Apple Promenade Temecula — Local services in Temecula

I should preface this review with the fact that we have scads of Apple devices and love their products. However, this review is based on a recent bad experience with this store.

After dealing with a severely bulging battery situation after two battery replacements in his MacBook Pro, my husband ordered a new customized MacBook and an adaptor, opting to have it delivered to the store rather than our home due to safety concerns with porch pirates. Understanding that the adaptor would be readily available, we indicated we'd pick the items up at the same time. We were given a two week timeframe - the computer is built and shipped from China. After tracking daily, at a certain point we knew it was en route to the store. Suddenly, on the day it is to arrive, my husband gets an email that the entire order was cancelled because the adaptor wasn't picked up within x number of days! He immediately called Apple customer service and was told that it was manually cancelled at the Temecula store location and there was nothing they could do.

We went into this Apple Temecula location to determine what happened and unfortunately, had to wait in a long line outside the store. Told check-in person briefly what had happened and that we wanted to speak directly to the manager. Time elapses; someone else (not the manager) comes out to say entire order was automatically cancelled (not manually as we were told by general Apple customer service) due to not picking up the adaptor. Why would you cancel an entire customized computer order when the computer had been assembled and shipped from China?! Where is that computer and how can we get our hands on it? Most importantly, why in the world wouldn't you text, email or call us to give a heads-up....especially since we told you when ordering that we'd pick it all up together?! Well, seems it's "just the way it is" that the order was cancelled, AND there was no way to get this already-assembled computer. Told it would probably be scrapped and we needed to order all over again! We had no luck again asking for the manager and although the person we dealt with in person was very pleasant, we felt totally unsatisfied with her response. Customer service online was quite clear that the order had been manually cancelled, NOT automatic...so someone obviously screwed up.

Sooo, we had to order all over again, wait another two weeks and this time - have it delivered directly to our home. We tracked carefully and ensured someone was available day of delivery to receive it. Obviously, we placed a separate order for the adaptor...which is what we should have done from the beginning had we only known!

So this store gets a failing grade for service in the (non) handling of this order in a very untimely basis! Overall score is bumped up a bit because we finally have the computer and all is well. This should not have happened, it shouldn't have taken a month+ to get this computer AND it makes me sick to think of a brand-new Apple computer being scrapped - if that is indeed...

I had bought a brand new Ipad pro in May 2017. I was going to see family in the U.K. and I needed a newer Ipad. My travels were to begin November 2017. I had planned to spend Christmas and New Year with my 89 year old dad and so I did that. On the flight over my ipad kept freezing. Now I had just paid over a thousand dollars on a brand new device 6 months prior. I had also bought the 2 year protection plan. Unfortunately my device just kept freezing the more I used it. To say I was dissapointed was an under statement but there was nothing I could do as I was out of the Country. To make matters worse my 89 year old father had a really bad fall in January 2018 breaking his femur. I just couldnt leave him during this trying time so I extended my stay a few more months and then in March he was still in the hospital not recovering very well. After him going for futher tests the Dr told me he had lung Cancer and it was in the final stages so at this point they were going to make him comfortable. My dad and I have always been very close, my mother had passed away 4 years prior. The Drs reckoned he had until the end of May. My ticket was for May 31sr. to return to the U.S.A. I did contact my 3 sisters whom lived a short distance away from my dad that way they could take over . My dad was discharged from the hospital on the 30th May into hospice and I was extremely sad that that was the last time I saw him. He passed away 3 weeks after I returned home to the U.S. I was devastated ofcourse but I was so fortunate to be able to spend the extra time with him. During all this time I had too ma y problems with my ipad. When I returned to the U.S. I visited the apple store and told them about the problems I was having. At this point I had the ipad for over a year and thank goodness I had the sense to buy an extended warranty. Anyway the gentleman in the Apple store reset the device back to Factory Settings and he told me to give it a month and that should do it. I gave it 2 months and still no improvement. The Clerk are so friendly and hepful and this time they gave me a brand new one. Im assuming its new. They didnt give me any problems, nor did the ipad. Either way these guys are always extremely helpful and it is definitely worth buying the extended Warranty whenever your purchasing a device brand new. I havent had any problems since and it is now almost 3 years old. Thank you to the guys at the Apple Store for helping me. You have a loyal Customer...

I am over the moon right now! I just have to say that Jake (the manager at the Temecula location) saved my butt today! Usually I don't write reviews, but absolutely feel compelled because of his kindness and flexibility. I am one of those "neo-luddite" people that really could care less about technology, yet I work on high performing computers with huge vector/photoshop files for my livelyhood ...but that's as far as it goes! I know nothing about the operating systems and such... so when my imac took a total dump I was completely distraught! For whatever reason I could no longer log in with my trusted password I've use for over 5 years! I had very important HUGE illustrator files held captive on that machine!!! I tried EVERYTHING but could no longer access! I was super panicked because I had an important meeting scheduled that following Monday morning which required those files.My weekend visions consisted of burning the midnight oil to re-do everything I was working towards for the last two week! I was seriously in the breakdown zone.

Anyway, I came into the store 3 1/2 hours before my scheduled appointment because I could no longer wait! I was like a savage animal running on instinct, but wasn't sure how it would go...all I knew is that I had to do something! I was desperate!!! Jake took total pity on me and went out of his way to help locate the important files I needed...even before my appointment!!! I seriously broke down in tears when I saw that he found my ginormous files!!! I am forever grateful for Jake's flexibility and kindness because I know he did not have to do this... but he did. I tired expressing to him how much this truly meant to me, but he stayed professional throughout our entire process. I honestly don't know the space I would be right now if Jake was not there. He is an amazing manager for that branch. They are soooooo lucky to have him in a space that has become engulfed in company protocol. I honestly can't express my gratitude. It is delightful to see that there are people like...