Apple Millenia — Attraction in Orlando

This was our first visit to this location and they were just as busy as the other ones. We walked in and I spoke to one of the salesmen about exactly what we wanted and he sent us to get in line. We spoke to the next person at the front of the line and told them exactly what we wanted and they had us wait to get to a salesman. When we got to the front of the line we spoke to the young lady there and as soon as the salesman was available she assigned us to him. A very efficient system actually considering how busy Apple stores can be. The salesman we were assigned to was "Ron" and he did an excellent job and was very patient with us during the extremely long time we were there. Everything was going great and quickly until he went to add the phone to a line on my T-Mobile account. Their system showed my account blocked so I had to call T-Mobile to get it taken care of. Between the two of us we explained to the T-Mobile rep on the phone at least five different times exactly what it was doing and what we were trying to do and for whatever reason they just did not seem to understand. Finally we were settled on putting the SIM chip in that I had from T-Mobile for an active line and while we were setting up paying for the phone so we could put the chip in T-Mobile called me back to go over our issue one more time. According to the rep in the end they just had to do an update on my account to make it work but I don't know why that took almost an hour. Ron was able to process the sale and we installed the chip and went through the process of transferring information from one phone to another and running the update on the system and then we tried the phone and it worked great. Personally I'm not much of a fan of the prices at Apple but we have never had an issue with them that couldn't be taken care of. Employees are always friendly and there's always someone in the store that can answer the odd question you might have. We were extremely satisfied and the new kid in the house was using the phone is thrilled to have an upgrade from their old one that they had to return. If you like Apple products or if you want to try them I can definitely recommend it if you can afford it. We were well taken care of here and when we left we were satisfied with the experience with Apple. T-Mobile might be a little shaky for me but I can usually find someone to take care of any problem I have with...

Jordan is the most rude manager I have meet in my entire life. ———— As everyone knows, Apple's quality has been declining a lot in the last 2 years and even when buying an expensive device like the iPhone 16 Pro, it has had manufacturing and hardware problems since day one. The volume button simply doesn't work. I was previously in this same situation where an employee tried to lime the device, something I had already done at home, but nothing was resolved. Today, for the second time, I need to come to the store in the hope of receiving minimally decent service and being treated with some respect. Jordan, the manager, arrived nervous and asked me harshly what the problem was. When I explained that I have a device with a manufacturing defect and that they had already updated it previously and that's why I wanted another device, he told me that Apple no longer exchanges devices, even defective ones, and that he had no available space and that I should come back tomorrow. I feel disrespected, including by his rude attitude, hearing phrases like “I don’t care” and “I already have 3 children” when I said that I take care of my baby and I can’t come to the store twice a week to try to fix a faulty device. It’s very sad. A brand that has been getting worse in terms of the quality of its products now also has disrespectful treatment in every way. I hope that no other customer ever has to deal with someone as rude as Jordan.

—- Update —

I called Apple's 800 number and was answered by Jennifer. She was an extremely attentive person who really seemed concerned about the negative experience I had in the store in person and was concerned about listening to me, studying solutions and making me satisfied as a consumer. They created a process to better investigate the behavior of this rude manager, and gave me a gift of AirPods Pro 2nd generation as a way of redeeming themselves. I accepted but made it clear to them that it was never about money or getting anything from Apple and that it was just. Having received professional and respectful service from Jennifer, I was already happy and felt respected. It seems that the same company that made a mistake in hiring the store manager made a very good decision in...

I have been a loyal Apple customer for over 10 years, using Apple products for both my business and personal life, and I have always appreciated the exceptional customer service Apple is known for. Unfortunately, my recent visit to the Apple Store at Millenia Boulevard in Orlando on Thursday, August 7, 2025, was the worst experience I have ever had with Apple.

I arrived shortly after the store opened at 10:00 AM and was immediately assisted by two outstanding employees who were professional, polite, and helpful. They began assisting me with updating my new MacBook, and everything was going smoothly.

Around 10:30 AM, a new shift arrived, and an employee named Allie took over the table. From the moment she approached, her demeanor was noticeably unfriendly. She came across as if she didn’t want to deal with customers so early in her shift. When I asked her about a matter the previous gentleman had been helping me with, she was dismissive and unwilling to assist. I politely asked if I could speak to him directly, and her attitude immediately escalated—she acted as though I was required to deal only with her, making an unnecessary scene.

At one point during our interaction, she literally said, “I’m just going to go to the back because I can’t deal with these people,” referring to me—an extremely unprofessional and discriminatory comment. As she walked away, she even tapped another worker and said, “Watch her,” as though I had done something wrong. I was simply there to have my new laptop updated.

Thankfully, the original gentleman (whom I believe is the manager) and the previous employee returned to assist me, and their professionalism salvaged the situation. However, Allie’s behavior was completely unacceptable—rude, condescending, and discriminatory.

This experience does not reflect the Apple standard I have come to expect over the last decade. Having an employee like Allie representing your brand damages the reputation Apple has worked so hard to build. I strongly believe this behavior warrants serious review and action, as no customer should be...