So there are a lot of smart, nice people who work here, especially at the Genius Bar. But the managers are extremely uptight about masks. If you don’t want to be rudely told to “pull your mask above your nose,” then avoid this place.

Brought in my MacBook for faulty butterfly key repair. In and out in 20 minutes. The repair is going to take 7-10 days so the team recommended I buy a new computer and then return later. This was a great idea and Im glad to be working with this store.

Thanks for fixing my issues quickly and also patiently because you were about to close up for the night but still handled everything I needed with grace. Thanks again.

Thanks for making my phone work again. You guys are great.

This store has an excellent selection of products. The staff is amazing. The employees I dealt with were second to none. They were extremely professional, knowledgeable and efficient.

Karsyn (our rep) was OUTSTANDING! Helped my 82 year old mother purchase and set up a new iPad with the patience of a saint and strong technical support skills. Reminds me that Apple customer service is one of the strongest features of their products. If they were a little less expensive I would be a customer for life.

Sad looking store. Sales folks though professional didn’t seem very keen on energy or in helping customers

Great service got a lot of help and one of the workers made my little brother over the top happy, my little brother has autism and one of the workers gave my little brother an apple bag and stickers.

Too crowded. way to many people. Unfortunate circumstances. Great customer service.

Worst customer service I’ve ever had at any store in my life. I’ve spent thousands with apple over the years and came in to get a new case and apparently I had to know exactly what case size color and texture I wanted and had no option of just looking around? Not even stand at the front to look at the cases. Ill be taking all my business to Best Buy or something that is NOT Apple , especially at the briarwood apple store.

Coach Michael Kors Victorias Secret American Eagle and Abercrombie Hot Topic Journeys for kids lots and lots of good storesA kids area too

Came to upgrade my Apple Watch and the person who helped me was absolutely wonderful. Regrettably, I cannot remember his name, but he was friendly and personable and made my shopping experience comfortable. I genuinely appreciate his honesty in helping me find the right item for me instead of continuously trying to upsell me for the sake of sales goals. Honestly every time I’ve come here for shopping and for getting my products fixed the employees have always given honest recommendations for whatever is best suited to me and I appreciate that so much. I will continue to come to this Apple store because of these wonderful employees.

Kyle @Apple Store 👍 best customer service today !!!

Very busy store. Nice staff

If I had it to do all over again, I would have bought my ipad from Target.

The only apple store in Ann arbor, so it is always busy. The staff are very helpful and will have you in and out with exactly what you need in no time.

Great survive very helpful. It is what an apple store should be

Crowded AF. Engaged Staff. Two different Security outfits stationed at store entrance.

Ordered online and picked up. No issues. They did provide me with a mask to enter the store in June 2021.

I called and asked a question and they just ignored me and hung up on me.

The service was great. As usual. I would expect nothing less from Apple. I did question the need for five security guards outside the door. Im sure its in response to what Apple did to Parler. Quite honestly, it made me unsettled.Beat them over the head with my Mac?

Great place, they are working with care because the covid19. We bought by phone e picked at the store. Was a great experience. Thank you!

Staff people were for sure not the ice at Apple employees I’ve ever worked with. Pretty generally not super helpful and the new pandemic way of helping customers at this location seems very inefficient. The employees at the one in Troy are much nicer, help more than 2 at a time, and are much more pleasant.

HoT ĞĮrł §ümməŕř!!

Very good experience, perfect service and solved my problem with my old iPad.Will always use if necessary.

I came to the store and to buy an iPhone ; just received instructions in how to order online; once there I waited there for two hours and a half; when it was time for pick up, I couldn’t pick up because I wasn’t listed; I returned two hours later and waited 25 more minutes in line, just three people were doing customer service and 5 more were more in the back doy be something unknown, it was a really poor customer service than expected

Beyond happy and impressed with the Apple team at Briarwood mall.Matt was so patient and so helpful. Brett is a magician. He was able to solve my issue within moments. Lauren was so pleasant to work with. I had a pretty frustrating issue and she didn’t even flinch.In these times it’s difficult to see the positives. Everyone was so calm and friendly. They wanted the solve my problem. That was refreshing.The Apple team made my reentry into the retail world painless and seemless.They set the bar.Thank you for being so customer oriented.

