Apple CoolSprings Galleria

Reviews

• SG

  Samson Girma

  Jun 30, 2026
  1.0
  Got Redirected to a “More Urban” Location For No Reason I Could Find I have AppleCare. I walked in with a cracked laptop screen, in business casual, straight from work five minutes away. I was told I’d need to schedule an appointment…fine. But the employee then suggested I might be better off going to the store downtown instead, something she framed as more convenient. It wasn’t more convenient. It was further from where I work and where I live. I genuinely tried to think of a reason she’d suggest that, and I couldn’t come up with one that didn’t involve how I look. I wasn’t dressed inappropriately, I wasn’t loud, I asked one direct question about wait times. The only variable I could identify was that I’m Black.On top of that, the diagnostic process itself felt like a stall tactic for something visibly obvious a cracked screen doesn’t need an investigation. Between the redirection and the attitude over a basic repair, it didn’t feel like I was getting the same experience as anyone else walking through that door. I can’t prove intent. I can only tell you what it looked like from where I was standing.
• SO

  Scot Owens

  Jun 22, 2026
  1.0
  Absolutely horrible! Had an appointment for a battery replacement. Waited 30 minutes after my appointment to then be told that they didn't have my battery in stock! That is why I made an appointment!!!! AVOID!
• AP

  Anshul Patel

  May 28, 2026
  1.0
  I had a repair appointment for 3pm and I showed up around 1 pm, it was not that busy and they refused to take me in, I would have waited a bit if they would had told me they can check in some time, drove about 1hr for nothing. Could do a better customer service for amount they charge for a product.
• HA

  Hunter Adams

  May 15, 2026
  1.0
  Save yourself the time and headache and go to another store in the middle TN. This location is by far the most incompetent staff I’ve been around. I went by on a Monday because of issues I was having with my phone that turned out to be an internal hardware issue. I had an employee run diagnostics and they gave me a 3 hour repair time frame. However, due to other plans I had, I was unable to wait and leave my phone there overnight. They said it was no problem, they would input all the notes and diagnostic test so I can come in and all I had to do was just give them my phone number, and they could pull up the notes/diagnostic and just have me drop my phone off and get repaired. So I came back on the following Wednesday, mind you it hadn’t been 2 full business days. I walked in to a relatively slow Apple Store at 11 am and explained the situation to the employee here. She refused to listen and said the store had to run diagnostics again, despite already doing so on Monday and my notes in their system. Remember this as it’s very important. Nejana, the employee, insisted that I had to wait 45 minutes in store, I couldn’t leave and come back, or leave my phone for the repair. Otherwise, I had to make an appointment. The next available was 3:30 pm that same day - 4.5 hours later. So I agreed to the time slot, and said I’d come back despite being told all I had to do was drop off the phone for repair. I hung around cool springs for 4.5 hours since I live an hour away, went and ate lunch, and did some work at a coffee shop before returning for my scheduled time at 3:30. When I arrived to the store I was greeted by an employee but he couldn’t find my appointment in their system. After standing around waiting for 5-10 mins he came back to tell me my appointment was at 12:00 and I had missed it. Despite literally giving him the employee’s name, the conversation we had, he told me I had to wait another 45 minutes because they were helping me out and fitting me in. So myself, the customer, was burdened by the lack of competence of a previous employee and had to wait another 45 mins for someone to come help me. I told him all I had to do was just drop the phone off and get it repaired. He insisted it was more work than that as they ** had to run diagnostics**. So I waited around 45 mins. In which I had 3 separate employees approach me and ask me the same exact questions and walk off - “what’s your name? what problems are you having”. Mind you at the time, there’s maybe 3-4 other customers in the store, and 7-8 employees just standing around at the front. I understand people all have different roles, but maybe try hiring more technicians or people at the Genius Bar than employees to just stand around the front talking and dancing. Anyway after waiting 45 mins I finally had someone help me in which she also asked me the same above questions - by then I just said everything was in the notes as I was getting irritated being asked the same questions and them clearly not reading the notes. They reviewed and agreed to take my phone to the back to get repaired. However, remember when I was told repeatedly they had to run their diagnostics? Yeah, no diagnostics were ran. Absolutely nothing, they had me turn off findmy, ensure I had a backup, and took it to the back to get repaired - and told me to pick it up in 4 hours. So what turned into a maybe 15 minute task, took this incompetent location a full 9 hours to resolve.
• MF

  Mohamed Shabeer Fnu

  May 12, 2026
  1.0
  I had a really disappointing experience at the Apple Store today regarding my AirPods Max repair. I received a call saying my AirPods Max were ready for pickup and repaired. When I arrived, the employee brought out a box with a broken seal and mentioned that, based on what she was seeing on her iPad, it appeared the headphones may have been replaced. Naturally, I asked about the serial number and whether my AppleCare+ would transfer over since the serial number was still the same. After checking with another employee because she seemed unsure, she came back and completely changed the story. She then said these were actually my original headphones and that the repair depot “could not recreate the issue,” despite the issue being clearly observed and documented in-store when I originally submitted them for repair. The issue was a sound problem in the left ear cup. What made the experience worse was the lack of accountability and communication. Instead of trying to help or explain properly, I was basically told, “I wasn’t the one who handled the repair.” That’s not the level of customer service I expect from Apple. I also pointed out visible dust particles inside the AirPods Max, but both employees dismissed it outright and refused to even make a note on the account that the customer had observed it. They simply ignored the concern and stood there silently until I decided to leave. Having visited Apple Stores in New York multiple times, the difference in customer service is honestly shocking. The Apple Stores in New York have always been professional, attentive, and willing to help resolve issues properly. Compared to that experience, this felt shamefully poor and completely below the standard Apple claims to uphold. Overall, the interaction felt dismissive, unprofessional, and frustrating from start to finish. After this experience, I’ll seriously be considering taking my business elsewhere.

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