Apple Oakbrook — Attraction in Oak Brook

The worst customer service ever. They say no to whatever you want to do, offer only replacements, lie and deceive customers into thinking they are wrong and if that fails and you hold your ground... they call the mall cops on you and have you removed from the store and say never come back.

At least that is what happened to me. I had a cracked screen and apple care. Should have been an easy replacement. What followed was comparable to Dantes trip through hell. Stephany Sloss, approached me, gave me a replacement ipad (not new as promised) then withdrew the free protective screen that Apple Care offered me for my patience while I waited 1 week for a new device to arrive at the store. Had they just refunded my money (or worked with apple care more and had better service) things wouldn't be where they are today. Stephany also began to insult me while flanking with her staff. She called over 2 people to stand to my left and in front of me while she tried to explain how her being in the hospital meant she could not resolve my issue last week. I never lost my temper, never swore or called her a name. Here is what stephany felt the need to communicate to me while waiting for the replacement device.

1 - your not military, I was military and they are all nice people. Your not a nice person (therefore) not in the military. 2 - you must be a nightmare to be around 3 - do you always blame your problems on other people. That is the sign of a psychopath.

Stephany Sloss then said I was within striking distance of her and because people have 'spit on and insulted her' in the past she felt tr threatened and called mall cops on me. NOT THE POLICE... MALL COPS!!! I am wondering what the mall cop would do so I called the police to make sure I did not do anything wrong. The cops came and verified she was just a delicate snowflake and unable to deal with all her problems and that's why she is justified in calling the Mall cops. I thanked police for their time and left.

Side note, stephany said I am never allowed in the store again, but apple care said if the machine breaks again I have to bring it back to that store and no others.

I fear for Stephanys mental health. If she is so fragile in her emotional state that she feels warranted to insult, threaten, intimidate and force her will on people, then she needs help overcoming those issues. I would recommend Apple not take discipline action and instead offer her time off and psychological support. I would also recommend she spend time at oi und people in the military to better understand their views and not force everyone to bend to her will. There are billions of people out there, we arnt all suckers that take lies from people like stephany.

This also means the culture at the store also drops as she is the leader at this location. Her staff see her act this way to customers all day long and feel justified in their boldness (if steph the manager can do it, why not me). The culture (much like recent reviews) of this location is not ok n of service, just sell it and kick out anyone with a valid complaint. If apple thinks you are justified in your request, flank the individual with multiple staff members, bully him, pretend you are a delicate snowflake and that your feelings are what apple defends, so pretend you are insulted, lie that you feel threatened and call the mall cops (again, if she really was threatened why would you call the mall cop... not the REAL police?!?!?). What can a mall cop do that a police officer cant? A mall cop can escort you out but if their life and security were in such an unprotected state, why not call the professionals? Because they fraudulently make up lies so they can use the law as their enforcement arm. Not the real law though, just the ones that see their side.

I decided because of the insult that I will donate my 'new' ipad pro to Toys for Tots. I want nothing from Apple ever again. I hear Apple is a family. I want out of this abusive family. I dont deserve to be treated this way just because Apple...

This is the second day in a row that I’ve had issues with apple. I came in yesterday to use my AppleCare plan and it was a complete waste of time. I started doing everything with the apple support team over the phone to spend less time at the store. They completely messed up what they had said they were going to do. They charged me $100 when doing it over the phone then tried to charge me again a second time for the same thing at the store. Then they started asking me if I had a receipt or a repair number, which I wasn’t provided with any of this at all. It’s very degrading having your integrity questioned of weather or not you made a payment that you have no proof off, when surrounded by other customers. I had to show them from my bank account that money was taken out of my account from apple. The person insisting I had to pay the extra $100 at the store. I left because they had no time to speak to their billers to find out what happened with my payment and I didn’t want to pay another $100 if they didn’t know what happened to the initial payment. After leaving with no phone replacement. I had to speak to customer support to fix what they messed up in their system. After an hour speaking with someone they were finally able to refund my money not because it something that should have been done right away, but because I had to insist they refund my money. Then after the conversation, I told the service rep to put in a note that I want to come in to the apple store, not deal with anyone and just do a quick swap, pay and leave. I make the appointment for today at 5. I get here and they tell me I made an appointment for shopping not the genius appointment that I need to make the exchange of phone. There’s literally no option for that when making an appointment. Their system just directs you to what it thinks who you should see. And now I’m stuck waiting again for using my AppleCare plan. I don’t understand why they are more concerned about getting more products sold when these products can be purchased online and just picked up and the genius portion is where customers really need the face to face. It’s ridiculous that I have wasted two days for their mistakes and lack of communication.

I edited my review from a 2 to a 4. Matt and Megan did an amazing job helping me and fixing the issue....

Went to this particular Apple Store and the service surprisingly was less than acceptable. everything usually associated with Apple is of excellence. Bought the latest Apple airpods for my lady and I along with cases for both. When we got home, one box didn't have a case in it and the other case was not for the size of the pods I'd just purchased. Called, was given appointment for the next day. Come to find out the cases for the New Pods are not even out yet. How tacky was it to sell me something the representative knew wasn't for my purchases. These airpods were $249 a piece and his is the kind of customer service I get. Disappointed in this location, not apple products.

Update 11/18/22

Yet another Blunder by this location. Previously I was sold the wrong product and had to make an appointment for a refund. I was given an Apple Gift Card which only can be used to buy Apple products. The money I spent originally can be used to make purchases anywhere. Go figure the limitation when the error was on the representative for selling me the wrong product in the first place. I go back for a 3rd time which is always a chore because the parking lot is so far from the access inside the mall. Terrible location and a deterrent to have to walk so far. I brought in four old iPhones traded them in for gift cards to purchase the Apple Watch. When time to checkout, the gift card if received previously for the Apple AirPods Cases I was sold that didn’t not go with the actual AirPods I bout as well. After several times in the checkout it kept popping up an error. The Rep. said it was a security issue because I had 5 gift cards. Requested to speak with manager (Brandon) and he refused to come over. He kept sending the Rep. back with some excuse that I can make my purchase online because he could not override what corporate was doing. I walked over to him and explained the inconvenience of this store from beginning to end and mind you I’ve been in for the visit for an hour and 45 mins. Well, what you know, he found a way to make my purchase using the gift cards and I obtained my Apple Watch. Why did it take all of my time and for me to become forceful to get good customer service. This store is the worst, Apple products are great but this location can get better at servicing...