Apple Sagemore — Local services in Evesham Township

Update: they turned her find my phone off. And never told us!! She lost her phone and it voided the AppleCare!! I hate this place! We went for help and they brushed us off again!!! No 15 pro max, her previous phone a total loss bc they shut her find my iPhone off, and I now had to buy an even older version- of course they did not help me!! I hate apple now!!

I went to buy an iPhone 15 pro Max, which was in stock. The manager and an associate were assisting me. I had a gift card and I was trading my phone in. There was a $40 balance due after gift card and trade in. I tried paying with every form of payment and the manager and associate would step aside, come back to me and tell me it was declining. I tried paying cash for the balance- they stepped aside and again told me it declined! Cash declined??? They advised me to order it online and select store pickup. I told them I had done this before and had to pay the full price and mail my trade in before I received the credit for the trade in- as a similar situation happened when I purchased a prior years new release. The manager told me no, they would be able to credit the trade in right in store. I told them no again because when this happened the last time I could not pick up the phone immediately and it ended up being out of stock, causing me to wait a week. I called customer service after leaving without a new phone because my cash payment declined! Customer service told me that should not have happened. I later noticed they were trying to charge my daughters Apple Pay. I am not sure why they did this, as I was physically using my credit card, debit card and handed them cash for the $40 balance, which continued to decline. I was never told and did not know they were selecting her applepay, or why they did this… the phone has not been in stock since. It’s now over a month that I keep going in to see if it’s restocked, and nothing. I’m beginning to think they intentionally did this, as I’ve been made aware associate at this store has held a phone for someone I know. I am so uncomfortable going into this store because when I see them, they are looking at me talking to each other as they laugh. I don’t know what’s so funny or what really happened- but I do know cash does not decline, and they misled me by trying to have me order store pickup stating I would be able to pick up the phone right there in real time and would have the trade in reimbursed in store as well. This was confirmed untrue when I called customer service. This leads me to believe I was intentionally deceived and denied purchase when the phone was in stock!!! I thought Apple had higher standards- but clearly your employees are manipulating the...

Some of the staff need to re-think their career choice. I work in IT and it was clear that protocol was being followed without the use of common sense or true customer care. I drove an hour to the store just to have the "genius" reset my network settings when I clearly explained the issue I was having. No further investigation was taken from their end besides a weak attempt to duplicate the issue. Inherently they have the mindset of "onto the next case". I found it much easier and more efficient to deal with Apple on the phone, who quickly addressed and issued a replacement for my phone with no questions asked.

I work for a hospital system and depend on my phone for my on-call work, which I stated to him. The issue had already impeded patient care with an important call previously, which I stated. I've had issues with the network disabling randomly followed by flickering on and off, and I know it's unrelated to the access points I'm connected to. From my experience I can clearly identify it as hardware failure, potentially the Wi-Fi module being damaged or defective. I had a strong sense that he didn't believe me, as he talked me thru resetting my network settings and sent me on my way. Low and behold my phone is experiencing the same issues at work yet again this morning.

Hopefully the "genius" that handled my case yesterday reads this so he can see the cascading effect of poor customer service. You failed at your job and and had I not had my backup device with me today this issue would have certainly impeded patient care.

Next time a customer presents an issue please dig a little deeper to both understand their situation and help them. You know just as much as I do that resetting a network setting on a phone isn't always a clear cut fix, especially when the customer states that at the counter. It's just a gesture to get that person out of your store as you've "done everything you could". Also, please take a little more faith in a customer that pays $150 for apple care plus. What good is a warranty if the customer service representative won't honor it.

I will never use this Apple store again...

Excellent customer service. Josh the store manager is an excellent person and and ace in customer care. soo I needed a replacement phone thru apple care. no problem there- only issue was verizon (my carrier) doesn’t allow apple to activate replacement devices. OK so I had to go to verizon- terrible experience there like so bad I thought I sincerely thought I was being pranked. After, I was kicked out of Verizon and refused service, because apparently the store manager interprets me. requesting an explanation of a charge as disrespect I went back to apple. I said to the greeter associate I just bought this phone Verizon wouldn’t help me activate it without charging me, which I would have paid if they could explain why I had to pay for activation after never having to app before can you please help me activate this phone. Josh the store manager immediately came to assist me .For starters Id like to say the store was completely swamped but still Josh took the time to give me his full undivided attention or is such a ninja at multitasking that it felt that way. Anyway, he listened to the whole fiasco I went thru at Verizon compassionately and treated me like an old friend. He explained in full detail why verizon was charging the fee, told me how I could call customer service without without the assistance of apple (my choice) and apologized so sincerely for Verizons terrible customer service. Apple had absolutely nothing to do with the debacle at verizon however Josh went above and beyond to make me feel heard, justified and understood. He specifically said, “even tho we did nothing wrong, could I offer you a free phone case worth more than the 35 dollar fee that verizon is charging to activate the phone phone, just so you feel like you can always come to us to solve any problems with your device. I was absolutely impressed and excited to except that offer. He wound up giving me a 50 dollar phone case, and a brand new charging cable and box. Also gave me advice on how to call verizon and get the phone activated without the fee, which is exactly what I did. Apple sagemore has me and my family of 6 as...