Apple Store

I went to this Apple Store to get my MacBook Air fixed because the headphone jack wasn’t working properly. It’s true that I didn’t have an appointment, but the employee quoted about 1 hour wait. I received my text 2 hours later, and when I actually came for my appointment, which apparently was supposed to be for 5:40 pm, they said a Genius would be with me in 5 – 10 minutes. It ended up taking 30 – 40 minutes.
Everything was fine once he looked at my computer — after another 40 minute wait, that is.
I won’t complain about the service, as my computer was quoted to be fixed in 3 – 5 days but only took 2 days. However, the wait is seriously crazy in this store, despite the large number of employees.

So disappointing to have to wait 3 hours for this uncrowded, employee-​laden store simply to change the glass in my iPhone. First I had to get into an electronic queue to even turn my broken iPhone in! That took almost an hour! Then I was told to come back in an hour and they’d have it ready. That was not true. Over 2 hours later the phone finally came out, after numerous inquiries on my part and just as many re-​assurances on theirs. Why can’t the service side of Apple be as elegant and sleek as its products? This gold mine of a location deserves and should have a total and complete make-​over of its management. Inexcusable. There should be an express lane for certain easy to fix items like a cracked iPhone glass.

We rushed to Towson for a 6:15 appt with the Genius bar to fix my son’s phone. Of course, being a teenager, he swore up and down it was at Towson, only to actually be scheduled at Columbia. The guy who was initially helping us (which I feel so bad for not getting your name, we tried to find you so we can give you your proper kudos!) laughed and kindly found us a Genius appt anyway. He was super helpful and friendly and he def saved the day!
Emily helped us further with the phone and quickly diagnosed the problem we had, and found the solution was to replace the phone. She was wonderfully kind and efficient, regardless of the fact that the store is always a zoo. I always dread going to the Apple store, but these employees made sure we were taken care of in the best way possible.

Took my mother in on Mother’s Day to get her a new phone. When we first arrived, it was just minutes after they opened. There were plenty of people in the store, but plenty of people to assist us. Kyra (sp?) was the one to assist us. She was great, especially with my less-​technical mother who had zillions of questions. Kyra was very patient, and showed us all of the options and helped us to make the choice. She ended up getting a Rose Gold iPhone 6s Plus, AppleCare +, a rubberized case and a glass tempered screen protector. Set her up well with a great phone and package.
Then…we were handed off to Chris to assist with the phone setup, making sure everything transferred in from my computer to her phone from iTunes. Chris was not patient at all, trying to get my mother to sign up for Apple Pay when all she wanted to do was learn the basics to use the phone, text, email and web. Those are the main things she does. Chris took offense and flustered my mother, and she doesn’t handle technology changes very well.
Eventually I took the phone, got it setup, had a question for Chris as to why it wasn’t in 4G or LTE mode, but hanging in 3G. Chris wasn’t sure and his diagnostics didn’t indicate anything wrong. He called over a team member at one point to help him with calling VZW to get the phone off and on the network and properly connected to be connected to LTE. It eventually resolved itself with a reboot.
Would have definitely given one more star if we had stayed with Kyra instead of being shifted to Chris. Chris needs to learn more patience and better people skills if he is responsible for helping people get setup. Not everyone who comes in is a technology geek! Most aren’t!

Had a terrible and disappointing experience. Came into the store ready to drop $ 2000 on a laptop. Spent nearly five minutes trying to find someone to help me but none of the employees would even make eye contact regardless of how long I stood nearby to get their attention. Finally I was able to get an employee to stop gossiping with the security guard and asked if they could help with my purchase. They wouldn’t and just told me to sign in to the line. Found a manager to let him know about the poor experience and had the security guard standing over me. The manager spent another 3 minutes arguing policy wth me when he could have cashed me out and sent me on my merry way with a computer in my hands. Shame on this store!

Shift manager Kyle was kind enough to help us out in a very sticky situation. My phone was just out of warranty and my only options were to pay for a whole new phone. However I hadn’t had the phone that long and my phone wouldn’t let me do anything. I couldn’t touch the screen at all. Kyle had Mike help me and we didn’t have to wait very long after already waiting earlier and they were willing to give me a few options that were more reasonable for me. I will always come back to this apple store with any issues.

This store is amazing. How does it stay in business. You gave excessive wait time on the phone. You call ahead and receive promises that no knows about when u arrive. Repeat the person u spoke to and no one works there by that name. Samsung here I come.

