Apple Willowbrook Mall

Reviews

• VP

  Veronica Pena

  Nov 17, 2025
  1.0
  I wasn’t planning to leave a review, but after experiencing poor customer service and noticing similar comments from other customers, it seems to be a recurring issue at this location. I went in for a simple diagnostic because my phone kept restarting on its own and my apps were freezing. Since I was already at the mall, I decided to have it checked. I was told it could be either a hardware or software issue. The representative who assisted me never introduced himself. He immediately started working on my phone and suddenly said he could factory reset it. I asked why that was necessary, and he responded that since I didn’t have coverage, there were no other options. This confused me because he had not explained what the actual issue was. When I asked what the diagnosis showed, he sighed and rolled his eyes. He told me the diagnostic results came back fine. I then asked, “If nothing is wrong, why are we resetting my phone?” He seemed annoyed that I was asking questions. I explained that I rely on my phone for everything and that a reset means I would have to manually set everything up again, which is extremely inconvenient. Instead of providing a clear explanation, he continued attempting to reset my phone without addressing my concerns. I asked several times what the issue was, and all he said was that “nothing was wrong.” So naturally, I questioned why he still wanted to wipe the phone. After going back and forth, I reluctantly agreed. He got up abruptly, visibly irritated, grabbed his laptop, and when he returned, he ignored me entirely while talking to another customer. I then asked about trade-in options. He tried to have me scan a QR code with my phone, even though my camera wasn’t working properly—which was part of the problem. When I pointed it out, he avoided giving a straight answer about the diagnostic results and became even more dismissive. I told him I knew how to factory reset a phone myself; I simply wanted to confirm whether the issue was software or hardware. Instead of answering, he started quizzing me on the reset process. I worked at a phone store just two months ago—I didn’t need a quiz. I needed a yes or no: Is it a software issue or a hardware issue? For some reason, he couldn’t answer that clearly. Eventually, he asked someone named Ronald to take over because my questions were apparently “too difficult.” He walked away without saying a word. Ronald answered my question in about five seconds, performed the factory reset, and I left. Overall, the situation was made unnecessarily complicated for no reason. A simple diagnostic turned into a frustrating experience due to poor communication and an unprofessional attitude.
• AY

  Aprendiendo con Yany

  Nov 15, 2025
  1.0
  If you don't speak English, don't come to this place. I will spend my money elsewhere.
• RT

  Ray Toronto

  Nov 6, 2025
  1.0
  Do not go here they have very poor customer service. The service techs are not knowledgeable about anything. The managers and the team leads on the floor are very rude This is my last time purchasing an iPhone. I will officially be switching over to Samsung next year Michael was rude
• JM

  Jhoan Medina

  Nov 4, 2025
  1.0
  Hay una chica de nombre Cintia que está falta de conocimientos tanto de informática como que sistemas operativos del servicio que ustedes prestan, aparte la mala atención que da también y cuando le haces una pregunta referente algún rendimiento de una dispositivo solo hace comentarios adversos para esquivar la pregunta que le haces, creo que deberían de darle una mejor orientación en referencia al servicio que ustedes prestan para que tenga mejor énfasis al momento de responder una inquietud de un cliente!
• HH

  Hasan hasan

  Oct 19, 2025
  1.0
  Dear Apple Support, I booked an official appointment to replace my iPhone battery through the Apple system on my device. The appointment was confirmed for October 19, 2025, at 2:55 PM. When I arrived at the scheduled location, I was surprised when the employee informed me that they did not have the battery available. He told me not to worry and said he would send me to another Apple location at The Woodlands Mall, assuring me that he had already reserved the battery and appointment there. However, when I arrived at The Woodlands location, I was shocked again when the employee asked me to leave my phone overnight, promising to call me the next day when it’s ready. I told him this was impossible since my phone contains my work number and the main app I use for my job — especially because the next day (Monday) is a workday. The employee had no response and simply remained silent. Honestly, I am extremely disappointed with this unprofessional and unreliable service from a company as large as Apple. Today’s experience wasted my time, effort, and money. I drove a long distance via Sam Houston Parkway and Highway 99, only to return home without any solution. My rating for today’s service is zero out of ten. I truly hope Apple reviews this situation and provides a clear and professional solution for replacing my device’s battery as soon as possible. Sincerely, [Hasan A Hasan]

Frequently Asked Questions About Apple Willowbrook Mall