Went in today for an iPad around 5:30 was helped immediately not busy and didnt have an app! Danae,helped me and went above and beyond and what she didnt know she asked and we were able to get it done ! She was a pleasure and would come back for her. Thank you so much for your help and great customer service.

Some staff need to learn customer relations from their colleagues ; they ask you to wait despite having an appointment and stand chatting to each other. Lou was a wonderful associate, very helpful, very nice,

Fixed my laptop swiftly. Thankful for great service. Ho here 1st before best buy. You will save money and time

I highly recommend this place! I was very satisfied with the service I received. Manny went above and beyond to solve my issue. Thank you!

I arrived in store for a crack screen repair for a 5:50pm confirmed appointment. I was immediately assured there would likely not be a repair completion. Then why on earth would you confirm my appointment knowing the details of my repair request? Fortunately the tech completed a diagnostic by 6PM and kindly informed me I could leave my phone and be without dependable communication until the next business day. But under no circumstance could the work be performed. Furthermore, the tech stated within the next five days I could walk in and have my repair completed. Now logically how is that reassuring. Walk in vs. a confirmed appointment and the expectation that my issue would be addressed. Highly unlikely...he the tech then clarified that I should come early as possible on either of those days or once more return on Saturday as if chasing down Apple Care services was the ONLY priority I should be concerned. It was a complete disregard for customer service and inefficient business operations. Meanwhile I drove 22 miles and adjusted my work schedule to be attentive to this issue. The screen remains damaged, and I add yet another experience to why I have growing disdain for Apple Products and their customer service.

I stopped by the Annapolis Mall store. The service was by far the poorest I have seen here. The guy at the door was rude and very unhelpful. When asked how long to speak to somebody, he said I don’t know, then proceeded to ask me to move outside because I wasn’t wearing a mask. I have been fully vaccinated and had COVID and should be my prerogative if I use a mask.I asked him for his name and he refused to give it to me… this behavior coming from Apple is not what I was expecting.

Amazing service! Brendan and Kay went above and beyond to help me. I had to trade in my Apple Watch SE for an Apple 6. I had heart failure and needed to upgrade to the 6 because of the features, including the ECG capabilities. Brendan’s first questions were about me and my well-being. They serve the person before they sell the product! And I truly felt so happy while I was there and the feeling hasn’t left me. I will rave about them forever. Kay (The store manager on duty) helped make the transaction so easy. She shared with me info regarding her Dad who uses the watch for the same capabilities and how it kept him safer during Covid. He could email his ECG info to his doctor without leaving the house. Thank you so much Apple Annapolis. You make my heart shine!

Stan is the BEST. he listened very patiently to us explaining our problem, and tried every single way to fix it. He communicates every step and you will feel rest assured that you receive the best service. I wish all other apple peep where the same.THANK YOU STAN! 🤩

I came in regarding my iPhone not turning on for the last 4 days. I immediately was greeted and let them know I had an appointment. They told me to sit down and within the next (not even) 5 minutes I was greeted by Kevin! Kevin helped me SO much and made this process stress free as he assured me he will do the best he can do. He got my iPhone back up and running without having to delete any photos, messages, etc. Kevin you were such a great person to speak to and help me with this process! He makes great conversation and told me about new products they have and I’m considering buying an Apple TV & new AirPods now! Thanks again Kevin, you deserve a raise. (:

I went in the store and i had to wait 15-20 minutes for somebody to serve when i was told 5-10. Once the associate came over she started three weeks so she was experience in help me in making a purchased. Then she call the manager and the manager and came over and try to help us. But as we was trying to process and pay with a card the machine keep saying declined. So there where three lady in a circle and was talking about that we didnt have no money. So we left the apple store and proceed to go to AT&T store where they was able to fix the issues.WORST APPLE STORE AFTER ALL!!! Dont go to this apple store....:(

Had an appointment scheduled for 1.45 to pick up 2 iPhones and drop off my old phone. Showed up couple minutes earlier and checked in. On of the employees took me to one of the tables assuring me that my phones will be right out. Patiently waited watching walk in customers buying phones and leaving the store, employees walking around the store doing nothing.All while holding my 3 yo in my hands.20 mins later someone finally decided to check in on me 2 taps in the phone and a minute later got my phones and was on my way. Still trying to figure out what was appointment for?Great customer service Apple!

