Apple Houston Galleria

AirPods Max — durability and reliability issues I’ve used AirPods Max for about two years. The ear cushions began peeling and falling apart. After replacing them with a third-party set, the headphones started disconnecting frequently and often require re-pairing with my iPhone before each use. A routine ear-pad swap should not disrupt core functionality. This points to a fragile design and software that’s overly sensitive to minor changes. Apple should offer durable, color-matched replacement cushions and ensure the product remains stable regardless of pad source. I plan to bring them to an Apple Store to discuss, but at this point I can’t recommend AirPods Max. The experience has been consistently frustrating.

I scheduled an appointment online for my Mac Pro and specifically chose this location because of a great review — and they absolutely lived up to it! From the moment I arrived, I was greeted immediately and professionally guided to my assigned technician, Samantha. While I waited briefly, an Apple Mac educator (I believe the name was Ammo — apologies if I got the spelling wrong!) approached us and shared even more helpful insights about our Mac Pro. Hands down, huge thanks to both Samantha and Ammo for their personable, professional, and efficient service. They resolved our Mac Pro issues quickly and went above and beyond in making the experience informative and pleasant. Keep up the great work!

I recently revisited the Apple Store in Galleria, and I must say, it's one of the biggest and most impressive stores I've been to. What sets it apart is its dedication to showcasing new items and providing exceptional customer service. One thing I particularly appreciate is how readily available the salespeople or customer service representatives are. They're always on the floor, making it effortless to find assistance. They're more than happy to walk you through the store, helping you explore the latest offerings. The store features an extensive range of new accessories for phones, designed to enhance convenience and compatibility with Apple products. From the Apple tag to different chargers and influencer-worthy accessories, they have it all. What's even better is that you can try out these accessories right there on the floor to see if they suit your needs. Moreover, the store is impeccably clean and well-maintained, creating a welcoming atmosphere for events and discussions. Whether it's sharing experiences with fellow users or learning about different items, the store offers a platform for engaging interactions. Overall, the Apple Store in Galleria is an amazing destination, even if you're just browsing. The combination of new products, attentive customer service, and a clean environment makes it a must-visit spot for tech enthusiasts like myself. I'll definitely be back soon, whether I'm buying or not. Highly recommended!

Horrible customer service by the lead Aneer. I was lied to on may 15th that my laptop would be replaced free of charge now I’m being asked to pay in full. Then they switched me reps four times just to do nothing to help.

My experience with this store was so horrible I came in to get help with getting something fixed but the associates were so condescending and rude! Classic dirty salesman tactic to gaslight and sell sell sell it’s not honest and it’s not work done with integrity. I shop at Apple pretty often and the galleria store is usually the last place I go to but I was there for some business and decided to get my Apple Watch checked out. Never coming back here again that experience belittled me so much. Hope this is getting addressed by management

if possible only schedule for the first appointment, or walk into another store. wait time after appointment time to get checked in 20 minutes wait time to see tech after being checked in: 30 minutes time to process device 4 minutes wait time for repair about an hour. This is definitely the worst apple store in the houston area when it comes to speed. I went for my appointment, showed up 5 minutes early. there was no one attending the entrance like all the other apple stores i've been to including the stand alone highland village, first colony mall, and memorial city mall. It took at least 20 minutes for someone to ask me if i have been helped while waiting in their waiting area. after being checked in, they take another 30 minutes to have someone come buy to process my device. The repair alone is worth 5 stars, it was fast, and great. Luckily i didn't have to wait long for that part while another customer was vaping in the waiting area discussing their device issues with an apple employee. in contrast, just walking in to any of the other apple stores i get checked in immediately, and see a tech in about 10 minutes. other stores provides faster service and the store smells a lot better.

Was having problems with my iPhone 13 Pro Max (other than it’s not the new 15 Ultra lol) not sounding the audio properly, making me miss notifications. Had a 4:00 appointment, showed up at 3:44, went right through. The genius who attended me was thorough, but very quick to the point of being almost too quick. Granted he was training someone from sales to be customer service, and that may have had something to do with it. He showed me how to thoroughly shut it down and clear the cache, so that was helpful. However now it’s deciding to overheat. Afterwards went to look at the new MacMini (downsizing again…started with 28” iMac 🖥️, to 21”, and now need even smaller without giving up performance. The gentleman who helped me was very patient answering all of my questions, and advised me on the perfect one for me. 11-6-23: Was early for an appointment with my Apple TV (drove 100 miles), made ourselves busy for 2 hours, then came back. Samantha attended to the unit, with assistance from (sorry forgot your name) the guy from Orange. The unit was reset which took about 45 minutes, and looked like it was going good. I left for a few minutes and when I returned my wife was outside the store with the unit in her bag. She was told it was ready. Brought it home, powered on, but no signal to the television at all. Next day tried a different HDMI cable, it did give a signal to the TV, however, it never acknowledged the remote, displayed the time from the Apple Store the previous evening! It’s now a paperweight, and instead of keeping it there to replace under warranty with shipping a replacement, I have to drive back another 200 miles round trip, just to bring it right back to where I’d already brought it, to pick up the replacement. Will update if need be.

