Apple Penn Square — Attraction in Oklahoma City

First let me preface by saying I currently own 3 apple computers and an apple watch, plus about 5 iPods and 2 iPads. I have interacted with Apple for years. I have purchased online and in various Apple stores. I am not a novice. I purchased my Apple watch online and received it last week. There is a bit of a learning curve and I need a little help familiarizing myself with the watch. Before contacting the closest Apple store to me, Oklahoma City, I watched quite a few online tutorials and I still feel like I need help. I received a followup email from Apple yesterday and it stated that I could sign up or call to schedule a personal setup appt for my watch. I immediately called the Penn Square store to schedule an appointment. After getting the run around for over 28 minutes, I was informed that there is basically no such thing even though It says so on the website! I was told point blank that it sounds like I would need to go a "little deeper" than what they had to offer. If I had purchased one on one they would be able to help me, but I did not. I did not even know that it was available for the watch. A genius bar appointment was not ever suggested. I live 100 miles away and I did not just want to drive there and be turned away because they were too busy to help me. I am just dumbfounded at the conversation I just had. The woman who answered the phone was clueless and kept putting me on hold. Finally a gentleman got on the phone who was trying to help but basically was condescending and made me feel like a complete idiot. I was going to be in OKC on Tuesday. He informed me that I could attend a workshop at the apple store on Thursday night. I will not be in OKC on Thursday. Never have I gotten a bigger run around on an Apple product. I am just really surprised about this and very angry about the way this all went down. I really thought that I would just call the store, make an appointment and that would be the end of it. No so much!! I was humiliated and embarrassed by the way I was treated. I saw a few other negative reviews of this particular store online when I was looking up the phone number. I should have paid attention! I am calling the Apple store in Dallas to get some help as soon as I am finished writing this review. Lastly, after typing this entire review I just realized that I am logged in under my son's name. I have wasted too much time (45 minutes) to delete this, sign in under my own name and start over so I am leaving it under his name! My son did NOT write this review. A very unhappy and totally humiliated ...

It is hard to do a blanket review on a store when there are many different factors and humans. I will start with the positive.

The actual repair folks are fantastic for the most part. Apple products in general are pretty solid and strung through our home with care LOL.

We have been here a hand full of times and the results are usually the same. The staff on the floor for the most part are lost, seem lazy (almost like a car sales person ... checking with managers and huddled up not really talking just wasting time it seems) and are often offended if you question their statement that makes zero sense because they cannot explain it themselves (maybe not their fault totally).

We checked in, hung around for our appointment and then when some time passed we asked if we should stand in a certain spot, "no please check in with the person in the back" Person in the back was very agitated we were checking in and seemed flustered - not our fault we were told this. All in all the device came back perfectly fine but clearly there was visible software issues after an update. We worked through some ideas and we gave some back and forth and then our help stated I am just trying to HELP you! We acknowledge and I stated I am not sure why you are taking this tone..and they decided it was too much emotion and fled to take break? Either way horrible display of customer service which leads me to this.

The hiring team needs to do a WAY better job of hiring folks or the training team needs to do a better job at teaching the Apple steps of service because this store is far away from those core values. If all of those things are done properly and the outcome is still the same then the leadership team needs to go away especially if anyone is still there since 2012 to Present.

I want for the store to be an experience like it was: you know APPLE steps of service Approach, Probe, Position, Listen Educate and End with a fond farewell to return. (If you are reading this and you work for Apple or are apart of the leadership team YES I would be glad to explain more and help you achieve an Apple Store worth coming into. The rating says it all and I know for sure we are not the only ones. (not all Apple stores are like this if you are reading and are considering going to a store or...

The absolute worst customer service I’ve ever experienced. I made the mistake of purchasing 2 iPhone XS Max phones and long story short, the stainless steel bezel began separating from one of the phones 2 days after I purchased it, which ultimately resulted in the back glass cracking (awful design). I bought a case when I got the phone and it’s been in it since the day of purchase. I know for a fact that the phone has never been dropped or mistreated in any way. There is no evidence of physical damage caused by me — no scuff, dents, or other damage anywhere else aside from where the stainless steel has begun to separate on the side. I tried to give apple an opportunity to make this right, so I called and made an appointment with manager Raymond E. Went to the apple store st Penn Square to meet with him and he was little to no help. I asked if I could speak to the most senior manager in the store to see if he could make this situation right. Big mistake. JAMIE L. has the worst customer service skills I’ve ever seen in retail. I tried to explain to him that this phone is defective and that all I want is it fixed or replaced. In an effort to prove that I wasn’t trying to scam them, I also explained that I have insurance on both devices that I bought and that if I had caused this damage, I’d simply make a claim and have it fixed, but I didn’t and I shouldn’t have to eat this cost for a manufacturer defect especially after shelling out $3k for 2 phones. Literally the only thing he would say is “the phone is damaged, it’s your fault, you have to pay for it.” It was like talking to a robot. Finally when I realized I wasn’t going to get anywhere with him, I asked for his card at which point he replied “Sure, I’ll go get that, and I’ll call security while I’m at it.” Are you kidding me?! That’s what you say to a customer that has been a loyal apple user from day 1? From iMac’s, to MacBooks, to ipads, to iPhones. I’ve had them all. But the one time I have an issue with a product, they simply tell me “too bad” and threaten to call security on me?! This is outrageous and something should be done about this “manager” JAMIE L. Never again will I do business with...