Apple Eaton Centre — Attraction in Toronto

I went home crying after the abuse I suffered by the store manager on November 21 2024 at 5:30 pm I was waiting for a service and I felt somebody touching me in the back quite strongly. I turn around to see who was that, next thing I see a male employee waking at me to come to him to the next table. I felt after he touched me and waved at me in such a rude and abrupt manner I was not comfortable with him. So I said him sir I’m not comfortable working with you please get me another person to help me. With his head he said yes. Next thing a lady telling me she was the store manager told me that I was not being inclusive and I was descriminating against the man because he cannot talk I’m not sure if he cannot hear either. I assure her I didn’t know and my petition for another person was based on the abrupt manner he touched me and waved at me to come to him to another table . The women repeat to me 7 time that I was not inclusive and that I was descriminsting, no matter how many time I asked her to stop please I felt offended by the accusation. I Tod her I just es ted the service done. She looked at her book I though she was going to get me help. And instead she continue to tell me that I was not inclusive and I was descriminsting. She ignore my explanation and didn’t listen to me when I asked her to stop 6 times. I asked her if I can speak with someone else she said no, she was the floor manager. I said how can I ask you to please stop at this point I was crying because I felt lost. She got really angry and race her voice and repeat that I was non inclusive and descriminsting. I said m’’m if you continue I’m going to need to record the not stop harrassment I’m suffering right now. I didn’t do it but told her because I felt very scare of her. She said you cannot do that and walked away.

Next thing 2 police men proceeded to remove me from the store. I was crying and confused but I obeyed. The police man once outside said to me: “ I turn of my cámara, off the record, you are right and she is wrong, promise me to call Apple care and gave me his police number. The other police said, I’m so sorry. I said can I ask for her name? He said yes, elesit a minute. He came back and told me she refuse to give her name even when that is against the law Never in my life I’ve being in a situation so humiliating in my whole life. I’m a woman with physical visible disabilities, and mental disabilities. These people show no mercy and I felt I was the one being descriminsted agsins since I’m Mexican and with disabilities and the 2 employees were white. I cannot think of another explanation at the horrible way I was treated

When we have disabilities we learn to make sure we don’t bother people. In my case since I walk so slow I always go on the side to let people pass me. This gentleman should be trained to first try to make eye contact instead of touching you and then let you read on his book what he needs from you. Also the staff should let you know that you will encounter a man who cannot talk. Also, and that was not my case. But, let’s say they tell us and the person cannot deal with him because severe anxiety or adhd or learning disabilities, that person should be able to say, I prefer someone else to take care of me without having to explain their own disabilities. At my line of work being escorted out of the store by 2 police men is detrimental plus the hours of my time I wasted. And today after 2 days I’m still suffering the post dramatic stress disorder of such a devastating experience. I’m still crying and unable to sleep.

And, I most say, I’ve always go to that store and all my problems are always solved. I liked that store I always walked out of there happy. They solve my problems and have the patience to explain to me a woman with almost 70 years old, with no electronic experience. With my extreme anxiety, learning disabilities and my adhd, I was always grateful for their help

Im devastated and surprised by the was I was treated I already put to reports I hope the follow up with me and not only apologize...

Every visit to this store seems to come at the end of a long, exhausting support journey, spanning multiple phone calls, reaching Senior Advisor-level staff, presenting well-documented evidence of manufacturer defects, eventually leading to in-store appointments, with management failing to deliver solutions.

Each time, I set an appointment, arrive on time (or very close), check in with case number ready to go. Multiple times I’ve been accidentally removed from the guest queue, sitting and waiting anywhere from 30 to 90 minutes, getting skipped over before someone notices—or until I bring up the issue myself.

Apple Retail managers have the authority to replace unserviceable devices in-store, a policy internally referred to as Surprise and Delight. This policy empowers managers to offer complimentary solutions for guests in need, at their discretion. I pride myself on being polite, knowledgeable, and transparent during these interactions, drawing on years of personal experience in retail and hospitality. Still, despite my best efforts, I am consistently met with resistance.

In this case, the manager looked me in the eye, dismissed the well-documented defect, and delivered a scripted corporate-tone “end-of-life” pitch. "I only wish that there was something I could do to help." Their suggestion? Purchase a new product, despite their authority to resolve the issue on the spot by acknowledging Apple’s fault and providing a replacement.

In perspective: Apple is a US$3.86 TRILLION company. This store is located in the heart of Canada’s largest metropolitan city. It was three days after Christmas in peak revenue season. Yet, instead of rectifying the issue, the manager opted to protect the company’s bottom line, leaving me as a loyal, long-time Apple customer feeling discarded.