On July 12, 2025, I purchased the iPhone Pro Max 16. About a week later, I updated the iOS, and after the update, the phone was locked by Apple. This has been one of the worst experiences I’ve had with Apple services. I forgot my password and took the device to the Apple Store at The Galleria in Houston. Instead of helping, they kept passing the issue around and ultimately refused to assist me. Now I’m stuck paying $55 a month for a device I can’t even use. In contrast, Samsung provides much more accessible support and control over their devices—so I ended up switching and purchasing a Samsung phone instead. I have the receipt the apple and I show them my ID but they don’t like to activate my phone

I went into the Apple Store to figure out why my MacBook photo library wasn't syncing with my iPhone, and luck paired me with Mr. Fred, a 20-year Apple vet and hands down the most patient and solutions-oriented Genius Bar staff I've ever worked with. Fred was determined to get to the bottom of it, helped me find the right external hard drive to protect my photo memories, and walked me through it all in under an hour and made sure to give me some online resources for additional guidance at home. He made what could've been a frustrating tech visit feel calm and handled. Even though I was one of the last three customers in the store, the whole staff was welcoming and never made me feel rushed. I won't hesitate to return to this location for support. Fred told me I could call Apple Help Line if I needed help, but I told him there's no Fred over the phone. Thank you again!

After a totally DISASTROUS day at the Memorial City Mall location, my hopes were not high. I stand corrected! Professional. Completely reassuring about the reasonableness of my original request & astonished at the other locations' fubar approach. This is THE Apple Store for me from now on!

I came here with my girlfriend since she wanted to get an iPad! The friendly staff, Pricella, helped out our case and found a great item and deal! Had a pleasant experience for sure! Will be back once we are around! :) Cheers

I purchased my iPad Air today! The store staffs were really nice. Priscilla helped me out today and she understood what I needed and recommended the product that matches my need!

I'm trying to figure out how can you charge someone $129.99 for a repair when the headphones cost $179.99? Then not only that Best Buy has the solo 4's for $129:99 new. This is some bullshit and fuck this location. They have horrible customer service relationships. The worker Jeff is an asshole.

Awful customer service and ALWAYS crowded!!! Went in a few weeks ago (Sunday, October 13th around 5:30pm, to be exact) and was panicked because my iPhone would not come on for several hours, just a blank screen. As soon as I walked in, I was directed to an employee and explained what was going on and even showed him my phone. Understandably, with my iPhone not respond to any buttons to was frantic. The guy who was supposed to be assisting told me he could make an appointment for me to see the "Genius Bar"but the earliest appointment they had was THE NEXT DAY at 4:55pm. I was flabbergasted as he could see my phone not working at all. The worst part of my visit was his condescending tone. I'm not sure in what universe raising your hand at and telling a customer to "calm down" constitutes good business but that's exactly what Bryan/Brian did. On top of his not helping, another sales associate (Ashley) walks up randomly to see if he "need[s] any help" with me. I found out afterwards that Brian was the manager; not sure how a sales girl thought she'd "help" the manager when he was clueless himself. NO STARS!!! Drove down the street to Highland Village immediately after and they not only took the time to see me but ran a diagnostic test to identify the problem. Do yourself a favor and AVOID THIS LOCATION at all cost. Drive to Sugar Land if you have to!

Easy process. never have to wait long. Easy to make an appointment online and just show up! My sister had an appointment to pick up things she ordered and I went with her. I decided I wanted to purchase a laptop, and Spencer was more than helpful, he described everything to me in a way I could understand (I'm not tech savvy) was quick with it and was so friendly. 10/10 would recommend this location, and if you get a chance ti work with Spencer, i highly recommend him!

I don't understand why the overall ratings are so low, this place is full of wonderful people!! I had to trade-in my MacBook Pro at the very last minute of my Houston vacation (I had a flight home to NYC the next day). These guys really worked with me to make sure I was leaving satisfied. I spent most of my day here today (4 hours to be exact) with Carlos, Julio, Noé, and Jeremy helping me. My trade-in wasn't a very smooth process but they still made it happen. By the time the whole purchase was completed, it was an hour to close and there weren't enough techs to help me bring all the information over from the old MacBook to the new so they had wanted me to return the next day. However since they knew of my situation, Jeremy took care of it so I wouldn't have to return. I also visited on a good day because this time of year, Apple is offering their annual back-to-school promotion. The staff here was very thorough with explaining everything and kept customers entertained by giving free interactive lessons on how to use the iPhone for different things.

