Apple has the worst customer service I have ever experienced. I have gotten charged on two different cards and I’m still not able to get my one phone I tried to purchase. I then made an appointment for the Apple store because I thought that would help🙃 I still don’t understand why you would need an appointment at this point. No other store requires that. I then arrive there for my scheduled appointment in which I’m told I need to wear a mask. I told the employee that I have medical reasons as to why I could not wear one and he still told me I would be required to while inside the store. The mandate is over and it should not be forced upon their customers. That is ridiculous and should stop being politicized. That being said, I walked out. With the amount they charge for their products, there is no reason their customer service should be this horrible.

What is the purpose of scheduling an appointment if you are going to sit at a table for 1 hr. Love the products, but the arrogance / lack of respect / lack of repair accessibility from Apple to its customers seems to be inversely proportional its cash on hand.

If I could give no stars I would. My watch charger was used as I was setting up my new watch with a specialist. Because I live 45 minutes away, I wanted to confirm that I could come up and get it. It took me 1 hour to get in touch with an actual person at the store, who then put me on hold for 15 minutes and then hung up on me. So here I am writing this review while I continually call to reach someone. This should have taken me 2 minutes. Outrageously pathetic.

Store was supposed to be open until 6pm on Saturday, drove 25 minutes out of my way and get to the door at 5:35pm and they have shut the doors and are closing early. I only have 14 days to exchange a watchband on one of the two watches I just bought from this location. It’s hard to find time to come all the way down to this store and the one day I was able too they are closing, what was staying open for another twenty minutes? Myself and a few others were standing outside the door confused on why this was happening when there were people waiting to come in and spend money or be helped. Hope I can find the time to make it back within the 14 days and they not be closing early again.

My wife uses apple, they were warm and friendly, helpful just doesnt say enough about the place . Its more about the people who work there amazing to say the least.

I traded in my iphone 11 when upgrading to the iphone 13. This entire process was done through the apple website but i had to pick up and trade in at the store. Everything went smoothly until a few days ago. I was charged for not trading in my phone, despite physically handing it to the employee before i left the store. The manager told me that I wasn’t supposed to do it that way, and i should have shipped the phone to Verizon. I never selected to ship the phone, never gave my address out when ordering, and never received a box (because i didn’t select that option). i had selected in store trade in. He told me I was unfortunately out of luck and he could comp me with some accessories.The only saving grace here is that the apple call center was able to file a dispute, and my money was returned to me after 2 days.

I have been dealing with my iPhone issues for at least 6 weeks. It’s under warranty and I feel as if no one is helping me. I have called many times in the 6 weeks and nothing resolved. I have gone to Best Buy and they were great but had to send me to Apple Store in Cool Springs Galleria Mall to get it replaced. I had been told by 10 different people I need replacement. I go to the Apple store, they run diagnostics and tell me what to do and said “there’s nothing wrong with your phone.” And send me home. Even though he said I have continuous “Jetsam events” on my phone and thought clearing my Safari page would fix all the issues. Well of course the same day, the same hour, my phone messes up, as usual, and I just spent 4 fours combined at 2 different stores attempting to fix my problem. All the while AT&T rep said they would follow up after that appt to ensure I was taken care of—and of course they didn’t either. This is beyond words frustrating. My phone has crashed twice and the first time, it seriously took 8 hours for them to try and get it turned back on—yes 8 hours. They guy said, “ it crashed hard and more than likely won’t be the same.” He’s the only one that has been right.😳I have paid plenty for my phone and it’s been bad ever since I got it, almost a year ago. My other phone that me son has, still works great and no issues, and shouldn’t never changed!

Why is this Apple store the ONLY store in the mall that is requiring masks? There is no county mask mandate so it just doesn’t make sense to require it in the store. I am unable to wear a mask because of asthma but was told I still had to wear one. This is unacceptable! Why are they turning away people that are trying to buy a phone???? I’ll just buy a Samsung instead now.

Extremely attentive and courteous crew, but a salesperson gave me two critically wrong pieces of info about the laptop I bought (number of ports and number of monitors it is able to use simultaneously). Luckily, I already knew the answers going in, so I was not disappointed after getting it home.I still HIGHLY recommend Apple. I just recommend doing a little “trust but confirm” practice when buying.

