Apple Michigan Avenue — Local services in Chicago

(from a class report, thank you for your kindness during our visit!) The retail and service atmospherics were extremely organized, professional, peaceful, and calming. The design of the building and its intended purpose creates a welcoming and communal area that puts consumers at ease. Employees were never pressing, not once even when customers were browning products did an employee attempt to push the sale. Rather, employees allowed the consumer to initiate the sale on their own volition. Uniforms were extremely casual featuring an uniform shirt, and jeans, shoes, and accessories of the employees’ choice. This contributes to the welcoming, non-threatening aura that the entirety of the building gives off. No bathrooms, smells like nothing. VERY clean and sterile. Not crowded, no lines. Music is upbeat, bordering on inspirational. No visible security team (plainclothes/LP/secret shoppers?), not a ton of labels or price tags, no real service desk space. Even the fire extinguisher (See figure a) is hidden behind a labeled panel on the wall, made to blend in with the surrounding area. Employees roam with customers. Employees work on commission, so are encouraged and motivated to sell to customers, but don’t often approach customers and never crowd them. I noticed them in several instances of staff directing certain fellow staff members to help certain customers based on not just the issues the customer faced, but the customers interests or personalities. For instance, I noticed an older employee quietly snagged a younger one and made a comment to them that I seemed like an art student, so it’s likely that the personal connection is not only encouraged but perhaps a strategy they use– though they really seem to wait until customers make the first approach in purchasing. They do greet customers at the door with several points of contact, including a greeter and a ‘receptionist.’ The servicescape was very unique to the Apple brand, with no cash registers or fixed P.O.S systems. Everything in the Apple store from information on the device to information on other devices was done domestically with their own products, for example Ipads were used to highlight the features and comparisons between the Apple watch generations. Even when Apple owned devices were not utilized, Apple software was utilized such as the P.O.S systems that each employee is equipped with. Each product was displayed in a very epistemic way, with all specs and possible information put out on display showing the confidence that Apple has in their products. The entirety of the servicescape can be summarized as extremely non-threatening, from the plain clothed security, which were virtually invisible to the consumer, to the personal feeling of purchasing a product from an individual employee everything was made to make the consumer...

I have been going to this location since about 2019. I …..like many in the comment board enjoy the location and it’s very scenic surroundings where I have taken several pictures on my Apple 📱over the years. The many times I have gone this location I never experienced problems with Sales Associates, cancelled appointments without the customers knowledge, long waits in lines, mean Security Personnel, unprofessionalism of any kind, online not there for pickup and sold out merchandise not being allowed 2 purchase at another store or period for purchasing. If the store doesn’t have it they will be more than happy to find it from another location or tell you when that item will be restocked at a later date or purchase it online @ the store for store pickup or delivery to your home address. I come from and have worked in Retail for a many of years and not every stores does price match up - depends on the store policy and check with management. Apple products are too d@@N high for some SA 2 just allow a customer to walk out the door without giving them their FULL ATTENTION - meeting up with their every need - sell add ons - make suggestions etc…. I was in the store last year ( 4/21) to trade in my phone and Sales Associates SOLD ME the best glass slip cover in the store (cost $59.00) something to do with how Apple is making the newer models and glass being used for their NEWER phones. SNOW JOB, 🤔……but I never had one problem with the look of my phone when I turned it in 4/22. Apple phones are pretty durable compared to most of the Androids I used to buy in the past. Those plastic made cover shields (cheaper in cost) did nothing to protect the face of my phone. So whatever he sold me on worked based on my past experiences with Android, those clear phone covers (3 year in purchasing one) do a great job in protecting the body of my phones. Two Suggestions …..SA should always know if U have protected your phone properly because this SA was going to analyze my phone for my trade in value based on the phone cover having a crack and not the phone itself. I had to tell HER my phone was being protected by a shield and a cover. Secondly, U should push your pretty credit card whether someone wants it or not just in case - no more needs 2 be said!! Finally I have never used the Genius Bar 2 know IF ……..”THEY GOT THE RIGHT STUFF!!!” One day maybe I will try and see if they can fix a problem as well as they can...

I had a terrible experience at this store when coming in for an appointment at the Genius Bar.

1. I arrived on time but got to the bottom of the stairs and it wasn't clear if I check-in with the 2 store associates standing there or not. One of them seemed to be in an involved conversation with a customer. So I walked around the store to find the "Genius Bar". It turns out there is no Genius Bar, so I go back to the front of the stairs to check-in with the only associate available, The other associate was still involved in the conversation. If you are assigned to check people in, it is wise not to get involved in an extended conversation because it creates a bottle-neck at check in.
2. The associate supposedly checked me in and told me to sit at a table where another associate was working with a customer, Silly me, I thought this associate would help me next. But he finishes with the customer and leaves the table. There seemed to be no management of people who had checked-in for appointments, you were just left to fend for yourself.
3. I ask an associate who walks by the table, if this is where I get help, I give him my name and he looks at his screen and says "oh, its only 2:05 and you had a 2pm appointment, it will be awhile. As I sit there, the store was in chaos, there seemed to be no management of the check-in process at all. Finally, at 2:15, I stop an associate who is walking by, I tell him I am about to have a meltdown because the atmosphere, the process was such a mess, and that I could end up sitting there for hours, He looked at his screen and told me there was only 1 mac consultant on duty and that there were a few people ahead of me and he would check with her to see how much longer. Well, another 5 minutes goes by and this gal arrives at the table, and helps me. She was knowledgable and friendly and really good.

i recommend avoiding this store or going very early to avoid the bedlam. i had a horrible experience except for the gal who helped me and the nice associate who filled me in on what the situation is.

The check in associates were terrible and there seemed to be no manager overseeing the situation. I love Apple but I am avoiding this store and this process of just sending people off to wait in the bedlam is horrible. For how organized the scheduling system is, this was the opposite, a free for all.It was probably one of the worst store experiences I...