Amazing ppl that work here. The workers are attentive and offer tips to get to know your products. Very busy though- make appt and go shop around or stick in the store.

I purchased a Mac online with the intent to pick it up at the Galleria location on 3/20/22. I received a text message the morning of the 20th saying it was ready. I then received an email from Apple at 1140 am stating my items were ready. I arrived at the store at approximately 1230 pm and contacted the employees. I was then told that my order was cancelled. I had not cancelled the order and my credit card was not rejected. What i was told was that they did not have it in stock so the order was cancelled. They could not or would not tell me who cancelled the order. They then asked if I would like to head to another Apple store close by to pick it up. I agreed but then was told that I would need to purchase it again since the order was cancelled. I checked my bank on my phone and saw I was charged for the purchase already. They said that that order would be refunded within 5 days. I did not want to buy a second computer while waiting for the first to be refunded. Mac's are expensive and this was a 2000 dollar purchase. This is absurd. There is no way this should happen and no way that there is nothing anyone can do to fix the problem. It is completely unacceptable. I understand it wasn't the fault of the employees i worked with. It is a failure of the Apple corporation. Unknown now if I will even purchase a new Mac. I am currently shopping for PCs that will work for my photography business.

Lauren and her team were incredibly helpful and responsive to a product replacement that I needed to make on a short deadline.

Extremely helpful. In and out without a problem. Needed these bad for my workouts. What is a work out without music? And who wants a cord all in the way?

I was at the Westin Galleria for a Special Education law conference and had been thinking about changing from Android to iPhone for a while. I was going to visit the T-Mobile store, but the Apple store was closer during the break. I only had 20 minutes left. I already had in mind the iPhone 13 Pro in gold, so I'm glad I was able to see it in person. I want to give shout outs, but I don't remember all their names. The one who helped the most was doing training with a woman who I didn't know the name, but she remembered me when I came back after the conference was over. Long story short, I was able to get my iPhone 13 Pro 256 MB in gold that same day. The rep assisting me (starts with a K. Kalvin, maybe? (he's in the photo). So sorry I didn't remember, and the receipt doesn't have your name! I tried to call the store, but the animated message didn't help much and kept ringing.) called a manager over whose name is Carlos, who told me that they got a shipment and were still unpacking to see. This particular one was out of stock with a delivery date of December 20. Lucky me because they had ONE come in. ONE. And you know what? They normally don't hold, but they did. For me! I told them I'd come back after conference was over. So when I came back to see if it did come in, someone else brought the phone to us because Carlos was in a meeting. They helped me get my apple ID updated...I hadn't had anything apple since 2005? Lol. As someone who is converting from Android to iOS, I'm impressed with the customer service. Thank you to this team!! Much appreciated!!

If I could give no stars I would. My charger was under warranty so I went to get it replaced and they gave me the run around claiming they didn't have it in stock made me go all the way to another Apple store. Anytime I needed to get it replaced from another location they took it from the sales floor if they didn't have it in the back. Manager Sarah Aragon was very rude and unaccommodating, and her bootleg technician.

After traveling all day and getting off my flight and my phone would not work. I walked into this Apple store and 15 minutes before the store closed I was met by Eric. The nicest person you could ever meet. I explained to him that I was having problems with my phone and could not get my phone to turn back on. He walked me over to Geo and Zane. They all went above and beyond to get my phone working. As a mom who is always traveling and need to be able to get in touch with my family and customers. I cannot be without my phone. The kindness of these three gentlemen meant so much to me. Thank you, Eric, Geo and Zane

This store wasted my time and saw no problem doing so. I made an appointment with them to get my battery replaced. I arrived on time. The first representative told me to sit and wait. The second representative made a less than friendly joke about the age of my phone as if I was going to be shamed into buying a new phone. The third representative said that they couldn't replace the battery unless they replaced the screen. So, a $50 expense quickly turned to between $200 and $250. When I chose not to use their service, their response was "no worries, have a good day man". The worst part was that neither Apple representative could see how insulting they were. I have 3 Apple phones and 2 Ipads. I was expecting premium (genius) service to accompany my premium Apple phones. I did not expect to have my time wasted in such a cavalier fashion. Is it too much to ask to be referred to in a dignified manner when I've been paying for their service for 10 years? The last representative's "no worries" meant that there was no skin off his back after Apple wasted my time with no remorse or consequence. I figure Apple wasted over $250 of my time so, I therefore can no longer continue to pay them premium prices when there are less expensive options with comparable technology. I can get insulting customer service for free. For me, this was the last straw. I will no longer purchase Apple products and look forward to experimenting with either Android or one of the Google Pixel phones. At least I won't feel so disrespected and undervalued when I have to discontinue them.

