Apple Store

On sept 22 i was standing in front looking into the store legally and the guy would not allow me too. He was very rude and not friendly at all. He kept telling me “no commissions” For some reason. He mad me feeling feel as if i couldn’t even walk past the store. And as i stood next to him he kept telling me to keep walking. I was trying to buy a iPhone but he wouldn’t even start the convo about what i wanted. This is a public area. I can walk in front of the store if i want. He kept making me feel very uncomfortable and not welcome. Like i was just standing there looking into the store and he kept making me feel as if i couldn’t. It made me call him a “A-Hole” as i walked away it was so uncomfortable. Never have i felt more unwelcomed around a apple store. It was the most passive aggressive nice rudeness i ever experienced and 7 hours later i am still pissed. Little does he know i work for corporate and i was doing a “walk thru”. This experience does not fit Apple company at all.

A few months late on this review, but I had an issue where my phone updated during my sleep, and a glitch occurred where the screen was not responding. I had several alarms going off on repeat that I could not silence, and needed to get to bed for work that night. Drove to the Rosedale Apple store and thankfully it was not too busy at the moment and I was able to get right in. Dan checked me in and was great to deal with. After cleaning the lint out of my charging port and doing a factory reset and backup on my phone, Jordon was able to get my phone back to proper operation with the new update. Very pleased with this visit.

Drove 1.5 hours to the store after a customer service representative on the phone told me I needed to go to the store for further diagnosis of my phone issues. They asked me the same questions, the customer service rep asked the manager for questions and they didn’t do any further diagnosing. Told me it would be $400+ dollars. Why did I have to drive 1.5 hours if someone wasn’t going to do further testing on my phone. The worker didn’t physically ever try to touch the phone to address the issues. Complete waste of time. Try another Apple Store if you have internal issues with your phone. Asked for an itemized receipt of the charges labor, parts, etc.. Worker instead came back with a receipt that I declined services. She couldn’t name the part, or even provide an estimate in labor costs. I’d give a half star for this customer service experience if it was an option. The people who helped me managed to have a pulse. That’s about all they brought to work.

Christian was awesome! Brought in an iPad Pro that was plugged in when lightning struck the house. It wouldn’t charge. Christian diagnosed the problem, provided documentation for the insurance company, and got a replacement configured. As a retired CIO, Christian is the type of person I loved to hire. Great technical skills and great customer service skills. Excellent customer service!

No one will answer the phone at the store. Apple Support and other Apple staff couldn’t even reach the store. They are not respectful of disabled/handicapped. Elevator in the mall next to their store did not work and I was locked in it. When I finally made it out and was forced to use an escalator which was very dangerous in my condition, the jerk helping me said “Apple is not responsible for the elevators”. That was the most incredibly asinine statement I had ever heard in my life. I said “obviously not, but you may want to report it to the mall that you rent from”. Spent an hour with Apple support on phone and through messaging and could not get my product or any help or support. I guess I am completely finished with Apple products. Their employees have zero common sense! Why doesn’t anyone want to perform their job duties anymore?? Completely shocked and appalled at Apple as this is just some of many idiotic interactions.

Mary was exceptional in helping us out, she was very tech savvy and helped me through it all without ever pulling out my credit card; all was done from my phone! I was able to find a new 15" Macbook Air and it was a much needed update to the one I've had for 10+ years. Much easier than going to a big box store and being upsold on things, my needs were addressed and listened to in a very short timeframe and we were in and out pretty quickly.

Worse guest service from the store manager that I have ever experienced. I spent $1800.00+ on an IPAD, keyboard, and pencil . The initial purchase and setup went smoothly. I also needed my Face ID fixed on my IPhone. I was told it would just be a few minutes and someone would come over and help me with that. Well a few minutes turned into a lot of minutes, maybe 45, the lady who had previously helped me said she would check, but she was being pulled in three directions. Then a young man came by and I asked him when I was going to see someone, he looked up my name and said oh!, your sitting at the wrong table. I am then moved to another table with at least 5 other people waiting for service ahead of me. I am now upset, the manager came over and told me “well you came in to buy an IPad, the iPhone getting fixed is different, you’re going to have to wait. I was told 10-15 minutes and now it’s been nearly an hour. Then I’m told I’m at the wrong table, no that guy was wrong, and my response is what kind of customer service do you have here???? That’s what you get for spending money in this store. 1. If it was going to be an hour then tell me it’s going to be an hour. Then I can decide if I want to wait or make an appointment for another day. 2. Don’t make excuses. Own it, apologize and make it right. Simple customer service skills. Yes mistakes were made, but to justify them and attempt to turn it around and blame it on the guest is a sure way to lose customers. 3. Apple - Please take note of what I have said.

I needed to replace an iphone that had water damage for my 15 yo son. John, the sales person, introduced himself to my son who started to tell John what he needed. John stopped him and asked him his name . When he told John, John said, "ok, yeah, thats usually how that works", which I found to be condiscending to a young person who may not be used to dealing with adult experts in a sales situation. After pulling up his info, he repeated stated how everything would be much easier had we gotten applecare in a manner that made us feel like we were stupid for not doing it. Well, we know we know we screwed up, its too late for that. So maybe train John on how to help customers feel comfortable and and assured that they are not being judged for past mistakes and instead assure them that he can be very helpful in setting up a plan going forward. We left the store without purchasing a new phone and went to AT&T where we now have their product insurance plan.

Every year the pre order process for an iphone gets worse and worse. Now you wait in line for an hour to pickup a phone and hour past your pickup time. What sense is this? What a Waste of time

I went into the Genius Bar hoping to get my iPhone 11 fixed. After running diagnostics, turns out it was a hardware issue and would’ve been relatively the same cost to get a newer phone. Tyler was the one who helped me out at the Genius Bar, and explained everything thoroughly. Tyler then walked me over to the sales part of the store where I met Jarrod. Jarrod was extremely honest and helpful. We talked through the trade-in deal that my phone carrier has and found what deal works the best. I had to leave the store to think on what new phone I would want, and Jarrod was happy to help me out to finish out the product. There was very little “pushing-to-sell” talk and I felt like he was just trying to help out. While I was transferring things over from the old phone to the new phone, I conversed with the employees who were very kind. I noticed their kindness and patience especially with customers that are not as tech-savvy was assuring. I left happy with my new iPhone. Thank you!