Apple Walden Galleria — Local services in Town of Cheektowaga

The customer service so was horrible that it made me cry. I had a Genius Bar appointment scheduled for today. I’ve only had 1 other Genius Bar appointment before this, and it was a long time ago, so I wasn’t familiar with the process. I made my appointment online, I got to the store 20 minutes early and planned to wait for my appointment time before going in but decided to go in and see if anyone was available and could help me sooner, but was fully preparing to wait either way.

I walked in, every worker appeared busy. So instead of bothering a worker when I knew I was early, I decided to walk over to the laptops because there is a chance I will just have to replace mine so I wanted to see the new models while I was waiting. As I was heading in the direction of the laptops, I heard someone say “um can I help you?”, I looked around and didn’t see anyone talking to me- all the workers in the area were with people already, so assumed no one was taking to me and kept walking towards the laptops. As I began walking away, I heard “I don’t know where you think you’re going to” - with a very rude attitude and tone. Looked around again and saw a worker waving me over to a table where they already were working with 3 or 4 customers right beside them. I didn’t realize this was the person who first spoke to me since they were already surrounded by other customers. I walked over to the worker (and customers with him). I explained that I had an appointment scheduled for today but I was 20 minutes early, so I didn’t know if someone was available to help me yet but will wait. The employee said they “couldn’t hear me” (again with a very rude attitude and tone) - I repeated myself. He said “yeah, no one is available so you have to come back at your actual appointment time”. At that point I wanted to look at the new models of laptops since, again, there was a chance I’ll just have to replace mine but felt so uncomfortable by the exchange that I said I would just come back at my appointment time and left.

It wasn’t what the employee said to me that affected me so much but how he spoke to me. Very rude. Very short. Very demeaning. Especially being in front of other customers. Couldn’t even be bothered to come up to me to talk, just started randomly talking at me from across the store while behind me. Then seemed upset when I didn’t realize he was speaking at me.

The whole experience had me very confusing. I went in with a good mood, immediately to be greeted with this very impolite & mean attitude out of nowhere— I didn’t even approach the worker! He spoke to me first and started with all the rudeness. I wish he hadn’t approached me at all. I would have much rather been left alone to look at the display laptops while waiting, and then find someone at my appointment time on my own — instead of being “offered help” in an extremely rude way.

I was going to come back at my appointment time but decided not to because of how uncomfortable I felt and for fear of having to work with that same employee again. I left and ended up crying in my car before deciding to just leave.

I will be taking my laptop to Mac Solutions Plus on Transit. I’ve gone there before (actually this Apple Store location recommended this to me 6 years ago before when they couldn’t figure out the problem with my hard drive on a previous laptop) and loved their service, I actually left a great review. Maybe I should have known better and just gone there from the...

Beyond frustrated with this store and Apple as company! It’s crystal clear to me all they value and care about is making new sales. Complete disregard for ensuring their current customers are happy and satisfied with their product. I will be switching phone companies.

Coming from Jamestown to Buffalo to get my iPhone 13 Pro Max repaired after visiting a Best Buy who could repair the phone but didn’t have the part. The first visit I had to wait 1 hour to be seen after arriving at 11 am when the store was opened! Then was told it was going to be 5 hours before a tech could fix the phone. With no option to leave phone to be repaired and sent back or anything that would make life more convenient for me, the customer. The only option they gave was to hold the part I needed for 5 days and maybe I could come back up to the store and have better luck with getting in to see the technician! Not even a guarantee or ability to schedule appointment. Outrageous!

But wait it gets even better! The second trip up to store was just after the 5 day window so I was taking a risk that they would have the part. Both trips they ran a diagnostic test on the phone indicating what was wrong with it and that it was covered under warranty. However because I reserved the part the first time in the store to be held they couldn’t fix the phone at the store and it would need to be “sent out” for repairs!!!! Oh really, you have the part, your tech is available but you have to send it out? That makes absolutely zero sense!! In the meantime you can use one of our loaner phones… you mean a different phone which I specifically asked for on my first trip less than 2 weeks prior with which you said you don’t offer that! Wow.. at this point I’m just fed up but I went ahead and did it to get the phone fixed before the warranty ran out.

The final straw. They call me today saying that because there is a little crack near the camera lens that it’s not the same cost I was explained in the store, which was $0 to fix a $599 repair. Now I would need to pay $329 plus tax! Even though I was told twice in the store it was going to be covered by warranty. What changed? I sat and watch you run two diagnostic tests on the phone and both produced the same result! Absolutely not! Give me my phone back… Goodbye Apple you lost a customer valuable loyal customer for life. Profit...

The individuals employed at the Apple Store located at the Walden Galleria mall were unprofessional and rude. In my 10+ years as an Apple consumer, this is the first time that I have ever had a negative experience with an Apple Store. This store singlehandedly sullies the pristine image that Apple strives to maintain. I brought my computer to the genius bar to have the battery replaced. I was told by someone named "Trixie" with multi-colored hair who identified herself as an "administrator" that the 90-day warranty would be voided on the repair despite Apple's 90-day warranty policy because of alleged corrosion on an unrelated part of my computer. When I attempted to speak to "Trixie" over the telephone to inquire about my repair and the warranty she abruptly ended the call and would not allow me to get a word in edgewise.

I subsequently went to the brick and mortar store and spoke to a manager named "John" who at first told me that there was no 90-day warranty for the battery because it was "a consumable" product, notwithstanding the fact that, just the day prior, I bought a new charger which was warrantied for 90 days. After I brought to the manager's attention that Apple has always offered 90-day warranties on repairs, he capitulated. When I asked the manager how I would know whether his people installed a defective battery on my computer, he had no answer.

I asked the manager if he could please provide me with documentation substantiating that my repair was covered under the 90-day policy and he printed out Apple's general 90-day policy warranty from the web site. Clearly, the manager along with sidekick "Trixie" was trying to pull a fast one. The manager himself talked out of both sides of his mouth. At first he stated there was no 90-day warranty, yet, lo and behold, he was able to find said written policy and provide it to me.

Evidently, this simple task of providing documentation to a customer regarding Apple's known 90-day warranty policy is something that "Trixie," whose unprofessionalism is only rivaled by her self-absorption, could not accomplish. This Apple store is untrustworthy, unprofessional, and completely disinterested in consumer needs. Avoid this store at all costs. If you have to drive to another county to get to a more professional Apple store, do it. Do not give these shysters...