I'm currently having my laptop screen replaced and the service has been completely wonderful. Samantha, Steven and Brian have been great with my last two visits. Living on a teacher's salary, I appreciate high quality service when purchasing high quality products.

I've had some frustrating experiences at the Galleria Apple store, particularly with a manager whose appearance I'll describe without using offensive terms as i dont know his name. There's this manager, a black bigger guy with a bunny on his head - not trying to be rude, just describing as I dont know his name. He refused to process my post purchase trade-ins, creating unnecessary problems even though I had all the necessary info. I've done trade-ins there before when he wasn't around, and other managers never raised issues. He was arrogant and disrespectful, insisting he's the only one who can help. I tried talking to another staff member who did my trade-in before, but he wouldn't let me. I hope Apple takes action against this manager, as his only goal seemed to be frustrating customers. Apple, please address this issue. I never want to meet him again. On two occasions, he refused to process my trade-ins, claiming the system would display my card information. This was odd because I've never encountered such problems at other Apple stores. His demeanor was arrogant and disrespectful, insisting he was the sole authority to help. Attempts to speak with another staff member were thwarted. I believe Apple should address this, as it seems more about his behavior than any legitimate issues. As trading in devices is part of my job, I will inevitably return to the Galleria Apple store. However, I genuinely hope to avoid encountering that manager I described earlier, as his refusal to process my trade-ins has been both frustrating and unprofessional. My primary concern is getting my work done efficiently, and I'd appreciate it if Apple could address this issue to ensure a smoother experience for customers like me. Thank you

Go somewhere else. They are not helpful. We were here to get a strap for Apple Watch because we don't know which model to get exactly. They turned us away and said they only do online orders.

If you have ever lost your phone while on vacation, you can relate. It happened to me. So, I made the trip to Apple at the Galleria. Dylan (sic) listened to my problem... including my FORGOTTEN iPhone password. I bought a new phone, activated AT&T service and had a fully functioning phone again. He (and manager Leslie) took care of everything! I am so grateful for their help. I'm fairly new to Apple since moving from Android, but if this type of service is the norm, I will be an Apple customer for life. A+

Hard-to-access location and overcrowded. I arrived at the galleria 20 minutes before my appointment to give me time to walk to the store, but then it took circling for 30 minutes before I could find parking. When I walked in, Apple said they had cancelled my appointment and I would have to wait for another hour. Perhaps it is better on weekdays..

Don't believe the Apple hype. I can't buy the iPhones I want online because my iPhone is only iOS 12.4 ( because APPLE locked out upgrades on this model). I can't buy it from the Apple store because they are all closed. I can't buy them via a call to Apple because I want to you my Apple Pay to get 24 months interest free - and that HAS to be done online (iOS 13 or higher) or in store (all closed.) I hate Apple.

i came by to replace an AirPod i had lost and checked in and signed up for an appointment and waited 45 minutes , while i was waiting i witnessed an encounter between a employee and a customer who had a question but was only able to speak to spanish, when the customer asked for assistance he was rudely told by an employee "no habló español" and ignored afterwards, instead of reaching out to other employees and looking for someone who could assist the customer properly he just turned the other way and continued to talk to another employe, once i grew tired of waiting i bought wired earbuds and told them that i had been waiting for too long and wanted to head out quick and the employee tried to gaslight me and say that i "missed my appointment" and that "they could not find me anywhere" although i spent the entire 45 minutes waiting in the exact same spot i was told to wait, which was in the center of the assistance area infront of countless of employees doing absolutely nothing but catching up. That encounter with the employee and customer was hells racist .

There was once a time when this was a decent store. I'll just call them "Covid Crazy". For the longest time they built a wall at the front similar to teller windows. Today it looked normal enough. So, my son wanted to browse. Sorry Sir...no browsing..we're Covid Crazy here. Just keep moving along. We want your money and you can spend it online then make an appointment to be handed your product. Why go to a mall if you can't go into a store. Stay away..they are "COVID CRAZY". Last thing I wanted on a Saturday was to be told the store was manned by people not afraid of someone with an appointment, but terrified of someone without one. Can you please explain the difference? Notice all the bad reviews? Here's another one.

