DO NOT ever invest in Apple care+ loss and theft. I recently lost my phone when I left it on top of my car and drove off. I went to the Apple store to try and get it replaced since I have insurance on it and their exact words to me were that because I didnt have the Find My feature on they could not replace my phone. Although the only reason it wasnt on was because the week before I had gone in to Apple to get my phone fixed and was told to turn it off. What is the point of purchasing the lost and theft insurance if youre not going to replace the phone when its lost or stolen? When I asked this same question in the store I was told that if I had the find my on they could ping it and find it. In other words they still wouldnt replace it, they would just find it for me. Terrible that Apple is just deceiving their customers into purchasing this insurance.

Had to come in for a screen replacement on my iPhone. Made an appointment same day, and I was able to check in immediately upon arrival. Firstly, I appreciate this store’s effort when it comes to public safety. Everyone gets a quick temperature check, social distancing is enforced, and all employees were wearing masks. Also a very clean and tidy store. Secondly, I dealt with probably 5 different employees throughout the process (That includes their security, the employee handling my repair, and the two who helped me finish up the process and purchase a new screen protector), and all were extremely friendly and happy to answer all of my questions. My phone was repaired and ready in about an hour. Will definitely revisit in the future.

In and out in 15 minutes getting two items, I didnt need an appointment to buy two items off the shelf, but they made one anyways and it was useless when I got there. The staff was very friendly, and I walked out with that a bag of receipt and no one stopped me. I guess they were out of bags that day.

Great service they took the time to answer all my questions and find the best computer for me. Thanks!Only con was had to order it online and wait 4-6 weeks so if buying for Christmas order ahead!

I will never buy an Apple product. Everyone in that store were too busy trying to look cool and I couldnt get any service. So I took my 2500.00 computer budget and went elsewhere. Hard emphatic pass.

They’ve done a really great job accommodating social distancing measures in this store. Really friendly staff and knowledgeable support team at the Genius Bar.

Can’t remember his name, but tall bald guy was super helpful when I wanted to look at an Apple Watch. He did not try to upsell me at all. He was not afraid to give his honest opinion, which really helped me get the answers I was looking for.

Y’all. I went in to get my Mac book repaired and ended up upgrading my Apple Watch. I had the most amazing sales man help me. Nick was exceptional all the way around.

We go here but never find anything. We end up walking the entire mall only to eat and leave. Great food though lol

Did not go into the Apple Store

Went in to purchase a computer with credit card in hand. Knew what I wanted just wanted to see it in person. Was instructed to wait. Waited 45 minutes (with no other customer in front of me mind you). Was instructed to move to another spot where it would be an additional 25 minute wait. Came home and ordered an HP. This company lost a $2000 Guaranteed sale due to poor customer service. Ridiculous!

Awesome service. The service tech repaired my wifes iPhone issue very quickly.

Nice mall clean orderly! Didnt go in any of the shops! Just passed thru to the theater!

Not impressed. Almost everything in the store was priced $59.95 and I was going to buy a few small Christmas gifts but the service was lousy. The customer had left the 1 checkout held up while she went somewhere so I just left my little gifts and didnt come back

This company use to be progressive. Now they are rooted in the past. Only store in the mall that required a mask. And you had to reserve a time to buy a phone. Two hour wait. No way

Very helpful-but bring a book because you will wait.

They were packed but got to me fast and made it an easy experience.

So glad this place is back open. They got my Mac working like new in under 30 minutes.

First visit to an apple store. Excellent and fast service by Flavio.

Went in for a factory default, my screen wasn’t working properly. My phone was still under warranty. The woman was somewhat nice to work with, but would not tell me what tests she was doing on my phone. They said they’d repair the screen, so I left my phone there. When I went back to pick it up they said there was “water damage” and they couldn’t repair my phone. This was impossible as the LCI (liquid contact indicator) was not even set off. In addition to this, they gave my phone back with completely different problems that I went in for, and even sent me a receipt saying the repair was completed. Upon calling a supervisor at apple, she said that the repair report said absolutely nothing about water damage and stated the phone was completely repaired. Unbelievable.

Harass their customers about wearing a mask. When half their employees are wearing cloth masks and people in the back of the store aren’t wearing any at all.