I had a wonderful experience! The safety procedures in place made me feel very comfortable entering the store. I am sad to say I do not remember the name of the gentleman who assisted me, but he was extremely helpful! He was able to help resolve the issue with my MacBook and explained to me what he was doing and what was going on with the computer. We had very pleasant conversation as we waited for my computer to update and I am extremely thankful for his help! Thank you!!

Went in yesterday to get a new phone/laptop. I was sooo impressed with everyone at this location. Very professional and knowledgeable. The sales associate who helped me was Matthew. He was AWESOME! I had so many questions, and he answered them all. Matthew was very patient. I wish I could get service like this everywhere. Great location and I will be back!

I had a very ugly experience with the apple care+ service. When they sell me care+ everything is described brilliant. When I have my iPad send to repair, they just don’t let it happen and can not provide a reason.

Sad to see this wonderful mall so empty at 1:00 just a week before Christmas. The security and sale tech couldnt have been more helpful. Thank you.

Not a fan of products especially their prices and just the store process.

Often crowded, once saw some person with a mask below their nose

I needed a new phone and was switching from Samsung to an iPhone. I knew nothing about the iPhone so wanted to go in and have someone help with my selection instead of just ordering online. Made an appointment during the pandemic. This Apple Store took my temperature before going in, made sure that I made an appointment and then got help right away. They took their time with me, selected a phone and then she suggested that it was okay for me to transfer all my data from my Galaxy to my iPhone even though it took over 45 minutes. She reassured me that it was okay that I was not taking up her time. I truly appreciated her help, the stores Covid procedure, etc. Love my new iPhone 12 Pro!

I called Apple to figure out why I was getting declined and somebody was had hacked my card and was trying to make purchases at Apple and they were being declined so they need stronger security I thought and it was not resolved

Not as bad as I thought

Love coming here cant wait until pandemic is over everything will be open

Good service 👍

Apple Briarwood is generally good, but their process for COVID is a little clunky. Wound up waiting for about 20 minutes beyond my scheduled appointment for a 2 minute device pickup. There were only 2 people handing pickups and appointments, with a lot of people wandering around in the back of the store.

Bad experience with zero customer kindness and treatment. I dread going to this Apple store!

Even with the appointment we had to wait for close to 45 mins and counting.

Great, clean friendly mall. A variety of stores are there Macys, Von Maur, Footlocker, Pink, Zummies and Villa just to name a few. Love going there its quite.

The staff was very helpful

Great staff

Loved the mall but thought it was very crowded for now being the pandemic and no one was following the arrow on the floor and people standing in line were not standing six feet apart no security guard walking around only a driving one just driving around parking lot but everyone was wearing masks and it a very beautiful mall I have never been here before this visit

Regards to the Apple store ;On site manager Brad was extremely rude and very offensive . I have reached out to Apple corporate . I was treated very abruptly way out line. I would highly suggest please handle your business on line where you are treated with respect on all levels. I had plenty of witnesses seems like I was dealing with Romper Room

I purchased an apple tv 4k during the promotional period in BF 2020. I own multiple apple devices but it was my first time buying directly from apple.com. I was supposed to get a 50$ eGift card but I didnt. I called to see if there was an issue with my order or not. A woman from the sales department told me that you have purchased it from the educational storefront while the deal only applies to the US website ( I am in the US) and the price was the same on both websites! (I dont see a point to it, however, this is not the main issue here) I said that I didnt notice and asked if we can make it right now while she yelled at me and said you should have contacted us after you purchased the item and didnt receive the GC. I told her that it is stated on the website to wait 24 hours to receive GC. She again responded with anger in her voice that you should have done blah blah. I have only asked if it is still possible to apply the promotion or not and the answer could be a simple no in a more respectful manner.I am not here to advertise some other company and not a fan of any of them at all but I had another incident with Samsung a couple of weeks ago. There was a promotional offer on Galaxy tab s6 which I believe has been expired by the time I was trying to buy it. However, I sent a message to see if it is possible to get the promotional discount. Again the answer could be a respectful no and I was happy with that also. Instead, they get back to me and kindly offered to refund the difference if I want to buy it, in a really respectful fashion.As I said, I am not a fan of either Samsung or Apple and I believe that Apple is still a leading company in technology but it seems that its leadership would not last very long if they feel they are big enough to ignore their customers satisfaction and treat them with disrespect!!PS: I posted this on Apple communities website and they deleted my post and sent me the following. CRAZY!Thanks for participating in the Apple Support Communities.Hi ...We’ve removed your post Apple.com Customer service because it contained either feedback or a feature request that was not constructive.To read our terms and conditions for using the Communities site, see this page: Apple Support Communities - Terms of UseWe hope you’ll keep using our Support Communities. You can find more information about participating here: Apple Support Communities - How To ArticlesIf you have comments about any of our products, we welcome your feedback: Apple - FeedbackWe’ve included a copy of your original post below.Thanks,Apple Support Communities Staff