Let's just say I dreaded making the big purchase of a new phone. I nearly cried when it came down to it. Fortunately, I was assigned to Austin who did a fabulous job of answering my questions and being patient with my frugal old lady ways. (Thank you, Austin!) The nitty gritty: - located on the second level of the Galleria in a bright and open space that is always packed (based off my three visits) -efficient delegation of customer service (although the wait can be long) -friendly and knowledgeable employees -ask all the questions you can while you have help!

You may already know I use Android phone. But I wonder why there is no Samsung Store. As far as I know, Apple cares about their customers and the products they sell. That's why Apple Stores are everywhere. I was at Galleria briefly for a nearby meeting. I decided to swing by. But I felt so out of place and time. I observed people's expressions, everyone was happy. Either they were happy to learn or happy to teach. I became a little disconnected from these technologies. No offense but my iPhone is outdated and I called it iHumm (deactivated iPhone has no phone feature, just hums). I only use it for listening to music, taking photos or use the Yelp app in case my beta app failed. The other Apple devices I got are a 1st generation iPod and a 4th generation iPad. Good thing is all of my Apple stuff is functional. I don't ever need to come to the store for any repair work.

No organization. I had an appointment for 3:45 pm. Security guard in blue shirt took my temperature. Explained to her I have an appointment. Told make a line. Then I was told to make the other line for repair. I was the first in line but I was completely ignore an they went to the lady after me. I made an inquiry and I was told to make the initial line again. Come on. Lines were almost empty. A bunch of your personnel standing around the store. I just want to buy an Apple Watch. It's that so hard. Terrible customer experience

First of I've been here WORKING FOR POSTMATES picked up multiple orders with managers approval, today they had a rude manager who in no way tried to help, after explaining that I work in my sisters account for personal issues. And his response was rude. So I los out on money during this pandemic time. Basically just made fun of me. After explaining that other store managers had helped me out, and i have picked up deliveries from this exact location with no problem until today

Came to the store to simply look around for a possible birthday gift. Dustin came over and taught me a couple things about the IPAD I never knew about. Instead of trying to sell the product he showed me tips and tricks as well as a case that wasn't displayed on the floor. 10/10 experience. I left knowing exactly what I wanted from my fiancé for my birthday. Thank you Dustin.

My macbook started cracking at the bottom near the arm rests so I decided to schedule an appointment for them to replace it. They had one last opening at 6:45 pm and they were scheduled to close at 7 pm. I knew the chances were slim to none that they could squeeze in my repair before they closed. I went ahead and showed up at 6:30 and hoped that maybe they could squeeze me in a little bit early. They checked me in and my name was 2nd on the their screen. As soon as 6:45 hit they called me up instantly. The guy behind the counter, Andy, said he would try to do a super express check in and repair for me since I begged him to fix it tonight. Got my stuff checked into their system in less than 5 minutes then he got my stuff to the back. Less than 7 minutes later the guy from the back, Tommy, comes out with a stop watch in his hand and a laptop in the other. New record time for him, laptop in hand for me. Best part of all of this it was totally FREE!

Pro: The Galleria has a nice Apple Store. Con: The Apple Store is in the Galleria. I'm not sure if there were more Apple employees than customers shopping the day before Christmas, or if it seemed half of the Galleria's customers were pushing to get into this one store. This was THE busiest store in the mall. Usually I love crowds in Apple Stores, but this one was just a fire hazard; seriously, people were two, even three deep to try every product. It got so crowded employees were telling people not to bring in their baby strollers. I managed to get my Nano from a friendly Apple Store employee, and kudos to the nice employee who let me make an even exchange without the usual return hassle other places would make you go through. I wouldn't want to work here, but I enjoy knowing my mutual fund has Apple as part of its portfolio. Everyone buy something from Apple!

I try not to visit this store because it is the epitome of busy; however, it is a very well oiled machine. With the volume of people that this store receives, I have always felt greeted and welcomed. If you are coming here and expecting not to wait, you are at the wrong Apple Store. So bring some entertainment until you receive service. I like that the employees multitask and work with multiple customers at once. I believe this has decreased my wait time by at least an hour. My daughter loves to explore the hardware that is readily available for all customers. There is no shortage of seating; however, I have found that most people come to explore and check out what's new! The employees are very knowledgeable as I have attended several classes that are provided while my daughter has attended Apple Camp! The Staff for Apple Camp are very patient and knowledgeable. Austin and Christal hosted the Telling Stories with Clips and they were very entertaining and encouraging with all the different groups. Based on the Apple Camp alone, I plan to register my daughter for the 2019 camp season.

I feel like I am cooler simply by having written this review. There is continual turnover of workers here. I never see the same one twice. This has always been trendy hipster central - but they sell Apple stuff, so if you want to do it in person rather than ordering online you come here just because you want an excuse to go down to Dylan's and leave with a trashbag full of candy ... and something Apple-ish as well. New iPhone, maybe?

