Apple Broadway Plaza — Attraction in Walnut Creek

Worst customer service experience I've had in a long time. I know, I know, everyone in the world is trying to get an iPhone 6 at the same time. I do feel bad about the pressure these poor blue shirt-ed individuals are under at this time of year, but there really shouldn't be an excuse for the breakdown in civility.

After checking stock figures online via apple's iPhone app, and the website, I called the store number to confirm that it was worth my time to venture in. The person who answered the call said I should "head on over" as my desired item was in stock. 20 minutes later I appeared at the door and attempted to sign in. I was told flat out that there was no one that could help me, and that while it was 40 minutes before closing, I'd have to come back tomorrow.

I asked the keeper of the sign in sheet if they were sure, and explained that I had just phoned the store and was assured it was a good idea to come in. This is when a sub-par chain of events went from unfortunate to unacceptable. Amanda, the gatekeeper, told me I should have known that they wouldn't be able to help me. "Don't you see all the people here?" she asked with contempt.

When I attempted to explain I called a matter of minute ago to confirm that it was worth it to stop by she looked at me like I had two head. I couldn't tell if she was accusing me of being a lier or an idiot, but she made me feel like I was out of line for expecting anything different. I guess I didn't get the memo that customer service at Apple's retail stores currently sucks, and she was happy to fill me in. My bad.

In the hopes that this was a blip, I asked to speak with a manager. I was eventually funneled over to manager Phil, who's vision of helping me was essentially to prove beyond a reasonable doubt that Apple really couldn't be blamed here, and that I should just show up extra early tomorrow and keep my fingers crossed that things might work out next time. I gave him every chance I could to do anything other than argue with me, and to offer me something to make me feel like the whole evening wasn't a complete disaster, and he declined at every turn.

Apple: making a product that everyone wants will only take you so far. If you can't figure out a way to staff your stores and to support your employees well enough to keep up with your own hype machine, you're going to be left with a lot of disgruntled customers looking for any way to avoid helping your bottom line in any way.

Walnut Creek Apple Store Staff: Don't be mean. Going through this much effort to get a pocket computer is ridiculous. Please don't...

This is the worst experience that I have had, I went to repair the Face ID camera and the associated or representative person Brian “fixed it” and asked me what else he can do for me and the phone still had the same problem and later he decided to change de camera and asked me to leave my phone until the next day, I asked him 3 times if my phone had the complete back up because a half an Hour before I purchased the 200GB in iCloud and he told me 3 times yes the back up is completed I already checked it, the next day I went to pick up my phone and half of my pictures was deleted permanently more than 2 years of pictures permanently deleted, part of my contacts deleted he couldn’t recuperate any of them, beside that my appointment was at 11:15 am y Checked in at the door at 11:06 am they asked me to wait, after 35 minutes waiting I went to check with other person that was at the door because no body came to help me and he told me that the previous person canceled my appointment by mistake, instead check me in, she canceled my appointment, so I had to wait 10 more minutes until someone can help me, a lady came Julieta and told me the bad news about loosing my info and told me lies she said the person who was trying to repair my phone had in his notes that he could not do the back up and I asked her to call that person Brian and he came and told me yes I remember when you asked me several times is the back up was made and complete and I said yes the back up is complete, I apologize for that inconvenience, there is no apologize when you lost to much info, my pictures for more than 2 years , all my trips, family reunions, my daughter picture since she was 1 year old and she is 4 now, her birthdays , everything and they didn’t even care, they tried to do everything in the fast way and they do big and huge mistakes if he was not sure about the back up he should tell me and I would wait to the next appointment to do the repair but not tell me the back up is completed and later apologize, I don’t do anything with your false apologies or sorries they didn’t even care, they don’t have the knowledge to do that type of job, this is the...

If I could give this store a negative star or a "burn in hell" I would. After being made to wait 15 minutes after my appointment time that was scheduled the day before (not a bad wait but I had to feed the meter $3) I was told it would be $75 plus tax for a new battery. I said okay and they said to come back at 8:30pm. I arrive, they could not find my phone. After waiting 15 min they come and tell me that the replacement didn't work and they were giving me a brand new phone since it was a manufacture error. I saw the phone and it did not look new so I asked if it was a floor model. They said no, it was new. Then the man helping me saw a sticker on the back of the phone and went to the back (another 10 min), came back and said "oh they forgot to take off the sticker.".I asked if my information was on it and they said yes, I asked them to check and sure enough they forgot my SIM card. So I wait (another 5 min), he comes back and the phone is dead but the SIM card is in. He tells me this is how new phones come, I say "Not one of my Iphone's have ever come totally dead" He tells me again that this is from the manufacture, never used that's why there is no power. I paid the $78 and try to charge the phone in the store while I wait for him to come back with a receipt. he never does, so I ask someone else. A girl goes and gets it for me and I ask her, "this paper says everything that was done right? it has that I revived a brand new phone after the battery replacement failed right?" she says yes. So I drive home charging my phone and sure enough when it turns on, someones baby's picture is on the lock screen, its a 6 digit pass code (mine was 4), and NOT A NEW PHONE. Let alone one I can use! After wasting my Friday night and now I'll have to go in tomorrow when I have work events to do that I had to make calls for tonight and I CANT DO ANYTHING! After all the times I said "are you sure?" and this still happened, I. Am. Furious. Oh, And the paperwork did not say any of this, it said they only replaced the battery. Can not wait to deal with this on a Saturday morning. Rant over, and to sum it up,...