Apple Dadeland — Local services in Kendall

I have always been one of the biggest apple proponents but in recent years the retail customer service has dropped tremendously culminating in my last visit.

My cousin lives in Panama and asked if I could bring him a laptop since I will be going there. He ordered it on my account so I could go pick it up. When I get there they tell me I cannot pick it up since its under the card holders name and we don't share a last name even though its on my account so I speak to the manager and he says that my cousin needs to call apple from panama. I told him he can't call apple because its my account so he won't be able to talk to them concerning an order on my account. I logged in and showed him my order, showed him the response email, had my cousin text me his card and ID WITH HIM IN THE PHOTO and offer to FaceTime to show that its actually him live and still the manager said no. What is the point of having a manager there if not to make judgement calls. It was clearly evident that my story completely checks out but whatever he still didn't help out.

He said to cancel the order and order it again. So I cancel the order and get my cousin to add his card to my apple pay and then I ask the manager to let me pay for the order like that. He said no because that computer is reserved for online orders so HE COULD NOT SELL ME THE COMPUTER THAT I HAD ALREADY ORDERED. I said fine I am going to place the online order right now can you please make sure its expedited given the fact I am standing in front of you and the current circumstances to which he said he could not because that is handled by the online store.

So I place the order anyways from my phone standing with him and then ask him to make sure I can get it. He said I must have missed the alternate pickup field since its more difficult to see on the phone that I had to place it on rather than a computer like it was originally placed on. So he was telling me that I have to do it again... EVEN THOUGH HE WATCHED ME PLACE THE ORDER. HOW MUCH MORE VERIFIED CAN YOU GET?!!!!!!!!

At this point I am astonished at the lack of help the manager was giving me as well as the apparent fact that he could not at all use any sort of his judgement to solve problems just like these. What is the point of a manager then? Seriously, why have one that cannot solve advanced or complicated problems? He even had the audacity to look at me and tell me that he's not trying to have me jump through hoops... Yeah ok.

I go to order another one with myself listed as the pickup person but at this point my cousins card is getting declined from the 6k in apple charges placed in the past 2 hours so instead I ask my other cousin to come pick it up who has the same last name as him.

I leave and my other cousin goes to pick it up with the order number but now the manager is saying that it needs to be the full name of the person. So now I call apple support and have them put my cousin who is at the store down TO AUTHORIZE HIM TO PICK UP AN ORDER I AM NOT EVEN AUTHORIZED TO PICK UP AND IT WORKED.

All seems like it is about to be solved when my other cousin who is now authorized is told that the computer is actually not ready and to come back at 3pm tomorrow. I ask him to explain more and he said that is all what is told. The apple store opens in a couple hours. I cannot wait to see why this order could not be picked up after that.. Stay tuned..

I have never had a worse experience in any retail let alone apple which although after declining in recent years has always gone above and beyond for their customers. What a shame. This store is the worst and that manager should not be a manager or...

Today, the customer experience at the Apple Dadeland store was horrible. My daughter made her appointment at 11 am then one hour later the staff told her it was canceled. He reset it but asked her to stand up and move to this tiny one foot by foot cube tiny ottoman seats made for kids, see attachment. Someone with mobility, knee and body size is unable to seat there. This is a horrible universal design for ADA compliance. I had to pick up a stool to have my daughter seat up on a high chair. After two hours of waiting without having a clue on our waiting status or the process then continued to experience bad customer service. When my daughter was helped and working on her phone reboot; she was resting her feet on the stool next to where I was standing another staff approach her to move her feet and the staff helping her told her “she must remove herself from there” in a rude manner. The staff who removed the stool was picking and targeting her directly, seen in cameras at 1:05 pm. In fact, I told both staff to use the empty stools behind our table and they refused to use those ones, and proceeded to remove the stool that my daughter’s feet was resting on and reserving. They took the stool to give it another man to be across from his wife, see picture attached. The staff did not even asked me if wanted to seat on the stool for which I was standing beside of the stool. Moreover, staff members refused to get the other two empty stools behind our table. In fact, they targeted our seating area even though they were empty stools behind them which they firmly said they specifically wanted my daughter’s stool not the stools behind us. The staff customer service was discriminating her for being a young female, including persecuting her to move her seat twice. The staff was very confrontational, unprofessional and prejudice towards us. Why would you tell someone to move and remove their stool when they’re are other empty stool around the same area? Is this appropriate seating arrangement? The environment is not set up to make people feel safe and comfortable, especially for people with...

1 Star Review – Apple Store at Dadeland Mall

I visited the Apple Store at Dadeland Mall to have the activation lock removed from my Apple Watch Series 5, and unfortunately, the experience was incredibly disappointing and inefficient.

After waiting patiently for nearly three hours, I was told that I needed a receipt displaying the serial number — a receipt from over five years ago. The employee also suggested that the original packaging might be acceptable. Thankfully, I still had the box, so I contacted my mother, who sent me a photo of it showing the serial number clearly.

Despite this, the employee checked with his manager and returned saying it still wasn’t acceptable. I also provided the original online purchase receipt from the Best Buy website, but because it lacked the serial number, he continued to dismiss it as insufficient. He even attempted to redirect me to a different Best Buy location, claiming they could print a receipt with the serial number — something that turned out to be false.

At that point, I left, as the employee was being unnecessarily rigid and wasting my time, despite the multiple forms of legitimate proof I provided.

The following day, I went to a different Best Buy, where the employee immediately informed me that the receipt I had was standard and that the associate at Dadeland clearly misunderstood the process.

To resolve the issue, I contacted Apple Support directly. I was assisted immediately without being placed on hold. The representative sent me a verification link, and after completing a few simple steps, confirmed that a receipt with a printed serial number was not required — I could simply write the serial number on the receipt myself and upload it. A few days later, Apple reviewed my request and successfully removed the activation lock.

This experience highlighted a clear lack of training and product knowledge at the Dadeland Mall Apple Store. I hope management takes steps to better equip their staff, so customers aren’t left frustrated, misled, and wasting...