Had to get an upgraded phone since the current phone was so old. Had an appointment on a Saturday and the store was very busy. Alex took us right on time. He and Crystal transferred photos and contacts with out a problem. There was an issue connecting the phone to the carrier so they called the carrier and took care of it. They were wonderful. We are older and not up on all the new technology but they were very patient with us and got us through it. The Apple store is lucky to have such great employees as Alex and Crystal.

Went for the 13 pick up. Line was fast: they had the In and Out Burger check in down and people moved fast through. Went back to get my phone on Verizon and took like 5 minutes with a Genius. Cool dude. Really helpful folks and awesome experience. Love the 13 Pro reminds me of the durability of the 7. Glad they went back to that.

Drove twenty minutes and stood in line for 10-15 minutes, only to be told that I needed to schedule an appointment for my computer repair, the next appointment was three hours later, and I couldnt leave my computer with them; I would have to come back and drop it off at the appointment time. No, thanks. Ill find someone else who understands customer service.

The service at this store was commendable. I was the victim of a gift card scam and the staff was incredibly kind and understanding. The manager did everything he could, and I ended up getting my money back. They made me feel like a priority and I will go to this location the next time I make an apple purchase.

Mr Linc the manager was very quick to offer a resolution to an appointment issue. He was very courteous and willing to help. He turned a problem around and I’m grateful for his service and professionalism.

Very busy store. Nice customer reps. Knowledgeable folks

Zack K (the manager at the store) should be fired. He has severely deficient soft skills and poor technical knowledge on their products. They broke my display and replaced it with a faulty one, but refused to admit their mistake. Olivia F was also rude and unpleasantly unprofessional. Zack K, you just cost Apple a customer.

I checked my laptop in for repair and they emailed me a few days later asking me to contact them by phone. I called at least a dozen times over the next week and no one ever answered the phone. I called global Apple Support and they couldn’t even get in touch with them. You would think that a leading technology company like Apple would allow you to communicate with the store via chat, email or an online ticketing system.

Worst service center. Showing them the actual proof with the device having issue they still wont do anything about it. Worst ever customer service dept and manager this afternoon. If you dont want to troubleshoot why do you call urself a service depatlrtment?

Terrible service. Initially told me a couple days for repair. They never answer the phones, called 10 times over a week, even Apple support was unable to get in contact with them twice. Went in a week later and was told it would be ready in 2 days, 3 days later told it would be ready in a couple hours, the next day told it would be 2 weeks. Spoke to a manager who said he would fix it in the hour.When I asked why it was taking so long and no one could answer the phone I was told they were understaffed, counted 16 employees with almost half just standing around.But, the first guy who ran diagnostics told me my laptop was fine, no water damage, just an issue with the charging port. The manager 11 days later says theres lots of water damage. Getting very inconsistent reports, telling me nothings changed since I dropped it off and also saying the damage is spreading since I dropped it off. They told me my laptop wouldnt turn on at all but was able to turn it on once home.I never leave reviews, but never going to this location again.

We go in and have to wear a mask, I kind of understand but we are fully vaccinated. We spend quite a bit and the only thing they can offer is a tape on handle to carry it. No big bags. I felt very uncomfortable carrying our purchase through the mall.

THE CUSTOMER SERVICE WAS GOOD. DARYL AND LINCOLN WAS FRIENDLY AND KNOWLEDGEABLE. THEY BOTH DESERVE PROMOTIONS

Dealt with Matt at the front door. He legitimately thought he was the ceo of Apple. Telling me that the tests run by Best Buy (who he previously said were Apple certified technicians) were not legitimate because they were not run but Apple employees. What a joke. He requested a manager to assist him with our issue, but I guess no one takes him seriously because no manager ever answered him. I would rather eat glass than go here again.

Dropped off my computer for repair and found out I would be better off replacing it(The store was great on the phone and the Genius Bar tech was good to work with). When I came in to purchase a new computer there were more employees present then customers but I got zero help in store. Better off going someplace else.

