Apple Twelve Oaks

Reviews

• MJ

  My Journey Journal

  3 days ago
  3.0
  Went to purchase the iPhone 17 Pro Max but the experience was a bit disappointing. Multiple cards were declined due to an apparent in-store payment system issue, and they don’t offer options like Zelle or manual card entry, which made the payment process inconvenient,I eventually had to complete the purchase online instead.
• LR

  Lisa Rauh

  4 days ago
  1.0
  I’ve had the rudest Apple employee helped me this morning on a trade-in of two iPhones. Usually the employees at this Twelve Oaks Apple Store location are very helpful and kind, but this one was one of the meanest people I have met in a long time. She treated me like I was a moron and her bad attitude didn’t help the situation. At one point, I couldn’t hear something she said— partly because she was muffled by her mask, partly because of the loud music in the store, and also because I only have hearing in one ear. When asked to repeat what she said, explaining that I have a hard time hearing, she yelled back, “why didn’t you tell me that before?” She desperately needs training on how to treat customers.
• LG

  Lisa Grasso

  Mar 26, 2026
  5.0
  In the last six months I have had two issues with my phone. The first time Olivia helped me and was fantastic. Last week I shattered my phone and walked in and immediately the Apple employee recognized me from six months prior. It was Olivia again ( just learned her name) In a busy store like this one to be recognized says a lot about her level of service. Great employee and so incredibly helpful.
• SM

  savannah maize

  Mar 23, 2026
  1.0
  Really embarrassing that as an ex employee of almost 4 years, I was able to figure out my sisters family sharing issues in less than a minute after getting to the store to help out. This was after she was told the incorrect information by the check in for Genius Bar, being forced to wait almost 30 minutes, requiring me to go to the store only to then tell us to contact customer support to speak with the “experts.” Out of spite I resolved the issue in front of the tech without calling support to show how simple the issue was. The quality of this store has really gone down hill. You’d be better off getting help at briarwood or Sommerset:
• AA

  Aaron

  Mar 17, 2026
  1.0
  Dear Apple Support Team, I am writing to share my feedback regarding a recent visit to one of your retail locations, which stands in stark contrast to the excellent service I subsequently received at the Somerset Mall Apple Store in Troy. During my initial visit, I worked with a manager named Kal. Unfortunately, the experience was quite disappointing. He was dismissive and appeared to lack the technical knowledge required to address my device’s issues. Rather than offering a solution, he attempted to upsell me on unnecessary products and provided inaccurate information regarding the state of my hardware. He eventually suggested I visit the Somerset location only because the parts he claimed were defective were out of stock. Upon arriving at the Somerset Mall store, I was assisted by Olivia, who provided exemplary service. She quickly identified the true underlying issue and confirmed that no new parts or replacements were necessary. Thanks to her expertise, my device is now functioning perfectly. I believe the management and service standards at the first location require significant attention and correction to align with Apple's values. I would like to specifically commend Olivia for her professionalism and ensure she is recognized for her magnificent work. Best regards, Aaron

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