This location is an absolute mess. I came in with a Genius Bar appointment to get my iPhone battery replaced (due to the 6S battery recall). Unlike the Highland Village location, this location had no associates free at all. Upon walking in, there isn't a single person to help you out. (At other locations, there are usually greeters open to welcome you and direct you to someone who can more directly help with your problem) I tried looking for the Genius Bar check-in person, but I couldn't find anyone clearly marked or acting like a check-in person. It took me several minutes to track down one associate who was free in order to ask where to check-in. When I asked him, he merely pointed in a general direction and said "talk to that person" - which isn't helpful at all when there are at least 5 green-shirted people in any direction. After finally figuring out where to check-in, the rest of my appointment went fairly normal and I dropped off my phone for the service. After I picked up my phone, however, I noticed a new scratch on the back of my phone. I went back to speak with the check-in person again, but they just happened to switch shifts, so I couldn't find the same man. The new check-in person was not clearly marked either and it took me several minutes to again identify her. (Seriously, this would all be much easier if the check-in person wore a different colored shirt or used a colorful iPad case or something - really, just any sort of identification so customers aren't wandering around being shuttled from associate to associate.) The new check-in person told me to sit down at a table, and then began an hour of confusion and being ignored. My family and I waited for over an hour and during that entire time, nobody told us what was happening, or if anything was happening at all. Several associates flitted by and stopped to look at my phone before leaving without speaking a single word to me. We had to ask associates several times what was happening with our complaint before someone explained that they were "preparing the paperwork." If four different people look at my phone, I would like at least one of them to reassure me that someone is working towards a solution - instead of waiting for me to ask repeatedly for help. In the end, they finally came out with a new phone to replace my old one. The associate giving me the new phone showed me some paperwork, but only said it meant that the store was not liable for any data loss. He did not explain whether I was entitled to the new iPhone because of my AppleCare coverage, or because the store messed up the repair. I'm assuming the latter but I would think that explaining the work authorization/proposed service/repair should be a basic step in the process. Overall, this experience was awful. My family and I were forced to wait over an hour without any explanation. The entire time, we were left wondering whether we would be helped at all. It would've helped a lot if someone had at least told us whether or not we could expect a repair. And, on top of all this, I didn't receive a single apology during this entire experience. I chose this location because I thought it would be convenient since I could shop while I waited for my phone to be repaired. That hour long wait in genius bar purgatory, however, was the exact opposite of convenient. After this experience, I doubt I'll return to this location.

Due to my busy schedule, I literally walked in at 9. Politely asked if it was too late to buy something. I knew exactly what I wanted. I was about to spend $130 Immediately. It would of taken her 3 mins to do my transaction. I wish I would of gotten her name. But I will never forget her face. This is always the Apple location I visit, now I will be going out of my way to visit another from now on.

Manager didn't want to do her job Beth. Paid 1200 for a new XS max phone the power button stop working after a update. They refuse to replace it even though the phone is covered under warranty for another 7 months. Wouldn't recommend coming here. Waited 3 long hours to be seen just for them to tell me that they couldn't help me or tried charging me 600$. Very unprofessional.

We just had a really bad experience at the Houston Galleria Apple Store. We went in because the screen protector we bought 2 days ago was already coming up on the edges and had a crack. We were talking to the manager who said that we needed to contact the manufacturer, file a warranty claim, receive a new one, and bring it back In to the store for them to install. I questioned whether it could be the installation since in happen so quickly. The manager said he couldn't tell and that he couldn't do anything. I told him we were disappointed and that I was going to leave a bad review. He said he didn't care and to have a nice holiday in a really condescending tone. He then proceeded to herd us out of the store like he was kicking us out. We were emabarrased Apple. Please don't sell substandard products or train your employees to install correctly. Also, please teach you managers customer service.

My phone battery was pretty awful, so I made a genius bar appointment to tell them I wanted a new battery. They told me that they could not do same day battery replacement (even though the process only takes one hour) and that I must come back the following day. Annoying, I thought, but okay... fine... I can return again. He tells me to come during lunch and I was like "no, I will come in the evening because I have a job and I can't get from Downtown to the Galleria to give my phone over for an hour and return to downtown." It was a ridiculous proposition, but I'm sure he had decent intentions. I return the next day and hand my phone over and begin shopping around the mall for the hour. When I return, they say my phone will be with you momentarily. So I wait... and wait... and wait... Finally, after nearly two hours, someone says that my phone will actually be ready momentarily. What happened? "We did not notice that your home screen button was not working when you came into the store so we have to replace your phone screen, but you won't have to pay for it because we didn't notice." READ: We broke your home screen but won't even say "sorry" that we broke your home screen. Because when I got in, they had me use my thumb print to open the phone, and to show location services were turned off... point is: my home button was working when they took it back for repair. At this point, I'm just very annoyed. So when they give my phone back, I leave very quickly. I don't realize that despite coming in with a screen protector, my phone was leaving without a screen protector. So I had this phone for a few weeks and I drop it, and the screen shatters. And I blame this store. They should have replaced my screen protector because they stole it from me from their incompetence and now I have to spend another $70 getting a new screen. Do not trust this store, they all suck.

