Apple Chandler Fashion Center — Local services in Chandler

Formal Complaint – Poor Service Experience at Apple Chandler Mall

Dear Apple Customer Relations,

I am writing to make a formal complaint regarding the service my family and I received at the Apple Store in Chandler Mall, Chandler, Arizona, on September 22, 2025.

On 9/21, my husband, son, and I visited the store in the evening, but it was so disorganized and chaotic that we decided to leave. The next morning, my husband ordered apple iphone 17 pro and pro max (spending approximately $2,000–$2,500) and scheduled an appointment for 6:00 PM on 9/22. During that process, he requested assistance with phone transfers and noted that we would be turning in our old devices.

We arrived early for our appointment and were told to wait until about 6:15, which was reasonable. However, from that point forward, the experience deteriorated. We were moved multiple times by employees, and because there was no designated desk or counter for customers who had already purchased and only needed service, we were told to stand by display tables. This meant we were constantly bumped into or crowded by both employees and other customers who were browsing and pulling on the devices. It was uncomfortable, unprofessional, and frustrating.

Our assigned sales associate, Sam, repeatedly started and stopped with us, asking the same questions over and over because he was too busy helping other customers at the same time. Although he was polite, he failed to complete the tasks we needed: activating our new phones, deactivating our old ones, linking our watches, and ensuring a proper transfer. After two hours of waiting and repeatedly asking him to finish, we left the store around 8 PM feeling frustrated and unimportant.

When we arrived home, both my husband’s phone and my phone were stuck on SOS mode. Exhausted but with no working phones, we drove all the way back to the Apple Store at 8:45 PM. When I explained the issue to Sam, he pointed us to the Verizon store across the way instead of resolving it. At Verizon, we learned this was a common problem because Apple staff were sending customers there for issues that should have been handled in-store. By then, Verizon was closing and advised us to visit a corporate store the next day.

As a result, we went the entire night and next morning without working phones. Thankfully, a Verizon employee named Adrian quickly and kindly resolved the issue the next day in only 5 minutes—something that should have been done correctly by Apple in the first place.

To make matters worse, I later noticed that I am now missing a few hundred photos that were very sentimental to me, including my son’s birthday and sports events. As a mother and side photographer, those photos were priceless memories that cannot be replaced.

This entire experience was unacceptable. We spent significant money with Apple and deserved much better treatment. Being dismissed, shuffled around, left standing in crowded areas, losing irreplaceable photos, and leaving without working devices—especially with a child and busy schedules as community-serving professionals—was frustrating and disrespectful.

What I request:

That this complaint is shared with employee Sam so he understands the seriousness of how poorly we were treated.

A gesture of goodwill, such as an Apple gift card, to acknowledge the amount we spent and the hardship we endured due to the lack of proper service.

We hope Apple will take this complaint seriously so future customers do not have to go through what we experienced.

As of today we now have received an email saying that one of our devices was NOT turned in even though we turned it in on 9/22 so now we are having to deal...

This review is for “Emily“ and the technician that examined my MacBook Pro 2017 on Sunday, September 10! The technician informed me that there are two options for fixing my laptop, either it’d cost $500 or $900 but before starting either one, they would need to get in touch with me to get my permission. I should anticipate a call from them." I've confirmed with him that I don't have to pay anything before starting to fix it, he said; yes that’s true!

This morning, I received an email that my device is ready for pickup! Wow, that was pretty quick yet nobody contacted me before the repair! I then called the store's customer care to inquire as to why my laptop was ready if I hadn't given permission for it to be done. She informed me that before doing that, they MUST phone you; nonetheless, your machine is ready! So I stopped by them after work to see what happened! They asked me to pay $500 since what I signed on is a work authorization that if the cost will be within that price they don’t need my approval they will get back to me only if it is more than that! I consent and admit I signed on that agreement “I DIDN’T READ IT” it’s my fault I trusted the technician words!

Then they told me we would have to call the manager “Emily” to step in! She was NOT helpful at all! She was trying to put the blame on me that I signed the work authorization instead of talking to technician and validate my story! She just want impose her input without listening to who caused the problem! The technician was a few steps away from us and he can hear our conversation!

We have debated for about 10 minutes, she told my we put for you a work worth $500! I told her I didn’t deny that and I admit that I signed on the agreement according to what the technician told me that they will have to get back to me before proceeding to fix it! She takes me back again to the work authorization but you signed on that work authorization!

I asked if they could put the damage parts again and have my laptop she told me this is irreplaceable and to take my laptop I have to pay the $500! I told her I feel get scammed and forced to pay something that I didn’t agree with at least verbally! She was on the technician side %100 NOT his fault and it’s my fault!

I’m not sure what kinda manager would blame the customer for an employee store fault! If he is not aware of the policy where he works this is not his fault even and it is her fault ''the manager'' GREAT Manager should step up and take responsibilities for their employees mistakes! I asked her to call him to ensure that what I’m saying is the truth! She totally ignored that because she knows it’s their fault not mine!

Eventually, she took the laptop and keep it with her! I feel I was treated unprofessionally from both the technician and more the manager “Emily”, and scammed and my laptop was taken from me because I trusted their words!

This is a deal breaker for me to purchase any apple products anymore!

POOR...

If I could give zero stars, I would. Also, employees should wear name tags for easy identification when they provide poor or outstanding customer service. Employees here are unhelpful and unwilling to share knowledge in a respectful manner. Customers are instructed to do everything themselves online when these “experts” should have expansive knowledge on product availability and be able to happily explain advantages to certain upgrades face to face, for ex: the difference between aluminum and stainless steel covers for Apple watches. The “Apple Watch specialist”, a young female, long dark brown hair, shorter average build, brown eyes and Asian is specifically guilty of this. As is a young slender-build Caucasian male with medium brown hair, short scruffy facial hair and blue eyes with a slender build and average height. (I wish I had asked their names or could call the store and request names)

Upon entering store to purchase a specific 4 series watch I asked the male associate if there is a line to enter for purchases since I planned on buying the watch right then. He asked what purchase I would be making, I said Apple Watch. Instead of asking any further questions, with a snide and unprofessional tone said “well there are 48 different watches” and sent us to the “watch specialist”.

Her attitude was highly unpleasant from the start. She was bothered by simple questions and would not explain differences between features, showing frustration in her tone and lack of expression on her face while speaking to all customers around her. The watch I wanted was not in stock at this location. I asked which Apple store I could purchase it at, and she said she does not have access to other store’s availability and no one else in the store could check. I would have to go online and order what I wanted to see availability. Since I was already standing in an Apple store, I find this unacceptable, rude, and unhelpful. I came to the location to make a $600 purchase and I left disappointed and annoyed without receiving any assistance.

This “Watch specialist” is poor at her job and it is clear she in unhappy when interacting with customers. When I visited the San tan village location the same day they were able to provide me with the assistance Chandler fashion could not, like access to other store’s availability of products and better explanations rather than leaving the customer in frustration like the “Watch specialist”. I drove further and purchased my Apple Watch at this location instead, where they have respect and patience for their customers and act like true “experts” on the technology.

Side note: the Watch Specialist at San Tan Village was able to provide me with Apple Watch availability at ALL locations.

These Chandler Fashion Center Apple Store employees are close to useless in my experience. Save yourself the frustration and visit a different...