Abandon all hope, ye who enter! This store is the worst. Why bother making an appointment if youre going to have to wait in line for an interminable amount of time? On top of that, they are just plain rude. I asked how much longer Id have to wait and I was told, Were a little backed up. As if I didnt know that already. When I think of how expensive Apple products are, it makes my blood boil. God forbid that they offer us losers a chair to sit on. Ive got rheumatoid arthritis. Standing still for an extended period of time is agonizing for me. One elderly gentleman ahead of me looked like he was on the verge of passing out. I will never set foot in that store again. Im going to Best Buy where they know how to treat their customers.

Went in to buy a pair of $200 headphones, I stood at the headphone counter for about 20 minutes and no one came up to me to ask me if I needed help. For all the people that work there it’s pretty sad.

Got a watch... got right in... quick exit... good service!

Staff contradicts each other. Few seem to know what they were talking about.I had to translate for another customer. Very upset to learn that they have zero Spanish speaking staff working there ever. Have they looked at the demographics of their customers and the area lately? You couldnt find one bilingual person to hire????!!!

Has to be one of the worst stores Ive ever been to. I took my mothers phone in for a repair they told me they repaired it 3 weeks later the part they just repaired broke again I go in to find out they never actually repaired it they tightened up some screws and told me they replaced the part. They offer me a new phone because they cant actually replace the part but the new phone wont work for up to 3 days to me thats unacceptable so they send me to apple.care who wasted 2 weeks of my time to send me back the store that sent me to apple care in the first place. And of course the stor e can only give me the new phone that will start working sometime in the next 3 days. Of course in the end I had no choice because the manager chris said that if I didnt let him talk that they wouldnt deal with me anymore and I would be escorted from the store.

Came all the way to the Apple store and had spoke with someone who informed me the store would be open until 8pm and I arrived at 6:45pm to see the store was closed. Very disappointing especially since I drove more than 45 mins to get out here

Service staff at apple stores are the best.

I wanted to give this a place a 0. There customer service is garbage. We made an appointment and still wasnt seen. We saw several employees either walking around or playing on there own advices smh. We sat there for over 40 minutes and just walked out. We brought our apple iPad thru Verizon instead smh. I will never return back to this location.

Awesome experience! In and out in less than 15minutes even though we were walk in guests. Also got a student discount which I never knew apple offered!

Is thats bad castomar sarbice

Originally came here to get an iPhone 7 repaired for the chronic modem failure issue. Found out I was 2 months past the warranty, but was told the phone was good for a $100 trade in. Bought a new phone, mailed in the iPhone 7 then was informed that the trade in value was $0. Talked to Apple multiple times but was given the run around. Long story short, dont trust what trade in value they verbally offer unless you get the money on the spot.On the plus side, it is easy to do the express pickup.

Precise management.. Time respect.. Helpful

Made 3 appointments with the Genius Bar to get my phone fixed. On the third appointment I was a little early and was told I would have to wait till my appointment. If they were busy I would understand but the store had five employees laughing and joking with each other. Why do we have to wait when employees are doing nothing.

Good Apple store purchased the iPhone 12 Max pro and even went to get phone repaired a couple of times friendly, knowledgeable service

Poor customer service. Disrespectful and none responding…

Appalling! Online they say you need to have an appointment. So I made one. Was on time. Checked in. Got my temperature taken. Stood in line with a bunch of WALK-INS for 20 mins!!! Others who came after me where seen before me. And they even pulled someone from behind me in line, also buying accessories, and helped them ahead of me. Its a joke.

Recieved good service but slow in getting service

This place was horrible. Made an appointment to same day fix. Mind that this appointment was made days in advance, so I come to my appointment to be told they cant fix it the same day because they are behind on other peoples phones since this early morning. Okay I understand cant control that but why not call the customer in advance and tell them that they cant fix it the same day if the customer still wants to keep the appointment? Nope they make you drive up there to say it. When I asked why they did not call if they knew from the morning that they could not fix it same day, he didnt know what to say.So you make your appointment you might want to call yourself to make sure they will be able to fix it the same day and not waste your time.Dont Waste your time coming here!