Good plan. Put your rudest staff on the front door to insult your customers, scold your customers for speaking, tell your customers not to be rude to them and belittle the customer for asking a question (after the staff was just rude several times). If this is the best the manager of this location can do, then the manager is incompetent.

Pretty nice store I just dont like apple.

They remove your screen protector for repairs and don’t replace it… so now I have to buy another one. Other than that, they fixed my phone. But all the money they make … if they remove a screen protector they should replace it. Because now I have to spend more money for something that APPLE removed.

I am not a member of the Apple ethos but I appreciate there products and customer service. The salesman went through every option gor my wife until she had what she needed. He knew the product well and was very patient until the fit was perfect. Well done Team Apple Columbia!!! 👏🏾👏🏾👏🏾

They have great customer service, support that help them with their needs

Went here to resolve a computer issue, told my hard drive was bad…gave it to a friend and they resolved it in 5 mins. Hard drive wasn’t even bad.

Very slow service. Ive noticed that appointments are not necessarily honored as I witnessed many others walk in, get the attention of the associates and get waited on while others waited to be seen. Thank God I have an Android phone 📱...

Great service from all the staff. Assisted with the phone in a timely manner.Lots of people in the store some masked and many without a mask!

What is the point of making an appointment if nobody acknowledges that you’re at their store. Arrived a 5:45 for 6:15 appointment to get a phone repaired. Waited in line outside the store for 30 mins. When I tried to walk in the store to identify I’ve arrived - nobody had the time to check me in. I asked an employee what to do and she said “I don’t have time to help you” I get it - COVID is to blame but nobody is in charge, nobody checks you in, everyone is busy and nobody cares.

Jarell and Zach helped me out every step of the way. After everything they made it easy especially Jarell he came through and finished up my process and made sure I got the best deals. The lady at the front for check in was awesome too she was patient and didnt get mad each time it was a delay .

Long wait time even though I booked an appointment days in advance. What’s the point in booking an appt? When I complained that I wanted to see a manager, I was just ignored. Very pompous staff, and the manager was so stuck on mask enforcement, instead of ensuring the customers get tended to as fast as possible. To top it off, I left with the same issue I came in with because the tech was too impatient to fully diagnose my iPad that is only a week old. I may just return this product all together. I hope Corporate sees this. Terrible customer experience!

Wont replace a lightning port in an iPhone. Very wasteful to try to make people buy a new phone when the port can be replaced. So much for apple claiming to try to be more ecologically conscious. Will find a third party repair instead.

I’ve never had a bad experience with an apple store. Always helpful, can self checkout, fast easy and clean per usual

Excellent customer service alwaysI like this place

All the phones you are looking for they dont have it. The company is doing a false advertising on their phones

Dan Harris at the Apple Store in The Mall in Columbia is an exceptional sales specialist. He patiently assisted me in the purchase of an iPhone 12 mini. He also helped me to transfer the data from my old phone. I am pleased with his superior service!

LIARS AND THIEVES!I sent my macbook in for repairs and they told me I would be given the option to pay for the damaged screen, and that the other repairs would be covered under warranty.They then proceeded to hold my laptop hostage until I paid the $299 for water damage, and told me they would not fix ANY of the other problems even though that had nothing to do with the water damage and had been an issue for over a year (they have the records to show for it, as I took it in last year but the repair center was closed due to Covid). UNBELIEVABLE! These people are thieves and liars!

I did not go in, but I finally found the apple store.i have asked so many ppl where the nearest apple store is to me. I live in glen burnie, everyone says columbia. But no one says where in Columbia, even the verizon and at&t dealers 1/4 mile from my house. They say oh theres one in Columbia, but they never say where in Columbia. I will b back I ran outta time yesterday but in the next few weeks Ill go back and ask a few questions and hopefully get a bigger screen iphone than what I have. I have the iphone 4 and it still works great, but I think its time for a larger screen

Horrible serviceAppointment was at 2:45 it has been nearly 45mins and I have still not been helped. I am being told they are going “in order of the cue” however there have been 8-9 people who have come and left since I have been waiting. Once an employee realized how long I have been waiting they informed me that they would take me next and of course they did not. This is ridiculous.

