uBreakiFix - Phone and Computer Repair — Attraction in West Des Moines

BEWARE, do not take your devices here under ANY circumstance! If I was able to give 0 stars for this review, I would. Terrible customer experience, rude employees, and none of our devices ended up being fixed after FIVE weeks in their possession. We typically do not leave negative reviews, however this company and their employees at this location truly earned this one. I feel it is important to share as we don't want others to have to go through the same poor experience that we did.

My MacBook Air was damaged due to my almost empty water bottle tipping over in the same bag. The water damage was very minimal and basically my device was working completely as normal, other than it would not charge. We brought it into Asurion in hopes that it would be a pretty easy fix. We were assured from the beginning that my laptop would be able to be picked up on October 4th, which was about 3 weeks after drop off. I questioned this because I was worried that the water damage would worsen if it didn't get fixed right away. We were assured that it was put in some sort of device that would thoroughly dry out the components of the device so we don't have to worry about water damage progression. Throughout this entire process, we were never called ONCE. We called in and initiated every single conversation with this company to get updates on our devices. After numerous calls, we were finally eventually told that the laptop would be ready for pick up on October 12th. We never ended up hearing back again so called in on October 12th when we did not receive the ready for pick up call. We were then told on this phone call that the trackpad and keyboard (which had no previous issues) was now not working. We were not given a reason as to why at that time but they were going to be ordering pieces to fix these newly developed issues. I again called back on Friday, October 14th and was told we would get an update and the parts would be in by Monday because they were going to overnight ship these other parts. I never heard anything back so later in the day on 10/17 I called again and spoke to Drew. He told me he was working on my device next and that he would call me back within the next hour or two. Surprise, surprise, no call back. They will lie and say they called and neither my husband or I ever got a single call. I voiced my frustrations about the experience to Drew when I again called back in and he literally just remained silent on the other line and couldn't provide any reassurance as most customer service representatives would.... Called again twice the next day and no answer. If they do not answer, there is no voicemail set up either. This went on and on for weeks with us initiating the conversation on updates regarding our devices. I then filed a complaint with the customer experience team and was told the issue would be escalated. I finally received a call back from David the next day after this complaint was made (after AGAIN calling into the location first) and was told that I could pick up my device and was told they couldn't fix it because shipping was apparently taking too long, even though I was previously told a week and a half earlier that the parts would be overnight shipped. I then voiced my frustrations in a professional manner over the phone to David and he then threatened to hang up on me after I have a very justified right to be frustrated by this point. After multiple calls, we found out on that call with David today (5 WEEKS after dropping off my laptop) that we could pick up my laptop at no charge because it was "unfixable."

Do not take this extremely disreputable company for their word. They say that they will "for sure" do things and then not follow through. Not one phone call was initiated on their end to provide us with updates. Rude employees with no empathy or customer service abilities whatsoever. Devices are still unfixed and my laptop now has MORE issues than when I first brought it in. Still waiting to hear back regarding my customer experience case, but something sketchy is definitely...

To Whom it May Concern, I took my work computer to the uBreakiFix location in West Des Moines, Iowa after calling ahead to confirm that they could order and install additional RAM. I was told that I needed to come in person to pay before they could order the part. I did so on 6/18/2025, paid $53.50 just for the RAM, and was told they would call me when the part arrived. I never received any follow-up communication.I called again on Friday 6/20/2025 and was told the part was in and to bring my computer in on Monday morning. I made the 45-minute drive (one way) and dropped it off, expecting the quick 10-minute install I had been told about on the phone. Instead, I was told someone would call me when it was ready. Once again, no one called. Today (Tuesday 6/24/25), I attempted to call but kept getting a message that all staff were busy. I made the 45-minute drive again, waited over 15 minutes at the front desk (only one person was working), only to be told that the part still wasn’t in. The individual at the front desk was dismissive and condescending when I explained I had called ahead, been told the part was in, and expected a quick fix. I also mentioned that I had already missed a day of work because of their lack of communication. I then asked for my laptop back—this is my work computer, after all—and was told it had to be reassembled and would take another 10 minutes. This was baffling—why was my laptop taken apart if the part wasn’t even in yet? When I received the computer back, I asked, “So should I expect a call when the part comes in?” The response: “Oh, you still wanted us to do it?” I reminded them that I had already paid for the RAM. The employee’s tone and body language became snarky, so I asked for a refund instead. He said that wasn’t possible after he disappeared into the back for several minutes. I then asked to speak with the manager directly. The manager told me it was a miscommunication and asked who I had spoken with. I had no way of knowing who the individual was who answered the phone. He himself did not introduce himself by name or even as the manager and none of the employees wear name tags. When I called originally, someone looked up my information by phone number, so I don't understand how this issue was a miscommunication. There is no transparency or accountability. After reading recent Google Reviews, I’m even more concerned. Many customers report that this location has returned phones with additional damage and scratched laptops. Given what I’ve experienced, I no longer feel comfortable trusting this store with my work computer. I’ve now made two long trips, lost time, missed a day of work, and am still without the upgrade I paid for. This is...

My wife's Galaxy S7 Edge had the screen go out this past Friday (11/13/20). Trying to remove the battery from the phone myself (not the best idea) I ended up breaking the back glass, and then nicked the battery trying to get it out which caused it to bloat up and get very hot. I ended up dropping the phone off at this uBreakiFix location in West Des Moines. I cannot remember the employees name but he was extremely helpful despite having to work short-handed. He initially gave me an estimate of 5:00PM to have it fixed and I dropped it off at 11AM. I told him to take his time. 5:00 rolled around and I hadn't heard anything so I figured if it went past closing time I'd just pick the phone up on Sunday and give these guys time to make it right again.

Much to my surprise I got a phone call at about 7:28PM. uBreakiFix is only open until 7 which is why it was surprising to me. The employee informed me the phone was fixed, fully functional, and ready to be picked up. Despite me having a 20 minute drive over from the Southside he waited for me until I got there and then shared some helpful information with me as well prior to ringing me up.

Honestly you're not going to get better customer service than that. I technically could've fixed this phone myself, but did not have the luxury of time, and to be quite honest these phones are kind of a pain to work on, so I let the pros do it and I'm glad that I did because the phone came out looking like a brand new phone that had just been taken out of it's box.

The employee (special thanks to you dude, much appreciated!), stayed over past closing just to ensure I got the phone that night. That was awesome, and very much appreciated. His attention to detail was impeccable and he was very professional through the entire process.

I would definitely recommend their services if you're in a pinch and need your phone fixed. These guys know what...