I trade my MacBook and they don’t give me my money back

Very good customer service

The guy was great and helpful.

The employees are absolutely incredible in every single possible way. The store in immaculately clean and so welcoming! Any problem you have will be solved before you walk out the door and that’s a guarantee!

POOR SERVICE, rude may be correct word. No help available for setup after buying an iPad. Best Buy has the same prices!!

Pre-Covid this store was able to assist me in a timely manner. Today I showed up as a walk-in and 30 mins in from the mall opening, I had to wait an hour to be seen. I agreed to wait. Came back and my time was pushed to another hour and 15 mins. I decided Id go find another Apple location. Im only giving 2 stars because the staff was friendly.

Came in Saturday 17 Oct 20 for assistance on an iPhone I bought for my Mom. She’s not tech saavy, so I brought it in. Was told to come back Sunday 18 Oct 20 for assistance. Then was set up an appointment at 3:30 p.m. They are busy, BUSY and you could find yourself waiting past your appointment time. Don’t worry about the customers behind you passing you. You will eventually get taken care of. Patience is a virtue.

I took my phone to get fixed because the screen was broken. And when they returned it, they returned it had water inside the camera. They didn’t want to be responsible for the damage.11

Love Apple products!!

Called to change my pick up time and was diverted to India. I called twice, waiting over 20 minutes combined just to change my appointment time as apparently they do not employ people in the store to answer the phone. So the Indian worker got paid while the American worker in the Annapolis Store has no job. You charge a fortune for your products Apple... why aren’t you making sure you employ Americans first?

Quick and easy. Not super crowded.

You need an appointment to enter, I called ahead and I was told there were no appointments open until Friday, but they told me they were slow and could walk in and get repair service, not!!!! Wasted my time, they would not let me on the store.

Overall, it was a pleasant experience. Its a little hard to hear the store associates. The store was crowded and in this day with everyone wearing masks its just something you deal with.My associate was very knowledgeable and patient explaining everything and answering all of my questions(sometimes twice).I got there 15 minutes early, my temperature was taken, after a 3 minute wait I was seen early. I was out with my new MacBook 25 minutes later.

Had an appointment at 6:15, was not seen until 7 pm, in which the genius bar worker said that he did not realize I was checked in. Super frustrating. They fixed my airpods, but I don’t understand why they have appointments available if they don’t even follow the times.

Usually a wait to ask any questions

So I made an appointment in advanced to get my phone checkout. I still had to wait over an hour for the tech to see it! Unsatisfactory!! Whats the point of setting up an appointment then?

Receptive in analyzing mac book issue, provided explanation on problems, eliminated some possible issues & gave suggestions on ways to address desired outcomes; even though they couldnt fix it as owner desired, could partially fix by replacing hard drive but would result in losing all data. So 3 stars for effort.

Line was long... There was only 4/5 windows that people had to go to. Will just have to settle with paying off my phone and get another.

I brought my computer to this location for a battery replacement. My computer suffered some damage during the initial repair and they replaced the damaged parts without hesitation and at no cost to me. The Genius Bar staff members who helped me, Austin and Brandon, provided top notch customer service throughout the process. The retail staff did a fantastic job of maintaining some semblance of order in the face of the challenges wrought by the pandemic. Big shoutout to everyone working hard over there; Im a happy customer.

Slowest service ever. I waited 20 minutes in line, with longer to wait. I just ordered the watch I wanted from Target and it was same day pick up. :/It’s a shame cause I did wait in line so long for nothing

Went in to have a worn out battery replaced on my iPhone. I waited over two hours for them to lie to me and tell me they couldnt replace the battery because when the tech opened the phone it was full of corrosion. They had new phones out at the ready for me to pick from, I didnt buy one. Went home and opened the phone myself (in 5 minutes) there was not a single flake of corrosion inside that phone, the board was in emaculate shape. Put a battery in from amazon and it worked perfectly! They wasted over two hours of my time to lie to me and attempt to scam me into buying a new $1200 phone. I am done with apple, they are a horrible company. I am using a galaxy s8 now and it is miles better!!