Packed we drove over an hour to this store made it by 11 only 1 hour after they opened. There was a 2 hour wait time. I had to be at work so I could wait more than an hour and a half. So it was a waste of time, and gas. Either need to hire more people or find a way to expedite this process because this is not giving. It was for my daughters phone. Because Im Samsung gang til I die. And we dont have these problems. Our phones actually work. 😒

I ordered my phone the night before and picked it up in store! The service was quick and friendly. Super impressed with all of the helpful staff!

My order was canceled without my knowledge. When I got to the store to pick up my computer that I had been charged for, I found out at that time that it had been canceled. I was given little to no customer service or even an answer for why the order had been canceled, either at the store or when I call the Apple customer service line. I had to wait for the store to issue me a refund before I could reorder my product. I was very disappointed at the lack of customer service at the store level to try to address my problem.

Horrible customer service. Not helpful at all for a simple iPad mini reset. For a steadfast Apple guy I am highly disappointed. My days buying Apple products have come to an end. Traveling and stranded at a hotel and need to get iPad mini unlocked. Spent $40 on an Uber to get there for them to say sorry we can’t help you unless you are willing to wait 6 hours for a technician. Just give me access to iTunes and I’ll do it myself.

Lesson Learned: So I learned today that you cannot simply walk into an Apple store and shop, at least not the one in Columbia. It was a frustrating saga.No problem being told to wear a mask, I’m a pro mask person.After walking around for 10 minutes or so and nobody came up to ask if I needed help, I went to the “pick up” table. There I told somebody I am looking for a new iPad and he told me I needed tech-support, which sounded dubious, but I obediently sat on the designated wooden cube and wasn’t sure what would happen next.So I sat and sat and sat…you get the idea. Periodically I would make eye contact with the guy who had told me to sit, but he would quickly look away again.After 30 minutes I snagged a young guy walking around and asked how people get help because I had been waiting for a while. He asked if anybody had been around to help me and I said other than telling me just sit down, nobody had talked to me.He then tells me I need an appointment to shop in the store (a shopping appointment). I told him all I wanted to do was buy a new IPad, but he said I needed to make an appointment.So 45 minutes later I left the store with no IPad, but a valuable lesson learned. Apple stores do not operate like the retail stores we are used to..

Great store as expected. Purchased a IPad Pro. A little overwhelmed by the steps taken to get in the store Appointment helped.

Very orderly. I made a sales reservation and handled my transaction quickly. This was my first time in an apple store and it was pretty cool. I am still team Android but my daughter needed an accessory for her new ipad. Very impressed by the service and the store.

Called the provided number on 6/13 to get more information regarding store operation. It was answered by a computer which is set up extremely bad! That is the worst part about it. It keeps on speaking and does not stop until it is done. There was no human there to speak with. After telling the computer voice what I had wanted help on (which takes time), it simply told me to call back during regular hours, which it could have told me from the beginning.

Getting worse and worse... now I have been waiting for an hour from my appt time(what is the point making appt?!). Still not being served yet. Last time, I came here for a laptop damaged by water, wont successfully boot, but can boot half way, and the tech said there r no way to recover data,hv to replace logic board. So I went home, booted into target disk mode, backed up everything... They didnt know that?!!

I went with my spouse and kids to buy an iPad while we were at the mall. One of the store bouncers had us stand in line to wait to get into the store. We waited and then decided we would just get one at Costco. We left without going in the store. Very poor service. Avoid this location.

Went in for a 11:25 appointment. Wasn’t assisted until 11:55. Went in for an issue with my air pods. Told they needed to do a diagnostic test that takes FOURTY FIVE mins and to come back at 12:45. Came back at 12:40 and checked in early. Greeter never actually checked me in. Waited until 1:15, approached a worker who verified my order had been ready. They asked me to then wait in another line. Waited for 10 mins until I made eye contact with the greeter who forgot to check me in. She apologized. I said it’s okay and begged if she could do anything to expedite the situation. She mistook my plead as a complaint and returned with a defensive ton. Finally was able to move me to ANOTHER line. Didn’t leave until 1:30. Called the store to complain to their manager. Called three times and no one ever answered. In fact, I wrote this review while trying. To say that I’m VERY disappointed is an understatement. They showed ZERO respect for my time. Zero.

