Apple The Mall at Bay Plaza — Attraction in New York

I ordered an iMac for the office in my church, from the business team, at Apple Bayplaza. My sales person's name was Elvis Duran, our initial meeting went well as he explained the perks of working with the business team. I explained to Elvis that I was interested in purchasing the 16GB Unified Memory 512GB storage iMac in the color PURPLE. He informed me that due to the specs and color the order would have to be a custom online order. A few days later Elvis and I spoke on the phone and he placed the order for me online. Keep in mind the premise of placing the order online was the specs which are standard in the model I chose and the color. Sounds cut and dry absolutely not, I received the computer but in a totally different color then what he and I discussed, I chose and paid for. Instead of Purple the color I received was GRAY. If I wanted Gray I could have walked away with that color day one in the store. Instead I expected what I paid for..One would ask why is she making a big deal, well for one I did not get what I paid for and second the whole premise of Elvis ordering the computer online was the specs and most importantly the custom color I wanted.. which by the way was PURPLE. It is obvious Elvis was interested in making a sale and not taking care of his customer as the issue is minute on that care should have been given when placing my order instead he haphazardly chose the wrong color and sent me anything. It's not as if the color was not available no he just did not bother to honor my purchase instructions. It's not like he had to build the computer himself it was a simple check the box kind of thing, after all the specs are installed in the model all he had to do was easily choose the correct color. This should have been simple but yet he took no care to ensure a minute yet important aspect of my order was fulfilled. Oh it get's better I went into the store 11/12/24 to discuss the matter with Elvis and return the still boxed computer, to add insult to injury Elvis refused to come out and speak with me, first I was told he was on the phone, then I was told he wasn't in the store, then I was told he was in a meeting. I then asked to speak with a manager (Sophia) after explaining the situation to her, her response was "well sometimes orders get mixed up during the shipping process" (deflecting) I explained to Sophia that was not the case per the invoice Elvis was the person that made the order and selected the wrong color( GRAY) so there was no mistake. She no longer addressed the issue her resolve was to offer me a bigger box to place the computer in since it was an online order the computer could not be returned in the store it had to be shipped as a return via FEDEX. After taping the box up Sophia insisted that I hurry across the mall to catch staples to return the computer there, I thought her haste was a bit strange living in NY staples closes relatively late and it was around 5pm and the store was only 2 minutes away, nevertheless I complied and what a surprise the staples Sophia insisted I rush to catch before it closed was in fact closed it was out of business locked stock and barrel. Now I asked myself was this intentional or an oversight..those reading this can decided for yourselves because of the service I received I have my own opinion which I will reserve for myself. Bottom line is I did not get what I paid for, Elvis did not take time in facilitating my order as he should have and Sophia the manager...

This is the worst Apple Store I have visited. I had Face ID issue so I made an appointment online. I drive 1.5 hour to this store because I don’t trust Best Buy services. I thought Apple Store will be more professional. The technician told me it need to be change the part and have my pick up the next day. She even show me the sensor they will replace. The second day, I drive another 1.5 hour to there and they told me it cannot be fixed, they will give me a new phone instead and there is no cost because I have Apple care which is good. The bad things happened after I asking to transfer my social app chat history. I have to do it manually because the chat history cannot be backed up into iCloud. The girl who helped me said I cannot touch my old phone after restoring my backup to the new phone. The old phone has to be erased and it will not belong to me. I totally understand their policy and I asked if I can transfer the chat history before restoring. That is very important to me. The chat history includes me and my husband 5 years memories, I cannot lose it and I believe I have right to protect my information. I have nothing wrong here. My phone was broken and I came to fix my phone, you cannot let me lose my important information because you give me a new phone. The girl agree. I just siting over there and waiting for my chat history transfer to the new phone. Then another girl come and ask what happened here because she’s seeing I was sitting there too long! She looks like a manger. Not sure. Her attitude is so rude. She show me the face like I was wasting her time and she keep saying she need to take my old phone away!! I AM NOT TAKING the old phone ok?? I am not a theft ! I am just want get my chat history! She is really not professional I don’t know why she could be a manager! This is ridiculous!! Who is wasting time?! I am willing to follow your policy. I should transfer those chat history after restoring my back up so I don’t need to download my app by manually. You told the parts will be replaced and I thought I just needed to pick up phone quickly. Now you told me I will get a new phone. That’s because I spend money on Apple care ! I deserve it. You are wasting my time to set up a new phone. I even have to wait over night for fixing?? If you cannot fix it why don’t just give me new phone on the first day!? Seriously! I have nothing wrong in the whole process, I am just fixing my phone and getting my information transferring. Moreover, the store was empty, few customers over there, a lot employees just chatting and not working. I don’t waste anybody’s time. Apple should train their stuff about how to provide respect to customers! That”manager” ruined my day! After transferring my chat history, she request me erasing my old phone, she took it right away after I entered password. I even not seeing the phone was erased completely or not! This is huge mistake and NOT professional. If you don’t want get this kind attitude DO NOT visit...

If I could give this place 0 stars I would. My iPhone randomly shut off and wouldn’t charge/turn on at all. I went to the store on Thursday at 8:00 pm. The specialist at the front asked if I needed help. I explained the issue with my phone and he told me that it was 8 pm and they closed at 9 so they probably wouldn’t be able to help me tonight but that I should walk over to the two managers standing nearby. I walked over to the two women hoping they would help. When I explained that my phone randomly shut off a few hours prior and I couldn’t get it to turn back on, she told me that they had no appointments and I could come back the following day but they wouldn’t be able to guarantee that I’d be seen bc they had no appointments available until later that weekend or that I could go to the 24 hour store in Manhattan. As someone with a toddler and a job, it was not feasible for me to 1) go to the 24 hour store at this time at night 2) be without a phone for 2 days. They told me those were the only two options available. Thankfully, I went home and decided to call apple support from my neighbors phone. The support person instructed me to press the volume up button, then the volume down button, and then hold the side button until the apple logo came on. This literally took no more than 5 seconds and my phone is now working.

It’s ridiculous that I took time to go into an apple STORE, spoke to three employees (2 of whom were managers) and none of them were willing to try this option. I guess they close at 9 but actually stop working at 8? Such a waste of time. Glad I didn’t take a trip all the way down to the 24 hour Apple Store for something that was going to take them 5 seconds to do. Clearly, apple employees don’t care about anyone’s time but their own. Poor customer service, do...