Apple Oxmoor — Attraction in Louisville

Extreme disappointment.

On May 5th I ordered a new phone to replace my 12 pro max. I ordered everything online, to be picked up from the Oxmoor Apple store. I showed up to the store and was told that it was best to create an icloud backup of my phone in order for me to transfer my data to the new one. I said no problem. I subscribed to icloud and was told there would not be enough time for me to transfer my data to my new phone and to come back tomorrow, and they would keep my new iphone 16 pro max.

On May 6th, I tried multiple times, and icloud kept failing, trying every solution presented to me with no luck. I ended up storing a backup on my desktop.

May 7th, I went to the Apple store at Oxmoor hoping to finally get my new 16 pro max I was really excited for. I walked in and was told they would have to see if my new phone I paid for was still there. They asked why I didn’t pick it up on the 5th, I told them about the issues with transferring the data from my old phone. After telling them about the issues, no one wanted to help me. I was then passed around more than a cheap “something” from associate to associate, trying to sell me more accessories or Apple tech I already owned!

I was literally passed around so many times, that I was passed to the person I first began with when I walked in the store. I said, "all I want is the new 16 pro max that I already paid for and my data transferred to it. I don’t want to lose any data on the phone." I informed the associate; I already paid for icloud which still hasn’t worked. The associate then tried to sell me applecare on the phone I still hadn’t received! I said no. They then handed me the box with my new phone and told me that they were busy and to “take my new phone home and try to figure it out myself.”

Frustrated, I said I want to return the phone and that I would go to another Apple store to buy the same phone and hopefully have someone get something to work. Then after saying that another associate came over to help me. After 2 days, I finally saw my new phone out of the box. The tech began to help me and told me to come back later, and my data would be transferred.

I came back at 3, and finally thought the ordeal was over. There it was my brand-new phone with my data on it! The impossible dream wasn’t impossible. I thanked the associate, took my new phone and left.

I started driving and got to the stoplight and asked my watch to call my family member. The phone didn’t work, so I pulled over to a parking spot. I got the new phone to work by removing my old phone from my account. However, now my Ultra Watch 2 won’t connect to the new phone. After troubleshooting, I did not want to go back to the Oxmoor Apple store, but I had to. I came back again, the associate at the door greeted me and I told her about my issues with the phone. She told me they were busy and to go home and try plugging the device into power and try again.

At this point, I’m frustrated, so I calmly said to her, no. This phone is not more than 20 minutes old. I am not leaving here with a phone that doesn’t work. You can process a refund, and I will go somewhere else, or you can get the phone to work properly, and I will gladly go home and never come back. The associate sat down with me and troubleshooted the watch and phone with me and got the phone to properly work with the watch like the 12 pro max did. I thanked her and I left.

I love Apple products and have used them over a decade. I've owned a lot of Apple devices, and I am also a shareholder. I have had seamless experiences over the years, but this experience has greatly changed that. I hope to never go to the Oxmoor Apple store again. They would probably try to sell me something I already bought, then tell me to go home.

I’m leaving a 2-star review because out of the countless associates I was passed around to, only two people were actually helpful and nice to me. Also, my iCloud still...

Update years later… While compared to areas that do not have an Apple Store I am still glad this store is at least here I am still shocked year after year just how bad the local management is.

Today I stopped in to look at the iPads, iPhone cases, and MacBooks in several configs. I was nagged continually by one or another staff member but only to try to get me to look at the currently ridiculous Vision Pro. Not one time was I asked if I could be helped with the products I was actually looking at. :-(

I know this company needs a new products line to stay relevant going forward and someday I might be interested in the Vision Pro (when it is less clunky and has a decent realistic battery) but not today and especially not for the price. Just not there at this time.

Remember you have customers you are there for other stuff also.

Update Finally did get my computer and a bit earlier than that quote.

Well. After bringing in two apple products on Wednesday. The iPhone being in for the third time for the same issue and finally getting replaced. Finally after waiting over an hour each of the previous times for bad repairs. And the MacBook Pro being only 4 weeks old which they had to send away to Texas to have fixed. Their site and the fedex tracking information shows my product was dropped off at 10:51 (which was late as fedex often is) I am sitting here past 11:30 being told that I might have my product in another 30-60 minutes and that is because it is a favor since I am here.

Really Apple. You used to do a lot better and being forced to be days without a primary computer purchases just a couple weeks before for thousands of dollars then told that you are at fault for showing up to the store to get your product when the Apple support page says the product is ready and I could have had it shipped directly home so what do they really need to do now??

I could have spent about half as much for a similarly powerful windows computer and had at home or office support where it would not have even needed to be brought to the store. They need to get there act together. Don’t tell me that your central repair center is third party and that you cannot even see their notes. Really why is...

My first time going to this Apple store left a lot to be desired. I booked an appt and checked in ahead of time. I sat where they asked me to sit and yet, somehow 46 minutes went by and no one helped me or spoke to me about my appointment. All the Apple employees were too busy attending to the people who came in way after me or standing around talking amongst themselves. So I get up and ask an Apple employee what the hold up was with my appointment and they tell me “It looks like your appointment was canceled”…… 😀 The fook do you mean my appt was canceled? How was it canceled AFTER I checked in and was actively waiting??! Anyway, they moved me to a different table and someone got to me a little after. They did not have the battery needed to replace the one for my iPhone 13 pro and had to order one.

My second visit to the Apple store to get my phone battery replaced was also trash. They originally told me it would take an hour to fix it yet I had to wait 2 hours and 20 minutes to come back and pick it up 🧐🧐🤨 Annoying. I got there a minute after the estimated pick-up time and I had to wait yet again, for a good 10-20 minutes. Once again the employees are standing around doing nothing, then they start talking about who is closing… I was pissed. Someone finally checked in with me about my service and they eventually brought my phone to me (brand new battery included). But then I was asked to get my ID to pick up MY phone. They did not ask for this before so why did it matter now? Your iPhone can verify the owner itself! Wtf. I put in my passcode and got my phone back. This was the most irritatingly, frustrating appt I have had in a while. They need a better system for attending to ALL customers 😤.

Hopefully, I won't need to be back there ever again. I'll fix my phone battery myself next time.

Update: It is November 3 & I had my battery replaced October 31. I have had my phone connected to the charger for more than half a day and it is STILL CHARGING. Why is it that my phone is taking longer to charge AFTER the replacement? WTF UUGGGGHHHH My phone is on the charger and the battery is...