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December 2025 by Rara
My excitement of getting a new phone was unexpectedly changed to a huge disappointment after treated unfairly in store. I don’t want to say the R word but the staff really made me feel that way. After years of being an android user, I decided to have my first apple phone but then transferring my data from one phone to another had some issues but I know they could do something better to have a better outcome. First red flag, I had to ask help from the staff to teach me how to transfer my apps and etc from one phone to another. She told just handed the phone directly to me inside the bag expecting me to transfer it on my own. If this was the case, i would have just ordered it online and not go to an apple store. Next, was the staff kept on leaving me on my own and catering the other person since it was busy, but by the time she was able to fully assist the other person, she adviced me to do everything at home. As a newbie in this world of apple, it wasn’t easy for me. I noticed some staff were also having trouble with other customers but I didn’t see them leave their customer on a hanging question like I experienced. I am just so disappointed with their service. I had to do manually things on my own at home since I felt this kind of treatment in the physical store.
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December 2025 by keri scaggs
Stopped in on Sunday right around the time of opening, needing to see what options were available for an iPhone upgrade. These stores can be a bit overwhelming for an old codger like me. LOTS of activity going on, but I was immediately helped and directed to the right spot. Everyone was informed, helpful and friendly. Seems in today's world you are lucky if you find one out those 3. Really appreciated it on a cold and blustery day.
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December 2025 by Jessica Johnson
Would've gave them 5 stars but the place is hella packed and kind of difficult to find. I parked in a spot that said 10 minute parking and had to walk 5 minutes before I could find the place,so I was 15 minutes late for my appointment but they were very understanding and seen me right away.
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December 2025 by S Barron
Just had such a great experience at the Apple Store. Looked really busy but Matt helped so quickly w all the help I needed. Yay Matt!
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December 2025 by BOBBY MENDEZ
Was told an hour wait was necessary to secure an appointment to look at our MacBook. Fixed myself at home after watching YouTube videos
Probably could have sold me a newer model if wait time wasn't so long.
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December 2025 by Jason f
There a joke. Took my moms phone in to have it looked at many times to have it looked at. While it was under warranty. Because have to be on speaker to be able to here. They took it to the back supposely tested and said nothing wrong.
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November 2025 by Rosemarie Hunter
I had a wonderful experience all because of Gustavo, a true genius!!! He was professional, courteous and very knowledgeable.
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November 2025 by Phil
These guys came through. I love it after Best Buy messed up my phone after battery replacement. I had to take it to a legit place. Be bad it was by mistake for going to Best Buy. I should’ve came here first thank you guys. Appreciate it. Oh, PS Best Buy replaced my battery is messed up my screen. The Apple Store came through and replaced it for free thank you guys again.
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November 2025 by John Moreland
I went in to get a new battery for my IPhone. They asked to see my AT&T app and told me I could get a better deal by buying a 16e phone from AT&T for $5.99 a month. I took this deal and then after getting billed for $16.64 a month for the phone I contacted AT&T and they advised me to go into the store at Fritz farm to get it straightened out. I did, talked to Roger. He looked at my AT&T app and told me that the $5.99 deal was only for people with unlimited plans. I responded by telling him that they knew that they sold me the plan and now that phone was going to cost me $600 and all I need was a new battery, he told me he would contact At&T and send me an email the next day. Five days passed and I contacted AT&T directly and changed my plan to an unlimited plan (which I did not need) in order to get the $5.99 a month installment plan. Do not trust the employees at this store, their incentive is not customer service but rather to make money for the store using unscrupulous tactics.
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November 2025 by walex solution
for all customers apple
After years of dealing with your company, I feel compelled to express my deep dissatisfaction with the customer service experience at your store in Lexington, Kentucky. Unfortunately, a significant portion of your staff—at least 60%—are simply unfit for customer service roles.
Here are the main issues I have consistently faced:
• Arrogant attitude: Many employees act as if they are above the customers, rather than service providers.
• Slow service: When a purchased device has a defect and needs replacement, the process is unnecessarily slow and frustrating.
• Unhelpful questions: Staff often ask irrelevant or “stupid” questions that waste the customer’s time instead of solving the problem.
• Security presence: The store feels more like it is protecting employees from customers rather than protecting the products, which creates a hostile environment.
• Poor management: The customer service managers are even worse than the staff, showing no leadership or accountability.
This combination of arrogance, inefficiency, and incompetence makes Apple the worst company I have ever dealt with in terms of customer service in my city. Sadly, there are no alternative centers here, which forces customers to endure this poor treatment.
This will be the last time I deal with Apple. If I were in charge, I would ensure every employee received proper training in the art of customer service before being allowed to interact with customers.
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October 2025 by vio lator
they lie about apple care coverage.
i paid for coverage for years just to told that could not help me. at first they stated they could trade in my phone then proceeded to down play
canceling coverage was a rough problem but apple support did state that apple at fritz farm should have upgraded my phone
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October 2025 by Mbala Kasongo
Mason sent me to another store to get my equipment change. I drove to Paris it to Lex ky for an easy fix. Thanks a lot, you guys blow.
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October 2025 by muna Mahamoud
Need to work on customer service
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September 2025 by Makenzie Burford
The worst customer service would be a compliment. That would require the store has customer service.
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September 2025 by Robin Goolman
I had bought a new iPhone at my service provider and my old phone had run down so I couldn’t transfer my data to the new phone. Went home and charged the old phone, but being technically disadvantaged I messed things up. Went to the Apple Store at Fritz Farm and very pleased with the service. Jimmy registered me in, told me would be about 45 minutes because they were very busy. My husband and I went window shopping for a few minutes and then sat outside. Jimmy came and got us and said Haley was ready to help us. Haley was very knowledgeable and quickly helped us and answered all our questions. She was very helpful!
