Apple Bridgeport Village — Attraction in Tualatin

I am very dissatisfied with this company. I found the sales reps to be misleading in their communication, lacking in knowledge of their products and the management does not have a solid understanding of the concept of customer satisfaction. I went into the store with my 15 year old daughter because her IPhone 5S stopped working. I was told it was broken, out of warranty and presented with a few options buy the same model or upgrade. I spent some time communicating via text with my wife as we tried to decide what to do. Still unsure, I was told by the sales rep I had 15 days to return the iPhone 5S. BECAUSE OF THIS STATEMENT, which I relayed via text to my wife, I spent the $269 for a new 5S and left the store however on day 14, when I decided to exchange the item I was told by a different sales rep that I was unable to return the phone even though I was told otherwise. I spoke with the store manager David Reynolds who was very rude and arrogant when I informed him I was told by his rep I had 15 days to return the item. He was taught to handle a customer's justified complaint by calling them a liar in front of their teenage daughter. When I proceeded to show him proof of the text message between me and my wife where I stated in a text "the rep says we have 15 days to return the item or upgrade it, this did nothing to improve Mr. Reynolds unprofessionalism. Clearly I would have had no reason to send that text to my wife two weeks prior since at the time I would not have known then that two weeks later we would have ultimately decided to upgrade to a more expensive phone. Although I was offended by his continuing disrespectful manner to a longtime apple customer, I nevertheless tried to make my case to Mr. Reynolds however he rudely responded by saying "you’re angry so you need to leave the store". Mr. Reynold's level of incompetence is immeasurable. If one is not able to deal with dissatisfied customers, then they are not qualified to be in a management position. I noticed in the Bridgeport store reviews from others that I see this pattern of behavior from this store. When dissatisfied customers complain about an issue instead of working to resolve the issue the go to position is instead to tell the customer to leave the store. Kicking customers out of your store instead of working to resolve the issues that made them dissatisfied is a management style that should serve to close this location or at a minimum require retraining or hiring of a management team that understands the term customer satisfaction. Mr. Reynolds clearly does not. I have called Apple Care and complained they were outraged however they could not make the store honor the commitment I was originally given. They said the stores have their own agendas and apparently it's not customers. It seems rather evident that the Bridgeport Apple Store does not believe in customer loyalty or customer service. Customers are just a number to them and they are indifferent if they lose your business. I have been a customer for many years and it’s outrageous they have the audacity to not only lie to me but to also call me a lair and to have their representatives and their supervisor’s argue with me, and to do it in front of my daughter. The disrespect is never-ending. How about treating your loyal customers with some respect? It would seem Apple would be well served to invest in some real customer service reps and become a company that values its customers enough to treat them with honesty and respect from trained competent representatives. Shame on you Apple at the very least, act like you care enough to make an effort by being accommodating and stop arguing with your customers! You're products and services are not worth what we pay for them. I have been a loyal apple supporter for ten years. Where did that loyalty get me when I went into this store and expected the sales rep to honor the agreement I was...

I had the worst retail experience of my life yesterday. Absolutely embarrassing on your part. Went in and was supposed to get one-on-one setup help, what ensued was a total waste of 40 minutes for something that was supposed to take 15, I was told. I was shuffled of to a table in the back with one apple employee that was already helping 3 people. The spot I was told to wait at was taken by a group of kids, I had to ask them to leave- why would I have to do that? Then the employee that was supposed to do the setup couldn’t be bothered, thus me and my friend having to use our fingernails to get the plastic wrap off my MacBook Pro- again, why would the customer have to resort to that? I asked her if she was the one that was supposed to assist me and she said yeah, then about 30 seconds later I wanted her help again because the Mac wouldn’t turn on. After waiting more than a minute she finally tried for a while to turn it on which didn’t happen so she went to get a power cord. I waited while it charged until the setup menu appeared. This is where I needed help the most and even told her at the beginning that I mainly needed her help for this part because I didn’t want to get locked out of my ITunes for 90 days and a few other concerns. She once again was helping another customer with a deleted email and I was made to wait until they were done talking. At this point I asked another employee that wasn’t doing anything for help- I had to do this 3 separate times to get the help I was supposed to receive. I made my displeasure with the situation known from the start. I don’t get why this happened and why there were so many employees not doing anything when needed help. Besides all of that, the main person to ‘help’ me, she was NOT knowledge about a single question I had. I had a lot about the the difference between my new and old computer and the new features. In all, I was extremely let down and this was a terrible experience. I wish the Apple store downtown Portland wasn’t closed because this hassle could've been avoided. Next time I’ll second guess where to...

I pay for Assurant insurance through T-Mobile, which extends to AppleCare. I dropped my iPhone 15 Pro, and it stopped charging with an error message about the battery not being recognized. When I tried to file a claim on June 8th, I needed my IMEI number, but I couldn’t access it due to two-factor authentication issues. I had to request a password reset for my Apple account, which involved a waiting period, and I didn’t receive the email about the wait time.

Without a phone, I couldn’t use my bus pass, so I was stuck without transportation. I tried to find the IMEI number myself, but I ended up damaging the phone further. At T-Mobile, the staff were helpful, but now I’m being directed to AppleCare. AppleCare told me to go to Best Buy for repairs, but if they deem the phone totaled, I’ll have to pay out of pocket, which I can’t afford.

Feeling desperate, I opened a new line and bought an iPad as a backup device. AppleCare’s support has been frustrating and unhelpful, leaving me to walk over a mile to work every day. This experience has been incredibly stressful and disappointing.

UPDATE 06.14.2024 Apple ID Password Reset Saga Continues:

It won’t let me sign into my Apple account without sending my recovery passcode to the phone number I used to set up my password reset. So, it is 6AM, and I am awake and ready to go as usual because it’s the regular time I am awake however, it was my boss’s phone that I used to initiate the password reset and even signing in on a new device isn’t allowing me to bypass having a code texted to her cellphone and she isn’t responding to my messages because she is still asleep. When there is a link that says "I no longer have access to this number" Then there should be another way to sign in, but when I attempted to do so on my brand new iPad (even more money to Apple) Thanks for nothing Apple. I think it’s really awful this company gets to take all of my hard-earned money just so that they can provide mediocre products and the absolute WORST...