Apple Southlake Town Square

Reviews

• CU

  Chad Uphoff

  3 days ago
  1.0
  Extremely Disappointing Customer Service and Lack of Communication It’s now been 12 days since a replacement part was ordered for my phone, despite being told it would take only 2–3 business days. After waiting a week with no updates, I called on Wednesday and was assured the part was shipping and that I should be able to get my phone repaired over the weekend. Monday afternoon rolled around, and still no update. I called again and spoke with Darin, who informed me they had contacted another store to have the part shipped and that it “should” arrive any day. When I asked why it was taking so long, his response was, “I don’t know, I just work here.” He was also kind enough to point out that my phone is an older model, suggesting that might explain the delay. I completely understand that parts for older phones may take longer to obtain. What I don’t understand is why I’ve been given three different timelines, none of which have been met, with absolutely no proactive communication. The delay itself is frustrating, but the dismissive attitude, lack of accountability, and complete disregard for customer service are unacceptable. A simple, honest explanation and a little professionalism would have gone a long way. Instead, I’ve been left chasing updates and dealing with an employee who seemingly couldn’t care less. Extremely unprofessional, discourteous, classless, and disappointing.
• HD

  Hassan Dar

  Oct 8, 2026
  5.0
  Unfortunately everyone try to get iPhone pro max and it is almost impossible to have this model well I place the order online for pick up but look like having problems still to have it…. But I notice the manager of the location doing his best to provide information and effort to give my order…
• NN

  Natalie

  Oct 7, 2026
  2.0
  All the employees were extremely polite. My issue is with not having enough staff to handle all the people coming in. I’ve gone to both the north park and galeria locations, and the space was larger with plenty of staff. It was less chaotic. This seemed like chaos for a Monday evening. I was willing to do anything for a new phone that day, but they said Verizon was blocking financing. Went to Verizon down the street and was able to trade in my old damaged phone that apple wouldn’t take. The price was much lower. The guy before me also came from the Apple Store. They want people who come in at 6 pm to basically come The next day because it takes too long to set up the phone etc. The process at Verizon took max 30 minutes with my data transfer. Would highly recommend this store do something to appear less chaotic and had at least 10 more employees for after work hours. At some point a larger store would be best for the area.
• SR

  Sean Robinson

  Oct 4, 2026
  1.0
  ***BEWARE OF UNQUALIFIED TECH-SUPPORT*** I took my phone in last month because I was having issues with my camera app wasn’t opening up properly. It was freezing. Made an appointment with the south Lake location walked in to detect my issue. He asked me if I knew my iCloud password I said yes I do. He said great. You won’t lose any of your information on your phone. I’m gonna do a soft reset to see if we can get your camera back working. Whatever the Tech did, he did not back up my phone information that was on my phone nor did he ask me if I had any information saved on my phone such as my personal notes that wasn’t on my iCloud as a result notes that I had from the beginning of January 2026 were all wiped out, including some very important notes that I was saving for a startup Business all gone! The technician was so in a rush to get rid of me and get with the next customer he stated you can reload all your apps that you had on your phone by going to the App Store and everything should come back me, not knowing that my information was deleted off of my phone. I was expecting everything to come back as he stated within the next few hours well, it never came back and after three days of the iCloud, not backing up anything on the system. All my information was gone. I am so infuriated because of the information that I had was sensitive and I needed it to prepare a business plan that I was working on. And there were other files that as I slowly remember, I need to pull up or no longer there so please be aware that you might have information on your phone hard drive SIM card and not necessarily an iCloud. ****Please be aware you may have items on you SIM card before you do any reset check**** OR YOUR INFORMATION WILL BE GONE FOREVER!
• JD

  Jared Day

  Sep 28, 2026
  1.0
  Someone purchased a phone on my account. I told them to cancel the order. They said I had to do it online. I said OK but if someone comes in to pick up the phone, don’t give it to him, and they said if the person added themselves as an authorized pick up, they would give it to them anyway. Very disappointed with their service and attitude

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