Interesting fact about Apple that I learned. They won't allow the resellers (cell phone companies) to exchange faulty devices until a year later. Meaning if you have an issue you have to go to Apple where they will not replace your device if your having issues if they cannot replicate the problem. So basically even when your phone is not working properly they will not replace it and your cell phone company can't do anything to help until a year later even if you have there Apple care warranty. I took my phone in and they did their diagnostics and updated my firmware and messed with my setting only to tell me nothing is wrong with my phone but it keeps having the same issue and what's worse now the internet goes out whether I am connected to wifi or cellular data. So I have to power down my phone just to restore it. Keep using Apple if you like but they do not care about customer service or quality or workmanship and are just out for money. I will be going back to Samsung, even the tech supervisor at my cell phone company said she would not go back to Apple due to their shady business practices of not replacing defective devices and saying it's not hardware but software and they can't replicate the same problems...

We are an Apple household in the process of moving cell service back to AT&T from Sprint. (In my experience that "less than 1%" Sprint likes to talk about is noticeable; but that's a different review). I spent some time here yesterday purchasing iPhones for me, my wife and my son. As usual, the team was friendly and knowledgeable. They set me up on AT&T and a few transactions later I was headed home with my bounty. Apple stores are always busy; at times they appear chaotic. Check in with an employee as you enter the store. They'll ask what you're shopping for and have an expert meet you and get you what you need. If you just want to browse, that's fine. In other words, what may appear to be busy and chaotic is actually very well managed and executed. I've found this to be quite consistent, having visited many locations. I'm a fan of their products and their shopping experience.

Worlds worse Apple store! I have literally been here over 100 times over the past years and the climate and negative energy have exceeded on the regular. But on this day a customer representative decided to tell me that they don't have a restrooms! Instead of simply saying maybe that they restroom policy might have changed, he decided to just lie like I have never used the restroom here waiting on an appointment. It's just a slap in the face! Than once being called out about having restrooms in the back he told me that they don't have public restrooms. When I stated that the if the procedure has changed than simply inform the customer and not simply lie to their face! And he was dumb found. Apple we give you guys way too much money to be lied to just keep it honest. Thanks!

I just want to say how thankful I am for Reynaldo, Noe and their manager Shawn. I went in a little over a month ago because I was in need for an upgrade. Reynaldo greeted us and sent us to Noe to help us choose the best phone for me. Noe took his time and explained the newest phones out and what he suggested what would work best for me. He definitely nailed it because I love my new iPhone. My old iPhone did not let me open apps because I had no memory available. Their manager Shawn came to greet us and make sure our experience was up to par with his expectations (which it definitely was). Shawn hung around with us and Noe until we were finished up. They took their time and made sure to transfer what I wanted to my new iPhone like my notes. I mentioned I was planning my wedding and trying to hold off but I couldn't any longer. Shawn was so sweet and threw in a little something for us as a congratulations on our engagement. Definitely brought me to tears because they truly care about the experience you have. They even stayed a few minutes after closing to put a screen protector on my phone that I decided I wanted last minute. We have an apple store down the street from us but we will definitely return to the galleria for all our apple needs. We appreciate you Shawn, Noe and Reynaldo! Please know how special you are and the difference you make by being you!

This location is so busy and yet they managed to take me in today without an appointment and swapped my phone that was having issues after the update. What awesome people that work for Apple. I am an Apple fan 100% from laptops to iPhones because of their continued excellent customer service

I think Tim Cook needs to visit this store. The people are rude. My cellphone died without reason, so I made appointment to come in to get it checked. When I get there, they asked me to wait for 30 minutes. So, it defeats the purpose of making an appointment. And then, after 30 minutes, they asked me to sit on a table where the other claimants were. Another waste of time. And all this time, not even a smile, not one smile from the employees. When someone came out to help, this guy thinks he is a doctor or so. Spoke like we owed him the world. Forced me to change my password. Deleted an old device on my list. Very rookie. Very rude. My experience for iPhone warranty was bad. I would not want to come in to experience the customer service again.

