Apple Willowbrook Mall

Reviews

• SK

  Su Khoo

  3 days ago
  5.0
  Bought a new phone recently and needed to transfer data from old phone and also put on a screen protector. All done efficiently by Elias, who was pleasant and helpful. Thanks Elias!
• AP

  Asheesh Singh Parihar

  Jul 2, 2026
  1.0
  Extremely unprofessional experience at the Willowbrook Apple Store. I was initially quoted **$799** to repair my MacBook's liquid damage. Before agreeing, I specifically asked whether this quote included all parts and charges. I was assured that **$799 was the total repair cost**, and I even received a work authorization reflecting that amount. However, when I brought my MacBook in for repair, I was unexpectedly told that I also had to pay an additional **$120 labor charge**—something that was never mentioned during the original quote. I explained that this was not what I had agreed to, but I was essentially told that if I wanted the repair completed, I had to pay the additional charge. Since I needed my MacBook repaired, I reluctantly agreed to the extra $120. The surprises didn't end there. When I returned to pick up my MacBook, I was told I now owed **another $100** because the price of one of the replacement parts had increased. I asked why I was being charged more after already receiving a written quote and work authorization. The explanation was simply that the part price had changed. This entire experience was frustrating and unacceptable. A written quote should mean something. Customers should not be repeatedly surprised with additional charges after agreeing to a quoted price. While the MacBook was repaired successfully, the lack of transparency, inconsistent pricing, and poor communication completely overshadowed the repair itself. This was one of the worst customer service experiences I've had, and I will not be returning to the Willowbrook Apple Store. I hope Apple improves its pricing transparency and communication so other customers don't have a similar experience.
• ZB

  Zeira Becerra

  Jun 30, 2026
  1.0
  The staff is wonderful with kids during the Summer Camp. They are patient, friendly, and create a great learning environment, which I really appreciate. Unfortunately, my experience with their repair service has been very disappointing. The repair costs are extremely high, and the turnaround time is unacceptable. I’ve been waiting six days for a simple laptop screen replacement, and I still don’t have my computer back. I’ve been to the store several times for updates, but every conversation feels like they’re reading from the same script instead of providing real information about the status of my repair. Better repair costos, better communication and more realistic repair timelines would make a huge difference.
• TJ

  Texas journeyman

  Jun 25, 2026
  5.0
  Wanting for a battery replacement, later noticed screen was lifting once I got home , went back and they were very apologetic and gladly fixed the issue ! Thanks apple ! Great staff and customer service!
• JM

  Jason McKemie

  Jun 9, 2026
  1.0
  I strongly recommend visiting a different Apple Store. Five other Apple Stores understood the difference between protecting inventory accuracy and abandoning customer service. Willowbrook management did not. My MacBook screen is broken and I urgently need it repaired because I am actively involved in litigation that affects the rest of my life. I explained that I had recently been hospitalized, had spinal surgery, and could not reasonably drive two to three hours one way — potentially a six-hour round trip — unless the store could at least confirm whether the necessary screen was currently in stock. I was not asking for a guarantee. I understood inventory could change and made that clear. I simply needed basic information so I could decide whether to drive to Willowbrook, choose another store, or avoid wasting an entire day. Before calling Willowbrook, I spoke with five other Apple Stores. Each one was willing to check inventory and provide a basic answer. They were professional, practical, and helpful. Willowbrook was the exception. The employee I spoke with appeared willing to help until management stepped in and stopped the conversation. That changed this from a policy issue into a leadership issue. The manager refused to tell me whether the screen was in stock and told me I would need to come in regardless. No practical solution. No meaningful effort to help. No recognition that asking someone to drive several hours without basic inventory information is unreasonable. This was not a request for special treatment. It was a request for basic, time-sensitive information during an urgent repair situation. Apple’s reputation is built on premium products and premium support. This location did not reflect that standard. Fortunately, five other Apple Stores showed me this was not an Apple-wide problem. It was a Willowbrook problem. The product earned my trust. This location damaged it. One bad apple should not define the brand, but leadership at Willowbrook failed to reflect the standards Apple has spent years building. Choose another Apple Store for support.

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