Costumer service very GoodClean áreaI picked up my Iphone 13 pro maxAnd they help me really fast with my order 😃

Bought a new phone online. Paid in full. Scheduled a pick up time. I got told it wasn’t ready and asked if I’d waited for confirmation it was. 🤨 Showed them a text that said it was ready from almost an hour earlier. Asked if I could get the info from an old phone that wouldn’t unlock due to screen issues on the new phone. They blew me off and said to use iCloud or hold the phones together— which doesn’t work because that phone won’t unlock. So, wouldn’t help me but sure tried to upsell the AppleCare. Why would I spend $6 a month for Apple to continue to not help me?

Short drive from port mills. Not too far away from downtown Nashville either. So it is located in very convenient location. Has nice pool as well.

It was extremely busy and they were making appointments to those in line. So they could come back avoiding a long wait. I had a quick question and they answed it right away. I needed a new charger for a Mac Book. They had the one I needed but we found a replacement online much cheaper.

Extremely poor experience with staff and store. Made an appt to bring my older Iphone for battery replacement. Staff did not honor my appt schedule and made me feel lesser because I used and wanted to update and older Iphone.

Came here for a repair, got swindled into upgrading my phone instead. The CSR kept me on the hook for 2.5 hours before telling me they couldn’t honor the same trade-in value offered by my carrier and posted on the posters outside their store. Left without a repair OR a new phone due to deceptive business practices and employee incompetence.

Its what youd expect of an apple store. I came here trying to return an iPhone 13 Pro Max I had bought online.Upon getting to the register the guy made it difficult and akward to just return it and kept saying that hed could process the return no problem but kept pushing for info as to why and why wasnt I willing to give it a try or use tips or attempt the chat for tips and tricks that apple offers. I gave it a good shot on my own for 3 days before the several annoying things of the iPhone turned me down.As a side note, I am a samsung person and one of the main reason why I think the phone didnt click with me is because I am too used to the samsung phone. But also on another note, I recently bought an iPad Pro 12.9 and got to say I am loving that so its not that I completely dislike apple things, its just the iPhone 13 didnt click with me.

I made a purchase in this store. I was told I could pay the difference in the total amount and the amount available on my Apple Card and the remaining could be made into installments. THEY messed this transaction up and told me the only way to fix it was to physically bring the computer back to do a refund, wait for the refund to process to the Apple Card, repurchase the computer 3 days later. This is absolutely crazy considering the mistake was theirs. Thanks apple

Drove about an hour and a half to get to this store and then was refused help because I didnt have an appointment. Will never waste my time again.

Mask mandate is finish in Williamson county and in state of TN. On June 4th I went to this store and they said you have to wear mask to enter. I feel like they just push what ever they like to their customers. I left and won’t go back. I understand if it’s a state mandate but it’s not. Nowhere, not a single store in mall require mask except this one!!!

My first time in an Apple store. Not impressed. I know that they like to make customer feel like individuals, but going to a store you feel like a cow being loaded onto the truck. Nothing says I am unique like running after the same stuff as everyone else.

Seems like its time for Apple to refresh the design of its physical spaces. The store was fine generally if not seeming a little disorganized (staff not products) for what Id expect from Apple. (I am generally more of an online shopper for Apple though and I never want to be in a mall if I can avoid it).

Had to sign in at the door, put on a mask then wait about 20 minutes to get waited on. Liam was very helpful after he was finally able to get to us.

This happened to my wife as she had an appointment that I accompanied her to today: I had an appointment with the store today and arrived early. I checked in and we were seated. 30 minutes went by and no one came to assist. I asked one of the employees walking around what the wait time would be and was informed that I had been taken out of the queue. The employee put me back in the queue so that I could be serviced. During that time, people who came after me were serviced and readily helped. My family and I were there an hour and no one came to assist us. As we were walking out, I told the person near the door to cancel my appointment. I was asked by this employee why I was leaving and I told her I had been there an hour and no one came to assist me. My spouse had taken a lunch break to go with me to the store. Now my spouse had to work later due to the problem not being addressed. I am still having issues with my phone and had to make another appointment at another location to get the problem resolved. There should have been someone walking around to see if everyone had been seen. I give a 1 because I could not give it a 0!

I made an appointment for the Genius Bar and still had to wait in line with others who hadn’t. In addition, they helped someone who arrived after me. Seems odd to have people who are on time for appointments wait in line and potentially be late. Luckily, I was 20 mins early so was just on time. The Genius Bar woman was nice & chatty which was cool.

Jordan and Malone were great and helped me get my phone fixed.Great customer service and great atmosphere!!Jordan will be manager one day!!!!!!!!!Michael and Caleb were great in helping me out,all are good employees!!!!Great Store!!!!