I went here with my fiance to get her iPhone fixed. There is one word that describes this place perfectly: chaotic. Its just one big loud room filled with people at different tables. Like a cafeteria.We were greeted and checked in for our appointment right away, then directed to a table in the middle of the room to wait. Meanwhile, other people at the table are talking to staff about repairs, someone is teaching a how-to class for seniors nearby, there are tons of people everywhere talking about the stuff on display, someone is giving an iPad demo over the stores PA system, all over the not-so-quiet background music. All this in a bright white room without so much as carpet floors to deaden the noise.We got there early but we were waiting a while (which was not pleasant given how noisy the store is). I was starting to wonder if they were having trouble finding us. About 10 minutes after our appointment time, someone finally came and looked at her phone.The good thing is the guy told us the repair would only take about an hour and a half. We wandered the mall and got lunch and sure enough, it was ready when we came back and working perfectly.Overall, it was worth it for the fast repair, but we couldnt wait to get out. Apple really needs to rethink the way their stores are designed.

Exceptional customer service. Luke helped me get my older version phone back on track!

I wish I can give this place ZERO not one star! Worst customer service, rude and unprofessional staff check out and checking temperature, and still have to wait long line when I have the appointment at 03:01/2021 at 5:45pm. I got there early at 5pm still don’t want me to check out! t’s NO point of making a appointment. Waste of my damn times!

Before even asking or providing a posible solution for our visit, we and a bunch of customers were driven away. To our question the next appointment was for a friday the following week, which you cant book online because the system cant see but for the current week only. They are so focused on selling. If you service your old phones maybe you get to sell more.

Placed an online order for pick up since I had to catch a train and had no time to wait in a line—walked up to an associate and was handed the bag didn’t have to wait in line or anything! She was very nice and took care of my order immediately! (Hot tip: DONT ask the security guard dressed in black they will just put you in a general line because they don’t work for Apple)Too bad Apple products are so expensive alas, the service was good!

Just one more Apple Store with really good trained employees!Buy and enjoy ☺️!

Experience once we got into the store was great and service and knowledge of phone was great. Covid-19 process was good but getting on my nerves and cant wait for this stuff to go away.

Bad customer service

It’s not helpful

I’m not sure why appointments are mandatory when you cannot be seen within 25 minutes of your appt time (longer it appears, but 25 minutes was how long I waited before leaving and was still third in line).

Ridiculous to schedule me an appointment only to tell me to stand in line there is a 20-25min wait. Apple doesn’t wait for you to finish testing the product before you pay for it. I didn’t have this much of an issue with Samsung products if EVER!. Done with the forbidden fruit 🍎

Employer is rude on an Apple is Apple Store

Awesome experience today, made an appointment for 4:10 pm to repair my dead phone, genius support guy Chad Thomas was on time. Provided me with options, ended up paying minimal amount for a new phone same model. Transferred my data and I was out of there by 5 pm. Chad was polite and professional. Ask for him if you need to visit for repairs.

Love store

Overpriced lol

Terrible experience. Just in general. From the time I showed up to my appointment, I wasted 2 hours of my life just to leave empty handed and then return (same day) after calling Apple. They had what I wanted all along. In stock! To make a long story short, I had to call the Apple help phone number to pick up my order. The staff was not helpful at all. I might as well of talked to the wall. I am a business owner and if my staff delivered this level of customer service, I’d fire them all and do it myself. I enjoy using the Apple products but this store is terrible.

This is unacceptable I purchase a iPhone 12 pro earlier today Towson store great customer service just limited inventory so I was suggested by the employees at the Towson store to come down to the end Apple store and buy a case that is in stock here drive all the way down from the Towson area. An hour and some change away but the quality of the product is worth the drive store is open for another hour and I am instructed that nobody here can sell me a case that I have to order it online and pick it up tomorrow. A 39.99 dollar Silicone case mind you just purchased $1000 phone and now with an hour left with the store open after driving for an hour you cannot sell me a case to protect his phone through the night this is completely unacceptable and embarrassing to Apple.