Background I only visit Apple Stores as last resort options when dealing with out-of-warranty manufacturer defects in products that I’ve cared for exceptionally well. I’m a former Apple Retail employee with firsthand knowledge of store operations and policies. My role came through a referral by a corporate employee. I also have extensive experience repairing and maintaining Apple products myself, spanning from 2007 to the present.

This visit was about my 2 year old 42mm Series 2 Stainless Apple Watch. This particular watch was an issued replacement for one of the same that I bought in 2017. Both watches developed a swollen battery that caused the display to split and pop off, rendering the device unusable. Replacement for defect was the solution, and was widely authorized under an internal GSX portal document.

I spoke with an Apple Senior Advisor over the phone who reviewed my case and agreed to issue a free replacement, as the defect was well-documented and warranted action. However, due to the watch’s “Vintage” designation (applied to products out of distribution for 5–7 years), system limitations prevented replacement remotely. They thoroughly documented the issue, attached photos to my caseID, and set an in-store appointment, noting that I’d need to see a manager to finalize the solution.

I arrived five minutes late. My appointment had already been canceled. After re-checking in, I waited 40 minutes before realizing I had been removed from the queue yet again. After finally being seen, the rest of the experience was a letdown: despite all the documentation, the clear defect, and my polite demeanor, the store manager refused to address the issue, instead steering me toward purchasing a new device.

As a loyal Apple customer who owns 10–15 Apple devices (all meticulously maintained), it’s disheartening to see a company of this scale and reputation fail its customers in such a glaring way. When defects emerge from poor design, Apple’s response seems to be, “Host a funeral for your product and buy back into the cycle.”

This experience, from start to finish, was frustrating and disappointing. I expect better from Apple and their products, and so should...

Title: Deceptive Sales Practices and Terrible Customer Service

Rating: ★☆☆☆☆ (1 star)

I recently had an extremely disappointing experience at the Apple Store located in the Eaton’s Centre in Toronto. As a long-time Apple customer of over a decade, I have always held the brand in high regard for its products and customer service. However, my recent encounter shattered that perception entirely.

Upon purchasing the AirPods Pro 2, I was informed by the salesperson that the package included a 6-month Apple Music subscription. Excited by this offer, I went ahead with the purchase, looking forward to enjoying the additional value. Unfortunately, that's when my nightmare began.

When I attempted to set up the promised Apple Music subscription, I encountered numerous difficulties. After struggling to no avail, I contacted Apple's customer support for assistance. To my astonishment, I was told that I wasn't eligible for the 6-month subscription because I wasn't a new Apple customer. The very premise that had influenced my purchase turned out to be a blatant misrepresentation to make the sale.

The customer support interactions that followed were an absolute disgrace. Not only did I have to deal with a string of representatives who seemed disinterested in helping, but two of them even hung up on me mid-conversation. It's utterly shocking that a company of Apple's stature would treat a loyal customer with such disregard and contempt. One of the representatives went as far as suggesting that I should return the product and cease using Apple products altogether, a suggestion that I found not only rude but also astonishingly unprofessional.

Lying to a customer to close a sale is not only unethical but also a betrayal of trust. I've invested significant time and money in Apple products over the years, from iPhones to iPads, MacBooks, and various accessories and services. To be treated in such a deplorable manner after being a loyal customer for more than a decade is beyond disappointing—it's insulting.

Apple's failure to address this issue adequately has left me feeling completely abandoned and disillusioned. The fact that the company allowed such deceptive sales practices and followed it up with abhorrent customer service reflects a disturbing shift in its priorities. As a once-loyal customer, I can't help but question whether Apple truly values its clientele or if it's more concerned with short-term gains and profit margins.

This experience has not only tainted my perception of the Eaton’s Centre Apple Store but also shaken my confidence in the brand as a whole. It's a shame that a company that once prided itself on its user-friendly ethos has descended into such a disappointing state. Unless there is a sincere effort from Apple to rectify this situation and regain the trust of its customers, I find it difficult to see myself continuing to support a company that has so blatantly disregarded its customers' well-being and trust.

I expect a representative from the Eaton’s Centre Apple Store to reach out to me directly to address and resolve this issue. A sincere apology for the misrepresentation and the subsequent unprofessional treatment I endured should be the starting point. Additionally, I anticipate a clear explanation of how Apple plans to prevent such deceptive sales practices and improve its customer service moving forward.

I truly hope that Apple recognizes the gravity of this situation and takes steps to make things right. As a dedicated customer for over a decade, I still want to believe in the values and integrity that Apple once stood for. It's not too late for the company to regain its footing and demonstrate that it values its customers and their loyalty. The ball is in Apple's court, and I eagerly await a meaningful response that will determine whether I can continue to place my trust in a brand that has let me down...