Apple Somerset — Attraction in Troy

Came in today for phone issues, was dealt with by tara, halfway through I figured I may as well have her diagnosis my AirPods which haven’t been working so good lately. My AirPods were names “Shawn’s AirPods” and she replaced the left and right but kept the same case. When my 7 year old daughter went reconnect the case and AirPods to phone, there were two Bluetooth connections, first was the case labeled “Shawn’s AirPods” however the left and right headphones were labeled “dirty bit””” AirPods, without the censor. My daughter asked me what that word means, she didn’t know it. My AirPods were dirty, I’m sorry, i ride bikes and go to work, I do get dirty through the day. Dear kind girl, my headphones may have been dirty, but your heart is dirtier. God bless you One star Don’t treat people like thay

Update: After posting this review I received a call back from Zach regarding the complaint, just to be clear you can see the AirPods case which was the old one since it didn’t get replaced, is named “Shawn’s AirPods” and the new ones (left and right) are named dirty b”””” airpods Zach called and proceeded to tell me how it didn’t happen from his team, he basically called me a liar, and said it must have been me since it was my phone. He claimed he went back to the date and can be 100% sure it wasn’t his employee. But that doesn’t really make sense does it, because he can’t go back and see every move she made by rewinding a camera, because she would had to have done it on a computer. If apple corporate sees this, just be sure to know that neither Zach or Tara are worthy of any sort of promotion out of that store. I have a close family member who works for Apple in the Texas location, and he does not speak to your clients this way. Never has he behaved this way when representing Apple, nor has anybody he knows. I suppose that explains why he is working in the corporate office, and these guys are in the store selling cell phones. Good riddance Zach, you are just as bad as she is. I am no stranger to bullying. And it was pretty bad to be treated this way by Tara and have you gaslight me as a liar. In a light full of people with dark hearts and no conscious, I will keep mine shining to cover your darkness. Suffice it to say this really hurt my feelings, and still no apology. One apology and acknowledgment of what happened this review would not be here, but you refused to make it right, and it was quite clear the “corporate” manner in which you tried to deny it. Because when I proved to you my case was labeled my name which I had before walking in, was different from the brand new foul named AirPods Tara gave me, you had no defense. Just “I don’t think so, why would she do that” “The only thing evil needs to succeed is for good men to do nothing” I am genuinely offended and the next phone I purchase will not be Apple or iPhone. Based solely on this experience. They have officially lost 5 customers, and I had purchased brand new phones for everyone in my home when they needed one, they all agree, we will be switching to Samsung. Also wanted to buy a VR headset; will be taking that money elsewhere as...

Let me start off by saying, I was absolutely disgusted with the way I was treated by the Manager of the Apple store team of the Somerset Mall in Troy, Mi named Lauren! I came in for a 2:40 appointment on oct 2,2018 to have my iPhone X camera fixed or replaced as it my phone taking very poor quality and blurry photos. They took my phone after examining it and seeing that the camera needed to be replaced. I was told to come back to pick up my phone in 90 minutes. So by my 5:00 o’clock I came back to the store, excited to pick up my phone and looking forward to take nice pictures with it. Only to found out I was being handed my phone back with a totally shattered screen. The associate rushed to make me sign in on the iPad that I have received my phone and everything was good. I said wait a minute, this isn’t my phone, I had to check the photos to make sure it was my phone, then I said to her you guys broke my screen, she replied “it was like this when you dropped it” I said no it was not, and pointed to another Apple store member and I said you need to get her here, because she’s the one who helped me when I walked in and I’m sure she would remember that my phone screen was not shattered at all!! So she leaves and go talk to her and takes for ever, I was boiling on the inside and totally shocked at Apple store, and never thought in a million years that they would be dishonest and liars! I stood there waiting with my husband and 2 babies under the age of two years old! They took long and I felt I was totally being ignored, so I asked to see the manager. Few minutes later, the lady who helped us at first came and talked to us and admit that the phone screen was not shattered or damaged and we were right! With all this being said, the Manager (Lauren) still did not want to admit it was the staffs fault, so she came back saying “we don’t know, but we are going to fix it and it will take 30 minutes”. So we decided to wait there since it’s only gonna be half an hour. We ending up standing there, for an hour and half instead! Through out that whole time, The Manager (Lauren) she would walk right by us numerous times and totally ignore us and try to avoid us. My husband and I, felt we being very humiliated by her in public setting. She was very snobby and rude. Condescending and impatient. You would think for someone who manage such a big and known Apple store to have some communications skills or at least be somehow nicer to her customers. So while we were being ignored I asked if there was another manager working and that’s when we were introduced to Julie. OMG, what a difference we have found in them two! It was like day and night. Julie was very professional and understanding! She went to check on the phone status multiple time and apologized for the long wait and the frustration the other manager caused it. She also offered us a screen protection on the phone and asked her staff to replace it for me. Thanks Julie, for assisting me and provided me with an excellent customer service. You made my day whole lot better, I wish Apple would hire more...

I ordered a new iPhone online last night and selected in-store pick-up. If I knew what this store was like, I would have gladly paid shipping fees. In short, the place is clean but smells disgusting and the staff are rude. Based on my experience at this store, I am quite turned off from all Apple products. As soon as I walked in I was met with the most awful stench. I am not joking or exaggerating when I say it smelled like urine and feces - it literally smelled like an old barn, except not nearly as appealing. People looked busy, so I waited to be waited on for about 5 minutes before, after realizing numerous apple employees were chatting with each other and actually walking past me to ask others if they needed help with anything, I interrupted a conversation between two employees and said I'd already paid for a phone and just needed to pick it up. The employee brought me to a table and told me to wait. I waited for about 10 minutes, again while other employees were walking past me to inquire as to whether others needed to be helped. Once again I had to find a new employee and ask for help. Again more waiting. Finally, after 30 minutes after I'd entered the store, my phone that I'd already paid for was brought to me. I showed the employee my driver's license and credit card (as is standard) and he returned my credit bard, but then he began attempting to open the box with my drivers license. My driver's license is an enhanced one that needs to be kept in a case when not actively in use, and this guy is opening boxes with it. I ask the guy to stop and I offer him the actual knife on my keychain - he declines and keeps going at it with my driver's license. Seriously, dude? Come on. Later, as we're activating the phone, the terms and conditions screen appears. Now I don't claim to read these in their entirety, but I do like to at least skim them, but as soon as the screen appears, the guys says, "hit accept". "Hold on," I say. "Hit accept," the guy repeats, and leans over and presses the "accept" button. What. What in the world. Inappropriate and unprofessional. About 45 minutes after I entered, I finally walked out with the phone I'd already paid for! Next time I need an Apple product (if I ever want one again) I'd rather just go to Best Buy than this place...