Nick was super helpful today on diagnosing my AirPods . Very knowledgeable and savvy . A+

I had an appointment, and after seeing the social distance setup, I would highly recommend one. They’re being very cautious (appreciated), I went in for a cracked back glass and damaged screen on my phone and I also wanted to purchase a few things. The Genius, Chris, got me setup with my replacement phone and helped me get all the other things I wanted. In and out in under an hour.

Excellent and efficient technical service. Personnel are courteous and understanding of your issue and stand ready to be of service.

I have Apple care and I cracked the back glass of my IPhone 12 Pro Max. Apple support instructed me to go to the Apple store in the mall and they would replace my phone. I talk to the representative at the store and they wanted me to wait for 2 1/2 hours so they could repair it and not replace it. Why do you tell someone to go in the store when I can call Apple support and they will just mail me a brand new phone and I mail them mine back. To pay such a premium one would assume you would get customer service of equal value but that is certainly not the case

If you like Apple products then this is the store for you. They have everything Apple, phones, watches and computers.

Drove two hours to get repair done on my AirPods that were still under warranty. The gentleman was very nice but proceeded to tell me that the reason they wouldn’t connect was because the individual air pods had different serial numbers and they probably got mixed up with my old first gen air pods (unlikely). After some digging it turns out that the individual air pods do have different serial numbers from the factory. To make it worse he told me, that I should take them back to the Target I bought them from.Only reason for two stars is because I contacted Apple directly and they resolved the issue. Do some research on your issues before you make a trip into a retail store.

Interesting the store has their own security and doesnt work to help individuals not shopping at apple.

Refused service for not wearing mask in a mall with no mask requirements. Take your business elsewhere.

Covid precautions easy. Staff keeping people informed. Great service buying a macbook.

Love the stores and always great service!!

Good experience at the Apple Store. Good covid awareness policies. Excellent customer service.

A waste of 45 minutes this time. Third time we’ve come here to get help. 0 for 3. Employees are clearly trained to either discourage you from getting in (gatekeeper) or to BS you and get you out the door without a solution if you make it in. Minimal or no effort to help you. Android looking real enticing after all of this.

The service is really unprofessional. Really bad experience, especially the Trade-in service.

Made an appt for 6:30, but was told that I could stop by earlier and they would try to fit us in. Needed a battery replaced on a MacBook Air 2017. Drove two (2) hours from Chattanooga. Arrived at 2:45, got checked in, waited three (3) minutes and was told that most repairs required a minimum of 24 hours, but since we were from out of town, theyd help us out. Told to come back within two hours. Got a call within 20 minutes to tell us the job was complete. Yahoo! We let the manager know how awesome and accommodating her team was. To the team of geniuses at The West Town Mall: You totally came through for us and its greatly appreciated. Youre the reason why we continue to purchase Apple products. Thank you again; much appreciated!

Nice mall with wide variety of shops. Mask policy optional, which didnt make me feel safe. A vape store has moved in...usually the kiss of death for a mall. Fingers crossed it stays so nice.

Professional and speedy service!

Took my phone in for apple repair and they did such a tremendous job I also can not believe how quickly they had it done

Extremely poor attitudes will never recommend the store or any of their products.

Staff were organized and patient with helping me to satisfy my purchase.

Employees standing around but cant help you. Guess Ill go buy my product from best buy

Being marshaled around by ‘security’ personnel who present themselves as unhelpful and unfriendly mask police is the reason for the low rating. Apple needs to get the message that the CDC updated COVID prevention guidelines on May 12th.Once in the store, the staff is professional.

Helpful professional staff. Had a good experience .

The Apple store in Knoxville is very unprofessional, my wife who is disabled from a tragic vehicle accident whom now has memory loss was having issues with her cell phone which was clearly covered by the manufacturer limited warranty, my wife could not for the life of her remember her password to unlock her device so the store workers and a manager could perform tasks to fix the issues with her phone, The manager clearly was accusing us of having a stolen iPhone since my wife with her disability had forgotten her passwords, after multiple attempts she was able to finally remember her password, this is very unacceptable and will definitely be speaking with our attorney in reference to the Americans with disabilities act, these uneducated employees need to be educated on how to properly treat customers with disabilities and not embarrass them making them sound like a thief,

Very large Mall, nice people, great selection of stores. Clean, masks were being worn, and sanitizer everywhere. We will be back again. Visiting Tennessee from Michigan.

