Apple Saint Louis Galleria — Local services in Richmond Heights

I have been a royal apple customer for 11 years and never had any issues with them before. I have all apple products including my MacBook computers/iPad/iPhone/Apple TV almost all products. But today I have to sadly say goodbye to apple. Here was what happened today at the Galleria Store. I went to pick up my MacBook Pro but found out they did not replace the botton case for as we agreeed on the appointment date when I took my computer for service. The apple tech who met me for the appointment clearly explained to me that it would cost $299 to replace the display and the bottom case but will be free to me if I just want to fix the screen( Normally it is $99 to replace the screen with AppleCare but he offered to fix the screen for free only if I opt to do with the screen). Well, the dent and rough edge at both corners of the bottom case kinda of scratching my skin whenever I typed. So I turned the offer down and signed for the $299 repair. So I went in today to pick up the computer and found out the bottom case was not replaced and told this is cosmetical issue and the AppleCare was not able to cover. Well, I explained that was not what apple had said to me in the appointment and more importantly this is not comsmetical issue anymore. The roughness on the dent scratches me when I typed. They said they were not able to do anything for me if I have their AppleCare and they decided these two dents would not cause any problems. Well, yes they do cause problems because I can’t type with the damage to my hand when the dents scratch me. And they made me the pay for the $99 for replacing the screen. I was confused because they said it would be special for me at no charge to replacing the screen so I explained this the store manage his name is Tony. He called security on me and would not give my computer back if I don’t pay for the repair which I am not supposed to pay. I told them that I am ok to pay but can I at least take a look on my computer to make sure there are no problems after the repair. Tony the manager insisted to have me pay first before I can see my computer and I started recording and they threatened me to turn off my recording. I was keeping recording and insist to see my computer before I would pay. The security guy who is a police did not even listen to my experience and let me finish my words. He stop me from explaining what was going on and told me the conversation is over and I had to leave. This is very rude and the manager walked away with my computer. I had to spend 1 hour and 7 minutes over the phone with a Lady her name is Allison explaining what happened to me. I did say if the only way to get my computer back is paying $99, and I would just do it. It is all about the attitude and respect from Apple. After more than 1 hour waiting on the phone, I realized this is probably just wasting my time because they probably can’t do anything to the manager Tony. I told her over the phone that Tony store manager need to apologize for his attitude. When I went back to the store, I paid and got my computer then the store manager came out to me and said: “well, you requested an apology and she just called me and I apologize to you” I was really Schocket by the way they handled things and deadly suprised that the way I still got treated after the whole disaster. Sad for Apple. To Apple: To Whom it Might Concern I know you have millions customer and don’t really care about losing one or two but this is not the right way to do business. And today I am saying goodbye to you. I used to love apple so much and Today from now on I just don’t know how to keep loving you. There probably a lot of people out there like me but if you want to keep your business. You need to take good care of royal customers and all your...

After 9 months my perfect mint condition iPhone 10s got stuck in what I believe to be called a boot loop while updating last week. When I noticed it continually restarting I picked it up and man it was insanely hot! So I unplugged it and quickly removed it from its life proof case, attempting to shut it off. I was so upset this being such an insanely overpriced phone, $1200!!! I had to watch a YouTube tutorial to figure out the sequence of button presses to force it to stop. The next morning I took it to Bestbuy where I had bought it and geek squad diagnosed and performed factory restore. When the phone came back to life the screen was toast. Half of it was full of green lines and blurred. They referred me to Apple store and said it should be under warranty. So the next day after a two hour drive I’m at the St Louis Galleria Malls Apple store, and the first tech that helped me suggested that the boot loop had “cooked the screen”. He told me it would take an hour to repair and I was thrilled I wouldn’t have to wait any longer than that. I feared it would have to be mailed off and a much longer wait. When I returned later sadly I didn’t get taken care of by the same guy, whom had given me excellent customer service. Instead I got a different guy with bad news. Bryan I think tells me it had old rust inside it, and they are just going to replace my phone which worked fine besides the screen! I don’t understand how a water resistant phone thats never been sat in water let alone dropped into a puddle or toilet, that’s also been inside an expensive case to prevent situations like this could have internal water damage!!! Apple must put water in them before they ship them out! It’s been proven that all companies take measures to ensure that the products they make don’t last forever so they can continue to make a profit!!! We began the paper work and setting the new phone up and I assumed it was free until he told me the cost. So I paid $600 for a new phone and I assume they are refurbishing my old one they kept to sell to someone else. They didn’t offer to give it back which sucks because I still owe $850 for it! After having bad luck with two older iPhones I had two different androids that both worked great for 3-4years one of which I still have. So this iPhone 10s will be the last Apple product I ever buy. I looked at reviews for the Apple Store I went to and just two weeks ago another guy with an 18 month old phone had the same experience, he was told he was SOL and walked right out the door, called the 800 number for apple support and they had him mail it in and fixed it for free!!! I wished I would have read that before reluctantly handing that guy my credit card. He didn’t offer me insurance or AppleCare, but knew that I own a business and asked if I would join their business program or something. I told him to send the email but I’m not going to waste my time with Apple. If they can’t help me then why should I even bother? So when I finally got home and set up this new POS it has given me several issues from saying no SIM card installed and continually disconnecting from my WiFi for no reason. Thankfully if I turn it off and turn it back on it corrects itself. So I have nearly $1450 in payments to make on a device that could be compared to a 30 year old Nintendo. Do yourself a favor and switch to Android. I deeply regret not...

I had such a bad experience today at the Apple Store in the Galleria, and feel so hurt, disrespected, and misled by the way I’ve been treated over a period of time, by multiple Apple employees — most recently, Nick Ehrman, the Genius Bar supervisor — that I feel compelled to share my experience with others and discourage others from buying Apple products, unless they too want to be left with devices that are broken by design and that Apple refuses to stand behind and fix.

I have a 2016 MacBook Pro. I learned only in 2020 (by being contacted by an attorney associated with the class action settlement) that my computer was covered under the terms of a repair program to address a design flaw with the butterfly keyboard that causes keys to become stuck and/or unresponsive. I then called Apple Support, at the height of the coronavirus pandemic, and confirmed that my computer’s serial number was among those covered. I requested a mail in repair, but was told that I needed to bring it into the store because the repair was not eligible for shipping. I said I was not willing to take it to the store at the risk of my health (this was still pre-vaccine), I offered to pay the cost of shipping. I was told I still could not do this, and needed to take it into the store. However, I was told on that same phone call that because my device was covered, I was covered in perpetuity and could bring my device in for repair in the future whenever I felt comfortable doing so, so I accepted it, and decided to wait until the Covid emergency was declared over. Fast forward to today, June 27, 2023, less than two months after the federal government declared an end to the pandemic emergency (May 5). I took my computer to the Apple Store to get the faulty keyboard fixed, and was told that the program had ended and that my computer could no longer be fixed. I explained the circumstances above — that I had been promised a fix at whatever point I felt comfortable, and that the problem itself was the result of acknowledged faulty design by Apple — and asked that an exception be made to cover the repair. They told me at the store they could not (Genius bar manager) and would not (store manager) make an exception, and told me Customer Support could. I called Customer Support, spoke to a senior advisor, explained the situation, and he, too, told me that not only could he not make an exception, he could not refer me to anyone who could, and that the repair would not be covered.

If this sounds fair to you, by all means buy Apple, as I have for 25 years. If not, join me in buying elsewhere, as I plan to do from...