This location is always packed. It's a limitation of the space, not the employees. I've been in here, waiting for a repair, with 20 different employees on the floor, trying to help 40 customers. So the point of that description is, don't expect the fastest service. Come into the store knowing that though, and you should be fine. It's not a bad experience - just not the quickest. Apple needs to open another store in the area to relieve the pressure on this location.