Apple First Colony Mall

Reviews

• MM

  Matt

  1 day ago
  1.0
  What a pathetic experience right from the start. The greeter was super rude to me and my mom, arguing with us, so I tell him to just do his job instead of arguing with my mom. Somehow this triggered the annoying mall cop and he wanted to come get in my face like it’s a UFC stare down trying to intimidate me threatening to kick me out of the store? He was defending the rude greeter. Then continued trying to intimidate me the entire time, mugging me, while I’m buying a phone. Stay away from this store.
• AH

  Anh Quan Hoang

  Sep 22, 2026
  1.0
  I had a very frustrating experience when picking up my online order at this Apple Store. After I showed my QR pickup code, the first employee told me to wait. A second employee came by and told me the same thing. I ended up waiting by myself for about 30 minutes while other customers who arrived after me were helped. Finally, a third employee came to assist me and completed the entire pickup process in about 5 minutes. I visited around noon on a Tuesday, when the store was not particularly busy, yet the entire process took approximately 45 minutes when it should have taken around 10 minutes. The organization and management of the pickup process at this store were very disappointing. The employees seemed poorly coordinated, and there was also an instance where someone cut in line, but the staff allowed it to happen without addressing the situation. Overall, this was a very poor customer service experience. I hope the store management can improve the pickup process, employee coordination, and line management.
• SA

  Shayne Abellanosa

  Sep 19, 2026
  1.0
  My boyfriend and I were so excited to get his new phone because his current phone is already super old. We even lined up TWICE just for the registration and reservation. Once we finally got inside, we were assigned to an agent who was already assisting another customer, so we patiently waited. When the agent finally spoke with us, my boyfriend decided to change his choice from the Pro to the Pro Max. We were simply waiting for the next step. Meanwhile, the people next to us were already being assisted while we were still waiting. Then a young lady approached us and simply told us to **LINE UP AGAIN** Excuse me… what? 😳 We had already patiently waited and gone through the process twice. All we needed was to change the phone model that we want to buy, and somehow we had to start the whole line again? I understand customer service very well because **I AM A CUSTOMER SERVICE REPRESENTATIVE** myself. I know that things can get busy, but customer experience and communication matter. Unfortunately, we ended up leaving the store without getting the phone. What should have been an exciting experience turned into a very frustrating one.
• FF

  Farhan

  Aug 31, 2026
  1.0
  I’m extremely disappointed with my experience at the Apple Store. I purchased a brand-new iPhone 17 Pro Max, and within minutes of using it, I discovered that the phone would not charge. I went to the Apple Store expecting professional technical support and a straightforward solution. First, I had to wait a significant amount of time, and it honestly felt like customers who were there to purchase products were being prioritized over customers who needed technical support. It gave me the impression that once the sale is completed, customer concerns are no longer a priority. After eventually getting assistance, the store ran diagnostics and told me that there was a logic board defect. I was instructed to back up and completely reset/erase my phone because they said they were going to replace the logic board. I followed their instructions, erased the entire phone, and handed it over to them. Later, I was asked to return to the store. When I arrived, I was told that the phone powers on and that they believed the issue was related to the charger. This completely missed the point of why I came in. The problem was not that the phone wouldn’t turn on—the problem was that the phone would not charge. Despite the earlier diagnosis of a logic board issue, the logic board was not replaced. The charging port was not replaced either. Instead, I was essentially told to use the “right charger.” This was incredibly frustrating because I had already followed their instructions, backed up my data, completely erased the phone, and spent a significant amount of time going back and forth with the store—only to end up with no actual solution. I also asked to speak with a manager, but unfortunately, the manager did not seem to be fully aware of what had happened with my device or the previous diagnosis. For a company like Apple, I expected much better technical expertise, communication, and customer service. If your own technicians diagnose a hardware defect, you should be able to trust that diagnosis and expect the issue to be properly investigated and resolved. This entire experience felt like I was being given the runaround, and I wasted a considerable amount of time for an issue that should have been handled professionally from the beginning. I’ve been an Apple customer, but after this experience, I’m seriously reconsidering whether I want to continue using Apple products. A brand-new phone should not stop charging within minutes of being purchased, and customers should not have to fight this hard to get a legitimate hardware issue addressed. I sincerely hope Apple improves its technical support and customer service because this was one of the most frustrating experiences I’ve had with the company.
• AA

  Ali Ahmed

  Aug 29, 2026
  1.0
  Worst Apple Store Service Experience Ever - First Colony Mall, Sugar Land, TX I have been a loyal Apple customer for over 7 years, owning multiple iPhones from earlier models through the latest iPhone 17 Pro Max. Until my experience at the Apple Store in First Colony Mall, I had always trusted Apple's products and customer service. On August 22, 2026, my wife and I had an appointment at this location after Apple Support advised that both of our phones required an iOS reinstallation that could only be performed at an Apple Store. Since Apple Stores are 20 to 40 miles away from our home, we spent considerable time traveling on a weekend specifically for this repair. Upon arrival, the technician ran diagnostic tests and confirmed that the operating system needed to be reinstalled. My iPhone had been fully backed up to iCloud approximately one hour before the repair. Unfortunately, the service quickly became very concerning. The technician was simultaneously handling three customers and several devices at once. During my repair, he continuously shifted his attention to other customers, phone calls, and unrelated troubleshooting while my phone remained connected to a laptop. The technician appeared distracted and was not actively monitoring the reinstallation process. The first attempt to reinstall iOS failed and became stuck. Instead of providing an explanation, the device was disconnected and another installation attempt was started. We spent nearly two hours at the service table while the technician continued dividing his attention among multiple customers. Although the second installation eventually completed, serious issues appeared after the device was restored: • Recent apps disappeared. • Old deleted phone call logs reappeared from years ago. • WhatsApp data became inconsistent, with older messages returning while newer information was missing. • Thousands of duplicate contacts appeared. • Apple Watch faces disappeared. • Apple Watch pairing and synchronization stopped working properly. • Phone settings and app organization were dramatically altered. Because the technician left for lunch, we were unable to receive proper follow-up assistance and had to leave after spending over two hours in the store. The problems continued after I got home. I spent more than 1 hour and 24 minutes on the phone with Apple Support trying to repair Apple Watch synchronization issues. Multiple calls with Senior Advisors resulted in network resets, troubleshooting, and additional attempts to correct the problems created after the reinstallation. Despite all these efforts, my phone still experiences slow performance, Bluetooth issues, call drops, and Wi-Fi problems. What is most disappointing is that I went to the Apple Store seeking a solution to an operating system issue, yet I left with even more serious problems than when I arrived. I still do not have confidence that my iCloud data was properly restored, and I am now being told I may need to return to the store, repeat the entire process, and potentially send the phone for further evaluation before any warranty replacement can be considered. This experience has been extremely frustrating and time-consuming. My concern is not with Apple's products, which I have enjoyed for many years, but with the quality of service and attention provided at this location. Customers deserve focused, professional support when their personal data and devices are being serviced. Based on my experience, I cannot recommend the Apple Store at First Colony Mall. I may also think twice about continuing customer loyalty with Apple.

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