I had a great experience at the Apple Store.
I dropped my phone and shattered the screen. I made an appointment to replace my screen for a Friday night. My appointment was at 7:40PM. I came in 10 minutes early. They took me right away and ten minutes later, I was out the door. They told me to come in the following morning to pickup my phone. I came in at 10:00AM the next day and left at 10:10AM. Super fast service and the customer service was great as well. When you walk in, you feel overwhelmed because the place is PACKED but because they are so organized, it doesn’t end up feeling so overwhelming. If I ever shatter my screen again, I am definitely coming back to the Apple Store

I was at the Apple Store today and the manager there was so accommodating. He helped me very promptly and the Genius Bar took great care.
Thanks Apple!

SUMMARY: This place caaaan’t be serious…
FULL STORY: Today I had the pleasure of seeing where negative reviews are born.
I know a lot of people find Apple stores and their employees insufferable, but in general I’ve had positive experiences. I think the DC /​NOVA stores have always seemed fine.
But this Towson store… Wow. In a bad way.
I decided to get a smaller, lighter laptop to travel with, because while I like my Macbook Pro, it’s too hefty to carry around every day. I looked options up online, talked to friends, and basically came to this location to ask a couple questions and pick up my new laptop.
My friend and I waited around for about 20 minutes looking at laptops in the store and trying to get help, but no one came around… so we went up to the check-​in guy. Even though 3 employees were standing around him doing nothing, he needed to put our names on a list. OK.
Quite a while passed by… long enough that we actually counted how many Apple employees were working at the time — it was 25. TWENTY-​FIVE actual Apple employees working at a non-​crowded store on a Tuesday afternoon. 9 of whom (not counting the check-​in guy) were standing around in the corners laughing to each other and not doing anything…
The monotony was broken when a seemingly unbathed, bearded employee my friend approached with a question was dismissive and rude, then went back to doing nothing.
After a while, I went to the front to ask another standing-​around employee if someone could just help with a quick question and a check-​out… I said we’d been on the list for about 15 minutes and mainly wanted to check out… she looked up my name and — this is where it got truly comical — said «NO, IT HAS BEEN ELEVEN MINUTES! And some of these people are MANAGERS».
I mean. You can’t be serious.
One star for… having some computers (I think)? I left, and will just buy it from another location. Apparently the repairs here are bad too, so I can’t recommend coming to this location for any purpose.
Note: Try the Pentagon City store or the Wisconsin Ave location in DC.

My experience was pretty good. I had a damaged LCD (my power cable flicked against the screen, left the glass intact, but destroyed a couple LCD cells, which gradually spread…) and rather than buying a heat gun and replacing the screen myself, I decided to just get it repaired.
After setting up a repair slot online, I brought it over 15 minutes late, got in and out of drop off in 10 minutes, then came back on day 4 to pick up the repaired unit and got out in 12 minutes. Service was friendly and brisk.

If you have the option, always be sure to make a reservation at the Genius Bar.
I was recently here New Year’s Eve due to a software malfunction with my Iphone 6. My reservation was for 1140am. I guess quite a few people had resolved not to bring a janky apple product into the New Year because it was packed.
I wasn’t seen at the Genius Bar until about 12:10pm’ish but, my issue was an easy fix. After several diagnostics, it was discovered that my issue was an Apple Software malfunction. My phone was replaced and back on line before 1230pm.
The employees name escapes me but, his number was on my work order…1 137 588 939. Hey guy, you were pretty patient and knowledgeable.
I’d use this location again because quite frankly it’s the only Apple Store in the area besides Annapolis? Other than that these guys are in the business of getting you in and out smoothly.

I ordered an IPOD touch, and some Dr Dre Beats wireless headphones online directly through the Apple website. I opted to pick it up at the store the next day. We were waited on as soon as we walked in, despite there being quite a few people in the store. This store is one of the largest I have been in. We left with what we ordered, no hassle. The Itouch is amazing, and the sound quality of the headphones, is rich deep well defined sound.

Apple makes great products, but in this particular store they make worst customer service.
The guy who handles in-​coming customers (stands in the middle, right in front of Genius Bar, with beard) just made the whole Apple experience very terrible.
He seemed having a hard time handling long line of customers.