Great place and great people. I have visited this place twice time in the past 2months: one time for buying a computer and the other for repairing it T_T.Actually I went to another Apple authorized shop first and they told me to change everything which will cost me about $800+. And I went here, the stuff helped me check my computer working condition carefully for free and there is nothing wrong(after I spilled coffee on it (˶‾᷄ ⁻̫ ‾᷅˵) That is definitely a better place to get professional help!!

The store was completely empty, they had three security guards out front and they wouldn’t see us because we didn’t call first to make an appointment. The store was empty! Insanity, and garbage customer service considering the price of Apple products.

Not always as helpful as other stores I have been with the Apple name. We picked up our order and I could not believe how slow and what I feel unorganized a tech store could be...only was asked five times for the reason we were at the store, seems like they could have shared that with the next person as we were sent to one associate to the next...I can find my phone almost anywhere but they cant track customers from one check point to the next.

Nice mall

Ryan was super helpful and answered all of my questions, which there were a lot. He helped me find the right computer for me. Thank you!!

Came in for a new laptop and Kevin was tremendously helpful! Answered all of our questions and spent all of the necessary time setting it up. Made us feel very comfortable and not rushed in any way, even though the store was quite busy. Thanks again Kevin! You rock! 😊

Shameful excuse of a store sold me a defective MacBook charger

I didnt go here I walked passed. They had no line and two security guards.

A Necessary Evil?Possibly the only reason for some people to go to a shopping mall during a global pandemic. However, strict rules for masks and social distancing guidelines are followed by all who come inside this haven of tech and customer service.

It took more than 30 mins for a simple pick up. Choose a different store.

Great customer service experience at this Apple Store. Directly after entering the store I was kindly asked by one of the many employees, how he could help me. I wanted to buy a very special adapter for a charger of mine, which was a kind of unusual request. At first he told me that I was not able to buy this adapter separately. In the end he made it somehow possible for me to buy this particular item. A great example of a customer service that tries to fulfil any customer request in the best way by just making things possible and deviating from the standard protocol.

Did not go to this particular store while at the mall.

Had a robotics class for my girl scout troop here for FREE! It was great and the staff were amazing!

Unfortunately, I received one of the Apple Watch series 4’s with the “light bleed” issue. Despite what store employees may say, it’s a well known issue. A quick online search makes that quite clear.The first store employee I dealt with made no real effort to look at the screen up close or on the UI areas that most clearly showed the problem (hint: notifications). He just took a few notes and said he couldn’t see it. He let me know they could send it in without “visual conformation”, but that the repair center likely wouldn’t repair it. I figured it was worth a shot.Unsurprisingly, they did no repair (Which, in this case, would have required replacement. Not my fault you made an unrepairable device, Apple). They simply sent it back a couple days later.I came back in and attempted to talk through the issue with the store manager. He started by parroting the same statements as the first employee. Then, he Informed me they had completed all the usual diagnostics with no issues found. But, interestingly enough, he could not tell me what diagnostics, if any, are used to check visual issues (color/brightness panel consistency) on a watch display. Great job, bud.So, if they don’t want to acknowledge a known quality control issue, they won’t. They just deny, deny, deny, and act like you’re being unreasonable. Quite laughable.I’ve owned many apple products throughout the years and the Apple Watch series 4 (base model) is worth avoiding.... as is the Briarwood Apple store. Especially if you need non-deductible Apple-care warranty issues resolved.Apple charges premium prices, so I expect premium products and great customer service. Neither was present this time around.

