Apple Southlake Town Square

Reviews

• BW

  Brett West

  3 days ago
  1.0
  Do not allow your kids to take a phone into this store for repair. My son, age 17, took his iPhone 16 into this location for a screen replacement. He waited for 4 hours for his repair and was then told that he couldn't have his phone back because they cannot take payment from anybody under the age of 18. They said nothing about this ridiculousness when they took his phone...only when it was finished. This is apparently a stupid Apple "policy". Unbelievable.
• CC

  Cee95

  Aug 17, 2026
  1.0
  Horrific service. They will treat your stuff like it’s their trash. Owned apple products since they launched and have generally been very satisfied. But on 8/17 here’s how our appointment went. Wife took her phone in for service appointment for a battery replacement at 10. With an appointment. Took 3.5 hours. Ok. Website quotes 1 hour. But we went grabbed some lunch shopped etc. We come back. About an hour past when it should be done. The new battery is on 10%. Seems like an oversight but the lady just apologized it was dead and offered a charger. No I’d rather not wait here longer. Phone is also filthy. Again. Apologies from the lady but again it’s too late. Why hand it back in this condition. All good. It’s fine. We go home. While we’re cleaning the phone we realize the screen protector we just had warrantied is missing. $65 protector btw. We call “sorry we must’ve thrown it away. I can’t offer you one since your phone is so old(iPhone 15)”. “You signed the agreement” Nobody explained this to us and further the tech seemed in a hurry for us to sign so we just skipped to the bottom and signed. How does a trillion dollar company have no financial recourse? I paid $100 for the battery. Now I have to pay another $65 for a screen protector. And they did not offer a dollar towards it. It would have been warrantable if they just gave it back to me. But they could not find it in the back. They threw it away like trash. My $65 protector. Just trash to them. Same way they treated my phone. Thank you apple for reminding me where we stand to you.
• ST

  Sonny T

  Aug 12, 2026
  1.0
  iPhone 17 Pro - LOGIC BOARD I have a brand new iPhone 17 Pro that was purchased directly from Apple. It is not even a year old. I was unfortunately affected by their logic board issue. I brought it in to be diagnosed and after 8 hours of them having my phone, they would not replace a phone that was not even a year old. They broke the factory IP86 seal which now opens up my phone to possible water damage. I paid $1,400 for this phone for that very purpose of having the factory seal. They also opened up my phone twice. Once for the serial and then to do the repair. They were able to keep my screen protector intact but they removed it on the second repair attempt. I asked if they could cover that, and the answer was no. So I paid in time, lost features of a new phone, and a screen protector because THEIR hardware broke. First and last time iPhone user.
• JK

  Jason Kim

  Aug 12, 2026
  1.0
  Went to the apple store yesterday for a battery replacement request for my series 7. I walked in and the store was packed. No one was at the front to greet me, but most importantly to triage. After wandering for several minutes confused, I walked back to the front and found a man with a tablet who said he checked me in after asking for my last name and appt time. I was told to sit at a table in the back 2nd from the right and I waited there for over 30 minutes with no assistance. Finally I had to grab an attention of a woman associate who helped 2 other men that walked in after me. She told me I was not on the queue... I received help shortly after and they told me the watch had to be paired for them to run a diagnostic... I had reset my watch thinking this would be a simple drop off and payment. I had to drive back 30+ in heavy traffic with nothing to show for it. What a mess.
• KS

  Kelli Sweeting Sudik

  Jul 31, 2026
  1.0
  I rarely leave reviews, but this experience deserves one. I traveled to Southlake for a 36-hour work trip after purchasing a brand-new MacBook just three days earlier. The laptop was protected in both a hard shell case and a padded sleeve inside a leather laptop bag. It traveled on my shoulder the entire time, worked perfectly on the flight, and had never been dropped or mishandled. When I opened it at my office before a major presentation, the display would not work at all. With only 42 minutes before I had to present, I rushed to the Apple Store in Southlake, hoping they would exchange what was clearly a defective three-day-old computer. Instead, the manager immediately insisted the damage was my fault, despite there being no crack, no dent, no scratches, and no visible signs of impact. He refused to replace it and told me the only option was to buy another brand-new MacBook at full price if I wanted a working computer for my presentation. Feeling like I had no other choice, I purchased a second MacBook, spent valuable time setting it up before presenting, and was told I could deal with the original computer once I returned home. Two days later, I visited my local Apple Store at University Town Center in Sarasota, Florida. Their team examined both computers and immediately confirmed what I had been saying all along: there was no evidence of customer-caused damage. They replaced the defective MacBook on the spot and refunded the temporary computer I had been forced to purchase. The contrast between these two stores couldn’t have been more striking. A huge thank you to the team at the University Town Center Apple Store for listening, treating me fairly, and standing behind Apple’s products. As for the Southlake store, I hope leadership takes a serious look at how situations like this are handled. When a customer walks in with a three-day-old computer that suddenly fails - especially with no signs of physical damage—the first response shouldn’t be to assume fault and force them into buying another $2,000+ device. Customers deserve better.

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