Good selection of stores. Nice to see this mall is still thriving.Although, I went there for the Fossil store, it is no longer there. Guess I should have checked the malls website instead of relying on Google. Thanks for updating that store information Google. If you are making a long drive to go to the mall you may want to call and verify the store youre going for is still there first.

Went to this apple store to fix iPad that is displaying black screen right after OS upgrade time to time. A customer service guy came out and sugested it’s a hardware issue because he saw black screen and it would not respond to push button. Then, I called customer service lead to take a look at the problem. As soon as he came, he picked up the ipad and then said the ipad had been bent without observing the problem carefully. Our ipad has been treated with extreme care. I asked him bring a straight ruler to check the flatness of out ipad. He refused to so. Our ipad doesn’t even boot up after their software update. They still basically claim it’s our fault that ipad harware broke. Since we don’t have paid care program, they insist we are the one who should be paying $700. Really? Software upgeade cause hardware malfunction and now we have to pay for it especially when the device is not even booting up?

The in store experience was awesome but when I called them back about a part that had been shipped there, I had been patched through to apple support 8 times before Corporate could even get a hold of someone in the store. that’s ridiculous. i’m spending thousands of dollars for these products and they can’t even call me back about a part that I BOUGHT from them. I will NEVER be coming back to this store.

The staff is terrific. I had a very efficient and positive experience.

Refused me service because I have a disability and could not wear a mask. I also told them I was exempt but it didn’t matter. They didn’t even try to work with me, as I had agreed they could take my computer to the front but then I would have to wait outside like I am an outcast regardless. The tall dark haired female manager was adamant that it was within her rights as an owner to choose not to serve me. Thought this would be good information for others who do not condone this type of behavior from a business, or who would choose to also talk with her regarding her behavior for people like me. Thanks for those who choose to stand up for what is right and go somewhere else. ❤️

I dont like to leave bad reviews, but I had to share my experience from this Apple store yesterday. I approached the store and noticed two security guards and two employees chatting at the entrance with masks hanging down on their chins. I didnt think anything of it. I started walking into the store, when I heard, Nope, Nope, Nope...you have to have a mask on! I turned to see all four of them had put their masks on in the mean time. Even though there is no mask mandate in Williamson county, and they were obviously hypocritical with their own mask wearing, I put on the mask they offered. I was in the store to buy an iPad pro. The team member I spoke to in an attempt to get the iPad that meets my needs was incredibly rude and condescending. I thanked them for their time, left, and purchased an iPad from Amazon. Starting to see why retail is dying. I will never go into an Apple Store again. If I wasnt in the creative field and havent used their products for years, I would switch over immediately. Very disappointed that a company that makes such great products is so rude and abrasive to their customers.

Nice store great workers. Friendly staff.

Not impress with the service, waited 20 min and nobody approached us of we need help. Lot of the staff just walking around and just look at us. Its a shame

Max, one of the managers, was great. Knowledgeable and very helpful.

A really nice mall. Some of my favorite shops

Four stars cuz I really am not an apple person.

Took 10 minutes to notice I was standing there waiting to make a purchase before someone came over to ask me if I had been checked in (after another employee noticed me and said something to her…which most customers had 2+ employees helping each of them…). I told her no, and then she had to count to tell me how long the wait would be, which was 20-25 minutes. And she just kept saying “and that could change” which I took as in could take longer. They just lost a sale. I was ready to buy.

Not busy but could understand it was a beautiful Sunday afternoon. Lots of shops. Very clean and for sure Covid 19 safe. Most stores ask you to put on a mask or they will not help. Good for them!!!

Apple unfortunately made my wife Unpair her watch from her phone in order to run an update. This was the beginning of the debacle that is Apple. After the update, the two wouldn’t pair for two days. My wife’s 486 day fitness goal streak has to end because the so-called “geniuses” at the Apple store can’t take the two days of data off the watch and apply it her phone. Snarky can’t begin to describe Joe that we were forced to deal with. If you force the devices to unpair, you should be smart enough to get the data off the watch and onto the phone. Looks like we’re all going back to Android and Garmin. Thanks for nothing Apple.

Called in with questions, such friendly service and all my questions were answered. Ordered online and did same-day pick up of Macbook charger (within an hour of ordering). The entire process was so easy and everyone was so friendly. Thank you!

Overpriced pit of toxic consumerism paired with a lackwit following. If youve waited in line for this store, bless you and your inchworm head.

Love this mall, clean and still has almost every store open

They were very helpful and nice. Took care of me.