Limited tech support capacity- unable to resolve non-functioning product.

The greeter was very nice. The salesperson was not. Not helpful. Frustrating experience, left without what I came in to buy. Will buy online.

Staff is rude. I was turned away at 2:30 pm with employee stating they were no longer accepting walk in customers. I was confused because the store closes at 6pm.Unacceptable!!!!!

Horrible store and absolutely THE WORST customer service. Let me explain, today (Father’s day) i contact the store at 3:12pm to see if i have to make an appointment in order to come and buy a phone for my father as a gift. Kevin stated “yes, we are taking walk ins”. I asked how long are you open, answer was “8pm”, to which i said, thats late on a sunday. Great! an hour later i arrive at the store and was told i should have made an appointment and there is nothing that can be done. I contact apple customer care, i was told “store manager can’t do anything for you”. I will be moving over to Samsung tomorrow 😬. I will absolutely try my BEST to bring as many people i know to Samsung and other non-iphone products as possible. Got 7 iphones in the family and i have already convinced a couple. I know this doesn’t do anything for apple or this store BUT i feel better and cannot/will not do business with a company/store that can’t fix their mistakes. Thank you!

I got what I came for and the service was fast. A little akward but it does not make it a bad experience.

Always a good experience at Apple store!

Each time I have purchased a product, (1 each laptop, IPad, phone,) the service has been very good. The staff were very knowledgeable about the products and services. They were extremely patient, kind and helpful with me, the older non-techy individual. I have always felt well taken care of and plan to return to update my IPad.

Worst apple store experience ... apple should shut this store to make their customer satisfaction better. Even after appointment and standing for 20 minutes in line the apple representative came and said that we can’t accommodate today as our technical team has made some big delays. Ultimately i had to leave and asked us to cancel the appointment. Apple is making their services going worst and disappointing their customers. They should not make fool of their loyal customers if they are trapped in their apple ecosystem.

The customer service representative was not helpful at all. Very unprofessional, making snide comments. Very bad experience. Will not be going back there again.

What a rollercoaster of customer service! Truly some of the best and worse service all for one laptop repair.The gist is the Apple service employees( techs?) were both very kind and helpful. The security guards were all kind and friendly. The customer service agents via chat and on the phone all did their best to solve the issue. The store manager... needs some work. Hopefully the experience with me will remind him to keep up on his customer service skills.Side note.. when making an appointment here know it isn’t treated as an actual Appointment time as you expect. It is an appointment to stand in line. I was told it is like a doctors appointment when you have an appointment but wait until they are ready. No joke, I was actually told that. Never had that at an Apple store before. I would suggest they add that to the appointment system notices.After receiving an email my repair had been evaluated and I needed to call and discuss I spent 7 days calling the store with never an answer! I called approximately 50 times, over 20 in just one day from opening to closing. I spoke with customer service 3 times on the phone and once via chat. They were at a loss and did all they could to reach the store but no one would answer the phones. They went as far as calling the closest other store to see if they had the managers cell number! Why Apple doesn’t have a messaging system is beyond me. With 4 kids at home running up to the mall just to find out what needed to be repaired and answer if I wanted to have it done was unreasonable to me. There was no other way available to find out what needed repair except from the store.On the 8th day I gave in, got a babysitter and went to the store. Ironically I called on the way there and they actually ANSWERED! Of course they said the manager was not available though so... I arrived and had a “chat” With Chip the store manager. I will say this, he started off completely wrong but did try to turn it around. His demeanor, words, approach was opposite of every customer service protocols I’ve ever known. He was combative and rude. He initially made no attempt to remedy the situation or address my concerns. He was defensive and treated me as if I was the problem not their lack of answering the phone. You would think he was a new employee, a teen,with no experience. He did however redeem himself as best as he could after I called him out on it and he took a “break” to go check costs. By the end, while he couldn’t make up for the service failures, even his own, he did make amends the best he could. He took ownership of the service failures, offered acceptable compensation and followed through on next steps as he had said he would. I hope future customers are treated with the respect they deserve. Time is our most valuable resource.