Its hero

I will start off by saying this. I am not a fan of Apple products nor do I own anything that is made by them for various reasons I am not going to list here because that is not what this is for. My g/f has an iPhone which is how I ended up here.With that being said, this location has hands down some of the best customer service I have received anywhere. We showed up at 8pm (after spending hours at our cell providers store with no answers as to what was going on with the iPhone). When we arrived it was packed with only an hour til close, and there was an hour wait to even possibly get the chance to see a tech about fixing the phone. They took our name, and we waited. Within a few minutes we were seated at a table, and within a few minutes of that we had a tech at the table with a laptop ready to diagnose and help with our issues. They make the experience seem personal and like they really care about your product issue(s). The issue she had was a known issue with the model iPhone she had and after finding out that she had Applecare, and it was still under warranty, they replaced it no questions asked.The customer service was so top notch they almost converted me into an iPhone user (kidding never gonna happen, but the experience was excellent). There are a lot of companies out there that could take notes about how Apple handles their customers and customer care. I wouldnt hesitate heading back here again if we have any more issues with her phone.

Made an appt at Genius Bar. Very knowledgeable and resolved my issue right away. Even spoke with the manager who was very kind regarding the issues i was having with my phone which was beyond his controls. However he wanted to make sure I was happy

Stellar experience. Aaron met me at the front door, helped out with my pickup, and pointed out both a student discount and a back-to-school deal that Id missed online. He then proceeded to wrangle through multiple returns and credits until everything was correct. Knowledgeable, friendly, and efficient - my experience was excellent.

This apple store is cool 🤗

Person on the phone said you cant make an appointment with us They are open and techs are there even with apple care wth

Excellent service from Wes. I was in and out with a new iPhone, everything moved over from my old one, with a trade in within an hour. The place was filled with people too. I was very, very impressed.

Amazing place with all the best that Apple has to offer. The customer management system is well defined, and while wait times can be long - when it busy, one doesnt get lost (in the system), fear not, for a well trained associate will be along (eventually) to aid and assist. A cool place - check it out!

I understand we are under a time of pandemic, but their sales associates have really let it get to their heads. I spent entirely too much time attempting to pick up my new iPhone, but they were apathetic, rude and unprofessional.

Knowledgeable and helpful staff

Visited this store to have my cracked iPhone 8 screen replaced. I had a 11 a.m. appointment. Only waited a few minutes for them to accept my phone, and they had the screen replaced in under an hour. The employees were courteous and plentiful when I visited the store. I will be back for any further issues with my Apple devices.

I came in under the impression that my phone (water damaged) would be unsalvageable, but Chris worked some magic and now Im going to be able to get my data back. He also gave me some really good advice about how to get it fixed at a reasonable price, and how to keep this from happening again. Thank you, Chris!

The staff is good but let me tell you I hate going here because they keep it too cold. Can someone please turn down the AC so we can shop comfortably. Paul the manager rocks!!!!!

Lightening fast service and expert comprehensive care. Our software and hardware repair issues were resolved 1st the Genius Bar with gracious explanation and, when required, fair cost. 11/10, would recommend.

Great service

Fast comprehensive service. Knowledgeable staff. Truly solved my hardware problems when in a bind. Like any apple store I recommend an appointment , but they were very quick to see me within mins of arrival. 10/10 would use them again.

This place is horrible. Like your products are so complicated you need a store to explain how to use them... or your products are so poorly made/designed that you need a store to fix them.. either way Android doesnt need a store just saying....

No help trying to buy a new computer. Couldnt answer a few simple questions about my military discount. Referred me to a third party for confirmation but had NO information about the actual process!

One of the worst shopping experiences Ive ever had. Tried two different times to ask a question/make an appointment for service. Each time I waited more than 20 minutes on the phone. Then I went to store where I decided to purchase a new phone. Over the course of two hours, I was handed off to five different sales people. It was noisy and claustrophobic. Finally it was done and I took my new phone home, only to find out that it didnt work. I could not make a phone call with my new phone.The next day it took 1 1/2 hours with Verizon, who told me several things that Apple should have done but didnt. There are still problems, so the manager told me that he would make me an appointment with the service department. Guess what? He never made it.After all this, my husband who had thought he would also buy an iPhone, decided that if this is the kind of service that Apple provided he would stay with Samsung.

Three visits for a simple battery replacement with no resolution. First visit, they were understandably busy and I didnt get to talk to anyone. Second visit they didnt have the part. Third visit they didnt have a certified technician. Do yourself a favor and order a third party replacement kit online - youll save time and money.

