Apple La Encantada — Local services in Four Corners States

Summary: I have no idea how, but the customer service at the store is incredible. This apple store must have the perfect recipe for employee/job satisfaction because their positivity and altruism leak out in to the interactions I’ve had with every single employee. Genuinely enjoyable shopping experience free of aggressive sales people. Easily has the best electronics retail and customer service combination/experience in Tucson (been going here for almost a decade and there’s been no change in customer service quality. It has remained excellent). Peak traffic experience: You wouldn't believe how many people can be in the store at certain times. It feels like there's just enough space to squeeze by while constantly saying, “excuse me” (more towards the evening, go earlier if you wanna avoid crowds) around the holidays and immediately following new product launches. Even during those new product releases, the staff are always friendly, always ready to help, and are seemingly prepared to answer any question (aka they’re extremely knowledgeable). The best part is you don’t feel rushed when making a purchase, almost like you’re actually important as a customer. This store seems to be one of the last of its kind in that respect. That might sound ridiculous but I’ve been to other electronics retailers that just want you to buy something then leave ASAP when they’re busy. Thankfully, this store isn’t one of them. Genius Bar experience: If you go to the Apple Store frequently, employees often will greet you by your first name and even skip this sign in process for Genius Bar appointments (the part where you have to tell them who you are. How is that even possible when they see like 200 people a day?!). Although wait times can be painfully slow, I have been able to keep myself entertained because there's always a new device sitting out to play with. Not going to lie, I have been frustrated one or two times when a Genius Bar appointment didn’t go the way I anticipated they would. That said, 98% of the time my appointments end with me getting more than I expected and 100% of the time I am treated respectfully and compassionately (like I’ve said, I’ve been going to this specific store for close to a decade, made hundreds of Genius Bar appointments, and the quality of their customer service has remained stellar throughout that period). Conclusion: I've honestly been slightly irritated during the holiday season because it seems nearly impossible to move around the store or even look at products, though that’s not the fault of their employees, it’s literally just human nature. That being said, I have to give credit to the employees that manage constant chaos day in and day out, handling all types of customer interactions (the angry and at times uncomfortable interactions inherent in a business centered around customer service, specifically) and somehow remain compassionate, respectful, and honest. I usually leave suggestions for a store manager to help improve their stores/businesses but I actually can’t come up with any after quite a bit of thought. Everything runs as it should and other businesses should study the customer service practices here.

Standout employees: [Martha] - I’ve known Martha for nearly the entire time I’ve visited the store. Compassionate (most compassion I’ve ever experienced in a customer service setting), gentile/calm (every interaction=stress free), and one of the most knowledgeable at this store. [Sebastian, Vivian, and Brandon] - Genius Bar employees that made what should have been an annoying experience surprisingly pleasant and drama free. Consistency is remarkable across all Genius Bar appointments I’ve made. Understanding, honesty, speed, and the ease of replacement/repair/whatever the fix may be stood out when I interacted with these employees. [Riley] - Bent over backward to accommodate my complex requests and had answers to every (pretty difficult) question I asked. Compassion and patience reign supreme at this store and Riley fits those...

I recently visited this Apple store and unfortunately had a very poor customer service experience. As soon as I walked in, I noticed the staff members avoiding eye contact with me, which was very off-putting. Since there was no clear line to wait in and no staff member to greet me, I had to figure out what to do on my own. I had an appointment and waited at the back bench, but it wasn't until 10 minutes past my appointment time that someone finally acknowledged me.

After dropping off my phone for a battery replacement, I returned 4 hours later for pickup. Once again, I noticed the staff members avoiding eye contact with me and there were several customers waiting to be acknowledged. I walked around the store to try to get a staff member to engage with me and finally an older woman who was an Apple staff member asked if I had been helped. I told her no and thanked her for engaging with me. She let the tech know that I was there and asked for me to wait over by the displays. Two other girls walked in during this time and the Apple lady checked them in as well and had them stand by me. When the Apple tech finally came out, the Apple lady pointed to me and then the girls that came after me. The Apple tech then launched into a lengthy conversation with the girls. 15 minutes in, I went back to the Apple lady that checked me in and asked if anyone else could check me out since it was just a battery replacement. She said no, that the techs that work on the devices have to be the ones that deliver them to the customer. I went back and waited an additional 10 minutes before the Apple Tech came to me. Our exchange was less than 2 minutes and I was out the door. One would think that not only would you have addressed the customer that had dropped their device off first, came back to pick it up first and that their checkout process was less complicated....FIRST, instead of making them wait an additional 25 minutes.

The whole experience was very frustrating and I feel that it could have been handled much better. I understand that the Apple staff may have been dealing with other customers, but a simple acknowledgment or explanation would have gone a long way in making me feel valued as a customer. I appreciate the Apple Lady who acknowledged me and checked me in, as well as the fact that they did accomplish the task I brought my phone in for. However, the check-in process for both scheduled appointments and walk-ins, as well as pickups, needs to be improved to avoid causing frustration and resentment with customers. I hope that Apple takes notice of these issues and takes action to improve their store's customer service. As a result, I am giving them...

I don't write reviews on the internet, and I generally avoid social media. But I need some catharsis for my experience at the hands of the folks at this store.

This store almost ruined Apple for me.

I scheduled an appointment, which I was late for because of traffic and construction. Upon arriving I was rushed to the earliest available person on the floor who was a tall middle aged white dude, heavyset, with graying hair..... I told him about my problem.

I recently bought a new MBP for graduate school that has since turned out to be a lemon. It had a chip in its screen when I unpacked it and has also since been experiencing other hardware problems. Apple Dude asked me where I bought it. I told him how I purchased it from a military exchange store. He offered to repair the computer for me, which was unacceptable to me. I told him you don't repair a computer that has been out of its box for less than two weeks. He spouted back the usual patronizing placations that retail associates get indoctrinated to say, but don't really mean: "I totally understand.... If I was in your position I would be upset too..... You understand my position, don't you?"

He never even looked at my receipt. He was only interested in getting rid of me as quickly as possible before too many future Apple customers overheard the conversation that was clearly turning into a horror story. For those who don't know what military exchanges are, they are essentially shopping malls with stores in them for active duty military at home and overseas-- hence, I purchased the computer from an authorized Apple store. Apple Dude told me, sorry, you didn't buy it from an Apple store. I can't help you.... That was the best this store could do for me.

What's the point of having a storefront for your company, if you won't even try to solve problems like this, like honoring the warranty of a $2500 machine that isn't even a month old, and was purchased from an authorized reseller?

Guess what Apple Dude? I talked to your corporate headquarters. They sent me a new machine and are taking mine back for diagnostics. I can't say thank you enough to Apple over in Cupertino. You guys are awesome. I will continue to be an Apple customer because of you.

This store sucks though. And I can imagine it would also suck even more if you aren't tech savvy. They aren't helpful. They don't answer their phones. They aren't knowledgeable. They are rude. Go to Phoenix if you are going to make a big purchase from Apple, or better yet, purchase your stuff from them online. Don't go here...