Inconsiderate and rude everytime I'm there. You walk in and have to fight for the dudes attention to check in for appointments. Terrible experience everytime I've gone to this apple store. read more