Apple Roosevelt Field — Attraction in Town of Hempstead

In fact, I want to give this store 0 star if I could. I've never seen a Apple Store that contains a lot of elements that make people feel so bad! When you walk into the store, you will be forced into a chaos and confused situation. You would not find you are treated as a Customer! When I went to the "Start up" desk to make the reservation for a new phone, the staff asked me my first name and family name,I told her my name with clear and regular pronunciation, She said he can't hear clearly, I told her the name again and again, then she said she can't find my name in the system( (I don't have the reservation online, they can't find my name in the system definitely), and I said I don't have the reservation, she stare at me with the doubt in her eyes, I find this and said again "I don't have the reservation", then she came back to earth, and start to make the reservation, she told me something that I did't hear clearly, then I asked her "what's that?", then she started losing calm and showing her attitude with "I AM ASKING YOUR QUESTION, YOU SHOULD ANSWER MY QUESTION BUT YOU ARE NOW ASKING ME QUESTION!!!?", at this time, I noticed the people in lines behind me keep their eyes on me, I fell very galling and uncomfortable, I don't know why she became so rude and abreacted her bad emotions to me, but I also keep calm and told her "I am here to buy a new phone", then the reservation process begin, She ask me the type and detail of the phone I want to buy with a bizarrerie accent, I answered her questions and then she asked other staffs to pick the phone in the storage. I felt very very uncomfortable at the time waiting the phone. Then She calculated the price I should pay and then I give her the credit card (Bank fo China) without the signature on the back. She asked me for the driver licence and passport, I did't have driver license and did not take my passport that day, I showed her my students card of my graduate school in USA, It works all the time except this time, She shouted" without driver license and passport, NO!", I told her"I did't take the passport, do student card works?", She looked crazy and told other people"What he's saying", the women behind me told her,"he did't take the passport, but he can show the student card". The staff said, no, only license and passport worked. I feel very helpless and embarrassed, and said, "OK, I will not buy it". Even now, I can't figure out what makes that staff so angry. After this, I connected my friends(also in the mall), told them I can't buy the phone without passport, they said, "It works, you should tell them the situation clearly". In fact, I didn't tell them what I've met and how I was treated 3 minutes before, because I felt so uncomfortable and frustrated. When my friends found me in front door of the apple store, they told me to find another staff and tried agin, I said that I will buy in other store. They said it's ok if you change a staff. I step to this store which I will NEVER EVER come again and doubted if the student card can Really work or not. A staff pick up me and all the reservation and payment process went smoothly. I showed the staff the student card and asked her if it works. She told me it's fine. Now, I even don't know what makes the former staff that rude to me. Why she have to be that rude to me. Because of discrimination? Because of my oral english?Because of my questions to her? Because of her not feeling good today? How Apple trained these people without teaching them the right way to Communicate with their customers!! The staffs there are not qualified, not hospitable, not friendly. And YOU ARE NOT TREATED AS A CUSTOMER HERE!!! GO TO OTHER...

I had the most HORRIBLE pick-up experience at this location..

Our appointment was at 215pm. We arrived early at 11:30 am. I asked if I can pick up the phone early, and security specified there is a line, we will have to wait until our assigned time slot. No worries, we’ll shop around, playground, lunch etc.

We walked by around 1pm. There was a huge line by now. I asked if the staff at the entrance: Will I have to wait if I have an appointment? They said no, come straight to the front, speak to staff at 2:15pm.

We didn’t venture far away, and arrived on the dot. One specialist saw me with 2 toddlers waiting around.. patiently. (There was already 2 lines forming. One official line, and a line to ask questions to greeting staff) He saw my reservation. Told me to talk to another staff. Description: middle age, balding, average height.

I mention this because YOU could have made our lives much easier!!!

But instead, HE sent us all the way to the back of the line. His reasoning: even pick up’s still have to line up. I showed him my reservation and that your colleague just told me to see you. He said well I’m telling you to go line up.

We ended up waiting for almost an hour. What made it worst was that they promised to pick us out from the line for any pickups. The line was so long that by the time they got to us, we were already basically there.

The family in front had a ton of general questions. That family ended up blocking the staff’s view of us, and asked the girl behind us if she was picking up. She gets picked out the line. We proceed to follow because we were in front of her. Meanwhile here I am with 2 toddlers, 2 build a bear boxes, diaper bag. The staff asked where I was going. I stated we were in front of her. She questioned: “who is her??” And by then she was already inside. (That was not cool on her part either) We spoke prior and she knew we were also picking up. Security also came over to tell the people on the line: keep track of who is in front of you, to prevent skipping.

We ended up waiting for almost an hour. From 2:15pm appt time to finally leaving at 3:02pm. So what was the point of reserving a time slot?

Overall, horrible management. Who still waits for iPhones at this point in time, a week after release..? Especially when I had an appointment for pickup. There should be 2 SEPARATE lines. One specifically for pick up. The whole process took 5min once we were in. I had nothing to trade in. No exchanges or returns. Did not want any additional accessories. Did not need help transferring data. I specifically told them this in the beginning.. to multiple staff.

Thank god my girls were patient the whole time. We will never pick up anything from this store again. Play by the rules and get the short end of the...

I’m on my daughters account,because I don’t have an account of my own.But I just wanted to say the service there was terrible.We were the third ones there today a little earlier then 12.We waited then workers came out to help us.One lady was being rude and I’m not the type of person to comment on things like this but,I was just there to fix my daughters phone and I knew she was gonna give us a problem.The wait for us they said or made an appointment for me and my daughter as they claimed was in 2 hours.About 1 hour later we went to Apple, and asked if anyone had canceled so we could go in earlier (because they said people usually cancel so we were just curious to see if anyone had).They said that around 4:30 we could go in.Now we are sitting in the Parking lot of Roosevelt Field mall.We can’t go home because they only give us 10 minutes to get in once they’ve text us.I don’t think this is fair we’ve been here all day.Its now 1:15 and we have 3 hours to go.They lied to us.I didn’t know my daughters phone was gonna break,and obviously if I knew I would’ve made an appointment,not everyone can wait a week because they’ve said until Sunday or Saturday next week we could go in yesterday.They just happen to let us in today.Her twin brothers phone also broke yesterday.My son takes care of his phone better then anyone in the family,and his phone broke.I spent 500$ on something that was apples fault.My daughter had just got a new phone a couple months ago and it breaks as well.Im probably going to be spending over 500$ today at Apple again and I’m paying them for them to just be disrespect to me,and for something that’s apples fault.They are not doing the best they can for there customers.Until they serve the correct service customers should be getting,it’s a one star for me.I hope my review can open the workers at the Roosevelt field malls eyes and treat the customers here with respect regardless.They lied,Didn’t make us feel welcome,and disrespected me and my daughter.I don’t think I’ll be wasting my money here for them to treat us like this ever again.This is also a shocker because they usually have good service....