Apple Fritz Farm — Local services in Lexington

Before I continue with this review, and explain why I have left the negative rating that I have left, I want to say that a majority of the employees and geniuses I have dealt with over the last year and half have been nothing short of fantastic and extremely helpful. This store truly does have fantastic employees that are knowledgable of the products and services that Apple offers and are extremely eager and willing to help with issues that may arise.

That being said, my most recent experience here was nothing short of absolutely miserable. I took my computer in for repair to be sent off on a Wednesday afternoon with a verbal commitment that it will be back in 5-7 days, with day 8 being the day written down to receive the computer back. I get an email on the day I was supposed to get my computer back that there was a constraint on the part needed to fix my computer and that I could either wait for the part to be available or for my computer to just be replaced. I decided to go with the replacement after having extreme difficulty getting into contact with the support agent who could order the new computer for me. I received an email stating that I should allow 5 days for the replacement process to be complete and that they are having the process expedited. Among other issues that I won't go into detail about, it took 15 days to receive my computer from that "5 days for replacement" email. My tracking said that the computer was delivered on a Thursday morning at 10:30 am, but I never received communication from the Apple Store. I call them at 5 pm on Friday to see what's going on and to see where my computer was. They couldn't locate it and said we'll call you back. It turns out the computer was completely unrecorded in their system and just sitting in the back of the store and I wouldn't have received it anytime soon if I hadn't gone out of my way to figure out where it was. Once I got to the Apple Store to pick it up, I realized I had still not been put into the system. At this point, I've been without my computer for 23 days on an expected 5-7 repair process, and I was noticeably frustrated. I understand delays happen and that a lot of this was probably out of their control, but there was next to no communication from them regarding the status of my computer. When I finally got to pick up my computer, I aired my grievances to one of the Lead Geniuses and another one of the employees and all I got was "We're sorry - replacement processes can take up to 30 days." which was never communicated to me. I was never told to allow up to 30 days for a replacement. I was never warned that it could take such a long time. When spending as much I spent on my MacBook Pro, I expect better communication regarding the situation.

I could have been friendlier and handled the situation better. I could have been more understanding of their issues. However, I was, and still am, frustrated with how the entire situation was handled. I'm a power user of my Apple products and I really do love them - but I need to have them for my work and for my pleasure. Without proper communication, I cannot adjust my schedule accordingly leaving me in a limbo. I've had mostly positive experiences with the company and with the retail stores, this one included, so it really is unfortunate how this entire string of events has played out. It is inevitable that I will return to this Apple Store in the future and will continue to give them my business, but I want other people to be aware that these situations do happen. I hate leaving negative reviews, but a negative rating accurately reflects my experience. I encourage future customers to get full confirmation on expected dates and be aware of any issues that might...

They deserve 0 Stars but that’s not an option. Within the first 1 day of getting my new iPhone 14 Pro Max I’ve had multiple issues from phone shutting down completely, screen freezing, can’t disconnect calls, camera not working consistently during FaceTime calls, just to name a few of the issues. Had my phone less than 2 weeks when I went to the Apple Store. Ray Reset all my settings. He went into Settings -General -Reset iPhone -Reset All Settings. He told me that it would only reset my WI-FI password but nothing else. I said that it would reset more than just that, but he said I didn’t know what I was talking about. WELL, if he had Clicked the right option that’s what would’ve happened. But he DIDN’T click the RESET NETWORK SETTINGS!! NO, HE INSTEAD CLICKED RESET ALL SETTINGS. And that has caused me soo many more issues in trying to figure out how to get everything back to how the settings are ALWAYS set. Not to mention the Mental stress my visit to the Apple Store has caused me. I’ve had to click the Reset Network Settings several times instructed by Apple support, never worked. Ray asked my husband who had come with me to call to try to re-create what I allegedly said was happening. When my phone rang and I answered then tried to disconnect I pushed the red button a couple of times with no response, then Ray pushed it 3 more times before it hung up. Then he said “see its working fine” Uh wrong, if it was working fine it would’ve hung up the first time the red button was pushed not the 7th time it was pushed. Ray has NO Business being in the job he has because with my encounter with him he doesn’t know what he’s talking about, ALL he did was to create more issues with my phone.. My overall experience was that my husband and I wasted over 4 hours driving to get to the Apple store and back home and wasted over an hour there for absolutely NOTHING!!! We wasted over 6 hours total for nothing but Rude Service with getting NO Help whatsoever. I asked the Store manager that was on duty the time (Wednesday, 11-9-2022 @ 7:15pm ET) and he was worse than Ray. Neither one of them were friendly but downright rude instead. It’s disgraceful how they don’t honor their warranties or Apple care protection that you pay monthly or yearly for and if they aren’t going to honor them. It makes their words WORTHLESS! The store manager that was on duty Wednesday 11-9-2022 @ 7:15pm ET told me when I asked why Anu at apple support had made the appointment and sent me there if they weren’t going to help me and his response was “she works for Apple and we ‘re a Apple store, we don’t work for the same people” I was under the impression that Apple and Apple Stores were the same company. I have been using the iPhone for a long time this is the 5th one I’ve gotten for myself and gotten at least 12 more for my 2 girls and 3 for my husband over the years. Not to mention the iPads and iPods I've gotten over the years. This is the first time I have ever had to go to Apple store and if that’s how they treat customers I most definitely won’t be going back. They should be ASHAMED of themselves! Neither one of these guys deserve to have jobs there at the Apple Store or anywhere that involves Customer service for...

So...this store has been a top spot for all my daughters, my wife, grandchildren and friends. I on the other hand have been a loyal Android bot for a very long time. My bad. I have recently had so many problems with security and spam calls that I decided to make the jump to light speed with iPhones "To infinity and beyond". I went to my carriers local store and all they wanted to do was sell me an iPhone, no questions answered, no iPhone care, just here's you a phone. No Thanks. So I made the 80 mile trip to this store to get what I wanted with a better insight of what I was buying for $900. This started off bad from the get go because the greeter/ take your name guy was only wanting my name and said wait in line, it's gonna be about 45 minutes. Really? There was 12 people ahead of me, I'm almost 60 yr old, a disabled Veteran and some chairs would be nice for us in line instead of all of them crammed under a table at the back of the store....so I asked if there was a chair and was told they were only for the customers buying phones. Strike 2. Idiot me was ready to go back home. So I decided to visit a neighboring store, I guess the thought that the old guy might spend his money elsewhere kicked in and I was called up. The same old routine was here that was happening at my carriers store, what phone do you want, what color, here ya go, now gimme some money. I could not ask questions due to the girl talking to everybody else instead of answering my questions and listening to me, guess she thought she would sell 5 or 6 phones at one time. So...after several more blunders on her part and totally screwing up my idea of buying an iPhone, I left this store full of thoughtless kids who think a dollar is worth more than a customer forever, Strike 3. This was a horrible experience for my first iPhone and it will be the last. I drove back home without that $900 phone, I won't ever go back to that store unless this issue of "screw the customer I need to sell some phones" is fixed. This was totally opposite of my first experience and was an eye opener of how this newer generation thinks business should be done. Where was the leadership in this store, where was the totally devoted to this customer attitude. Well....it sure wasn't here. This store needs a manager and teamleaders that make sure EVERY customer leaves this store with a new phone or purchase that they came for. 3 tables were totally empty, no customers at all at those tables so why was I struggling to keep my sales persons attention? I really don't care if I have a phone or not, my home phone has served me quite well...