I recommend requesting Kash. He is extremely friendly and will not give up on your problem. I had a broken screen and there was no getting back to him. Kash kindly offered in only a few hours a completely fixed phone all repaired! I’m defiantly going back with any future problems I may have. I will share this wonderful experience with my friends!OH! He also made us laugh even though he knew it was a stressful situation.

Really long line to get in, but the employees were super nice. They could use more staff and support from corporate.

Poor wait line organizers. Had to check in twice. Somehow received txt message that I wasnt checked in. Waited 3 hours to fix phone (software glitch). Instead was offered faster turn, I was put back in the wait line. Josh was professional and quick to solve the problem. Suggestion is to balance the wait time between customers who want to fix their gears and buyers (max 1 hour) Apple is $2tn company, pretty sure you can effort to add extra reliable staffs for the weekends. Poor marketing and sale strategies. Average customer satisfaction of 80% should be your number one prioritization.

Honestly, Apple has a very low regard for product quality. Their phones were very cheap feeling and not ergonomic. The store doesnt have a good layout, everything is just in random order.

Appointment scheduling and temperature checks made for a safe experience. My dad had an item to return frim Christmas, and the associate was very helpful in meeting that need.

Great place to shop and eat as well they have the Apple store

My daughter and I went to pick up iPads because here because none were available in the city where we live, and we didnt want to wait for shipping. So what to do to girls with time on their hands do? Hit the road!! We had an amazing experience. It was fast and friendly. In these days and times when security guards sit in front of the store it still felt somehow normal. We were checked out fasted and sent on our way. We even purchase some other bobs and bits. Thanks!!

Although the store was extremely busy on a Saturday afternoon the employees worked as quickly and efficiently possible to help everyone.

This mall is really nice. I still like going to a mall despite being able to order online. I like going from store to store and walking around. This is exercise and being able to clear my head. I will always find something I can use.

Apple official site says 9pm is close time. Shows up at 8pm after driving an hour and employee tells me they close at 8. As a former retail general manager who’s ran two shoe stores, Journeys and Champs sports. That’s piss poor service right there from a brand and company that thrives on the customer experience.

Anthony knew his stuff. We followed his recommendation and wound up with exactly the computer we hoped for at an excellent price.

Never got inside. Access is by appointment only due to covid. All the other stores in the mall were fully open for business. Wish we knew that before driving over an hour to get there.

The mask mandate is over. Why are you making people wear them?? Won’t be back. Time to buy an android.

Employees were sooo nice. I like this location a lot more than Green Hills because it just seems to be more organized and have more employees. I was given exactly what I wanted and was out in 15 minutes.

Apple..well beautiful roomy store with all the latest gadgets and IT you can afford. The draw back is the line, other than that its Apple.

I have brought my Mac back to Apple cool springs 3 times in one month to get fixed after paying $$ and I keep getting the same issue with my computer after they claim they have repaired it. I went weeks without it while it was in “repair”. This type of situation is critical for people trying to make a living from their computer during the pandemic .

Compared to Green Hills, this store is way more friendlier (Pre-COVID) and you could get in and out with relative ease.

Fabulous, I will come back again

35 min wait to pick up a phone I paid for online. And that was with the required appt. They really should have a line dedicated to pickups only

So happy to have a CPK closer to us. We love the tequila lime chicken! It’s our favorite dish

Social distancing... everyone pleasant. A few stores had lines to get in, but didnt affect us. Truthfully, not bad for a Sunday.

More waiting time but good service, one sales person tried to wrong sell apple care by telling that I think you previously got apple care for couple of months that’s why it shows warranty expired but we never had apple care . all the iPhone shows the same after 1 year warranty expires 😀😀 we never bought

Requires customers to wear mask even with vacancy card. Try’s to bully people with a security card.

I got my very first MacBook from this Apple store. Staff was very friendly and the store was very clean. The store is located inside of a great mall. It is clean. It is safe and it is home to some of the more luxurious stores as well. It’s also beautifully decorated around the holiday season. Like any mall, it’s best during the weekdays before the kiddos are out.

Very poor customer support. Beware before going to this Coolsprings branch. They broke my logic board and asked to pay for their mistakes. When I handed the MacBook it was booting successfully and they were supposed to diagnose the machine and get agreement before moving to next steps. They called after 3 days while I was middle of meeting and I requested to call after an hour but they never reached out. I tried following up after 4 days and got to know they messed up my logic drive. They gave option to repair logic drive or pickup the machine. I requested to give my laptop in a booting state like I handed over to them but they were rude and manager (Chris) wasn’t kind enough to understand the warranty history of recent fixes made by apple warehouse! I already paid for recent repairs and still had the same issue. Apple changed my logic drive less than 4 months and they say it’s gone again now. Im been calling the apple customer even before 90 day warranty period ended and they dragged to the extent the 90 day period is ended and now they broke it to force to pay for repair again. Run away from this store for any repairs!! Poor leadership and customer service! I asked to speak with manager to escalate this issue but they never allowed to speak with the manager! Wouldn’t recommend this store to anyone!!

