Apple Kyoto — Local services in Kyoto

While traveling in Kyoto, my phone unexpectedly got water damaged, so I urgently visited the Apple Store to buy a new iPhone. The store’s environment and service processes were impeccable, but the staff’s attitudes led to a polarized experience.

The first young male staff member who assisted me was disappointing. I asked in English whether the phone was a contract model and if it could be used in China, but he coldly replied, “I don’t know,” before saying a bunch of things in Japanese that I couldn’t understand. Considering the language barrier, I used Google Translate to ask again in Japanese, but his attitude remained indifferent, with an impatient look in his eyes. Even more frustrating, he then enthusiastically assisted some Western customers, clearly treating them differently. This was the first time I encountered such unfriendly service in Japan, and I was tempted to leave.

Fortunately, another male staff member proactively approached me. His friendly demeanor and clear answers confirmed the phone was contract-free and globally compatible. His professionalism and patience reassured me, and I completed the purchase. Around 11:30, during an iPhone training session, the initial rude staff member reappeared, eagerly chatting with the female trainer, showing that his service attitude seemed entirely mood-dependent.

Overall, the Kyoto Apple Store’s facilities and processes are satisfactory, but staff attitudes vary widely. I suggest Apple improve staff training to ensure consistent service. If you’re buying an iPhone in Kyoto, take your time to find a patient and professional...

Title: Irresponsible Repair and Disgraceful In-Store Service

I had one of the worst customer service experiences I've ever encountered at Apple Kyoto. On May 1st, I brought in my MacBook Pro for a simple screen replacement. After the repair was done, I was shocked to discover that all the data on my Mac had been completely erased — without any prior warning, consent, or documentation.

When I questioned the staff in-store, they ignored my concerns, gave vague and dismissive answers, and refused to acknowledge any fault or provide a proper explanation. Not a single staff member took responsibility or showed any empathy. The attitude was cold, indifferent, and disrespectful from start to finish.

I had to resort to contacting Apple Support online, who at least acknowledged the issue, but even then, no resolution was offered. Losing all personal and professional data due to a screen repair is unacceptable, and the lack of transparency and accountability by Apple Kyoto is absolutely appalling.

Apple promotes a premium brand image, but this store’s behavior was nothing short of negligent. I’ve submitted a formal complaint to Apple Japan and will be contacting the National Consumer Affairs Center of Japan to escalate this further.

Avoid this store at all costs if you value your data, your time, and basic respect...

I entered the store at 3:30 PM today and asked a staff member if it was possible to try the Vision Pro without an appointment. One male staff member informed me that the wait would be about 40 minutes if I wanted to try it on the spot. However, since we were just visiting and couldn’t wait that long, I told him it was fine, and we wouldn’t try it.

At the time, there were two customers trying out the Vision Pro, and another male staff member was guiding the customer to watching an official Apple tutorial video on his phone. Out of curiosity, I moved closer to take a look. Suddenly, that male staff member yelled at me, telling me not to get close! I felt genuinely uncomfortable with this experience. If customers aren’t allowed to approach, shouldn’t the area be blocked off or the staff politely inform them, instead of shouting?

I didn’t catch that staff member’s name, but if I had, I would have reported him. I want to warn future visitors: if you go to this Apple Store in Kyoto, beware that one of the staff might randomly yell at you...