Apple Manhattan Village — Attraction in Manhattan Beach

Me and my friend had a very unpleasant experience with Apple Manhattan Village Store and Apple Support. My friend traveled all the way from China to LA to see me. Unfortunately, her phone got stolen the night before her flight in a bar. We suffered from frustration and decided to get her a new iPhone in the morning before here flight so she would be able to contact me. In order to make the process easy and fast. We purchased the iPhone online around 6AM before the store opened. And chose the first window 10-10:30AM to pickup the phone. The payment was accepted and order is confirmed and showing processing. We thought everything is fine. She got to the store at 9AM. And waited 1 hour and 15 minutes to get served. The specialist told her that something is wrong with her order and they couldn’t give her the phone and she needs to go back to the end of the line. It was very frustrating since she has a flight to catch very soon. She called me from a strangers phone and told me that she couldn’t get the phone because the specialist told her some details are different with other customers. I was very upset since she then could do nothing to contact me. I was trying to get in touch with Apple Support to solve this issue, but no one could help me. After half hour of not solving anything from the specialist. I got the email saying her order is ready for pickup. But I couldn’t deliver the message to her since she had no phone. Then they refused to take her credit card, so she has to run to a local ATM and using her international credit card to get cash which leads to tons of fees and horrible rate that almost double the price of the phone. There are several issues I felt concerned in this incident. I was trying to get someone to connect me to the local store and help my friend to solve the issue. But the store decline the request simply by saying there were too many people. The specialist who helped my friend told her it was his second day at Apple. How could an employee be at the sales point when it’s only his second day? When I was working at Apple, our store only allows new hires do the transportation of products. Why did the specialist tell her that something went wrong with the order but there’s none? I didn’t even contact the Apple Support and few minutes after my friend got declined, the order status updated to ready for pickup. That’s clearly a delay from Apple and there’s no other issues from our side. When she asked help from a supervisor, the supervisor just inform the specialist to keep calling Apple Support and being very impatient without providing any actual solutions. I thought the whole purpose of a supervisor is to help the customer to solve the issue? Why would anyone from Apple Store ask her to go back to the end of the line when she has an order and the card with her? If she has an issue with an in-store purchase, I understand why that’s the case. But she’s just picking up the order and waited more than one hour. I feel like she has to be prioritized with the purchase since she got the order number and waited for that long.

The whole experience was...

So I accidentally dropped my MacBook the other day and it had troubles starting up so I made an appt. at 11:45 am thinking it wouldn't be that crowded on a weekday. I was wrong. It was pact but the crowd is uncontrollable so no big deal. I checked in for my appt. and they asked me wait to the side. After 20 minutes of waiting I began to get impatient and a "Genius" noticed me waiting for so long that he decided to check up on me. (This guy is the only reason why I gave this rating a second star.) He looked at his iPad and asked for my name and stated that I hadn't been checked in yet and complained to the coworker who supposedly did. I was then added to bottom of the waiting list and didn't get called up until 12:25. I was greeted by a kind lady who seemed to know what she was doing. She ran a test on my laptop and while it was loading the results she told me she would be right back to help another customer. Two minutes after she left, the test was done. I watched her help the other customer which took about 15 minutes and then I thought, "Finally, my turn again." NOPE. She noticed something wrong behind the desk and began running around the store questioning different employees. I was going to call her over but she seemed very busy so I decided to give her a few more minutes to sort the problem out. Big mistake. She disappeared to the back which she never returned. Since the completion of the diagnostic test I have waited a total of 40 minutes. I was furious and I couldn't believe none of the other workers came over to help considering I have been in that seat unattended for what felt like days. Finally I found a worker and asked how I can end my testing so I can leave. He asked who was helping me. I told him and he went to the back to get her but I don't know what happened because he came back without her. He apologized and told me that my MacBook needs to be repaired but there was nothing Apple could do. He told me to go to Best Buy. The End.

TLDR (Too long didn't read): I had an appt at 11:45, they messed up my check in, I was neglected while being helped, and they couldn't fix the problem. Left store at 1:10, when it literally should have only...

STAY AWAY PEOPLE !! After being here twice I was able to book an appointment. It took them 2 hours to diagnose my iPhone 13 pro and they were not able to find anything wrong with it. Bought two iPhone 13 pros and one of the phones keeps cutting off when some one calls and no one in this apple store did find anything. How could a new phone that was purchased 30 days ago and is brand new have this issue? I did try to contact my carrier and they Stated that everything works well on there end. Problem did not end there, I did ask the technician at this location that I need a new phone but he stated to me that nothing is wrong with my phone and they were not able to find any issues with it. I stated to them that this is there issue and they need to get back there effected phone, they did not agree. I keep asking and they started to argue with me in a very rude and disrespectful way, so I asked for the supervisor. Angela which was the supervisor at this store started the same rudeness and showed really unprofessional bad behavior. She disagreed to give me a new phone, My options were either trade-in this effected iPhone 13 pro for a new iPhone 13 pro and pay out of the pocket cost or send my iPhone for repair. I was against sending for repair because I did that with my iPhone XS and I went to hell for this. They tried fixing the antenna but then the mic and the Water resistivity of the phone was completely gone. In that two hours that I was at that store, People were getting turned down for there problems at the support section. Everyone was leaving disappointed and I haven't seen any one leaving with there issues fixed. I called in the online support and boy I'm glad I did. ADAM the Supervisor started to listen to my issue and provided me with a reasonable option that I was happy with. A 10 minute phone call did solve my problem versus a 2 hour appointment at this store. I have no idea how Angela and the other technicians can sleep at night. They are there to say no in peoples face. How they run the store is just amazing, one technician runs 2-3 customer at the same time. Apple is a Great company but with this support team I don't think I would rate them...