Terrible customer service the boy at the front door was rude and disrespectful and then the next person I dealt with was rude as well I ended up going to the apple store in Towson and was impressed with how they ran things

Poor organized staff...

They let too many people in the store at once so it was impossible to social distance

It would be helpful to have associates come outside the store to answer questions instead of having to wait an hour outside the store. This we have the right to waste your time is why Im scared to buy Apple products

All downhill since Steve Jobs passed. Why do we pay extra for Apple when they dont fix their issues? My iphone 11 pro is less than 2 years old and Im probably going to need a new phone.

Horrible customer service & did NOT help with my issue resulting in me to go to a third party store to get my phone fixed. Went in for broken glass on my rear iphone camera (camera works fine but glass is just shattered) and was informed I would need to get a whole new phone for $400.... Person helping me was very rude and didn’t seem to care about my very easy fix, he also stated I should have backed up my phone... even though it was a physical issue and not an actual inner computer issue. He made zero sense the whole time he “assisted” me. Wouldnt be surprised if they shut down soon because of horrible customer service. DO NOT GO HERE.

Its an Apple store. Their associates seem indifferent more often than not, Towson is much better.

They sure know how to make you feel alienated.. I would never choose to go to this apple again

Really pathetic service. For my WiFi issue, I was informed by the contact center that the device will be replaced but when I came to the store they said your hardware looks fine in test so it could be my “data” that could be corrupting the WiFi. Can you believe it? Had a trust in Apple devices until today. But your service has proved that the hardware, software or the service is not in par.

Pls dont come on loc very bad service. We came yesterday n they were close by 3 pm .some people were there with appointments n they were held standing. Today we called n checked n they said they were open until 7 n when we came here they said they decided to close at 3 outta nowhere and wont take any more customers

Apple customer service is literally the worse. Ive called in about 10 times and no one is helpful. I had to jump through hoops over the phone just to get to an actual human customer rep.worst phone experience ever. There AI voice sucks and you literally have to go through every option to talk to a real human. apple support is literal trash

Im going give them 4 stars but the woman who waited on.me was a witch! How she got that job, I.just dont know.

The most beautiful mall in Maryland, its big and has so may great stores inside. Definitely coming back soon.

EmGenius Bar technician assigned to has given good info but whoever the leader or check-in person is, they were arrogant, shouting on responses.

It was crowded and the sea of Corona masks appeared eerie as we trampled to our respective destinations seeking enjoyment and purpose. Corona has taken a toll on America and America is beaten. Patrons appeared like zombies keeping the 6ft distance to enjoy the shopping experience. Stores closing & Norstrom is only the best establishment left. Columbia is doomed!

WORSE apple store I visited ever. They make me Wait almost 2 hours. Very rude manager name chip he didn’t care about costumer service & he send another associate the assist me. Won’t go to that’s apple a store anymore.

Went to pick up an item! I love how they are maintaining Safety for covid.

Only for pick up

Always crowded long que

The employee I had he was so rude speaks to you like your dumb made us go through so much process when there was a faster way to do it

We did not buy anything there. It is always crowded.

I was going to purchase an Apple Phone (iPhone) but at the same time a friend called me a bizarre, weird and strange person. It gave such a Complex that I started to wait for the Google Pixel 6 instead.

I was able to get my computer assessed. Unfortunately, there was an issue with appointment nevertheless I was able to be served. I was satisfied.

Wrost ExperienceThe employees was disrespectful!! Never ever go there again

I get COVID procedures but they way they have things set up now is below par to facilitate customers. They can do better than this. Its not like they dont have the money 😒.

