Apple Short Hills — Local services in Millburn

Updated 05/15/25: years later I had the opportunity to visit this store location again for a screen damage repair. Estimate was for an hour but it was delayed by another 30 mins. That’s ok - we can be patient for good work. The damper was the sheer attitude of a so called “Sr. Manager”. After the payment was made to satisfaction and repair receipt was provided, I went to this Sr. Manager who happens to be available to ask why one of the receipts did not show the sales tax? First she proceeded to tell me we don’t knew the amount of repair so can’t list tax. Except the receipt had the repair amount and exactly what was done. When pressed for a better answer to understand as it was an insurance claim she first made condescending facial expressions bothered comes the worst… she proceeded to tell me, “this is America, charge tax here”. What!!! That’s the point … why is it not listed on receipt then ? Irony is that a minority made this statement to another minority. Since she decided to walk away after that senseless statement , another colleague under her also a minority clearly explained the reason - it’s a “work order “ so tax is reflected on payment receipt and insurer will know. Such ignorance in this store and they are “sr. Managers”. Leaders see an example in real world. Insecure make silly statements

Old review : The most mechanical staff with total lack of customer centric service attitude. One may define it as arrogance originating from Apple brand and fundamental assumption that customer is ignorant. Apart from my own experience with a team lead, I saw the same team lead refuse to help a seemingly 70+ year man who was requesting help with phone heating up and his sign on for Apple ID. Explanation of steps to him could have been enlightening but team lead chose to hide behind arrogance "we don't do that here". In my case, in 9 months the performance of XS has deteriorated and his answers was all OK. Come back before warranty expires and we will do diagnostics. When asked what would be the possible outcomes ( not a promise to do anything ) he kept deferring to data will tell then. Over past several years I have seen this arrogance with this Apple store and always amazes me how many people have quality issues with their gadgets. This team of management associates in this store needs to try explaining things with some effort to consumers vs. looking to deflect and frustrate, especially an elderly person who needs help and is not...

With the help of a specialist who walked me through the online process, I ordered a phone as a Christmas present, which was a time sensitive scenario. The representative told me on the phone that my nearest store had it in stock for pick up that day which I needed in order to get the phone set up with a carrier. I ordered the phone online with her guidance for curbside pick up. I chose an available time slot for that evening. After I purchased it, the option automatically changed to shipping without my confirmation or permission. When I told the representative, she basically said in nice words that someone else had to fix the problem. First of all, I don’t know why she wasn’t privy to the fact that the store cancelled curbside pick up. Secondly, I tried numerous times to connect via the link she gave me to another representative who could supposedly help me, but the link didn’t work. She told me I had to wait several minutes. About 20 minutes later, I gave up and called the number she gave me which I didn’t want to do because my daughter was near me, and I didn’t have a voice from being sick which was the reason I wanted to do curbside pickup. The lady on the phone couldn’t help me either. She cancelled the order because I wouldn’t be here to collect it on the day it was to arrive. She couldn’t change the shipping back to in store pick up. So she said she canceled the order and refunded me. I took my sick self to the store to purchase the phone in person. Mind you, I spent about 1.5 hours of a Saturday just trying to order it because there is a disconnect between departments at Apple. When I finally arrived at the store, my order was never cancelled because it had shipped. I live 7 miles from the store, so my order was shipped within an hour of this whole online debacle. Rather than charge another $500 to my debit card and have to return the phone, I opted to wait for the delivery. But here we are on Christmas Day and my daughter had no carrier coverage on her first iPhone which will probably be her last. This is not the first time I’ve been screwed by Apple. And I’m not all that happy that my purchases support a communist country that makes nuclear missiles that may annihilate my children and future grandchildren some day. I used to believe in Apple as an efficient and innovative company, but seeing that there are too many departments not working in concert to orchestrate a smooth sale for their customers, I realize that Apple is gimmicky....

I wanted to get my battery replaced. First off, I called into the store to ask if they had any appointments available to replace the battery for my iPhone 6. There were no appointments available for when I was working in the area but they accepted walk ins, but to come as early as possible. So I the following day or so, I get to the store before opening and there was already a line of about 20 people. Half hour passes, I’m finally directed to someone up by the Genius Bar. They ran diagnostics and then told me that they don’t have the battery in stock. Why was I not told this when I called?! I go back in about 2 weeks later to ask if they have the battery in stock. They do. I schedule for the repair to be done a few days later. Third trip to the store, I drop off my iPhone for the battery replacement for $29. Great! Went back up about 2 hours later and the repair was done. Now later throughout the day/night is when I notice issues. In short, I loose Bluetooth signal if my phone is in my pocket or past 5 feet from the receiver (headphones), my WiFi signal is practically no existent (even when in the same room), and my gps doesn’t pick up my location properly. I reached my destination by reading the gps map and it still had me pinged at my starting point. I called Apple. They claimed it must be a software issue so I followed all their instructions on resetting the phone back to factory settings, resetting network settings, recovering from iTunes and not the cloud, etc. Nothing worked. So then I was told to go back to the store, for the fourth time, and to explain everything to them since the issues only came up after they replaced the battery. They told me nothing can be done and a new iPhone 6 would cost me $299. I then called Apple again because this was preposterous. They pretty much said the same thing. They are not going to fix it. I was also told that there is a disclaimer stating that after the repair, the phone may be worse then when it first came in. So whatever you do, don’t bother replacing the battery. Had I not taken my phone in for the battery replacement, my phone would be working just fine. I would just need to...