Great customer service

It’s Apple so right now it’s just pickup but the line is organized and check in was easy. Staff are nice and knowledgeable.

Be ready to wait 20 minutes for an “express” pick up. Then they give a lame excuse “not everyone is trained on Genius Bar.” What in the world does Genius Bar training have to do with a pick up. All the guy did was scan my barcode on my phone, check my ID, and then someone else brought it from behind the wall. Nothing “express” about 20 minutes.

Best mall ever....

Good service...

If I could rate it 0 I would. They simply told me to get a cat. How does that help AT ALL!!!

Hours of operation are incorrect showed up at 10:00 a.m. stating that they were open when I got to the door they said they dont open till 11:00 a.m.

They do not answer the phone. After spending 3k for a laptop and having it serviced. Device have yet to be serviced in a month. No one at the store answers the phone. This is ridiculous. They also have security to prevent you from asking questions in person.

#HELPI drop my phone in the water accidentally, the 4th of July. I took it to the apple store in cool springs, I end up paying over $300.00 to get it fixed and it quit on me suddenly, I went to both Apple stores in Nashville and both are closed. I needed a phone so I end up buying me the cheapest iPhone cause hopefully they’ll fix mine once they open back. I had 90 days warranty.

I had dreaded bringing in my sons iPhone for service but finally made an appointment to bring it in to Apple Store at Cool Springs Galleria. Much to my surprise the staff was AMAZING!! They were extremely friendly and helpful, plus my service was really fast! I will definitely return to this location for any other issues with my Apple products!

Knowledgeable, accommodating, patient and friendly.

I got new iPhone 12 Pro Max on January 2020 now the battery level keep going down and is getting overheated I check the phone temperature was 112

I have been a customer here since Apple has been in the town. I bought the first iPhone from the Franklin store.This place is terrible!!!!!

COVID lines were a little silly at some stores but the environment was clean. The security at the location was very friendly and offered his services locating some of the stores.

Very clean place. Alex helped me out and was super patient

Apple care sent me to Best Buy for my phone issue and they couldn’t help me. So I decided to take my chances and come to the Apple store as I had already driven an hour for my appointment there.Walked into the store and of course it looks busy. They immediately greeted me and told me if I could wait a little bit they would help me out.2.5 hours later and I have a phone replacement in hand And I’m headed home.I figured I would be here a lot long but thanks to their amazing customer service I wasn’t!!Great job everyone!!

Not me but my mom - My moms ipad pro (new, only owned for a week) stopped working. She went to this store to get it fixed and they charged her hundreds of dollars. They then told her she shouldnt have taken it to the gym (only took it there once) because it is a muggy and hot environment, yet she has been taking her older ipad to the gym for years without a problem. Very bad customer service. She wont be returning.

I have been to the Cool Springs Apple Store many times over the last 10 years for both sales and service. When in the Store, they have done a good job, occasional arrogance aside.However, on a few occasions I have called the Store with a question. Forget trying to get anyone on the phone. I was just on hold for OVER 31 minutes and gave up. No one picked up. This has happened before. Its frustrating because my question was a simple one.The Cool Springs Apple Store needs to work on this.

Big tech ran. Stick with Droid

Heaven on earth 🌎

Closed, with a sign upside down in their window, closed indefinitely . We went home, jumped on Amazon, and ordered an apple watch. Would have preferred to give the business to our home town (and sales tax).

Very good

Terrible customer service. Massive line just to pick up a phone. appointments mean nothing

Great customer service

Don’t waste your time going there people are rude and will not help you it’s easier just going across the street to geek squad and you don’t have to make no appointment or stand in the stupid line or deal with stupid customer service people

Giant store, push crowd out INTO the Mall! REALLY? Who determined that pushing people INTO a crowded environment is SAFER??

Excellent stores to shop in.

Nice storeGood with social distances.They have a huge line only let a certain number of people in their store.

Worst service had wait along time just to get in . And wait longer to get service

Had issues with phone. They did their screenings and replaced it. With the new way they are doing things only had to wait a few minutes.

Even with reservations you have to wait in line. However, their team is always helpful and worth the wait in line.

Quick and helpful!