Right after work i went quickly to purchase a charger since all the other ones doesnt work with my phone. I went and the guy told me that either i make an appoinment or order online. Wow what kind of customer service is this i was trying to get it just real quick it wasnt going to take long since i already new what i was getting. Wont be going to that store again!

Amazing place to waste hours of your time only to be told you could have done it all online

Keep receiving receipts for items I did not purchase but can’t get in touch with Apple to see if it is fraudulent or if it was just a mistake with an email address. I’ve never even been to Annapolis Mall Apple Store.

The staff at this store are great. Smart, friendly, accommodating, knowledgeable. They go the extra mile.

Great experience. I walked in 20 minutes before closing looking for an iPhone 11. Alex showed me available colors and helped with the whole process. Everything was done very streamlined and I left before the store closed with a brand new Midnight Green iPhone 11 Pro Max. Thank you Alex!

Made an appointment a week in advance. Arrived 10 minutes before the scheduled time. Had to explain the situation to 2 different associates. The second one wanted to try all the things that the online Apple support had me do. I then had to wait in a second line for technical support. Why did I have to make an appointment if it didnt seem to matter. Another reason Apple is a terrible product. The whole issue wouldve been easy to fix with an Android device

Great customer service!

They are rude

They get my phone up and running back less than 25 minutes

Said they had the phone but didn’t. Inventory was not up to date even though they reserved it for me. Manager said make a new reservation and we’ll have the phone or you won’t be able to make the reservation. “Real time inventory” but why should I believe that. And their system was such that I couldn’t order and pay for the phone so it could be delivered to the store.

I went in to upgrade my phone, but they could not accommodate my request even though I paid them all the money they wanted and they had the actual phone in stock! I was in the store for more than a hour and then they finally told me I had to go to an AT&T store. Although they did give me some accessories for free for the inconvenience, I still cannot believe a company like Apple could not assist a loyal long term customer with a simple upgrade

I went to this store on 8 Mar 2020. Not going to go into details but what I thought was a bad experience turned into a great experience. I want to thank the store manager, David. He went above and beyond and I am truly thankful for the help that he gave me.

Customer service is terrible. Apple customer service is terrible. I bought a phone from them 9 months ago and would not help me warranty the phone because one of the pins in the charger port was missing. The phone has a case and only sees apple approved charger cables. Apple said it is physical damage which isnt covered under warranty. Yea because its my fault my Apple chargers pulled a pin out.... Pretty sure that is a hardware issue within one year.... It saddens me that I have to find my own solution to this rather than Apple replacing the phone within the year. Figures they are a multi billion dollar company and they cant warranty a phone that broke under a year. They are robots that will never be on the side of the customer unless you give them more money. I will never revisit this location. Thank you for wasting my time Apple of Annapolis.

Management was able to correct the problem.

Apple Annapolis has fast customer service and a willingness to get you what you need better than most locations. My visit was seamless and I enjoyed working with the staff to resolve my issues with my unit.

Worst customer service ever and very rude I would go to another apple store before going to them

CASSY (I think that’s how you spell) IS AMAZING. I will say they were a little backed up but i was late to my appointment anyway. One of the workers personally assured me that i was not being skipped that someone would be with me shortly. Cassy helped me with my macbook and he was great! Performed different resets and even broke down what he was doing to make sure i understood. He even asked how i was doing. He took notes along the way and even scheduled an appointment five days from today just incase a problem persisted. I also left my watch on accident and he put it in the back for me to pick up! long story short ask for Cassy if you have a macbook!

I’ve been an Apple customer for well over a decade. As a brand new Maryland resident, I walked into this store to purchase my boyfriend an iPad for his birthday. He is not as keen on Apple products as me and I wanted to show them off to him. I waited in the store for 30 minutes to speak to someone. I’m not a shy person and I was clearly waiting for someone to check me in. There were many associates not seeing anyone. Yet, no one approached me. I finally found someone who was finishing up with another customer. He told me he had to check me in, there were 5 people in front of me and it would be another 30 minutes. Well Apple, you just lost my business on that one. Extremely dissatisfied.As another customer put. Some Apple stores work great and others do not. This one does not!