Terrible service and you cant even get cell service inside the store. Baffling that they can service a phone or sell one when they dont have a cell signal.

Hope you dont mind the covid quiz group out front. A bit over the top, just order online.

Count the number of apple employees just standing around! I needed an email problem solved on my new $3,000 plus computer but was told there were no appointments available for a week. I definitely wont be buying apple products anymore in the future!

I had an appointment at 2:40. I waited maybe 8 minutes before a little guy came over with his iPad and ran a diagnostic test on my phone. Fixed it within minutes. He was super nice and professional. They were so busy. I want to say his name was Dion. I cant remember if thats the correct name but he use to work at Journeys. If I go back and I see him Im requesting he help me because he was awesome. Thanks guys.

Overcrowded, open more locations please

I went to this location on 6/18/20 with a non functioning microphone on an iPhone 11 under warranty. My lady made an appointment for us the day prior.The bad: my appointment was for 3:30 but was not actually seen til 4:15. It was very busy and temperature had to be taken and mask worn. But that was basically all that was bad.The great: the “genius” that saw us was carrisa I think( sorry if I got your name wrong). Anyway, she was knowledgeable, courteous and instantly helpful. Without being condescending or accusatory she had my phone diagnosed and a replacement phone on the table in less than ten minutes. A very pleasant experience.

I have always been pleasantly surprised with the service at Apple West Town. Three times I have gone in with a mangled product(my 12 yr. old), one time a day AFTER the warranty end date, and quickly been helped and left with a brand new product! Greatly surpassed my expectations each time!! Yes, sometimes there is a waiting period(esp. around the holidays) but it is very organized and quickly expedited. Would recommend and will return.

Males wearing security shirts were manning the door only letting limited shoppers in at one time! Kudos to Apple for being proactive dealing with the pandemic

My fiance and daughter had a nice time

The apple store didnt have any cases or screen protectors for the newest apple iPhone available. Kind of sad bc a aftermarket store in the mall had it all. Plus the guy acted like we had the plague because we wasnt wearing a mask. Never again will I ever check with them.

Excellent customer service while also being very diligent about COVID safety measures. Masks, plexiglass, and a spray and wipe down after each customer.The best example yet in Knoxville businesses handling the plague.

Not anything there for me. Overpriced for what it is.

My son thinks this is the best place on the planet!! They are always busy, HOWEVER, the line moves really quickly!! The store is ALWAYS clean. They give free classes almost daily on different subjects. The sales staff are incredibly friendly and super helpful!!!!

The store was packed, but everyone was being helped and the technicians that handled my issues were wonderful. We actually have to go back today- and simply because they were so professional and kind... I dont mind the 1 hour drive. Knowing that I will be helped as best as they can is priceless peace of mind!

My IPhone6+ bent from sitting on it wile driving . What a waste of my time being in that store. Then to make it worse the employee was making fun (bullying me) for being skinny . Laughing and saying theres not way I could have done that. Insinuating that I was a liar . STAY AWAY 1 hour wait and 4 employees standing doing nothing

I went in today to purchase a new Mac and had a very difficult time using my new Apple Card. Alicia (I hope Im spelling that correctly) and Jeremiah did absolutely everything in their power to help me out and to make sure I was able to leave with my Mac today. Above and beyond service from both of them!

Best shipping times and excellent customer service.

You cant get a person and the automated person on the phone keeps hanging up the phone.the worst customer service in the world......

Nice place

A lot to offer

I mean its an apple store.

Good place, nice people, helpful staff. Got what i needed with a smile.

My favorite place

Fast and professional service! I came here to get a battery replaced and they did this in a very timely manner. Only thing I could say that needs improvement is some form of direction at the door. Apparently, they normally have someone waiting to get appointments and such as customers walk in, but whomever had that job had been pulled away and seeing as how this was my first time, it took me a moment to find help- I had wandered on in and ended up lost as to what to do. An automated check-in for premade appointments would probably help a little, or a sectioned off lobby. Other than that, though, their service was amazing!

