Apple Victoria Gardens — Local services in Rancho Cucamonga

I would like to start off by saying that, like many, I am a faithful Apple customer. However, unlike the numerous Apple consumers, I truly admire Apple's innovation and dedication to their products and their consumers, respectively. I consistently and repeatedly choose Apple over all its competitors and recommend others to do the same. In my possession, I have the newest version of the I-Pod, an I-Pad, Macbook Pro, and also the I-Phone 6 plus. In fact, as soon as I was informed that I have an upgrade available, I didn’t hesitate or think twice before upgrading my phone from an I-phone 5S to the I-phone 6 plus. However, today, I regret my decision. I was extremely disappointed when visiting my nearest Apple store. I had an issue with my phone, where I was terrified to use the product as I was shocked by it on two separate occasions. To address this issue, I made an appointment with the “genius bar.” Although, they werent able to fix the problem, it was their lack of care and complete disregard for customer safety that most shocked me. The initial employee checked the interior of my phone and reported no noticeable malfunctions. She then suggested getting a new phone for 130$, due to a minor crack on the screen. I calmly explained that I was not there to fix my screen and was only hoping to resolve the malfunction. Unable to help me, she redirected me to the manager, to whom I again explained my issue. However, the Manager seemed uninterested and unconcerned about the issue. In fact, he was perfectly satisfied with allowing the issue to persist and to continue to threaten my safety. Unsatisfied with the results of my visit, I called apple customer care. Again, I explained my concerns and was told to call back after 10 minutes. In my efforts to resolve this issue, for two and thirty minutes, I was forced to call my employer and cancel my shift. I am extremely disappointed in how much time, money, and effort was required in simply addressing the concerns of a loyal customer. Furthermore, although the customer care hotline was able to resolve my issues and replace my phone, the apple store did a horrendous job in completing the transaction, transferring my information, and in reactivating my phone. This experience has discouraged me from ever visiting or purchasing from this location again. Further, it has tarnished the reputation I previously associated with the Apple brand and its customer care. I know I am but one customer of the millions that Apple has, but I hope this letter serves its purpose in informing you of this issue so that you may address it and prevent others from having a...

I arrived at the Apple Store on August 7 before the store opened at 10am. Fortunately, I had an appointment and did not need to worry about the long line that was forming. A few moments before the doors open two employee came outside and greeted us. The two person team organized us in to groups based our needs. This seemed to clear up the chaos and it seemed to the cattle herding more tolerable for everyone. Before 10:10am I was speaking with an Apple Employee at the Genius Bar. I explained to the employee that the face was separating from the phone. I had the concern that the battery was expanding. The face was separating off of my wife’s phone and it turned out to be the battery. Well it checked out that the battery on my phone was fine. Where the experience went sour was when I was told by the Genius that the aluminum casing was bent down. Taken a little back I asked how you determined the aluminum casing is bending down and the face is not coming up. The Genius told me the tech in the back told him that was the determination. He further stated the tech has been doing this for years and if to tell me not to question the man behind the curtain. I asked if I could speak to the tech and he obliged. A few moments later the tech came out and I asked how he came to his determination. He told me he performed a visual test per the Apple guidelines. I continue by asking, “Wait, there’s not a device you use to test the straightness of the aluminum casing?” I was told no and he recommend me buying a new phone and not replacing glass face. I asked if I could see a copy of the guidelines and he told me he could not show me but I could possibly find them by doing a Google search or visiting an authorized dealer. Before leaving frustrated I requested and received a business card of the Business Manager. While leaving the store the lady that assisted with pre-opening store instructions gave me two thumbs up. I didn’t have the heart to frown and give her two thumbs down.

As I am often told by my employees, when I am convinced something is one way, no one can tell me otherwise. So I polled these same employees and they all were unable to make the same determination of the tech. I was hoping my employees would have told me I was crazy and the phone was clearly bent....

I’ve had multiple frustrating experiences at this Apple Store, and they point to serious problems with staff training, communication, and management. First, I brought in my broken iPhone and was quoted $329 for a replacement. Later, that quote was changed to $647. I had to escalate the issue and review Apple’s own documentation myself. It turned out the original offer was actually a swap. In the end, Apple Support replaced my phone at no cost — but only because I pushed back and took the time to read the details. Unfortunately, the store managers I spoke with during the process were not helpful at all — and while I won’t name anyone out of principle, their handling of the situation was disappointing. One of the managers I dealt with even yelled at me, which was completely unprofessional and unacceptable — especially from someone in a leadership position. That kind of behavior only made an already frustrating situation worse.

Be aware of “requotes.” They may tell you one thing and then change the price later. Always read the documentation carefully — what you’re told and what you sign for may not match. They might try to use your signature against you, even if the official notes support your case. This kind of miscommunication shows how Apple is losing money due to improper quotations and poorly trained staff.

Weeks later, I bought a new MacBook — and was sent home with the wrong device, one with slower speed than what I clearly asked for. I had to return to the store, and my credit card was charged twice. One staff member even tried to refund the first charge onto a gift card, which I refused — because if I had to return the second laptop, I wouldn’t be able to get my money back.

Be careful when buying devices — they may sell you the wrong one. Always double-check your purchase before leaving the store. Even basic details like specs can be wrong, and no one catches it until it’s too late.

Apple is known for its premium products, but this store’s customer service, poor internal communication, and lack of accountability are far from premium. I...