Apple Marunouchi — Local services in Tokyo

One of the apple’s flagship stores just opposite Tokyo station. With the corona pandemic, they have deployed store visiting policies where they give you specific reservation time when you can enter the store. It’s a very good process, with transparency and ensuring safety for everyone (customer and staff) but I think there are some improvements which can be brought in.

The process and some due kudos: Staff at store gate takes your information - name, phone no., device you want to purchase/repair etc and fixes your reservation. These are at 15 mins intervals and can only be done at store. Not possible to do it by phone or online. Depending on time of the day, it can be 30 mins to 1 hr + wait time to enter the store. You get a link as sms which has all the above info displayed (transparency). You arrive at your designated time and shown inside. Every customer has to be accompanied by a staff member. They are really good, help you with your query, show you products, answer your questions, don’t rush you off (important!!).

Although it’s a better process than many other stores here in Japan but here are some improvements which can be further brought in. Do consider them for a better customer experience. The reservation link can also have a link or input screen where customer can cancel and may be ask for a reschedule ? My reservation was set for 1 pm next day but I couldn’t come due to some other engagement. Tried to call up at store multiple times but nobody picked up. Hence it was cancelled. I had to do another reservation in evening when I was able to go and wait another 45 mins.

If only I could have the option to inform about reservation cancellation and rescheduling, it could have been a better experience.

I already knew what I wanted to buy as I had visited the store a day before. I just wanted to pay quickly, get the device quickly and go. But I had to make reservation , wait for my time and then allowed to enter the store.

How about having a separate process/lane for these kind of things. Some customers may just want to pay for the device/service and not check out the store. Saves them time and Makes their lives easier!

Hope you take the feedback and able to make it better...

I recently visited the Apple Marunouchi store, and while I was impressed with the store's interior, I left with a disappointing experience due to the unfriendly attitude of the staff.

The store itself boasts a spacious and visually stunning design, which truly highlights the beauty of Apple's products. The sleek aesthetics and modern layout create a welcoming and sophisticated ambiance, making it a pleasant environment to explore their range of electronic devices.

However, despite the impressive physical attributes of the store, the quality of service provided by the staff left much to be desired. One of the main pillars of a successful retail experience is attentive and friendly customer service, and unfortunately, this was lacking during my visit.

From the moment I entered the store, it was evident that the staff had a selective approach towards assisting customers. It seemed as though they were more focused on prioritizing specific customers rather than providing service to everyone equally. Instead of being proactive and attentive to the needs of all customers, including myself, they appeared disinterested and unhelpful.

Moreover, when I attempted to seek assistance, the staff merely glanced at me or briefly acknowledged my presence without offering any assistance. This lack of attention and disregard for all customers created an atmosphere that was less than welcoming.

In a highly competitive market, where customer service is a crucial deciding factor for many shoppers, I found it disappointing that the staff at Apple Marunouchi did not prioritize ensuring the satisfaction of...

Disappointing Experience – Questionable Charges and Potential Privacy Breach

A few months ago, I visited the Apple Store in Tokyo as a tourist to get my laptop repaired under warranty due to a malfunctioning screen. They checked the water damage indicator before accepting it, and there were no issues at that time. However, halfway through the repair process, I received an invoice claiming my microphone had water damage. Even though they couldn’t charge me for the screen repair, they suddenly found a reason to bill me for this supposed microphone issue, which didn’t exist when I handed it in.

Even more concerning, after collecting my laptop, I found some of my private information had been leaked online. I suspect this may have happened during the repair process, possibly involving two non-local employees (one with an orange beard and another American staff member) who seemed to smirk when I picked up my device. It left me feeling extremely uncomfortable, as if they were proud of violating my privacy.

As a tourist, I had no choice but to pay for the unnecessary repair, but I’m now worried about a potential breach of my personal data. This entire experience has left a bad taste, from the unjustified charges to the suspicious handling of my device. I urge Apple to investigate both the repair process and employee conduct to protect...