Not impressed

I am so ticked! In this day and age our phones are so critical to our business and personal lives. One day without it seems like forever let alone a week and a half. I guess I am more mad because Apple is so big it doesnt bother them if somebody gets mad. They have millions of people what does one person matter to them. I dropped my phone off after two long conversations on the phone with their phone support. They told me they had no idea what was wrong with my phone. They advised me to take it to the Apple store where they have phones they can swap it with. I paid full retail for this phone and now I have to get a refurbished phone after 6 months of use. I had no other choice so fine I drive 100 miles to the closest store. I drop it off on Sunday to get a call on Friday that they have replaced some piece inside of the phone. Great when do I get it back I asked. We can ship it to you and it will be there by tomorrow morning. Great that saves me a drive back up there. Wait! I check the tracking number they gave me today and my phone is in Indiana and will be here on Monday. I would have gladly drove the 100 miles up there not to have to wait another 2 days. It sure is tough being a consumer with a brand that we seem to need more then they need us. I must say the people in the Apple store were very pleasant but the process to take care of a customer is very poor. This rant will do nothing to get my phone back any sooner but it makes me feel better.

Wonerful they fixed my iPad that I locked my self out of

Currently, not a very inviting store. They have bouncers outside, must get your temp checked before entering. They require a mask both inside and while waiting to enter the store. You must follow an associate in and then out. No just browsing...... Its a mall people, most other stores are operating as normal

I went in with a strange set of questions regarding the Apple card and corporate partners program. The woman, I dont know her name as they dont wear name tags, went above and beyond to help me with my questions. She went as far as to go into the back and get her private iPad to see if one can apply for the Apple Card on one. And she came back a few minutes later and told me that you can and even showed me how to do it. She explained the application process and how it will work with credit pulls.One negative is its super hot in there. But just a minor gripe.

Open the stores to actually service people paying for your products! Having faceless customer service reps reading from scripts with no accountability is embarrassing for a company like Apple. Its high time to get back to work!!!! I dont understand why anyone prefers Apple to Androids. Worst customer service ever! 😠

Horribly dissatisfied with my visit. My time was completely wasted twice. I came in for a screen repair and waited on the reservation line. I came in when they texted me that it was my turn for the Genius Bar and my boyfriend took my phone in. He waited FOREVER to be spoken to before being told they needed me to unlock the phone. I came straight from the food court to unlock it and the associate moved on to someone else. After waiting on him patiently to finish with that client, I was told that I had been bumped to the back of the line. I was SO ANGRY but I calmly just left. I will never come back here. Luckily I went to Best Buy right after, where I was taken care of with speed and great customer service. Once again, thanks for wasting my time.

I’ve never had better service than I did today. Darrell was amazing. Answered all my questions and gave incredible service. I was ready to buy, but they were out of stock. I want my new laptop today so I’m checking around town, and if no one has it I will be back there to order it immediately!

Scott assisted us and was fantastic. Very cordial and new what our problem was instantly and showed us just how to correct. He walked through the process with us and his customer service was EXCELLENT. KUDOS TO SCOTT.

Its a mall.

Great mall

The tech that helped my husband and me was fast friendly and super helpful. We appreciate the service we get there. Thank you.

You think your $1000 iPhone is waterproof or water resistant???? Heeeeell no!!! My 2 month old iPhone X was in 1 feet water for less than 10 seconds and it won’t turn on!! Apple store manager Casey says it’s an accident matter we are not replacing it even if we advertising it as a water resistant! The biggest accident is when you tell people that their iPhone can be in 3 feet water for 30 minutes but less than 10 second 1 feet water will kill your iPhone completely.

Went early to beat the Apple rush and to my surprise they had two employees out front taking names before the store opened. After opening I walked in and was immediately helped by a technician named Tim who answered all our questions in a refreshingly honest way and gave us a fast, easy, and very affordable fix to our problem. Thank you Tim for your help and good luck with the photography.

Incredible service! Everything was explained in a way that I could understand and all my questions were answered clearly. I had a great experience getting my macbook repaired here.

Christian took time to listen to our situation and then give us several options and an ‘order of attack’ to help us best meet our individual needs. He answered our questions and then reviewed to make sure we were all on the same page. Really appreciated the great service.

