Apple Burlingame — Attraction in Burlingame

Very poor customer service from a male "technician" staff. Let me start by saying I've been coming to this store for 10 years and even bought many iphones and a new iPad PRO not too long ago here.

Basically, I tried to purchase an iPad at this Apple store location with a credit card I didn't have physically. And a purchase would've totally been possible in many different methods and the technician staff working with me did everything in his power to purposely not get it done.

I happen to only have my company's credit card in photos on my phone. The Apple technician starts by asking several condescending questions like why I don't have the physical company card? To which I answered I was usually overseas and was newly using a card from our US branch I didn't often deal with.

A smarter human being would've asked to see my driver license, which is the same name on the credit card. Or perhaps ask me who is the main corporate contact at Apple for our company. Or who at our USA branch usually deals with the corporate Apple? Or what is our corporate account with Apple.

He asked for NONE OF THIS, but kept pushing rudely to see a physical card and indignantly pushed to have the transaction ended, stating that he could no nothing more.

So I tell him the last time I purchased an iPad in this very store, I didn't have a physical card either. The staff in the store (which was much more helpful last time) called the corporate phone number, so we could make the purchase over the phone with my corporate account (we get a 1% discount or so).

The technician responded it was impossible and they don't do such things. I told him it definitely was and to get the manager.

Guess what? It was possible and he had to go into the back to make the call.

He comes out and says the Summerlin office says it's possible but it's up to the store's discretion to let the purchase happen, which has been denied.

I ask why and to state the reason. To which he says his manager refused it. I ask him to bring me to his manager again.

Guess what? His manager says he said no such thing and of course would like to sell me a product. Which means someone is blatantly lying to my face.

I call the Summerlin office myself and they want me to link the credit card to my Apple Pay, which I didn't get done until I had already wasted 1 hour in the store and already left. Apple emailed me the Apple Wallet code, which I got done successfully after leaving!

In conclusion, the issue here is that the employee here had incredibly poor customer service. Essentially making no reasonable attempts to verify if I was the owner of this company or card, which I had all evidence of. OR trying to make the sale by linking me/ the card with Corporate. And also lying to me and misrepresenting Apple/ management and bringing down the brand. I have never met someone who worked so hard to NOT make a sale.

This Burlingame location has lost all business with me because in reality I can simply buy online now and not have to deal with such difficult people.

On a final note, I will say the manager at this location did try his best to give good customer service and work with me, but I am not sure what this technician was telling him in the...

Ms. Vy’s Customer service skills was BEYOND exceptional! She definitely added a kick start to my week with a Can-Do attitude!

When approaching entrance Ms. Vy assisted me in a swift, professional, charismatic manner. Immediately grabbed my attention and looked forward to make a transaction. I informed her I was looking into a keyboard for my iPad Pro. Ms. Vy was quick to scan through the department’s inventory to inform me what was available. Being very informative by giving me options of which accessory would be the better pick for my needs. Her knowledge and quick actions drove me to pick up a magic keyboard with no hesitation. I was so enriched by her enthusiasm and her drive to make sure I had all of my needs met, Ms. Vy also mentioned to me about the new Apple Watch series. Informed me all about the specs and etc. The “whole 9” as most say. As soon I was ready to jump the gun and purchase from her she regrettably told me the store was out of stock. In conclusion this was probably one of my most memorable experience I’ve ever had in ANY establishment. I can not stress no matter how big/small the establishment is; it’s what the customer service what keeps bringing me back in. Thank you Ms. Vy for helping me...

Experience 1: got different information from different apple geniuses regarding matching and pricing for an iPad. Spent 30 minutes with one, only to come back and get quoted a different prices from another. Ended up buying product online because it was cheaper. Apple, get your story straight and don't waste people's and your employees' time. Price- match please, too or stand to lose your business to someone else. Experience 2: got the help of an apple geniuses with my old iPad. It was supposedly fine, but stopped updating apps and functioning. They were kind enough to help resolve it, and thought it would take 20 min. It took 1.5 hours! The first genius who was helping me warned me that my data might get erased, but said that he would let me know before we got to that point and that he would try to avoid it. The next moment all my data was gone. Whoops! An hour later the store manager had to step in and finish what seemed like a simple job... I love apple products, and the friendliness of the employees, but the time suck and negative experiences when something actually had to be done is not good my...