I was having an absolute awful morning today and I opened my brand new Macbook to realize I had the wrong one. I went back to the store and these two lovely angels helped me out and helped cheer me up, as I had been in tears all morning. They completely turned my day around while also getting my the correct laptop. There was a price difference, but that didnt matter to me. Their kindness was exactly what I needed and Im so thankful for them! Absolute fantastic customer service. Would recommend going to this Apple store 12/10. Thank you both so much! Hope you see this.

This is a great place to learn and have a since of Community. They just need to warm the place up a bit!

I am EXTREMELY PLEASED with the service that I received from Chris. I was late for my appointment and was told that I would basically have to wait 1-2 hours to get help at the Genius Bar, but luckily a young lady assisted me with a way to help save time by helping me back up my photos before they did a update, Incase my phone had to be completely erased of everything. Well once she left Chris came to help me, and he went over&beyond to get the problem resolved. Chris solved my issue within 30-40 minutes which beats the amount of time that I spent on the phone with Apple technical support prior to going in-store (3hrs phone time). He has a great personality (we laughed the entire time sharing stories), so time passed rather fast. By the time I was finished getting serviced I looked around and every customer was gone...... he stayed after 1hr 18minutes assisting me. It gets no better then that. I needed my phone to work because I use it for work, so he wanted to make sure that I could make my shift that evening. Overall I rate this store 5+ stars.

Restored my phone, even though it had already been restored and I told them that. Issue still persists! Thanks for nothing Apple. Will be contacting corporate since they are just there to waste your time if you’re not buying anything.

Took my exchange student to pick up S 10. She received great service and all the help she needed. On the way out i quipped that I wouldnt be back because I have a Galaxy 6 that takes a licking and keeps on working. Apple products are notorious for breaking one day after the warranty expires.

Small yet convenient and reachable store without much wait times to get the Apple products we need!

It is ALWAYS best to make an appointment. I made an appointment, was seen around that time, the tech was very helpful and courteous.

Had a pretty good experience here. I scheduled ahead of time... my macbook was overheating a lot. Turns out I just needed my fan cleaned and the staff was nice and helpful. I was in and out fairly quick.

Dave was a great employee. Super friendly and funny. His service was quick and efficient. Never expected the visit to be so positive. Thanks so much Dave, my daughter is back a happy camper. 👍😁

Closed why would Apple be closed hthey are never closed

Nice store and friendly staff

I’m very disappointed in the service of this store. The employees are far more concerned with quoting policy than being empathetic to customers. When you have a malfunctioning device, they will find a way to charge you for it. It is a far cry from the customer service that should be behind these products. Technology will sometimes fail, but having a apathetic attitude and quoting policy time and time again is not the way to support your customers through technology fails.

Great service and friendly staff. I enjoy visiting this place for service or buying new products

Asked a young male to assist in unlocking my Apple I pad that was purchased in Oct 2012 at a charity auction. Apparently Apple did an update and found an old apple ID and password which I forgot and , therefore, could not get in it. I was given two options, one to miraculously remember my old id or present a receipt of purchase from 2012. I had neither and he then stated I should dispose of my i pad responsibly.Went o the Apple store in 12 Oaks with my husband and they resolved the issue with management assistance. I will NEVER go back to Apple store in Briarwood and ask for assistance from an employee who obviously doesnt know as much as he thought he did.

I came in this afternoon for a MacBook Air charger that I needed ASAP. Chris helped me throughout my purchase and went above and beyond. All of the team members were super busy with guests, but many of them checked in with me while I waited to make sure I was ok. Thank you Chris for your empathy & thank you to everyone else in the store that made my experience positive.

Believe it or not, the problem work my iPad was fixed promptly. Will go to this storefront again.

Had a great experience at this store. Our wait time for service was around 20 minutes. Cole was our apple genius and he took care of all our needs across 3 devices and my Mom left there confident. Her devices are all synced now and life is good. Its only been 2 days but shes got this!

Very fast service even though there was a line to get into the store. They fixed my laptop free of charge and educated me on how to fix it if the problem were to come back. They also don’t work on commission so they’re not going to pressure you into buying anything.

I call the store to ask how much for replacing my battery of my phone and after 10 minutes waiting the y would not tell me the price until I go to the store