I came into the store to pick up a customized iMac that I ordered online and was told that «no sales representatives were available» and was given a 5 minute estimate as to how long it would take to be seen for something I have already purchased. 15 minutes later I’m still standing around and sure enough there are 3 sales associates five feet away from me just chatting about one thing or another. I walk up to the guy who checked me in and was ignored. So, since I have nothing but time on my hands the only thing to do was write a review on their in store computer.

I’ve read most of the reviews and didn’t nearly have the type of experience as others have shared. Its Sunday morning and no appointment scheduled and there was a line outside before opening. I was dropping off my Beats By Dre earbuds, as one ear isn’t working correctly.
I was greeted warmly and checked in. Within 5 minutes, an employee came over to assist, put everything in her comp and I was out. The wait outside and inside took a total of 21 minutes. I think that may be to not having a phone issue, but an accessory issue. Either way, good job. I’ll return, but only before the store opens to ensure that I won’t have a long wait time.

I am mostly an apple virgin. I’m a pc person. I like PC’s but
I got an ipod a couple of years ago that eventually died and last year I got an iphone. dropped said iphone last night and screen went dark and touchscreen stopped working.
I made an appointment for the genius bar and availability was good for this location. wow next day midmorning.
When i walked in, it was very crowded and I didn’t really know where to go. It was like a crowded restaurant in the middle of happy hour. Deer in headlights. Other customers were not friendly nor helpful. I waited by the genius counter in the back for about 3 mins and other ppl almost killed me with their eyes because they thought I was trying to cut the line. Signage low to the table and not helpful. Eventually made my way to a table and found a genius to log me into the queue. I told the person I dropped my phone and other ppl around me found it funny and smiled. Huh? it’s not funny to me but they were probably commiserating.
Even with a rez, I still needed to wait 15 – 20 mins. But it was so sweet that I didnt need to show any paperwork for my phone still being in warranty because it was linked to my apple id account which I barely use.
Once I got to a genius, it was easy peasy. Again as I was telling the tech i dropped my phone, the woman next to me turned and laughed and smiled. Silly mac users.
Since the screen was not cracked, they said they would cover it since it was still under warranty. Sweet. Login in here, type in your phone security code, sign this, here’s the invoice, come back in 45 mins to this herd of a line of ppl to the right of the back of the store. What? Ok. I kinda see what you are saying.
Wow Apple has great customer service. I can see how this would appeal to ppl who are not technical. But I still took off a star because of the confusion of where to go. There’s just got to be a way to better organize the process where you are just not thoroughly confused about where you are supposed to go and be.

This place is awful. But then again, aren’t most Apple stores?
We came in with a few questions, primarily how to sync all of our Apple devices (iPhones, iPads, MacBook) for a more streamlined experience, like Apple advertises.
Big mistake coming here. We spent over an hour with a «technician» whose only «help» was having us call a help hotline that we could have done from home, instead of making an appointment and driving all the way out to Towson on our day off. Even the person on the help line was rude, cutting me off before I could explain what I needed help with and transferring me to a «Mac Help» line, who couldn’t help me.
I started to speak up after an hour or so about how terrible the service was here, when another technician came over and explained what I needed to do in 10 minutes. Did he help me on the spot? No. Did I eventually solve my problem from home witht he advice he gave me? Yes. So one extra star for you, Glenn Coco.
…anddddd none for the Apple Store.

I’m finally a Mac user! Yesterday I headed to the Towson Town Center, visited the Apple Store for the first time, and walked out with a brand new MacBook Air! I’ve been an iPhone user for about 2 ½ years now, and I also have an iPad so I know a little bit about Apple products. I’ve never used their computers though so I decided to check them out at the store.
When you go to the Apple retail stores they have every model of every available product on display and available for use. I played around with the desktops as well as the MacBooks so I could get a feel for the OS works. While I was checking things I had an Apple sales «genius» come by a few times to see if I had questions and help me make my decision. He was very knowledgable and didn’t seem to mind that I didn’t have a clue.
The store was very busy, but there were plenty of folks around to help when needed. If you need an Apple product, just want to check them out see if they’re for you, or if you need something checked out or fixed, I would definitely head to the Towson Apple Store.

The Apple Store is a dangerous store to shop in. Every time I go I play with all the computers, iPads and phones and want them all. I’ve been a fan of apple products for years now and own a bunch of Igadgets. I highly recommend them if you can afford it. They are on the pricey side.
The store itself it bright and clean. It was crowded the day we went but they had enough «geniuses» to help answer any question we had for them.