Apple Walnut Street — Local services in Philadelphia

thankfully I did not have to wait long to speak to someone. I went to speak about an issue with my laptop (MacBook air 2022) that had just came up. signed up for a genius appointment and was told to sit in a seat and that someone would be with me shortly. I expected to wait at least 15 mins when I received a text saying I needed to check in with one of the employees. I assumed I was already checked in since I was seated at the table but received another text from apple saying since I didn't check in, they moved on to the next customer. that process is weird in itself because I don't understand why I would need to talk to multiple people if I hadn't left the store at all. I get that it would make sense for people possibly stepping out but I did not.

besides that, I get seated at the table in the back when an employee approached (I wish I could remember his name but I cannot but he was a white male with glasses and a thick beard). I gave him a quick summary of what was wrong with my laptop without going into details and he immediately said the issue was something that could not be fixed and I would have to purchase a new laptop completely. he even tried to convince me by saying I could leave with it that day AND I would get a good trade in value with my laptop because it was pretty new.

first of all, I am college student, I cannot go out on a whim buying new electronics for fun. secondly, I bought this laptop barely 2 years ago, I don't understand how there's any possible way it'd be completely unfixable within this time. I mainly use it for schoolwork and my logic projects, along with an external hard drive so there's no way I'm misusing it. thirdly, he did not give me the chance to give a thorough explanation as to what was wrong. for context, it was perfectly fine while I was using it when I noticed the date and time was wrong. I tried resetting it and it got worse so I noodled with the date and time settings and nothing was working. tried restarting it a few times and then the internet went out while still saying it was still connected. nonetheless, it was a weird issue and it went happened quite fast; within 10 minutes of me noticing. anywho, he went on to say there was an issue with the memory (RAM) which may or may not have been true. I still don't know the root of the issue but I left after 5 minutes of that stupid conversation and decided to call apple support. thankfully I only needed to text the support number and was finally able to restore my laptop. it required some file sorting and a WHOLE lot of deleting things I didn't realize was taking up so much space but the overall point is that he was not trying to help me, he was trying to make a sale and that was the stupidest thing I've ever had to deal with in an Apple Store. thankfully I saved myself all that money but still,...

I have a design business and my computer is crucial to what I do.

I had a confirmed appointment with the Apple Genius Bar today at 12:30. I received two confirmations - one yesterday at 10:30 am when I made the appointment, and another this morning at 9:15 am.

When I arrived at the store at 12:30 today it had big taped notices on the door saying the store was closed and to call their 1 - 800 number if I had had a Genius Bar appointment.

The store was empty except for a security guard and a young woman, who - when I knocked several times - came to the door.

I told her I had a 12:30 appointment and she said that "I should have received a cancellation email". That was it.

I had received NO such email. If I had, I would not have been there.

I called the 800 number and the Apple representative had no record of my appointment even though I had TWO emails confirming it.

After finally speaking with a supervisor and reporting that this was the final straw - the last time I was at this location several months before - the bathrooms were broken, I had to wait over 45 minutes for a scheduled appointment and the person assigned to me could not figure out how to solve the issue with my apple mail.

BTW - No one at Apple who I spoke to knew why the store was closed.

I told the supervisor that when my appointment was rescheduled for Friday I wanted a Senior person - so that at least I could be sure that after all of this waste of my time and all of the aggravation - this time I could be sure to get someone with experience and more knowledge.

He said no that was not possible.

I called back again and this time I got another supervisor - William F. from Sacramento - who said he would call this store and explain the (many) issues that I had had and would do everything he could to get me an experienced Senior advisor for my new appointment.

If I do, and the issue is resolved - I will possibly amend this review.

I have been to many, many Apple stores in New York and other places and this particular Apple store is not up to the standards that I have experienced, and come to expect.

UPDATE - I am revising this review from one star to two because supervisor William F from Sacramento called me to say that he had finally gotten through to the Walnut St.store and that the supervisor Christy assured him that I would have the Lead Genius bar advisor Andrew to help me at my new appointment.

Thankfully.

This only took 3 hours of my work time - counting travel time and speaking with 4 people on the phone at Apple.

It could all have been avoided if they had only sent me an email explaining that there had been a leak and my options...

On October 16, 2024, I came to this store to buy 3 iPhone Pro 256s. The manager was thin African American man with a beard. I couldn't park near the store, so I left my wife in the car and went into the store. Jackson said that I could only buy 2 phones, but my wife could buy another phone. They brought me 2 phones and I paid for them in cash. Manager called another manager to check the bills. They counted them several times and checked them with a special marker. After that, he handed me the phones, I said that my wife would be coming soon and asked him to sell another phone to my wife. I left the store, replaced my wife in the car and sent her to apple store. About 15 minutes later, I saw through the store window how my wife handed the cash to the manager and in front of her was a bag with a phone. After another 15 minutes she still hadn't come out and I started to worry, called her and found out that the manager who was called to check the bills said that they were counterfeit... After 5 minutes she came out of the store in tears and told me that the manager who was called to check the bills, and I think he checked my bills too, started yelling at her, saying that the money she tried to pay with was counterfeit, that I bought 2 other phones with counterfeit money too and now he would call the police and she would be put in jail for 10 years! Another manager, a girl who was standing nearby, asked him how he determined that the bills were counterfeit if the marker for checking the bills didn't change color, he told her that these bills didn't smell right and in general, he's been working here for 20 years and knows perfectly well what counterfeit money looks like! He yelled at my wife for 15 minutes, demanded to know where she got these bills from (we bought them officially at the bank), took her wallet with the rest of the money and threatened to call the police. My wife doesn't speak English well, so she couldn't resist him. She somehow snatched her money from him and left the store in tears. We were both shocked by this attitude. I want to note that we paid with these bills for 2 weeks in different places and they were checked everywhere, and the next day I bought an iPhone with them in another store. I demand that this situation...