Apple SanTan Village — Attraction in Gilbert

Mixed feelings and overall disappointed. Dropping off my laptop was ok, long line outside even though I had an oppiontment but technician was friendly. He ran some tests and couldn't diagnose and gave me a choice to wipe laptop now or leave laptop for further diagnostics that would take 48 hours. They called two days later to ask my permission to wipe and would be another day to collect. This is something I told the technician they could do when I dropped it off. Lack of communication between employees and records of initial meetings with customers. I asked if they could stick to the 48 hours as I was leaving the country the next day and needed my laptop. If she had of said no, I would have just picked it up and brought it back after my trip. Olivia kindly reassurd me that they could do this today. She said they would work on it next and have it done before end of the day and to come in at 5.30 to collect, they close at 6. I drove for an hour to get there and the roads were clear so I got there a little earlier. The ladies outside checking ppl in asked me my oppointment time, realised I was early and just told me to come back later. From what I could see no effort was made to let the technician know that I was waiting or in the area. I walked arround in the AZ heat for 20 mins or so and returned just prior to oppointment. I tried checking in and lady at door made a snotty comment reminding me that these things take time, no effort to interact with me, she was simply rude and was only interested in speaking personal stuff with the other employee. During this time waiting outside the door in the heat, I could see that most employees inside and outside the store were just standing around talking to one another, only a couple were interacting with customers. One male employee came out and did an air secret handshake with one of the employees on the door, before returning inside. No interaction with me, standing just there. Finally another employee came out and he went to check status of my laptop. He was helpful. He came back out, giving me the option to continue walking arround or wait inside. By this time I'm covered in sweat and felt faint so I opted to sit inside. They told me that my laptop had another 2 mins on the bar. Santiago was my tech and was professional with good customer service skills. Although he came out starting a conversation with "we close in 10 minutes" that looked like I was not going to get my laptop that day... after explaining my situation, he said that he would make an exception to ensure that I got it today, even if this was after closing. He kept me up to date with progress every 10 mins or so. However, during this time multiple employees made comments about me behind the door at the back, which isn't soundproof. Where I am travelling tomorrow is none of the employees business and if I decide to collect my belongings prior to travel, that is up to me. The fact they were discussing this between themselves in a mocking manner is highly unnacepunacceptable. During this time the store closed, adding to the gossip. The male employee who had come outside earlier to do an air handshake sequence instructed the other employees to go home or finish training. I was shocked that this person was the store manager but on reflection, this made sense. 15 mins later I was still sitting at a table and the hi fiveing manager came over to me and asked my name, looked my name up on ipad, followed up and confirmed what I already knew. I have always sworn by Apple products and their customer care. I was truly disappointed with this experience. Hopefully laptop is fixed, if not I will be taking it to a different store. In my humble experience as a manager with 10+ years experience, this is a management issue. The manager priorotises friendships with employees over providing excellent customer service, a common mistake with inexperienced managers. As a result the atmosphere has become so relaxed that employees are now being rude to customers without consequence. This store is damaging...

I have had relatively decent experiences at this store historically and good customer service interactions along the way. Until yesterday. I ordered a case for my new iPhone from the Apple Store app for same day pick up at this store. My order was placed around 1pm and I had to select a pickup window after 6pm before it would be ready to pick up. I selected 6:15 to 6:30pm for my pickup window.

I planned my evening around this trip from my home almost 30 minutes to go to this store and get my case to protect my new phone. I walked in the door to the store at 6:14pm and they scanned the QR code from my Apple wallet. I was directed to three different locations inside the store before an employee was willing to take responsibility for looking up my order. By 6:20 an employee told me he would go in the back and check on it since the order was showing not ready in his system. I waited 5-10 more minutes before he came back to tell me they couldn’t expedite my order and I would have to wait until it was processed and I would then receive an email notice that it is ready to be picked up.

Prior to this employee coming out of the back to tell me this, I realized I was sitting 2 feet from the product I actually ordered sitting on the wall with all the other cases. I grabbed one while I was waiting. When the employee told me I would have to wait I asked why I couldn’t have the one I had pull off of the wall.

I was told after this by 3 people before I finally left at 6:50 (20 mins after the close of the pickup window), that I should just cancel my online order (which refund takes 5-8 days to credit back to my account according to Apple phone support), and then just buy the one on the shelf using the app.

I spoke to escalations “manager” BP who reiterated this was my only option if I didn’t want to continue to wait for my online order to be filled in the back or the store. I asked how I could speak with the store manager after this because she wasn’t working and BP refused to give me her name, or her card as I requested l, or the next time she would be in the store. He instead told me I could call 800 Apple support because she would “just tell [me] the same thing any way.”

I was calm. I did not raise my voice and BP wanted to lecture me about how I was in the wrong and should have known not to come to the store (despite my appointment window) before I got my “item ready” email. He was either empowered in absolutely 0 ways to make my situation right or he just didn’t care. One employee made a remark at one point that there were over 45 people “in front” of me.

So store leader Ms Sabrina Varela, I implore you to contact me and have a conversation about this absolutely terrible customer service experience I had, and what you will do to ensure this doesn’t continue to...

If I could give zero stars I would. I called apple support as well as my phone provider and they both stated the same rules per apple policy with having AppleCare plus. I asked if I needed a appointment for the service I needed, I was told no and have also had this service done at two other apple stores one in LA and at another store in Arizona both were pleasant, professional, in and out experiences. Tonight my fiancé and I walk into apple and approach a representative Jasmine explain to her the situation and she automatically tells us she can’t provide the phone service as no techs were available I said ok no problem we’ll just swap the phone out and pay the higher fee, she told us no again because of the current time and staff which made no sense as there were over five associates there and minimal customers literally employees standing around which I provided pictures of. At that point I told my fiancé we’ll either go to another store or figure it out with apple as the service here is clearly lackluster to say the least and we go to leave. Before we even excited the store Jasmine goes up to another associate not realizing I’m still looking at her and starts laughing about the situation. The other associate sees I’m watching them and she gets uncomfortable and walks off. We hadn’t even left the store… unacceptable. I then asked to speak to a manager and Mike instead of apologizing about our experience he asks how we know she was laughing at us. I proceeded to explain to him I literally watched his associate his response was “sorry you feel that way” not “ sorry my associates can not act in a professional manner” or anything of the sort. Mike was not helpful at all. He told us regardless of what apple told us and what has been done at previous stores they don’t follow that at their store… so apparently they don’t follow apple policy. He made me out to be a liar when I said I’ve done this before and said if that’s true let me look up the cases on your phone, but apparently they didn’t have the staff or the time to swap out my fiancés phone which takes less time then looking up two cases on my phone which I know because again, I’ve done this before as a walk in both times, and know it takes minimal time. I explained to Mike we have never been treated like this and there was no apology he stood there with a smug look and made sure to say that’s how that store operates again . I called apple and have a case number and will be contacting the better business bureau. The apple customer service representative was baffled at how we were treated and apologized over five times. Do not go to this store they have horrible reviews I will gladly take the...