Very bad service

Every person I dealt with at this store was polite, accommodating and answered all my questions. I was very impressed with the level of service at no cost. There were times when I had to wait, but when I was helped I was happy with the service. I would go back if I had any issues or had a need for more apple products.

Honestly the best customer service I have ever received in my lifetime. This is not an exaggeration! I was blown away. Apple offered me an outstanding deal and anyone going to school should take advantage of their education offer you can’t beat it. They new MacBook Pro runs amazing and I didn’t think I would need/use the Touch Bar but now I can’t imagine living without it. Great product, great store and excellent service!

I had a very positive experience at this store when I purchased a phone for my wife and I. The Apple experts made the purchase process simple. The store was busy when we arrived but we only waited 10 minutes before we were assisted. There are usually a good number of staff members working so wait times are abbreviated. The associate who helped us answered all of our technical questions regarding the functionality of the phones and explained the financing process and how it all works with our mobile carrier. We were converts from Android and the associate made sure we were squared away when transferring data from our Android phones to our Iphones. I would definitely recommend this store for their service and the level of knowledge the staff members were able to provide.

Its closed

Well, this is initial impression. I walked in and the staff was very attentive and helpful. I hope they will stay helpful through the life of any electronic gadget they support!

I’ve had a few good appointments but have also had a couple not so good experiences. I have multiple Apple products and had an issue with my IPhone 10 since day one when the first came out. After ALMOST a year I finally got an exchange because the screen was freaking out. The old apple I remember would of taken care of this maybe after my 3rd visit not the 5 plus

Bottom line up front - unfriendly staff thy are disorganized and literally could not care less about customer service.Quite possible the worst customer experience in an Apple store ever. Ordered an iPhone X ahead of time and was within my “window” when I finally was able to get an employee to not blow me off. Then once I did get an employee to acknowledge the fact I was there - I was put in a Queue for another 30 minutes with no updates and treatment as though I was wrong in for asking for an update after they “put me in the queue”. What is the purpose of Windows if they do not honor them - really at a loss. In the end I was moved around 3 times to be told that this next employee would be right on it.This store is a mad house with no organization and no focus on customer service. I literally cannot give you the number of employees that blew me off completely. Definitely not the store of choice and will never use them again.Unprofessionalism at its finest. Cannot say enough bad stuff about the staff as their approach to customers. And literally as I write this there are 4 employees sitting around chatting - not with customers. Definitely not what you expect from the Apple brand.

Very rushed, they make you feel like a serial number. At least the long haired guy taking appointments this afternoon was. So in a hurry he forgot about being friendly or even having class about our conversation. I’d suggest to hire more employees or move to another building. 1.5 hour wait is ridiculous for one of America’s biggest companies. Plan better.

Not a fan of a phone that I have to literally stand in line for, or to get into the store.

If I could give this store zero stars I would! My mother came home from this store, after dealing with the store manager Mike, extremely upset with how rude he was to her. She has spent thousands of dollars in this store. She had to go home and call Apple support to help fix her phone issue. This was after waiting over an hour to only be treated so rudely and told they would not be able to fix it until the next day. It only took Apple support less then 20 minutes over the phone to fix. Very disappointing!

Very busy, chaotic but well organized. We were buying 2 laptops and having a phone repaired and another phone screen protector put on. Traveled through 4 different employees but went smooth and pretty fast. One older gentleman was pushy, trying grab everyone walking in like a car salesman. He was already helping 2 other people and trying to grab us. He wouldnt stop so we walked away. But all the others were extremely kind and helpful.

When we finally got help, the associate was very courteous and professional. There really needs to be a central check in system because right now it is just a chaotic mess where you just walk in and hope to God that you catch someones eye. Extremely inefficient

Place was insanely busy but well controlled by the numerous staff members. Prices were a bit high but that is expected for what they are offering. Everything went perfect with my wifes phone replacement.

19 Apple employees standing around doing nothing but they are not willing to take walk in’s. I used to be a fan but Apple is just another huge Corp that could care less.