I come here for the Genius Bar and prefer to shop online (mostly because of bad experiences in store as outlined by Geoffrey A.). But the Genius Bar is located conveniently at the back of the store. The arrangement of the store has long horizontal tables. So essentially, there is a runway all the way to the Genius Bar. At first I would feel awkward, then rather badass, and diva my way down (and upon noticing some weird looks, the awkwardness would return). But seriously, is it that hard to have a horizontal table interspersed? Perhaps smaller tables? It's either a runway or it's cramped as hell. Pro Tip: Go down the runway and find the guy with the green iPad case. This is your Genius Bar check-in person. The first time I came here. I fumbled around a while before I realized that Mr. or Ms. Green iPad was my target. You have to make an appointment before you arrive. They take no walk-ins most of the time, since it's booked solid. Always make an appointment the day before (or there are no slots left). It's a busy, busy location. I've come on like Monday mornings and it's still swamped with people. The wait is also pretty bad. Probably around 10-20 minutes of waiting before they get to you. As for the service, the usual, fantastic Apple services at this place. Even when they fumble, they refer you to AppleCare and AppleCare manages to make it all right again. (Though the rep did guarantee me a new hard drive, and I got jipped of it thanks to this location... Still bitter about it, but you win some and you lose some.) It's not pretty enough to warrant my approval. It's always busy. The set up is awkward. And the customer service is just average (look above to busy). My experience rating is meh.

When the new Apple Watch launched, this was the only store that had the model I wanted in stock. The issue was, when you got past 7-8pm it would show "unavailable for pickup" for all new Watches and phones and seeing as we were going to be commuting specifically from San Antonio for this particular item, I called before the store closed to ensure they had it and I swear the exchange that followed was like a scene out of Shrek between Pinocchio and Prince Charming: Me: It showed online earlier that you had XYZ Apple Watch Series 4 that I was looking at but now it's showing as unavailable for store pickup. Can you check to see if you have it in-store? Employee: Uh. Hmm, well, uh, I don't know where it's not Me: You're telling me you don't know if you have it in-stock, yet you're there in the store? Employee: It wouldn't be inaccurate to assume that I couldn't exactly not say that it is or isn't almost partially incorrect. Me: So can you confirm that you have it? I mean we're driving all the way from San Antonio! Employee: On the contrary. I'm possibly more or less not definitely rejecting the idea that in no way with any amount of uncertainty that I undeniably Me: Stop it! Employee: ...do or do not know where it shouldn't probably be, if that indeed wasn't where it isn't. Even if it wasn't at where I knew it was. That'd mean I'd really have to know where it wasn't. That was about the gist of the conversation - basically the employee was there in the store and refused to go look in the stock room to see if the item was in stock giving us the run around - well maybe we have it maybe we don't. I guess you'll have to come in the morning to find out. So after waking up super early to get there at opening time they didn't have it. Not wanting the trip to be a total bust and wanting to return to San Antonio with something more than hurt pride and a bruised ego, I upgraded my phone which took (no joke) almost 3 hours. Part of that is when they opened there was a sea of customers and the employee to customer ratio was balanced but you had more than half the employees just standing around chatting while a third were with customer and a third were explaining that it's not their job to do sales/assist with selling. It just screamed inefficiency and that early in the morning tempers run high and fuses are short.

My computer screen died and I went to the Galleria Apple Store's Genius. I received excellent (5-star) service. The computer needed to be sent to Apple Repair. I received a link that I could use to check on the repair progress. Soon after it arrived at Repair, the work was put on hold "waiting additional information". After two days of no contact seeking additional information from me, I called the support line. Apple online support was exceptional and they went to great trouble to figure out why it was on hold. It turns out that Repair contacted the Galleria store informing it that there was another concern and asking the store to contact me to see if I wanted to authorize that repair. The store do not contact me, which the online support was quite surprised about. Online support arranged for me to talk to the Galleria Genius Bar. I was asked about authorization, gave my answer and issue resolved (I hope). Being without one's computer is hard enough without the Galleria store delaying its repair and return because it did not contact me to ask a simple question. Three stars for the initial visit. Zero stars for the follow-up.

Clean store, awesome people! One of my favorite locations !!!!! Philip is AMAZING !!!!!!! I walk by and if I see him I know I am going to be taken care of ! This is why I come to you guys ! Because of people like him !

Today Terry at the Galleria APPLE STORE REDEEM APPLE. Excellent service even with all the pressure of the Highland Village shutdown. 10,000% better service than the Apple First Colony store. They should shutdown the First Colony store or retrain the staff ASAP. Battery issue was resolved with Ten Xs Max replacement phone.