Apple Mall of Louisiana

I am deeply disappointed with the Apple Care process and the specific experience at this Apple Store. My wife’s iPhone 14 Pro had a shattered back glass, moisture damage, and a green front screen, but the process to resolve these issues was unnecessarily lengthy and poorly handled. After dealing with extensive back-and-forth over the phone and visiting multiple locations, we learned that we could no longer use Assurant insurance through T-Mobile, as Apple requires claims to go through Apple Care. To avoid paying nearly $1,100 for the express replacement option, we decided to visit the nearest Apple Store. At the store, the representative assisting us failed to inform us that the phone had to be backed up to iCloud before initiating the replacement. Worse, the only way to back up the phone is by paying for additional iCloud storage—a detail no one had mentioned to us previously. Without this knowledge, we proceeded with the replacement, assuming the data was secure. After setting up the replacement phone at home, we logged into iCloud to discover that none of my wife’s data had been saved. We immediately reached out to the store the next morning, hoping they hadn’t shipped out the broken phone. While they confirmed the phone was still there, their in-store support was dismissive and unhelpful. A rude associate insinuated that it was our fault for not paying for additional iCloud storage and that there was no way to retrieve the data. We made it clear that we would never have initiated the trade without ensuring the data was saved, given the value of what was on the phone—nine months of memories, including our firstborn’s pictures and videos, like her first steps, words, and laughter. Despite our frustration, we were repeatedly told there was no way to recover the data, and manual transfer options (such as connecting devices directly) are no longer available with Apple. Desperate, we contacted a third-party phone repair service, which informed us that a temporary screen replacement could allow us to back up the data to external storage before completing the Apple Care process. Unfortunately, when we called the store again, we were told the broken phone had already been shipped out, leaving us with no options. This experience has been nothing short of devastating. The lack of transparency, poor communication, and outright dismissiveness from Apple’s customer service and policies resulted in the loss of priceless memories. My wife, a lifelong Apple supporter, is now planning to sell her Apple products and move to a different platform, such as Samsung Galaxy, to avoid further issues like this. It’s unacceptable for a company of Apple’s stature to create such a rigid and consumer-unfriendly process. Losing my time and effort is one thing, but losing irreplaceable moments of our daughter’s life forever because of Apple’s policies and poor service is something I will never forget. Apple has not only lost a loyal customer but has failed us when we needed them most.

- HD Drifts

Came back to the store because the first time I came I waited for almost 2 hours for someone to assist me. When I came back I waited even longer. There are employees who are just standing around or are standing around talking to each other or going to the back after seeing me sitting waiting to be assisted. Customer service sucks.

- Lee’s World !

The Apple Store in Baton Rouge consistently delivers exceptional service and a seamless experience every time I visit. From the moment you walk in, the staff is welcoming, attentive, and ready to assist, whether you’re there for a quick purchase or need more in-depth support. They are incredibly knowledgeable about all Apple products and take the time to answer questions, troubleshoot issues, and provide honest recommendations tailored to your needs. The store is well-organized, making it easy to find what you’re looking for, and the check-out process is always fast and efficient. I recently had a technical issue with my MacBook, and the Genius Bar team was outstanding—they diagnosed the problem quickly, explained everything clearly, and had it resolved in no time. It’s clear that customer satisfaction is a top priority here, and the overall professionalism and care make it a standout retail experience. Whether you’re upgrading to the latest device or just stopping by for advice, the Apple Store in Baton Rouge is a great example of top-notch service done right.

- Ernesto Ticiano da Silva

My wife went to Apple Mall of Louisiana for a pair of ear buds. Travis was the salesman and he could not have possibly been better. He explained the products in layman’s terms so that even a non-techie person could easily understand. The store was bright, clean and very vibrant. She made her purchase and left feeling very good. A really positive experience.

- Louis and Elaine

Slow Laptop, Long Wait, No Restroom On the 15th of April, I paid a visit to the Apple Store because my laptop, which I heavily rely on as a student and entrepreneur, was experiencing significant slowness. Although I had purchased it brand new in 2015, it was not performing up to par. As I entered the store, I found myself unacknowledged by the staff. The security officers, however, informed me about the necessary procedure and directed my attention towards two associates engrossed in conversation while leaning on the counter. Approaching them, I explained the purpose of my visit, and they informed me about a waiting list and the subsequent steps that would follow once my turn arrived. I agreed and inquired about the restroom. To my disappointment, I was informed that the restroom was currently unavailable due to remodeling, and I was advised to use the facilities located in the mall instead. They assured me that I would receive a text message as soon as a "genius" was available to assist me. As I made my way to the mall, I couldn't help but notice the considerable distance separating it from the Apple Store. Although relieved when I eventually located the restroom, my excitement was short-lived as I realized there was a line. While waiting, I received a message from Apple, notifying me to meet with a "genius" at the Genius Bar. Fearing the possibility of missing the opportunity to address the issues with my laptop, I decided to leave the line promptly. Returning back to the store I walked over to the nearest associate and advised them of my text messages they then walked me over to the “genius bar” where I waiting approximately 7-10 minutes for a genius. I shared my concern with the associate and he explained he would do a diagnostic test on the laptop to check the hardware. I asked about a master reset to save time because I had to go to the restroom his response was to just go use the one in the mall. I explained that I tried but was unsuccessful because of the time allowed. As the conversation progressed and the assessment of my laptop continued the associated kept harboring over the fact my laptop was so old, showing obvious frustration with the inconvenience of an older model laptop I asked for another “genius that could demonstrate more patience and more professionalism. The "genius" assured me that he could resolve the issue with my laptop if I was willing to leave it at the store and return later. However, due to my circumstances, I couldn't feasibly leave my laptop behind and agreed to attempt the reset from home. Regrettably, the reset was unsuccessful, and my laptop ended up in a worse state than before. It failed to reboot itself and is now rendered completely useless.

- Kay Harris