Honestly... this is an embarrassment of an apple store. The experience was beyond negative. I had an appointment time of 2:00PM to pick up an iPhone... it is 4:30PM at the time of writing and I am still waiting. Customer service was so rude, at one point I thought the representative was playing around, but no! I really hope management or any customer reading this review will know how bad of an experience this was. Do BETTER!!

Excellent staff, very helpful and knowledgeable about the product. Be ready for long lines even if you have an appointment

Very clean the employees were great n friendly just a good time overall

I love Android!

Very rude person was working in order section

Quality product, and excellent service.

Great service ozzy was a big help and fix the issue

Do they accept cash payment?

Only Apple Store where Ive found the staff entirely dismissive and unhelpful. Two experiences here and both have been negative. Ill stick to the Carnegie Library DC, Pentagon City, and Clarendon stores - those locations offer customer service.

Worst management ! Just bought iphone 12 256 GB from here and added my husband’s name to pick it up later. He went there with ID, credit card and confirmation email from apple, but they refused to give him his phone ! He asked for manager and the manager asked him to leave !!! Bunch of stupid people working in there !!

Apple Columbia in Maryland, I am beyond upset at the treatment I received today at the Apple store. They have officers guards, and said I need an appointment, I told them I just had an appointment and drove an hour out of my way to Reston VA Market street store because I had a scratch on my new IPhone 12. I was beyond upset after spending $800 dollars, so they said they would give me a new phone for $ 29.99 cost. I accepted but it was not a new phone. I got in the car and then phone was not working correctly so on my way home I stopped at the Columbia Maryland Location and that is when I experienced such poor service. The officers and the manager did not even help de-escalate the situation. What I got from the officer was “Okay Ma’am, good night and go home and call Apple. There is nothing we can do here for you. Bye” I wanted to talk to a manager, I spoke louder to ask for a manager but they wanted to call Mall Security which I do not understand why. If the apple employees actually just listened or tried to de-escalate the situation; we would not have gotten so frustrated with the situation.

I made an appointment online but when I arrived they cancelled my appointment and had me stand in line where even several people behind me were called in to the store before I was. I asked the security guy what the purpose was of making an appointment if I’m just gonna have to wait and stand in line. He said the person that checked me in cancelled my appointment which in turn had me wait. Even after this was settled, nothing was done to ensure I’d be the next customer in. I ended up waiting longer than people who came after me. I understand mistakes can happen we’re all human but there is no reason my appointment was at 4:50 to finally get called in at 5:25

Terrible customer service, I was told to wait since I don’t have an appointment and the person with thermometer was talking to me like she is my boss (the store was almost empty with few buyers in and a ton of free customer support) so I was waiting patiently for more than 5 minutes with consultants just hanging around with zero attention. It just ruined my day. Awful.

While I was in line waiting the security decided to try to fight a customer... the customer didn’t provoke it he just asked if he was going to be able to buy a phone that day. The security kept trying to start something. I felt very unsafe and the actual employee who helped me (Adori) I think was her name was very unprofessional. She kept flirting with another staff member and giggling and overall unhelpful. When we first got to the appointment she told us she couldn’t help us because we didn’t have papers... then another staff member said that we didn’t need what she was asking for... she ended up having to help but she was more interested in flirting with one of her coworkers instead. Overall I don’t recommend coming to this location.

Columbia mall is the best and so is apple store inside in the dmv area

I was in line waiting for customer service. I asked the first one questions and he was very rude and unhelpful. I asked the second one for help and they refused rudely. Only the third one was helpful. I will not be coming back.

Covid Protocol was inforced. The wait was minimal. Fix the problem in less then 10 minutes.

Great social distancing & their security is BOMB

Haha, I came here to ask for technical support for my cellphone. And the technician couldnt fix the issue and asked me to leave the store. You can feel how bad of their attitude are. 😔

I’ve been waiting for 3.5 hours to get iPhone 11 repaired or replaced with a new one. I am still waiting while I saw people behind me got served.

Not happy because they couldnt help was told had to make an appointment to be seen despite the reps didnt have customers 🙄 by the windows. Just wanted to unlock my sons password lock. Had to travel back home disappointed