Apple West County — Local services in Des Peres

My issue started with a loaner phone due to my phone needing repaired. Initially The worker first approached me in what I felt like was an aggressive approach, but I could have mistaken it for something personal he was dealing with, but inappropriately , being the fact that he was at work and not home. That made me uncomfortable from the start of our interaction. He came at me verbally aggressive as if the problem at hand was his personal problem and not how one should conduct their self at work. It made me uncomfortable. He walked off for a short second and even another employee apologized for the guys behavior. Really It was all in his demeanor. When he came right back he says we have a problem. Well the problem I was unaware of. I had a case on the loaner phone so I was shocked myself when I seen the back was broken. Well he insisted on me paying a fee of over $200 to fix it. Since this was unexpected I wasn’t financially prepared to pay that amount. I simply asked him to show me where in the paperwork does it say that he could keep my phone as he insisted, and I asked where did I sign & agree to that as I was obtaining a loaner phone. I tried to tell him I had no problem paying for it being I was the last one who had it, but I couldn’t afford the whole amount that day & I would like to see the policy. He was at no understanding. Instead of explaining the policy to me, or helping me understand, he gets so frustrated that he walks off after repeating himself because he had no other words to help me as a customer feel safe in the situation. Very unknowledgeable. I don’t know the man’s name because he didn’t introduce himself, & he had no name tag or anything on for me to identify him. I requested a manager multiple times until he finally got somebody, but the guy he brought over after conversing with for a good 3-4minutes came over without introduction of self & he had no name tag on to identify himself either. Typically a manager entering a conflict would introduce their self, apologize for any inconvenience, & proceed with a solution to the problem. All I simply wanted was to see policy as I already told them both I would pay for the damage just for the fact I was the last person to have it in possession. The guy he brought over was stuck on repeating the same thing over and over and failed to help the matter but only making it worse. I like music but I don’t like repeating records. I currently have an iPhone 16 that needs the back repaired and I have that repair scheduled with a different gentleman who was nice, professional, & respectful along with being apologetic. But at this point, I do NOT trust the store to touch anymore of my property because I’m scared they will unlawfully take my phone. The phone they gave me as a loaner is an iPhone 10, the phone they took, was an iPhone 15pro (major difference in value) And I felt like over $200 to fix the back glass of a $150 phone was a little ridiculous when the phone itself isn’t even valued over $200 I’d rather just buy the phone at that point. But in reality, this isn’t about me paying for damages to a loaner phone. It’s about that employees conduct which very much does go against apples code of conduct policies. I have not gotten to speak with an actual store manager at this time, so I’m hoping they correct the behavior and make this problem right in some form of another. I’ve also contacted the bbb and will take further action if not corrected. His behavior was unacceptable. Regardless if the customer is right or wrong you as an employee should not act as he did. I will be calling the store manager today if I don’t hear a call back & will update this post after speaking further with somebody. Hopefully after meeting some sort of resolution! I don’t want to look at this as a store problem because the other workers seemed very polite and respectful. I’d like to see it for what it is and that’s a customer to employee(s) issue. To management, please make corrections to said employee(s)and contact me so we can further discuss the...

Complaints to apple about my visit I am wishing to write a complaint regarding the service I have received in Apple Store (131 West County Center St. Louis, MO 63131) , does anybody know to whom I should be addressing this to and the relevant email address? Thank you so much for your assistance. I have had the terrible experience visiting the apple store in west county for repairing cracked screen . I was given misleading information since the time i signed in( 7.20 pm ). around 7.30 pm while i was waiting in the store , I got a message on my phone “We are almost ready for you at the Genius Bar . Please let a specialist know when you are here. Talking to the specialist he told me, a technician will come and meet you soon . As I didn’t see any technician after 10 minutes I approached staff again , they said there are 3 people ahead of you . Again after 10 min i checked there two more people ahead of you .. I wasn’t sure if i would be seen today and be able to repair so i checked with the staff again asking specific question like ‘ are they going to still take a look at the phone ?and is the phone going to be repaired today ? They kept saying ‘Yes’ and ‘Yes’. Finally at 8.40 pm , instead of the technician Person(Josh is his name) who was helping people to sign in with his iPad (Same person who was answering me for all the question I had since 7.30) came to me told and me ‘Hey i am going to take care you today and I need the serial number of your phone . We will not be able to repair your phone today as we are closing the store in 15 minutes . Phone repair would take 1 hr. You need to schedule an appointment for some other day . Is this the customer service that you should expect ???? If service would take more than an hour they should have let me know by 8 pm to leave the store and come some other day . Seeing my frustration , Josh asked me “Have you backed up your phone” ? I said ‘No’. Josh answer is “ well , as we made you wait so long i can give you one option , swap the phone with another one , but you will loose all the data.Again i tried to back up my phone using iCloud buying extra storage from apple . Spend around another 30 min.I left my 1 yr old and 4 yr old home to take care of my emergency phone repair situation . I lost my 2 hrs in apple store + they wanted me to come by 10 am in the morning when the store opens . And then wait for one more hour to repair. That would mean i need to take half day off till noon and loosing my hourly pay. It's an absolute disgrace and I wonder why apple don't have a complaint department!Spoke to the store manager (Tim). I explained my situation , but no helpful answer . I only have swap option today , but will loose data. I asked him if i can back up my data today and come back tomorrow to store to pick up new phone . that would save repair time. I don’t understand if they can give me swap option today why not tomorrow? again expecting me to loose my half day . Do they have any respect for customer time ? I'm frustrated . Does anyone know a channel to pass along dissatisfaction with our experiences with customer support with...

No counter to check in and once you find someone available to check in, they sit you on a box. Yes it is a box, wood box. As much as they overcharge for the product you would think they could afford a comfortable chair for their clients to sit in. Their stock is through the roof and they can't afford a comfortable chair for customers waiting for the "Genuis" to be free. I have had to be there several times with 4 I-phones in the house and 2 Ipads in the house and No associate is ever available at the front of the store for check in. So I usually walk through until I find someone in a blue shirt that looks up from their Ipad. My last visit was Friday and no blue shirt was at the front of store. 3 were playing on one Ipad facing the back of store. So I walked through and found someone that was looking up. I think it was the manager, because she preceeded to tell me the process that I am to stand at the front of the store and wait for a free associate to check in. I told her that she needs a kiosk or table at the front so we wouldn't have to read their minds on how to check in. Also told her there is no one at the front of the store to check in, so I walked around till I found someone in a blue shirt that actually looked up from their Ipad and she won the prize. She checked me in and the "genius" took care of my throttled Iphone 6S and authorized a replacement battery under warranty (even though the phone is 2 plus years old). They had a 2 hour wait which I expected. When I came back it was like a new store with multiple blue shirts waiting attentively at the front of the store ready to check you in. So that is why I think I talked to the manager (because you never know who is manager), but it was definitely a different store than 2 hours prior. It was the first time of many that I walked in and had more than one blue shirt head my way to ask if they could help. They did fix my phone, but broke the screen replacing the battery. I paid nothing for the repairs, so I am happy for that. Apple should not make their products so hard to work on that their own technicians break their phones when they work on them. I wouldn't use a 3rd party to fix, because Apple has so many proprietary tricks that make the phones inoperable if a 3rd party works on them. But they don't make it inviting to go to their stores to have them worked on, so that is a catch 22. I am seriously considering abandoning Apple products due to how hard it is to schedule a "Genius" to work on it and how hard it is to get a blue shirt to check you in for the "Genius" to work on it and how uncomfortable the wood box is in the waiting area. I like the products but their support is for the birds. If someone comes up with something similar and has a better customer service, Apple...