Apple The Forum Shops — Local services in Paradise

9.12: Ordered iPhone 17 Pro & selected store pickup for the Las Vegas Apple The Forum Shops on 9.19 (via T-Mobile Carrier Plan/Promotion) within the time of 9-9:15pm; selected mail in kit for trade-in device to my Texas home address 9.19: Scheduled day for pickup, flight to Vegas (AA #1494) was cancelled resulting in a delay in phone pickup. Website & order update advised I had until 9.26 before pickup would be cancelled. 9.20: I purchased new flights & landed in Vegas. Following my hotel check-in I immediately went to Apple store to collect new device. I get assigned to the sales associate Izach, who ultimately is the reason for all that happened due to his error. Upon checking in the store, my order number could not be found, they had to use the QR code instead which displayed the exact same order number they were trying to type in. Izach faced several issues during our interaction - 1) not being able to locate the order 2) saying my order required in-store trade in, despite me informing him I selected a mailed trade in kit, he then proceeded to say based on my carrier plan selected with T-Mobile it was a requirement, but this was not outlined as a a requirement when it gave the option of trading in via store or mail in kit 3) at time of payment he stated my payment declined via Apple Pay, so we switched to tap pay with my card, when that didn’t work, we had to try a 3rd time and actually insert using chip method, which was finally approved. Following my purchase, I noticed the order status never updated to collected & I had a duplicate charge from the failed payments. 9.21: I chat Apple Support to advise of duplicate charged where they confirmed only one transaction showed completed & referred me to my bank. The bank was able to file a claim & a refund was issued on 9.22 for a provisional credit of $92.04.

To sum up the rest of my horrible experience, Apple has it listed I never picked up my web order bc Izach made it a store order instead of getting help with the issues that arose. My account is messed up, the only solution is to visit a store in Texas to fix the error, which is basically let them do a return & repurchase my already purchased & collected phone. I’ve filed a BBB complaint & waiting to hear from the store directly. They sent my trade in item back, & I still do not have a resolution. & I was advised if my I don’t go into a store by Fri, I’ll then be charged $320

Update: I spoke with a manager, Connor who assured me I wouldn’t have to repay for my phone, despite not fully understanding the problem either. I’ve requested contact from both, the Ops & district manager to confirm this before I have to visit a Texas store. He also stated what I was told would happen by Apple Support could not be done “remotely” even tho their store made the mistake. So as of today, 10.1 my issue has yet to be resolved or fully understood correctly & I will have to continue to explain it to ensure my problem Apple created is fixed by myself, the customer. I also called back later that day & was told Connor was off for the day, even tho I spoke to him less than 2hrs before.

Final Update: Spoke with Tony who was the only one to sort of explain why could have possibly happened with my original Web order. In the end because of the headache I just returned my brand new iPhone 17 pro, bc there weren’t any non-penalty options for me as the customer for Apple to fix my issue. It was either be incorrectly charged for a trade-in credit despite me trading in old phone, paying more money to return my phone so the transaction could be corrected, giving the new phone back completely, or miss the deadline I was given by waiting on Apple to continue researching. I’m not happy I no longer have my phone when I did everything correctly as the customer, new case & screen protectors for a phone I don’t have, & no longer have faith in Apple. Tony did his best with offering the solutions he had available to him. He was able to calm me down. He didn’t fix the problem, but he did offer to makeup for it & that’s the difference in...

DO NOT GO!!!!!!! Got a new phone specifically to attend the Adele Las Vegas concert.. Apparently my phone was defective so it wasn’t working couldn’t send or receive messages or phone calls.. As I’m getting ready for the concert my husband decided to take my phone to Apple.. They told him they needed to reset the phone & fix behind the screen but to come back the next morning because I would have to leave it with them because it would take a few hours to fix.. They specifically said I can take as many pictures & videos because the next they will back it all up onto the cloud & restore it. Next day comes along I’m there first thing in the morning, all my videos & pictures were all there when I handed over my phone I told them PLEASE make sure before you do anything that my pictures & videos are backed up.. Seeing Adele was a once in a lifetime thing for me & even more so being able to have those videos & pictures with my mom… they assured me it was all backed up… a few hours later they needed to give me a new phone because my phone was defective. They again reassured me that it was all backed up … My phone had finished restoring from my iCloud.. all my pictures & videos I was assured that were backed up are gone… I’m devastated!!! I called technical support & they tried all they can but they couldn’t be found… I lost a once in a lifetime memory with my mom, not one picture or video was saved. To the employee that “helped” me.. I wish you would have better assisted me instead of rushing to help the next customer, I believe this outcome could have been avoided but unfortunately there is nothing...

Always good feeling for me although being Sunday evening people traffic was less exception being the Apple Store. The shops were nicely decorated as usual. Enjoyed the peace and atmosphere as usual. only one ahead of me. Waited about 20 mins but was a little disappointed that they don’t accept military discounts in the store anymore. You have to go online and make a purchase if you plan on getting any kind of discount on Black Friday or cyber Monday. they seem to be understaffed and don’t answer the phone promptly, but usually run you through their help phone lines located outside the store. I spent too much time, trying to get things lined up once . I did receive some erroneous information but some of it was pretty helpful too. I did walk out of the store with an educational discount which was 3/4 of what the military discount would’ve been. It took me multiple phone calls after I got home the next day to try to see if their system really worked using the app called ID.me. Once I filled out all that information several times over it still would not verify who I really was, although I have a ID that account through my military app but it doesn’t cohesively work with the ID.me on the Apple Store site so a disappointment.

Hats off to the very helpful and polite Apollo who helped me a lot. I give...