Apple Annapolis

Staff was super helpful. Great customer service. Genius Bar team was did a great job.

- John Alter

If i could leave zero stars i absolutely would. The most inefficient, lousy apple store i have ever had to go to. i had to go in for what should have been a simple repair and ended up taking four trips to the store, all of which were drawn out much longer than they needed to be. Probably spent 10+ hours on something that should have been a 1 hour task. You leave wondering if the employees are just sitting in the back doing nothing, they definitely are not trained in how to do their job. After this experience I would definitely not recommend spending the money on apple care and would probably just recommend getting an android

- Mary Beth

After reading all the negative reviews, I can honestly say they are all completely accurate. My experience was a nightmare from start to finish. I initially went in with a camera issue covered under warranty. After a diagnostic, they told me that the camera was the only issue, but that the back needed to be replaced because it had a crack. The crack had no holes or shards, but I was told I’d only be charged for the back repair since the camera was covered. I declined the back repair, but when I left, my phone went haywire. I couldn’t access email, my texts turned blank, and the phone was making random calls to my car. Frustrated, I returned a second time and asked them to investigate further since the camera and the software issues weren’t related. The employee said the crack in the back was causing the problem because it supposedly affected the phone’s pressure. The issue had been there for 10 months with no problems, but I reluctantly agreed to proceed. Now, here's where it gets really bad: they tried to charge me for the camera repair, even though I was told it was under warranty. I argued with the employee, and after a manager (Perrish, I believe) stepped in, he agreed the camera should be covered. He confirmed I’d only be charged for the back repair—$200. I was told to just walk in the next day,- even after I asked to make an appointment. When I arrived at 11:30, I was told the phone wouldn’t be ready until 2:30. since I live an hour and ten minutes away, I left to grab lunch, wasting time, and returned at 2:45, only to be told by one employee it wouldn’t be ready until 4:30. When I asked another employee, he claimed it was ready. This kind of inconsistency is maddening. How can two employees at the same location give such different answers? I was instructed to go wait for my pick up, only to have the employee at the counter tell me my phone wasn’t ready, despite the other employee saying it was. When I questioned her about the conflicting information, she couldn’t explain it, just shook her head. This same employee who had never greeted me earlier started chatting with other customers, complimenting them on their clothes, completely different interaction than with me. The whole experience was a mess. The staff was disorganized, unprofessional, and unhelpful. They couldn’t answer simple questions, and when they did, their explanations made no sense. The customer service was awful, and the lack of knowledge and communication was astounding. I’ve never encountered such a frustrating and incompetent group of people. They need an overhaul of new employees who actually are knowledgeable, helpful and friendly. Don’t waste your time with this location.

- Bryan Muchmore

Waste of time. Got bounced between multiple employees to service bad airpods. Only recommendation was to replace them for 200$. Why would I repurchase the same expensive product that failed quickly. Just going to stick to Galaxy.

- Joshua Ciocco

On 2/14/25, at approximately 1256 hours, I went to the Annapolis Mall Apple Store with the intentions on purchasing a watch band for my Apple Watch Ultra 2. When I walked into the store, where there was a Caucasian female & male sales floor associates that did not speak to me as I entered. They were not helping any other customers. I proceeded to the display table with the Apple Watch Bands and was still not approached by any sales associates. As I was looking at the Apple Watch Bands, I noticed the Caucasian male & female sales associates greeted several other Caucasian customers that entered the store, but did not speak to two African American customers that entered into the store. After about seven minutes I spoke to the security guard and voiced my concerns. At this moment, the female Caucasian sales associate approached me and asked me if I needed any assistance. I stated I wanted to purchase an Apple Watch Band but did not like the perceived inequal customer service I received compared to non-African American customers. I left the store without making any purchases and will not come back to this location. As an African American male, I felt that I was discriminated against by the sales associates at this location and was only offered assistance after I was seen speaking to the security officer voicing my concerns.

- will harris