Apple Rockingham Park — Local services in Salem

EXTREMELY DISAPPOINTED! Called this Apple today to check availability of an iPhone and they told me they had it. I live in Boston, i drove 45 minutes to this store and when i got there an employee named James told me i needed an appointment due to covid The website of this store DOES NOT SAY THAT Called Apple costumer service and they told me the store must help me because the website says walk in are welcome I was still at the location and asked to speak to a manager and this guy DAVE said he was the manager and told me to come back tomorrow with an appointment, even after i told him I only needed to pay for the phone since they told me over the phone they had it and was going to be quick This guy DAVE told me he couldn’t help me and he had turned down more people that day with the same scenario i was. He didn’t care in checking my license to see where i live or apologizing for me driving all the way from Boston after they told me they had the phone available over the phone I had apple costumer service on the phone and they told me unfortunately they couldn’t have this store help since someone who answered the phone seemed reluctant to help me and they told the Apple costumer service person they were full to capacity that time of the day. THEY WERE NOT BUSY, there was a small line outside the store and inside the store i could see at least 6 employees doing absolutely NOTHING, including James and Dave at the front of the store. This people should be more helpful and respectful to the costumers. This was an extremely frustrating experience and im going to report this event to every place i can until something is done, this can’t happen to us costumers. If you dont like your job Just quit and let someone else do it. Im reporting this to Apple and this store for sure will never see me again. I drove back to Boston and was able to buy the phone one hour later but had to pay taxes because Ma charges it. What a disgraceful and unpleasant experience i had. I DONT RECOMMEND THIS APPLE STORE GO SOMEWHERE ELSES WHERE PEOPLE AT LEAST APRECIATE YOU FOR SPENDING 700$. THE PEOPLE HERE WERE USELESS AND LAZY IN HELPING ME AND THATS NOT APPLE QUALITY BEHAVIOR FOR SURE TERRIBLE COSTUMER SERVICE MANAGER DAVE AND JAMES I CALLED 1800MYAPPLE TODAY AND MADE AN OFICIAL COMPLAINT. BEST WAY TO DEAL WITH...

I didn’t make an appointment to have my phone repaired until I was with an employee. After discussing with them the issues my phone has I was under the impression Apple wouldn’t be able to fix my phone due to not having inventory for the older model phone. They insisted I make an appointment with Genius to confirm. Despite being there for the store opening, I still waited around for quite a while watching lots of employees stand around. Eventually I hear an employee ask if anyone is doing triage. An employee said, no but I can. She jumped on her iPad for a few minutes then proceeded to introduce herself to me as one of the managers. Doesn’t make a lot of sense why a manager is standing around not being proactive with standard tasks. 🤔We discuss my phone issues: my battery is swollen and pushing my screen out. She proceeds to confirm they can fix my phone because the batteries are the same. At this point I’m feeling better about being behind schedule for the day. The genius manager interrupts and takes over. He confirms the battery can be replaced and schedules the work order, goes over the pricing, has me sign the authorization and I’m off. I arrive at the end of the day to pick up the phone. It’s brought right out all cleaned and presumably fixed. The girl helping is very nice and lets me know there was no charge. Shocked, I confirmed what she had said because we discussed pricing earlier. She double checked the file and confirmed there was no charge. At this point I’m thinking Apple warrantied the work for the defective battery. I walk out and make it back to the mall exit before realizing the screen was still pushing out. At this point I get a phone call from the girl who just helped me, to explain there was no charge because in fact, they didn’t do the work. She had to put me on hold to confirm why the work was not performed and came back to say the screen also needs to be replaced. But there are no parts and Apple cannot fix it. It’s beyond frustrating that there was no communication attempts to let me know what they found or to discuss options. Which apparently the only option Apple is offering - judging by how every one of the 4 people I dealt with that day stated - is to trade it in for a newer phone. Does Apple even have customer service or do they just push...

Avoid this place. There are other Apple stores with better management. The “senior manager” Kevin A. is one of the worst employees of Apple at his position. I don’t know why Apple would give such an unprofessional and rude person a role of management. The sales and tech support are friendlier and easier to talk to. Kevin was very arrogant and definitely one of the rudest person that has no comprehension of customer service. I purchased 3 iPhones and had an appointment for pick up. I arrived on time and checked in and was being helped by a staff to pick up my order. I put Sonny (my nickname) for pickup as the computer auto fills most of the stuff. The staff said he could not give me my order cause of the first name was off. I asked for a manager. Here comes Arrogant and Rude Kevin A... At which point he had my ID, the credit card I used, the email that Apple sent me, and I also offered to log in to my apple account so that he can see the orders that I placed. His response: I need you to leave the store and figure out your name situation. Very rude and condescending. I asked for him to verify my credit card for pickup but no he threatens me to leave the store or else he will call security. At which point my sister and I leave the store and get in touch with Apple and they help us edit my first name in their system. Round 2: I go back in line and asked to see if they updated the profile and was being helped by another associate that told me it is and he can help me. We follow him and on the way Arrogant Kevin comes follows us. I ask him to leave me alone as he did not do his job. He just loses it and says he is cancelling the order and call security to escort us out. Definitely one of the worst experiences I have had from anyone...long story short; I went upstairs and purchased my phones directly from the carrier. I hope Apple does something to...