Lab9 - Apple Premium Reseller Reviews 447

I asked for a batter replacement of my iPhone 14 Pro Max. It turned out, my screen was also replaced. Even then, the cost of battery replacement was lower than I expected. The staff were also nice. Best service!

Long read, but worth it—especially if you’re planning to pre-order Apple products from Lab9.

I pre-ordered an iPhone 17 Pro Max (Silver, 256GB) online on Sunday, 14 Sept, around 11:00. To be safe, I visited my chosen pick-up store the Monday and was told i was #2 in the queue for that specific variant. I knew that didn’t guarantee launch-day stock, but Lab9 is a premium Apple reseller—second only to the official Apple Store—and their email even says, “You’re in safe hands.”

What happened:
Launch day came and went, then the weekend, then Monday—no phone and no ETA.

My main issue is Lab9’s pre-order strategy: they took full payment without indicating when stock would arrive.

Other Belgian retailers either marked the phone out of stock or provided an estimated date. I even saw Amazon stock appear and sell out while Lab9 still had my money.

I requested a refund on 22 Sept and received it on 24 Sept. That same night I bought a 512GB Silver 17 Pro Max directly from Apple and picked it up the next morning.

Customer experience on the phone with the pick-up store:
The staff member didn’t ask for my order number. After hearing I’d pre-ordered, she assumed I wanted to cancel and mentioned they had 300 orders, implying I wasn’t the only one waiting. There was no attempt to offer solutions.

How Lab9 can fix this:
Coach front-line staff on composure and retention. When a customer has paid in full and is waiting, don’t be abrupt—offer alternatives (refund + reservation, different configs/colors, or clear timelines). I understand there likely were other clients before me angry about the situation

Don’t take full payment without stock certainty. If you run pre-orders without confirmed allocations, make it crystal clear that stock and timelines aren’t guaranteed. Consider a small deposit rather than full payment, and offer pre-order incentives (e.g., priority allocation, accessory voucher). But bottom line dont take peoples money without guranteed stock. Thats criminal!

As of 25 Sept, the site still lets me pay in full for a 17 Pro Max without any stock indication. *facepalm*

Bottom line (TL;DR):
If you’re considering a Lab9 pre-order, don’t—at least not until they fix the process. There’s too much uncertainty, no clear communication, and your money can be tied up with no timeline. It has been a 1 star first time experience with Lab9. They migh be great with normal non-pre order sales ... but pre-orders i would choose someone else.

Lab 9 did a great job repairing my MacBook Air, which had been badly damaged at home in an accident. This required both a new screen and a complete new case. Lab 9 were polite and courteous and they carried out the repair swiftly and effectively.

I am from the US and I came in to get a European plug for my adapter. They unfortunately did not have one to purchase but they ended up just giving me one that they had in the back. I thought that was so generous and kind. Which is also a reflection of the staff here. I am just visiting but I would make this my local Apple Store if I lived here. 10/10!

online shop is terrible, i ordered 2 macbooks and cannot even get a delivery date. Its now a week and half later. Nothing.

In store great service by Toby in Kortrijk but their webshop let them down

Heel goed geholpen door Christophe in Lab9 Theater.

First time I went there, I was interested in the MacBook Pro M3 - 8GB. I also wanted to know if they sold separate eartips for AirPods Pro. The lady couldn't answer me and had to wait for a different co worker to get some answers.

He guided me very well and asked me all of the correct questions. I went for the MBP M3 8GB. A few weeks later, I noticed this wasn't the MacBook I needed and contacted the store to trade it in for an M3 Pro 18/1TB. I was lucky they wanted to get back with 20% of retail price. (Since it was my own fault)

I'm very happy this was possible because this really made my experience there very positive. My next Apple products I will definitely buy there.

- LD

Lab 9 does NOT offer the same guarantee as you get in any Applestore worldwide. Bought a MacBook Air 15 qwerty. After downloading I saw that 256 G would not suffice. Lab 9 totally unwilling to honour the 14 day return/exchange policy that Apple has worldwide. NEVER AGAIN...

Lab 9 in Hasselt, Limburg, guys I met Andre the apple specialist, please you have to meet him once your apple product does have an issue… Quick guy with smile on his lip on Monday with a lot of customers behind… Top service… I recommend Lab9 in Hasselt because of ANDRE 😎

Avoid this retailer, if you want to buy Apple products. Go for cool blue

Wout was really efficient yesterday when attempting to resurrect my email account. (Old lady problem- I’ve forgotten the password!). He’s really cheerful and friendly as well as being efficient. We’re hoping it will be sorted by Google on Monday.

Unfriendly and misleading staff. Terrible return policy (no open box). Apple store within 15 minutes walk, you get kinder, better qualified staff, faster service, and 14 days returns no-questions-asked. Coolblue is even closer and has excellent service and returns.

I live in the area of the store. I used it often to buy small items. Staff was never friendly but I never paid attention. My wife once went there for repairs, they quoted very high price and long turnaround time. She eventually went to Apple for faster cheaper service.

A few days ago (September 6, 2021) I purchased a Mac mini from Lab9 in Brussels, Saint Gilles. I was trying it out having read good reviews but I wasn't sure it would work for me. I asked the merchant twice if the shop had the same return policy as Apple. Twice he confirmed that. I went home, I tried the computer on my system, it was too sluggish and did not offer the solution I was looking for. I repacked it and went back to the store and was told that an open box is not eligible for return. I argued that I was misled by the seller into purchasing the computer but to no avail. I wrote and called and was given the same message by equally unfriendly managers.

I went back to the Apple store in Louise (15 minutes walk, 8 minutes tram) and they confirmed that resellers have the right to their own return policy. The question is then why would anyone use a reseller if an Apple store is within reach. I should add that there is also a Coolblue about 10 minutes walk, which also offers no questions asked returns and friendly service.

It was a sad experience, greedy company trying to make a sale at any costs, and losing clients in the process. This behavior of course is harmful to Apple's reputation. Spare yourself the agony and walk to the nearest Apple store or go on-line.

incompetent, service quality below zero, no knowledge about a little bit older Apple products and also an arrogance which is outstanding. We'll never enter this store again - better buying via internet!

Took my Macbook Pro in as it came under a recall program from apple with several issues. On the apple site I checked my serial number and it stated that the computer would be fixed free of charge. Lab9 mailed me an estimate of more than 1000€ to fix a computer that costs approx the same amount to buy new. If I hadn’t challenged them they would have said it wasn’t a free repair. When i challenged them they made some excuse that they didn’t know it was a recall product from apple even though i brought it in for this reason and told the guy several times. They do this consistently to try to get people to buy new products from them. They are scammers and they are blackening the Apple brand name. Why Apple continue to allow them to trade under them is a mystery to me!! I will never go back to this shop and i will tell everyone i know to avoid it. The staff are also very rude. Customer service is 0,00%