Nortech Downtown — Attraction in Hammond

I had an appointment, I arrived 20 minutes early they took my phone right in, employee came back and said nothing wrong with phone, I disagreed with him and had call my phone from store phone and he heard my microphone wasn’t working he went to back again with phone, a while later a different guy came back later identified as Justin thourton came back and said my microphone was bad and he would send it off, I told him I couldn’t send my phone off. I came here to get it fixed or swapped. I expressed I was not satisfied with the misrepresentation of being an apple store. I explained to Justin thourton ”the owner” I can’t be without phone, I would now have to go to a real apple store to get my phone swapped out, Justin began to argue that I was crazy that not one apple store in the country would swap your phone. on and on. I asked for the managers name he verbally gave name but when I requested him to write his name and number he refused, I asked for a pen to write down, he became irate and told me to leave his store. As I was walking I stated you shouldn’t treat your customers this way I’m very dissatisfied with the overall customer service and with Justin “the Owner”. I left the store and took a photo of his front door, so I would have the information. I walked a way about 60 feet and I was chased down by Justin “the owner” who was now extremely rude and irate. I again stated my dissatisfaction with his company, customer service and “The Owner”. I expressed that He would not be in business long treating customers this, to which he replied I’ve been in business for ten years!! I ended the conversation seeing it was a pointless conversation at this point. And I walked off. I hope that apple inc. looks at the business and rethinks the authorization of their store. Furthermore I made an appointment at a true apple store for the following Saturday in Baton Rouge, I walked in they took my phone and in ten minutes my phone was evaluated and was swapped on the spot, subsequently the technician broke my phone cover which he replaced and I was out in twenty two minutes with the best customer service you could ask for.

Do not waste your time at Nortech in...

I brought my iPhone 16 Pro Max to Nortech, an authorized Apple retailer in Downtown Hammond, for a screen repair. The only redeeming part of the experience was working with Kaylee, the employee handling my case. She has been consistently professional, knowledgeable, and kind—truly a joy to work with. Her customer service is exceptional, and she clearly takes pride in her work.

Unfortunately, the rest of the experience left a lot to be desired, largely due to the management. When I came to pick up my phone, Kaylee was the only person working in the store. She was on a business call in the back—again, doing everything on her own—while the owner's large, aggressive poodle barked uncontrollably throughout the store. The barking was so disruptive, it made it difficult to speak with Kaylee at times.

To make matters worse, I was using an older, disconnected phone and asked the owner (one of the brothers who owns the store) if I could access the Wi-Fi. His curt response was: “There should be a guest network. She will help you with that.” There was no guest network. Thankfully, Kaylee went out of her way to connect me to the locked private Wi-Fi. She shouldn’t have to constantly clean up after the owners’ lack of foresight or consideration.

It’s clear the owners have little regard for the customer experience—and even less regard for the well-being of their own employee. Kaylee seems to be running the entire operation singlehandedly, which is both unsustainable and unacceptable.

I’ve decided to contact Apple directly to express my concern, because I expect better from a certified Apple partner. The store itself is poorly stocked with Apple products, and it feels like the certification is being used as a badge, not a standard.

To be clear: Kaylee is fantastic. But she’s the only reason I’m giving this review two stars instead of one. Nortech needs serious management reform. Until that happens, I cannot recommend...

Not only did they charge me $112 MORE than my quote (quoted $280 and charged me $392), when I tried to return the hard drive they'd backed my computer up on to bring the price closer to what I'd been told to budget, they refused to give me a refund (even though I hadn't used the hard drive, they had). I was not notified of their return policy before the transaction and this information wasn't posted anywhere in the store so I could be forewarned. The hard drive was severely overpriced and I found the same one on Amazon for much cheaper. I know times are tough with covid but this is terrible business practice and the manager woman I dealt with refused to wear a mask. Go here to be misled, price gouged, and to...