Apple Lille — Local services in Lille

Apple Customer Service [1 Rue Faidherbe, 59800 Lille] Lille, France Subject: Complaint regarding recent purchase and customer service experience

I am writing to express my disappointment and concern regarding a recent purchase I made at the Apple shop in Lille, specifically pertaining to the service I received from one of your staff members and the subsequent difficulties I encountered in resolving the issue. Recently I have visited the Apple shop located at [1 Rue Faidherbe, 59800 Lille] in search of an Apple MacAir M2 with an English keyboard. The consultant at the store, whose name I unfortunately did not note down, advised me to place the order by phone. I promptly called the Apple shop in Lille using the contact number and placed the order on 3rd of June.

After receiving a message notifying me that I could collect the MacAir M2 from the Apple store in Lille, I visited the store on June 12th (yesterday). However, upon returning home, I realized that I was not completely satisfied with the colour and size of the product, prompting me to reconsider my decision. I immediately returned to the store and was fortunate to be assisted by an exceptional consultant named Morgane, who displayed genuine concern for my satisfaction and attempted to facilitate the necessary refund.

Regrettably, when Morgane sought assistance from the manager, Aurelie, the encounter took an unfavorable turn. Aurelie exhibited a lack of politeness, displayed no willingness to help, and conducted herself in a manner that can only be described as arrogant. Despite my request for support in returning the product and securing a refund, Aurelie outright refused to accommodate my request, insisting that I must initiate the return process online.

Throughout this ordeal, Morgane remained incredibly helpful and supportive, dedicating over an hour of her time to assist me with the issue at hand. It is worth noting that her professionalism and commitment to customer satisfaction were greatly appreciated during an otherwise distressing experience.

To my disbelief, it was communicated to me that in order to receive a reimbursement, I am required to wait 72 hours for someone to come to my residence to collect the MacAir. This convoluted process has left me feeling frustrated and disillusioned. As an ardent admirer and loyal customer of Apple, I had always associated the brand with exceptional service and client appreciation. Unfortunately, my recent experience has been far from satisfactory, leaving me feeling undervalued and disrespected as a customer.

I kindly request your urgent attention and support in resolving this matter promptly. I believe that Apple prides itself on its commitment to customer satisfaction, and I genuinely hope that you will take this opportunity to rectify the situation and restore my faith in your brand. It is my earnest desire to continue as a satisfied Apple customer, and I trust that you will take the necessary steps to ensure a swift resolution.

I would be grateful if you could provide me with clear instructions on how to proceed with the return process, as well as any additional assistance you can offer to facilitate a smooth and timely refund. Furthermore, I kindly request that you address the conduct of the manager, Aurelie, and ensure that appropriate measures are taken to prevent similar incidents in the future.

Thank you for your attention to this matter. I look forward to a swift resolution and a positive outcome. I remain hopeful that my next interaction with Apple will be a more positive and...

DO NOT TRUST THEM !!!

I visited the apple store due to a supposed malfunction of my iPhone 8 + charging port. I thought that asking Apple's employees to help me was the best I could do as I trusted the brand more than some other repair shops. After cleaning the charging port by myself I heard a small noise and the phone couldn't be charged anymore. As I was going on a trip in the next few days, having a phone which could charge was very important for me.

When I entered the shop I told about my issue and was sent to the second floor of the shop to an apple employee. They took my phone and looked into it with a special tool to check if the charging port was damaged and if yes was it repairable. They directly told me that this part of the phone was IRREPLACABLE an IMPOSSIBLE TO REPAIR and I had no other choice than to charge it by wireless charger or to buy a new phone.

I asked the employees if they were ready to get my phone in their buyback program so I could have a discount if I wanted to buy a new phone and was told that the phone's value was 0 Euro. I was desperate, after that I met Elliot who helped me and I bought the Wireless charger to gain some time before deciding to buy the new iPhone 13, he told me I could use it to charge for that evening and then come back tomorrow, return the item and buy the new phone if I choose so. I was thankful to him, but the calculation he made to me for the iPhone 13 was wrong, as I am not an EU citizen I have the right to buy goods VAT Free, he told me that the 13 would cost me approx. 720 Euro. I left the shop with this information and the wireless charged I purchased to charge my phone that night. As I wanted to get an extra opinion I called in my home country and was told that the port was IN FACT repairable, which was already the first red flag from Apple. Then the next day I visited a small phone repair shop, told them about my issue, the repair guy just put a small tool in the charging port and took out some dust. The phone was indeed charging and everything Apple told me was a LIE. I do understand that apple's forecast for 2022 annual sales are lower than expected but using this kind of tactics for a firm this big is SHAMEFUL. But even so, I was still so fond of the product I visited the shop to get a real price on the iPhone 13 - VAT, once again disappointed because this time the Apple shop's employee told me the price Elliot told me was wrong and it was impossible for them to know the exact price before the checkout of the product. For sure I left the store without buying anything because this kind of behavior is...

I had a really unpleasant experience at the store in Lille. I went to the store to buy the iPhone 13 with Finance. The directed me to one young sales guy who speaks English, he was first of all not very patient to give me the time to make my choice. He pushed me to choose and Then he started asking me for all the documents necessary to get the finance approval. I patiently provided him everything he asked for and each time checking with him if it was ok. It took half hour to complete all the paperwork and then a 15 min wait to get the approval. After waiting all that time he came to us and told us the finance option was declined by the bank and when we asked him why he said “ no reason, it’s like that”. Dint propose any solution or try to help us know more. He dint really seem inclined to sell us that iPhone. So very disappointed about this. Being an Apple outlet I am super surprised by their disregard for customer satisfaction.It’s their loss because I will most certainly buy the phone but not from this store. Also, I am thinking of lodging a complaint because when I left the store not only was I disappointed to go back empty handed, I also felt embarrassed that I dint get the credit. I almost felt their behaviour towards me...