Apple CoolSprings Galleria

Reviews

• TH

  Terry Newman Hunt

  Sep 25, 2026
  5.0
  I own and operate T's Taxi Service. I had two taxi customers wanting iPhone 18 Pro Max phones. We had gone to the Apple Store downtown and to The Mall of Green Hills and had no luck purchasing the phones. Both taxi customers are both happy to have gotten their iPhone 18 Pro Max at Apple CoolSprings Galleria. They bought two phones!
• RN

  R N

  Sep 19, 2026
  5.0
  Emma is so nice and took so much time helping me and getting my new iphone and trade in settled. Thank you!
• MK

  Mat Koenig

  Sep 19, 2026
  1.0
  For the first time since the iPhone 3G...I'm genuinely considering leaving the Apple ecosystem and it's 100% due to the consumer experience with Apple...and I never thought I would say that in my life. First off, the staff at CoolSprings Galleria has always been kind, so to be fair, this terrible review is due to the processes that tie their hands. Sadly, even the manager I spoke to (Ernest) seemed like he had ZERO authority to do something that would be a 100% common sense benefit to serving the consumer. So...here's the long story. I took my iPhone Air into the CoolSprings Galleria store for a repair. This was a couple weeks ago because I had done something stupid and dropped the phone and cracked the back. They did a good job repairing it, or so I thought. Today I did something else stupid. I dropped my iPhone in my hot tub. It was there for barely over 30 seconds, but when I took it out, the camera had water in it, and the power button didn't work anymore. It's obvious water damage. I have Apple Care on the phone, so I was going to do an express replacement, but then I realized Apple charges $108 extra to mail you a phone (even though they also take a $1,099 plus tax deposit for mailing you the phone). Instead, I reached out to CoolSprings Galleria in the hopes I could just set up an appointment to come in and get the phone replaced and pay the $99 Apple Care deductible. Sounds easy, right? Well, unfortunately, it wasn't. After speaking to one of the representatives, I was transferred to the manager named Ernest. I explained the situation and explained that it was water damage. He went on to tell me that he could not guarantee that they would have a phone to replace mine, even though I tried to set the appointment all the way out, as far as a week from now. He gave me the reason that maybe another customer would come in, so they would have to replace the phone for them, and then they couldn't guarantee that it would be there for me. Since they work by appointment only, common sense would say that they could order the phone for me. If someone else came in, they could then tell them they needed to order a phone for them because the one that they had would be there for me, right? Apparently not. He explained that they would need to examine the phone to make sure that it needed to be replaced and not repaired. I asked him if iPhones have ever been able to be repaired from water damage, because everyone knows they cannot, and he said no. I said, "Well, in that case, what is there to inspect?" His response was that he had to "take my word for it," and that they couldn't do that, so he had to see it. What I've learned today is that if you want to have Apple mail you a phone (even if you give them a $1,100 deposit for a phone that was $995), you have to pay them an extra $108 to ship you the phone. If you want to go into an Apple store (which, by the way, is nearly 2 hours away from my home, so it's almost a 4-hour round-trip drive), apparently I have to be willing to make that drive twice, just in case they don't have it in stock. The moral of the story is this: any good manager of any organization would look at this situation and say, "You've got Apple Care on it. Your phone was dropped in water, and everything's broken. Let's go ahead and get an appointment and make sure we have a phone in stock for you." Unfortunately, Apple does not give their managers the authority to do that, so Ernest must have had his hands tied. That's how bad the customer experience was today with Apple CoolSprings Galleria. The thousands of dollars per year we spend to upgrade every time is about to come to an end. I hope Apple fixes this because I hate Android, but what I hate worse than Android is a company that doesn't care about its customers.
• DC

  DANIA CORTEZ

  Sep 14, 2026
  1.0
  Made an appt in case they were busy. I was there for at least an hour. The person originally helping me I didn’t see anymore after the first few minutes. Then a guy helped me but the last 30-40 minutes of being there I didn’t see him anymore either. The other employees continued to assist the new clients coming in. They were waiting for me to show them an error message on my phone that didn’t take longer than maybe 15 minutes to pop up.
• JA

  Jennilea Arruda

  Sep 8, 2026
  1.0
  Terrible customer service. This was my first in store tech assistance experience, and I will not be back again. I walked in and had a hard time finding someone to help me, only to be directed to the front of the store where I asked what the wait time is for help, and the associate rudely said, “I don’t know what you’re looking for” and then looked away and proceeded to help people who came in after me. He absolutely could not be bothered by me - after I had been patiently waiting behind the person in front of me while he was experiencing technical issues getting him checked in. There was a super nice associate who approached me after that interaction and I kindly let him know we would seek help another time. I was just taken back by the overall rude demeanor and interaction with the older gentleman up front, I just needed to leave. I’m really bummed by the whole thing as I was hoping to utilize this store for so many of the additional offerings as well as some tech assistance with my Apple Watch. I love the idea of a storefront for the human interaction piece, however it appears online is the best bet in this case. I plan to make all purchase, support, or any other needs online moving forward.

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