Apple Downtown Nashville — Local services in Nashville-Davidson

I’ve had the worst experience of my life in the last 48 hours at the Downtown Apple Store. There is no consideration of Time or respect at this location. I order a phone from this location THAT WAS IN STOCK, on Saturday September 17 and should’ve have been able to pick it up on Monday the 19th. Jason Baxter was the associate that assisted- after a back and forth with my carrier regarding the activation issue, Jason stated we had to wait 24hrs for it to clear on my carriers side. Frustrated because i drove 45 minutes OUT my way to come and get the phone. Jason Baxter stated that he would place the device on HOLD for me to pick up on 9-20 and ASSURED me the device would be here. I arrive to the Downtown Apple store and wait in line. A young lady (whose name has slipped my mind) began to assist while wrapping up with another client. i told her the situation and she stated that she would go to the back and get my device to proceed with the upgrade. After waiting for about 15 minutes i see her come out and walk over to another associate and lean back on the counter. I watched them converse for about 3 minutes until the client she was helping before me interrupted them and she proceeded back to where he and I were standing. She then tells me that she has to call Jason because she does not see the phone back there. 😒 After waiting another 15 minutes, she comes back out to tell me there’s not a 256 Pro Max in the back in any color. Now let me lay something out for you, i drove 45 minutes the day before AND today. i told jason that i was VERY busy today which is why he ASSSURED me on MULTIPLE times during our conversation that the phone would be here. And for this woman to tell me there isn’t a phone back there with my name on it is BEYOND frustrating ! There was no respect for my time which is VERY disrespectful. I asked to speak to a manager - unfortunately him for him the ‘karen’ in me was already boiling. After 2 minutes Mark Johnson, who she introduced to me as a manager ask how he can assist. Let me preface with if THAT is what you call a manager and they act - i pity their team being lead by him. This “manager” did it offer me any solution. I began to explain to him how this was the worst experience i’ve ever had. i repeated it probably about 15 times because i could not believe the auspicious company would drop the ball in this manner. as i continued stating that , instead of offering a solution of “let me check another store” or “let me order this for you” or “let me check another store” or something, Mark decided to elevated his voice in frustration and question “what would you like me to do!? you’ve already said countless times this is the worst experience”. His solution was to give my number and he call when they have one arrive. Not even 5 minutes later after departing do i see 2 missed calls from them. With him working in the store you’d think Mark Johnson would understand that my phone is designed to auto reject calls if they’re aren’t saved. I wouldn’t have known unless i googled the number, why? Because he didn’t even leave a message! While on the phone with Tier2 support lodging my complaint i had her call the store back. She returned to phone to tell me they did not answer. I tried calling back 4 times and after the automated prompts the call automatically discounts. My time has been wasted and my time is very valuable to me. I asked for a manager high than Mark Johnson and he said there wasn’t one. So i will post this review everyday until a district manager WITH ADEQUATE customer service skills return my phone call with...

My right ear bud quit working recently after about a years use - they were taken care of so I was surprised they didn't last long - I also have a friend at work who has had the same exact thing happen in about a year to his right earbud as well - another $200.00 down the drain for a new pair - I went to this store and my advisor was Mitchell - I was there about an hour and forty five minutes - he ran some diagnostic tests and then took the earbuds in the back - when he came out he said I had generation 1 and 2 earbuds so somehow I must have gotten them switched up somehow - I let him know that I live alone and have not been around anyone with earbuds let alone ones that are out of my ears - he told me he tried to reset them but because of what I had done with the Apple rep on the phone the day before he could not reset them because they were different - I told him that was not my fault they must have given me the wrong ones when I bought them and they should replace the right one - he said it was out of warranty and there was nothing he could do - I asked if the right one would work with another one of the same generation and he said yes so I told him I shouldn't have to buy a new one if the one I have will work as long as it is the same as the other one - he said he talked with his supervisor and I would have to buy another one for $90.00 and that was all he could do - I didn't have a choice so I paid for a new one and it's hard to believe but I opened the box and put the new one in the case - I reached for the box to put my extra rubber pieces in and he said they keep the box - I said you mean I paid $90.00 for one earbud and I don't get the box - he said nope we keep the box - he then said I had to give him my old ear bud - I told him no I don't because I own it and he is not giving me any credit for it so I'm not giving it to him for free - he said I had to because he was selling another one at the non-warranty price - I asked isn't that the highest price you have and he said yes - I asked again then why do I have to give you my earbud that I own and he said because we recycle it and he's selling me another one - so to sum up - they apparently sold me earbuds that did not match, then had me do something that un-synced them from my phone - then told me they would work if I had the right generation ones together - then refused to give the right one - gave me no other option than to buy a new one - would not give me the box - forced me to give him my earbud which I owned and I didn't even get a sack to the put the additional rubber pieces in - an unbelievable and outrageous experience - the worst retail experience I've ever had - I've never had anyone tell me I had to give them something I own in order to sell me another one at full price - no more earbuds - no more Apple...

I could not believe this store handled business like this I took my iPhone 13 to this Store to get a free replacement and to avoid the price of the phone($700 plus) that they place hold on a debit card until they get the damaged phone back. I had the free replacement insurance but still had to deal with the $700 hold if I chose to go throughthe Internet but I decided to go drive two hours to an apple store which was this one. They did give me a loaner phone which was an iPhone 10 until my free replacement came in. I broke the screen on the loaner phone and they told me when I went to pick up my free replacement iPhone 13 that I couldn't have mine unless I paid over $400to get the screen replaced on that iPhone 10. I told them I thought that 400 plus dollars was a little steep for a screen plus it's showing in my system that I can get that screen replaced for 25 which is the price when you have insurance for broken front screen . The representative told me that I couldn't take that phone to get it fixed at a genie bar the only way I can get my iPhone 13 back was to pay them $400 plus the $95 fee for my free replacement I called three or four times and pleaded with them told them my situation. I did not deny cracking the screen that's what my other ones up there for. So they took my phone gave me no other options but to pay $400 plus dollars on the phone that the manager told me was going obsolete. They were throwing the phone away. I've went to Droid. There's no way I could see myself paying $400 plus dollars for a phone that was going obsolete that was three generations or four older than mine. They did not care and told me they couldn't answer any more questions and there was nothing else they can do so I was without a phone and added a bill with Spectrum because Apple downtown Nashville stole my phone. Very unethical because I couldn't afford to pay $400 plus dollars on something that cost $65 with insurance on a phone that the representative said was going obsolete and they were throwing them away or recycled them and my brand new phone. that's what they told me. The lady told me I had to pay $400 plus even though they was going to throw the phone away. Then the other day the friend I rode with got a ticket for parking when they told us they would pay. They lied and stole my phone unfairly and left me with a iphone that was out dated ....