Nice place to go shopping. Its a destination for us. We drive up from Cleveland rather than shopping in Chattanooga.

I had an update that took out my boot drive. Walked in and had a tech named David help me out in less than 15mn. He was knowledgeable, pleasant and good humored. He helped make a rough start a bit smoother. After he performed some Apple style whiz-bang, my OS drive was happy to take a fresh install.

I have been to the Apple Store three times for two different issues in the last two months. It was very busy all three times. I knew this about the store, so I was always ready for a long wait time. I was dealt with in a timely manner each time. The three different technicians I had were all efficient and were very patient and nice. It was a nice surprise. This is the only Apple Store in Knoxville and there were people there that drove from Kentucky for help because it is the closest store to them. That helps explain to me why they are usually packed with customers.

This was terrible!! My daughter updated her iPhone with the latest update. After she was not able to make phone calls and the FaceTime feature was useless because she had no visual. I simply wanted to know how to fix the problem or if I needed an appointment in the Apple store (because of CO-VID) to have someone fix the problem. All I got was automated voices and dead air space.

Brought my Apple Watch in to have it looked at because it wouldn’t turn on. The guy I worked with tried to turn it on and a red exclamation point popped up. He turned to me and said “I don’t know what is wrong with it but whenever that happens it just means that they will send you a new watch or fix this one (whichever works out) for free”. My best friend was there and heard what was said and we talked about how awesome that was WITH that employee! When I was called to come pick up my watch a different guy brought it out to me. He took it out of the box and tried to turn it on and it wouldn’t come on. He went to the back to “check the repair notes”. When he returned he informed me that what they had thought was wrong with it, wasn’t wrong with it and that I would not be receiving a new/fixed watch. He then told me that I could pay $250+ to have it fixed or just buy a new one. When I declined he asked if I wanted to keep it or if he should dispose of it for me. I took it with me. I’m not leaving it with them so that they can fix it and sell it to somebody else! Now I have no watch and what happened to it was in no way my fault! Apple is a joke. I guess when your company gets to a certain point of success, you just stop caring about customer service.

Not giving Apple my money moving forward, my watch series 4 cracked after one month and the store wants $299 to fix or replace with a refurbished watch. Im fine paying for a repair but thats 80% of the retail price. The manager didnt take care of a long time Apple family.

My wife & I exchanged my iPhone 5S & received an Apple Store gift card for $160. Sam, the Apple Technician, was very polite & efficient. He made our experience very pleasant. Then, an African American Gentleman assisted us in activating our iPhone 6S Plus Rose Gold phones. He was very professional and personal at the same time. He was definitely our favorite employee. We will seek his (wish we remembered his name) wisdom and technical knowledge during our next visit. Good job guys. This Store is outstanding.

I has some questions concerning accessories and the representative assisted me and helped with my questions. The transaction was smooth, and while I recognize the merchandise is pricey, that is not a fault of the store.

Good service and knowledgeable staff. We went there at Christmas time to buy my daughter a MacBook for college. We were helped immediately and every question was answered fully. There were a lot of people in the store but we were given patient service and I was very impressed by the store and their products. I plan to buy a Mac for myself in the future.

Bought a 38mm series 1 watch and realized the after that it was too small for my wrist. So I went back to return and replace it with a 42mm. Loved the response from the sales team members and the manager. A gentleman named ‘Greg’ greeted me patiently understood my concern and then took me to a manager named ‘Toni’. She was very professional and made the return and replace process so pleasant. Loved shopping there!

Went in with a lot of questions and they took care of them all. I left very happy. Cant remember the guys name that helped me, but he was great!!

Awesome store.. everyone is always very helpful! Love this place! Love looking around at everything! Feels like heaven inside

I have been impressed by how well this store functions, especially considering how unbelievably busy they stay on a consistent basis.Behind the scenes, the tech team has always done a great job making the correct diagnoses and repairs for anything I have brought in over the last several years. To date, everyone I have had contact with has been very friendly and knowledgeable, and has quickly fixed any issues I have had, generally a day or two ahead of schedule. Couldnt ask for more. Thanks!

One of my favorite places to visit. Traded in an old iWatch for a gift card. Service was great and easy

The best mall by far!