Apple Montgomery Mall — Attraction in North Bethesda

My wife has been trying to convince me for many years to switch my personal and company computers to Apple devices, since they are the best, according to her. After 5 years of insistence, she convinced me to buy a 13-inch iPad Air tablet with internet included and a Magic Keyboard from T-Mobile to replace my Lenovo laptop that I used for my business since it broke down after 4 years. Here is a summary of my bad experience trying to change it for something better: 1. The tablet is generally okay. It works well for emails and my work order system, but it is very slow to charge and does not come with a charger, which is incredible since it is not cheap. They probably do this so that the battery life would deteriorate if other chargers or connectors are used. I was able to handle and live with the charging problem. When I bought the tablet, I also bought the Magic keyboard, and this has been the worst experience face-to-face with the Apple store at Montgomery Mall, Maryland, today, August 4, 2025. It turns out that in the morning, I was working and noticed a bubble in one of the rubber corners of the Magic keyboard. It seemed that it would continue to damage and fight, so I took time from my company at 4 pm and drove 30 minutes to stop at a T-Mobile store and see what they could do for me. The T-Mobile store did not help me and referred me to the Apple store in the mall, which was 40 minutes from my location. I arrived at the store at 8:05 pm and explained my problem to the person. He told me that he was not sure if it was covered by the warranty; however, I expressed that I could not believe that was all he could tell me. He stood there thinking for a few seconds and, surprisingly, took out his Apple cell phone, went to Google, and searched for my Magic Keyboard. After looking online, he told me he needed the purchase receipt. Unfortunately, it wasn't immediately available; however, there is a T-Mobile store on the ground floor of the mall. I left very quickly and found 3 people ahead of me. I finally got a copy of the purchase receipt dated 9/29/25, approximately 10 months ago, at 8:46 AM, and running through the mall halls, I went up to the second floor, where the Apple store is located. The same man who asked me for the receipt told me he was sorry, but it was already closed, and I told him there were 3 or 4 minutes left until closing, and you asked me for the purchase receipt. Here it is. With a shocked face, he told me it was too late and that I would have to return another day with an appointment and the purchase receipt. I expressed my disappointment and dissatisfaction with how he handled the situation. I am very frustrated with this brand since the keyboard is obviously made of not very good materials for the more than $350 I paid. It doesn't seem fair to me that, given my experience with Apple, they don't empathize with my situation, much less the expectation that I had to make appointments and bring receipts. The gentleman didn't even look at or detail my keyboard. He closed the door on me and sent me to make an appointment, which he should have let me know about from the first time I arrived, so I wouldn't waste the rest of my afternoon. The customer experience should be a priority, and this is based on the quality of the manufacturing materials and the face-to-face interaction. The truth is, the vinyl material of the keyboard doesn't look like the best quality. This will be the first and last time I buy an Apple, and I'll make sure neither my wife nor my children do. I'll also spread the word to my acquaintances and share this bad experience. Ray Hall is the name...

I definitely can say that I’ve had the worst customer service in my entire life by Apple’s employees. I’ve been a customer for Apple for over 13 years, and I’ve visited so many of their stores. But, this one can get the worst store prize. I’ve ordered, and paid in full, 4 new iPhones as gifts for my family. Walked in with my 82 years old father, who uses a cane to walk and can’t stand for more than 1 minute, my 70 years old mam, and two siblings. First I’ve noticed was the weird looks to us because, and I’m guessing, my dad wears our traditional clothes, the issue was that those looks were by Apple employees only, not the customers. I’ve needed to talk to 3 employees so finally one of them helped me and scanned the code I got online when I paid for the phones. He asked us to wait by one of the tables that doesn’t have any chairs around it, and he started walking to all of his coworkers so one of them can help us (note: the store wasn’t even half full, and most of the employees were free). After a minute, I needed a chair for my dad, so I saw +10 empty chairs around the next table, once I tried to grab it, I heard this young lady yelling that I’ve to keep it there !! I’m like “can you see how old my dad is and how he can’t even stand right now?”, I grabbed the chair for him and haven’t even waited for a response. Waited for over 20 minutes with no help, and that first employee who asked us to wait was still walking to his coworkers and they all look at us once he approaches any of them ! I literally was about to say I’m leaving and I’m canceling my orders. After over 20 minutes, one of the employees came to help us and she was the rudest person I’ve ever seen, to the point that I asked her just to give me the phones and I’m going to help all of them sitting the new phones up even while I was planning to get Apple’s employees assistance for that matter, I wanted my family to experience the Apple’s nice customer service as long they don’t have any Apple stores back home, but I think I’ve chosen the wrong store. Generally speaking, it’s the worst customer service I’ve ever seen, and I wasn’t planning to write about my experience till I’ve seen how many other people were complaining about the same...

We went to this store to purchase a top of the line iPhone. We discovered that any dollar store will show you more respect than this Apple Store.

To preface: 1. The immediate staff member attending to our sale of an iPhone 15 Pro Max was VERY helpful and respectful. So a thank you to him! He was great! 2. We were respectful to all, waited our turn, said thank you multiple times to the person supporting and we came to the store at a reasonable time (multiple others came after us). We asked for what we needed politely.

Things seem to go fine to a point, but everything went downhill when the supervisor randomly assigned our support person elsewhere MID TRANSACTION while he was helping us (?) and in a loud, authoritative tone informed us (in essence- not paraphrasing) that we're not a priority because some important delivery was arriving at the store. We did not respond to this person. Perhaps because we were too stunned that this even happened and it took a moment to digest it. You are also kind of dependent when your old phone is erased and you're waiting on the next step (!!)

The supervisor told the employee helping us that she would cover for him in the meantime. But she in fact sat at the end of the table we were at, never getting up even once to help us knowing all along that we were mid-transaction and needed support to complete it. The phone had cycled through what it needed to and WE were in a holding pattern, not the phone. She actively sought to cause us inconvenience. If that was not enough, she then started engaged in idle chat with other employees as they passed by in a deliberate attempt to convey the message that she was not going to do a thing for us. It was not work-related talk with them either- it was about movies and idle matters, loud so everyone heard it. We couldn't leave the store without the purchase because we were too far along. Finally the original representative came back and helped us. So much for that.

What a disrespectful and thankless experience. It completely ruined the iPhone purchase experience. And we paid money for this customer "disservice"? Apple if you are reading this, please do something to...